2d support is lacking, how many people are leaving?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2d support is lacking, how many people are leaving?

SteveON

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#89138 26-Aug-2011 08:47

2d is great, but I am growing concerns about holes in their support. I have not felt victim to any major issues but many of my friends have. The fact that support has been called and nothing has been done astounds me.

1) iPhone 3GS had no data access for a month, I know it was not a phone issue as it was my old phone but it took ages for staff to figure out what the back end issue was and eventually fixed it.

2) data and text packs are NOT renewing. I know of a few customers who their packs are not renewing. 2d support would help but it would take 2 weeks to fix which is bs not having service for that long.

3) support emails take more than 7 days for a reply. One friend received a reply 20 days later.

Now these are the issues I have heard of, there must be thousands of people who are sick of the lack of support. A few of my friends have had enough and are moving back. 2d you really need to sort out your back door, soon you will be loosing customers faster than you gain them.

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#512219 26-Aug-2011 08:50

Probably an isolated case, Ive always had good support from them - even on weekends!

I hope you're not Trolling...

spk18

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#512224 26-Aug-2011 08:56

I have been a fan in the past and use them personally. However had a nightmare when tried to buy 2 USB modems for the office - they were despatched on the same day (great) but had a long address - their order system online cut off the address so the items never got here and were returned to them. Any contact from them? None. Had to ring up 10 days ago to find out what was going on - they said they were fixing it. Nothing happened, rang again yesterday and they refunded the money and said 'order again online and put the address in properly this time' - the address WAS in properly so I asked why I would do so again when I can go and buy a VF one now? No response... My faith in 2D has taken a severe battering over this - its not the stuff up but the response (or lack thereof) that annoys me the most.

I had first sent an email (no response) and had to ring twice and its still not resolved to my satisfaction. Not good enough at all! Only saving grace is the other two are freaking hopeless as well...

freitasm

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#512236 26-Aug-2011 09:18

Interesting timing on your comment. Last night I was at the Netguide Awards and was talking to 2degrees Head of Communications. And he said exactly the same thing!

He said they are experiencing a higher volume of calls than expected, call waiting times are growing, but they are working on this.

Seeing he told me that about 12 hours before your post, I can only assume it wasn't only a reaction to this, but they really know it's happening...

SaltyNZ

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#512267 26-Aug-2011 09:39

Yes, we do know it's happening, we're not blind to the issues. Although it's not excuse, it was somewhat inevitable that as the subscriber base grew, so would the volume of problems.

The telco world has changed. You won't accept a 2 year wait for us introduce new products and services; you demand telco B match telco A a day after telco A introduces something new. And that's the way the world is in 2011. But obviously that has a HUGE impact on our development & test cycles.

I will be making some adjustments in early to mid September that should help with the data pack issues. In addition to that we are constantly working with the vendor to attack the root cause of the problems we face.

We DO listen. We DO care. But we CAN'T fix everything in the blink of an eye. :-(

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

Wade

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#512279 26-Aug-2011 09:53

I switched to 2D earlier in the year and considered it fantastic service wise, it was so easy, then a couple of months later I decided it was not for me and switched to VF, trying to finalise my account was an absolute nightmare, customer service was shocking at best, issue was only resolved by the hard work of the great 2D people on this board (which as per usual was above and beyond all normal expectation).

From a call centre perspective it seemed to change drastically over three months and not all good

SteveON

1916 posts

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#512281 26-Aug-2011 09:54

SaltyNZ: Yes, we do know it's happening, we're not blind to the issues. Although it's not excuse, it was somewhat inevitable that as the subscriber base grew, so would the volume of problems.

The telco world has changed. You won't accept a 2 year wait for us introduce new products and services; you demand telco B match telco A a day after telco A introduces something new. And that's the way the world is in 2011. But obviously that has a HUGE impact on our development & test cycles.

I will be making some adjustments in early to mid September that should help with the data pack issues. In addition to that we are constantly working with the vendor to attack the root cause of the problems we face.

We DO listen. We DO care. But we CAN'T fix everything in the blink of an eye. :-(

I understand that 100%, however the telco industry is very much cut throat. The company is only 2 years old and have given the existing competitors over a decade to get their systems up to scratch. From a development point of view I understand the issues and implications, but from the support view I do not.

As for the members post above; I am not trolling as I indicated that I have not found myself to have any of these issues. In fact I am very happy, I have been on Pay Monthly for the past 12 months and find that I get more that I need for my $59.

kfella2000

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#512612 26-Aug-2011 17:28

I had a problem a few nights ago with not being able to ring my home phone for some reason yet I could on my work cellphone which is XT and my wife's phone which is VF I called customer service early evening and didnt have to wait long and problem was resolved in a matter of minutes so still a happy customer here and like SteveON I am on the $59 plan and find what I get is ample for my needs.

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Linuxluver

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#512616 26-Aug-2011 17:38

tchart: Probably an isolated case, Ive always had good support from them - even on weekends!

I hope you're not Trolling...

I've had good support, too.

When I phone, they answer and whatever deed needs doing gets done. But mainly I'm self-service through the web site.

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I've been on Geekzone over 16 years..... Time flies....

SteveON

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#512622 26-Aug-2011 17:52

Most geeks would be happy because we know what to expect, however the general public aren't so understanding.

keewee01

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#512638 26-Aug-2011 18:34

SteveON: Most geeks would be happy because we know what to expect, however the general public aren't so understanding.

+1 to that!

neoprint

136 posts

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#512649 26-Aug-2011 19:09

If anyone from 2D is reading this and wants to help fix the problem, you can always give me a job ;)

DjShadow

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#512673 26-Aug-2011 19:45

I find their twitter channel good for stuff thats not urgent

danielm8

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#512712 26-Aug-2011 21:21

My 2degrees data pack didn't autorenew after a month... I just rebought it. wasn't an issue but admittedly they do have some bugs.

xpd

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#512770 27-Aug-2011 08:40

Yes 2D has some bugs/quirks, but theyre only 2 years old... Telecom and VF are a LOT older and still have bugs/quirks in the system - they just seem to have them if different areas of their service, thats all.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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dothack

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#512880 27-Aug-2011 14:48

I've only had great service from 2D. I'm sure their rapid growth is no doubt putting a strain on there team. As for there competitors they don't have any excuse and still continue to not offer support any where near as good as I have had from 2D.

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