[Snap] Disappointing service Snap!

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Tockly

346 posts

Ultimate Geek

#133526 25-Oct-2013 10:46

Just had some very disappointing service from Snap.

On the 30th of September I logged a job with them that I was moving house on the 26th of October and I would like my VDSL and Snap Plus phone moved to the new address.

All good the job was logged and confirmed to do the move on the 25th as we had access from then and someone would contact me to arrange to come and do the install.

This morning I rang Snap to see what was happening as I hadn't heard anything. I was then told the install won't happen till Wednesday the 30th October now. When I asked why I was told it was due to the services at the house I was moving hadn't been disconnected! Really I don't have a problem with that these sort of things happen.

However when I asked why I hadn't been informed of this there was a stunned silence on the other end of the phone. I have taken a day off work to be around to let the tech in to do the install and now I have to take another day off to be around on Wednesday.

Poor form Snap. All it would have taken was an email/phone call to let me know there was a delay.

I also find it strange that this would happen, surely I'm not the first person to move into a house the day after someone moved out?

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#921568 25-Oct-2013 11:44

Hi Chris,

That's not cool at all. If you could PM through your customer number I'll see what I can do to expedite your connection for you.

Cheers, Ralph

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

noc

107 posts

Master Geek

#921573 25-Oct-2013 11:50

Sounds like this could be another "Chorus was too busy and not organised enough and now poor Snap! gets the blame" situation again?

I do agree that Snap! could do more to keep customers up to date and informed about any progress, or lack of, but you have to remember that cabling etc. is contracted out to Chorus (as far as I'm aware), and when Chorus screw, the ISP get's the blame. But in saying that, I'm not sure if the "disconnection" part of your story was to do with Chorus or not?

Tockly

346 posts

Ultimate Geek

#921592 25-Oct-2013 12:14

I wasn't complaining about it getting delay.

I was complaining about not being informed about it. When I rang Snap had the information on their screen and read me the reason without even putting me on hold. So they knew about it and didn't do anything to let me know.

anandpatel18

56 posts

Master Geek

#921728 25-Oct-2013 15:18

Yeah I agree as well that SNAP should think about working with Chorus to get more updates. In the end, SNAP look bad not Chorus.

I'm still waiting for my fibre connection which started back in early September. Haven't had a single message or contact from SNAP. It's not SNAP's fault but updates or progress would be good.

I don't understanding why Chorus and there partners take so long. Some guy came over to scope the install out, said it would be a straight forward install, but I still need to wait another 2-3 months lol.

So far my experience with SNAP call centre has been a mix bag, one person was super unhelpful and rude, another one was awesome and actually got me on a better boardband deal while I wait for fibre.