[Snap] SNAP Support - an oxy moron - kiss goodbye to over 50k per year snap.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] SNAP Support - an oxy moron - kiss goodbye to over 50k per year snap.

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#1007889 18-Mar-2014 09:43

I would recommend Unleash for ISP purposes (especially business) & World Exchange for phone. Both are expensive but provide a good service.

Speedtest 2019-10-14

vexxxboy

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#1007907 18-Mar-2014 10:07

i have been with Snap for 7 years and it's sad to see their support going downhill. When i first joined them support used to answer after 3-4 rings , no recorded messages just a person. i now hate having to contact the support desk but the actual service is very good once you get through but in this day and age it's not good enough and i hope they fix it because it's starting to be a big problem.

Common sense is not as common as you think.

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#1007919 18-Mar-2014 10:13

vexxxboy: i have been with Snap for 7 years and it's sad to see their support going downhill. When i first joined them support used to answer after 3-4 rings , no recorded messages just a person...

Orcon used to be the same, until ownership changed and the help desk went offshore.

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SumnerBoy

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#1007920 18-Mar-2014 10:15

Sounds like Twitter is the best way to get through. I sent a tweet last night complaining about how rubbish support had been and the fact yet another promised call back never happened. This morning I got a call from someone who was very apologetic and has offered to courier out a new FritzBox today, and book a Chorus technician to check my line (I am getting VERY low upstream speeds - ~2MB).

Seems I finally got through to someone who actually had the authority to do something, since up until this point there was a lot of buck-passing and no real action.

I also got his direct email and phone number so I can bypass the 0800 wait times.

Progress hopefully...

surfisup1000

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#1007924 18-Mar-2014 10:27

nunz:
surfisup1000: I've never experienced this myself.

Phone waiting times made during my connection issues were sometimes up to 30 minutes but generally between 5 and 15 minutes.

Fortunately it is now very rare to need to call them. I did call the other week (about their uncapped issue) and they answered quickly.

Personally I would not move off snap since the service and product are excellent. Support is "n/a "to me --- at least while things are going well :)

We have to talk to them re provisioning or other issues that arise.

Last nights phone call not answered after 60 minutes. Gave up. Day before, 40 plus minutes - no resolution forthcoming. Have invested 4-5 hours of time to get one UFB fibre provisioning.
Last ADSL provisioning took four phone calls. and about 20 days to get done.
Other provisionings mucked up and taken multi calls.
There is a POTS provisioning three weeks ongoing and no answer.
I cant afford that type of time wastage.

Yep, thats no good at all.

I wonder what is going on.

ChrisNZL

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#1007925 18-Mar-2014 10:30

Twitter is like, a pager. Short, straight to the point, get alerted on your phone or whatever Twitter client you're using. No cruft with salutations, regards, email signatures, long-winded rants, just straight to the point.

Twitter lets you bypass the general public generic email contact and "support" phone numbers; go straight to the technical people that have the insider knowledge and power to action things.

Callbacks from companies are a almost myth in my experience.

I echo what's been said on here - Support was great months ago. Twitter is good. Phonecalls suck. Wait times suck. Failure to respond sucks.

RalphFromSnap

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Snap Internet

#1008055 18-Mar-2014 13:00

Hi nunz (& others)

We hold ourselves to some pretty high standards, so to see comments from you like this is really disappointing. Clearly we're not doing a great job at the moment, but we have every intention of getting things back on track, as we do value our reputation for service highly.

The call wait times are way too long at the moment, and just not good enough. We're hiring as quickly as we can at the moment, and also pulling forward some recruitment to help get things back to where it should be, it just unfortunately takes some time.

We're also working hard to improve our call back performance, as we know this hasn't been great either.

These issues do have the attention of everyone in the company, so you should expect to see good improvement over the coming days & weeks.

