2Degrees Call Centre...........

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2Degrees Call Centre...........

marmel

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#306104 28-Jun-2023 17:36

Currently on hold and about to give up. Trying to give 2Degree's some more of my money and move my family to a group plan, call is now at 58 minutes and going.......

It was answered by someone who said she would have to transfer me to sales, that was about 20 minutes ago.

No callback option, no chat function, they often don't respond to emails at all. I'm seriously wondering why a company makes it so hard to do business with them.

Now contemplating just going with VF instead as pricing is very similar between the two.

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#3095948 28-Jun-2023 18:27

Are you still on hold?

VF/One NZ are most likely no different, I personally find going into a store will get it sorted on the spot.

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marmel

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#3095954 28-Jun-2023 18:36

Delorean:
Are you still on hold?

VF/One NZ are most likely no different, I personally find going into a store will get it sorted on the spot.

No, I gave up. Going into a store isn’t that easy as it’s a 150km round trip to get to VF or 2Degrees. We do have a Spark here but their pricing is considerably more for the group plans.

Just can’t believe this is the business model when customers can’t get hold of you to give you more business.

KiwiSurfer

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#3095959 28-Jun-2023 18:48

This is sadly the norm for 2degrees. I was in the same position as you several months ago. Phone calls went no where. Emails never replied to (even months later). I think even tried Facebook Messenger. Ended up going into my local store (luckily only 10mins away) and got it sorted <5mins. Frustrating indeed that to get good service from a phone company you can't use the phone company's own phone service to do that!

The other option could be to wait until you happen to go into town for something and swing by the 2degrees store while you're there.

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#3095976 28-Jun-2023 20:08

I too gave up on 2Degrees. Long wait times, no interest in growing total spend, and a lack of a fault management system (or at the very least follow up).

Strongly would recommend One NZ, wait times are generally not an issue.

Business team (onshore!) generally will offer something above and beyond the list pricing. One thing to note - business team is a Monday to Friday deal and doesn’t have the same operating hours as consumer.

They also offer iMessage support which is quite useful.

If you really get stuck, an email to Jason Paris gets really good results too.

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marmel

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#3095982 28-Jun-2023 20:47

Just used the One NZ chat facility, 3 connections to be transferred from 2Degrees. Nice and easy.

henrytai

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#3097390 29-Jun-2023 20:45

cokemaster: I too gave up on 2Degrees. Long wait times, no interest in growing total spend, and a lack of a fault management system (or at the very least follow up).

Strongly would recommend One NZ, wait times are generally not an issue.

Business team (onshore!) generally will offer something above and beyond the list pricing. One thing to note - business team is a Monday to Friday deal and doesn’t have the same operating hours as consumer.

They also offer iMessage support which is quite useful.

If you really get stuck, an email to Jason Paris gets really good results too.

This! I also find One NZ do care about their existing customers. Their retention team (offshore) is good to deal with.

c0ld

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#3097495 29-Jun-2023 23:12

Same. 2degrees customer of 11 years, currently migrating all my services to One NZ. Only so long you can put up with a communications company you aren't able to communicate with...

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c0ld

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#3101425 8-Jul-2023 18:04

A new low in my experience of their customer service...

Rang the exact number I was told to call in the text I was sent when cancelling my service if the modem return bag didn't turn up after 7 days, only to be told after almost 3 hours on hold that I had come through to the wrong department and now I'm back in hold again!!!

Anyone know if you can return a modem to one of their stores rather than wait for a non existent courier bag to turn up?

FYI to answer those asking earlier in this post also looking at jumping ship, the one time I've had to call One (VF) customer care I got through immediately. The difference in quality of service is night and day. I really feel bad for the people in the 2D call centre.

EDIT: Finally spoke to someone. You can return in store but they need to add a note to your account authorising the store return.

DjShadow

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#3101437 8-Jul-2023 18:23

marmel:

Currently on hold and about to give up. Trying to give 2Degree's some more of my money and move my family to a group plan, call is now at 58 minutes and going.......

It was answered by someone who said she would have to transfer me to sales, that was about 20 minutes ago.

No callback option, no chat function, they often don't respond to emails at all. I'm seriously wondering why a company makes it so hard to do business with them.

Now contemplating just going with VF instead as pricing is very similar between the two.

IMO Contact Centres could save a lot of money in 0800 charges if they implemented a call-back system, or even introduce a "book a call" feature in their websites...

Back in the day (speaking from experience of working in a contact centre) there was a 80/20 rule (answer 80% of calls in 20 seconds), can tell that idea went out the door...

Delorean

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#3101507 8-Jul-2023 20:32

@marmel

How did the switch over to One NZ go?

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boosacnoodle

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#3101561 8-Jul-2023 21:25

Callbacks only work if the total number of people in the queue is decreasing, otherwise…

cokemaster

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#3101564 8-Jul-2023 21:33

DjShadow:

...

IMO Contact Centres could save a lot of money in 0800 charges if they implemented a call-back system, or even introduce a "book a call" feature in their websites...

Back in the day (speaking from experience of working in a contact centre) there was a 80/20 rule (answer 80% of calls in 20 seconds), can tell that idea went out the door...

Definitely agree with that. Biggest expense is the staff - chat (concurrency) and callbacks (smooth the demand curve) are two quite powerful tools to optimize utilization. The 0800 calls is a side effect though. :)

Other Telcos have this capability, so its not exactly breaking ground stuff.

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k1w1k1d

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#3101571 8-Jul-2023 22:19

And this is the outfit all of us MyRepublic customers are going to. Not overly encouraging.

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#3101572 8-Jul-2023 22:23

@k1w1k1d just note - mobile and broadband have normally been different and I’d say will continue to be so. I’ve found calling their broadband support has been quite quick but calling for mobile issues has always been better to go to a store for.

Not supporting 2degrees here but you’re also free to go to whoever you like. As you know with MyRepublic I’ve had the worst of the worst support when I’ve had to deal with them so IMHO anything is better.

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k1w1k1d

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#3101575 8-Jul-2023 22:49

With a bit of luck, the changeover will be as smooth as silk, and I won't need to call for help.

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