Thanks
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

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SteveON

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#1008058 18-Mar-2014 13:06

Sounds like you need help with recruitment.

mattwnz

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#1008064 18-Mar-2014 13:29

So are you going to call the OP back personally, to go through their concerns, as they were promised a call back. Maybe stop signing up new customers until you have the support infrastructure to deal with them, so you can support existing customers in a timely manner.

lxsw20

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#1008075 18-Mar-2014 13:38

I have called Snap before and ended up on the phone with some fantastically helpful/knowledgeable people, but ring back 5 mins later and you can end up getting a whole lot of "um" "I think" "I'm pretty sure" type answers, a bit hit and miss.

guyl

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#1008120 18-Mar-2014 14:38

I have had the same problem of late...
Been a Snap customer for a number of years, and have always been very impressed with their support.

Had a few problems lately, and no end of frustration with their Helpdesk... 30+ minutes to answer, no call backs etc

Will definitely be looking at other ISPs when I move to UFB...

surfisup1000

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#1008201 18-Mar-2014 16:34

guyl: I have had the same problem of late...
Been a Snap customer for a number of years, and have always been very impressed with their support.

Had a few problems lately, and no end of frustration with their Helpdesk... 30+ minutes to answer, no call backs etc

Will definitely be looking at other ISPs when I move to UFB...

I'm interested, do you use the unmetered 1am-7am.

If yes, who would you move to? Snap seem to have cornered the market on high performance/unmetered plans (if you utilise the 1am-7am deal) for a reasonable price.

Telecom used to be OK but have gone downhill quickly due to poor hardware, geo-servicing, and lack of plan innovation.

nzkiwiman

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#1008235 18-Mar-2014 17:33

Tis a real shame that support has gone down hill, thankfully I have had no issues in the 3+ years I have been with them so when I call it has been regarding a plan change or asking questions regarding Fibre.

Whoever I talked to about Fibre a few months ago provided lots of helpful information.

Being on a helpdesk myself, there are times that I have had to fight and fight to get the answers needed to do my job

eXDee

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#1008468 18-Mar-2014 21:48

Its good to see them admitting theres a problem, thats definitely the first step. The second is that they are putting measures in place to resolve it.

This is often going to happen when companies get a sudden burst of growth and don't have the resources to maintain it, so it looks like this is a catch up period.

Also it sounds like there needs to be a "callback/followup" register which is the first thing the staff look into each morning so that no one slips through the net.

Hope this is a thing of the past when it comes to getting fibre in the next few months.

michaelmurfy

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#1008506 18-Mar-2014 22:16

nunz:
NZCrusader: Go with Unleash.
http://www.unleash.co.nz/

Or The Total Team.
http://www.totalteam.co.nz/

Both really good companies who take excellent care and have no problem creating custom solutions for customers to see them connected.
Staff are also highly trained with plenty of industry experience.

Disclaimer, I do not work for either of these companies nor have any stake in their business - they have earned good rep based on their performance and capabilities.

I wish Sitehost.co.nz did ISP stuff. Their helpdesk support really kicks ass. Email support mostly completed in under one hour. Absolutely a dream to have VPS, shared hosting, rack space with.

I've worked for Unleash in the past (as many of you already know) and can tell you they'll take pride in creating a custom solution to suit your needs and will be there 24/7 for when you need to call, when you do call you'll normally get through to somebody (an actual tech who knows the network inside out) within a matter of seconds. This, to me is what an ISP is about.

I am happy to pay more money to an ISP that is NZ owned (Unleash is based in Christchurch) as well as one who doesn't ask me to reboot my router and can actually talk in complete technical jargon to me if I am that way inclined. There is one guy who is one of the "founders" of Unleash, been there since the start and practically set up the entire network who'll happily answer the phone and have an actual conversation with you whilst multitasking and sorting out the problem on hand in a timely fashion. Sometimes if he is too busy he'll pass it off to somebody who knows that area inside out and sort it within a reasonable timeframe. You might even get the CEO (They call this guy Erin) who will pick up the phone and have a chat while the others might be busy.

That is my 2c on Unleash. You pay a premium price for them but you also get premium service. Other notable ISP's that offer premium service are Vibe and even Telecom / Vodafone in some cases if you've got a proper business contract through them.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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