Enough of this "Your call is Important to us, An agent will be with you shortly"

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Enough of this "Your call is Important to us, An agent will be with you shortly"

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MikeAqua

7785 posts

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#2957508 22-Aug-2022 09:08

Every time I have to call AirNZ "we're experiencing higher than usual demand". No. If it's like that all the time, it's the usual level of demand.

The other thing I really dislike is when I'm waiting and the organisation I'm calling, uses that as an opportunity to advertise to me.

Also playing me an interminably long message before reading the option menu.

OK, I'm done now.

Mike

mkissin

389 posts

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#2957510 22-Aug-2022 09:14

Handle9:
Why should the OP be patient? They aren’t a charity and they aren’t getting a reduced cost for a reduced level of service.

Aren't they? Do you know what their fees would be if you always got through first try?

We live in a capitalist society. It's literally 2degrees duty to minimise quality to the exact point where people will no longer tolerate it. That's how it works.

Inphinity

2780 posts

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#2957586 22-Aug-2022 10:06

I have to agree with the OP. Switched to 2degrees earlier this year, and have had more need to contact them on the phone (due to lack of self-support capability or online chat service) in a few months than I did in the last decade with my previous provider, and every time it's been a massive wait. Tried email support and that took 3 - 4 days for a response each time. Made the mistake of buying a phone form them on one of their payment plans, but I think I'm just gonna buy it out and switch provider. The only place I've found worse than 2degrees in recent times is AirNZ.

Edit to add something more useful: Even just telling me where I am in the queue, or an estimate, from the start, would be great, because then I can make a judgement call of if I hold now, or try my luck later. Or a call-back feature (with an estimate of how long until you get called back).

boosacnoodle

963 posts

Ultimate Geek

#2957718 22-Aug-2022 11:42

scuwp:

Everybody is short staffed, I expect call centers are exactly the same. There is a huge labor shortage out there, sorry correct myself, there are a huge number of low payed jobs that no one wants to do our there.

There's a shortage of wages and investment into digital self-service.

jarledb

Webhead
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#2957721 22-Aug-2022 11:48

@rippernz and @Scott3

What kind of deal did you get with 2degrees? I am in the same situation and trying to figure out if it is worth the time to chase them for a discount.

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bameron

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#2957729 22-Aug-2022 12:06

Hi all, sorry to hear about the issues getting through to the team. We’re recruiting and training more people as we speak. If you don’t need an answer right away, you can always drop us an email at www.2degrees.nz/contact-us or pop us a private message on Facebook or Twitter.

Thanks for all the feedback, I'll be sure to pass all these suggestions along!

Handle9

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#2957855 22-Aug-2022 15:13

mkissin:
Handle9:
Why should the OP be patient? They aren’t a charity and they aren’t getting a reduced cost for a reduced level of service.

Aren't they? Do you know what their fees would be if you always got through first try?

We live in a capitalist society. It's literally 2degrees duty to minimise quality to the exact point where people will no longer tolerate it. That's how it works.

Which is why customers should leave if they are getting substandard service. Losing revenue forces companies to change, that’s how it works.

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mkissin

389 posts

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#2957862 22-Aug-2022 15:31

Handle9:
mkissin:

Aren't they? Do you know what their fees would be if you always got through first try?

We live in a capitalist society. It's literally 2degrees duty to minimise quality to the exact point where people will no longer tolerate it. That's how it works.

Which is why customers should leave if they are getting substandard service. Losing revenue forces companies to change, that’s how it works.

100%, but most people are at 2degrees because they're the cheapest. Guess we know one area where the money is being saved!

Scott3

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#2957869 22-Aug-2022 15:44

jarledb:

@rippernz and @Scott3

What kind of deal did you get with 2degrees? I am in the same situation and trying to figure out if it is worth the time to chase them for a discount.

They kept me on my prior $16/m month discount.

I have gig with static IP, so currently $90 per month, shortly going up to $93.

Exactly the same pricing that a new signup from broadband compare would get. Stupid that I have to call every year....

allan

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#2957901 22-Aug-2022 17:17

MikeAqua:

... Also playing me an interminably long message before reading the option menu.

Tried phoning a hospital general number recently? There's the flu symptoms/Covid symptoms - see your own dfoctor message, followed by the mask requirements, followed by the changed visiting hours, followed by the only one visitor unless.... requirements, followed by the only one person per outpatient appointment unless...

And they still put me though to the wrong extension 🙃

rippernz

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#2957929 22-Aug-2022 21:12

jarledb:

@rippernz and @Scott3

What kind of deal did you get with 2degrees? I am in the same situation and trying to figure out if it is worth the time to chase them for a discount.

it so happens that i was one day early for my last month in contract so they wouldn't offer me anything as i would be stung with an early termination fee.

it would have been $93pm + $200 credit (i think it was) + neon and Prime

I did get an offer of a call back during the month so i didn't have to call back. We will see if i do.

everettpsycho

614 posts

Ultimate Geek

#2957943 22-Aug-2022 21:28

Inphinity:
Edit to add something more useful: Even just telling me where I am in the queue, or an estimate, from the start, would be great, because then I can make a judgement call of if I hold now, or try my luck later. Or a call-back feature (with an estimate of how long until you get called back).

Be careful what you wish for, immigration NZ offered one of these and I requested it once at about 5pm, I got my call back when I reached the front of the queue at 2am. Needless to say I was not nice to the poor csr that called me at that hour, poor thing mist have just had a night of utter abuse from waking people up with callbacks. I believe they have now changed their policy to not accept call back requests after a certain time to avoid this.

I think the record I've seen with immigration is people being in hold over 4 hours and it's not a service you could go anywhere else for. All the time constantly telling you how good their website is and how you can solve most problems there, except the ambiguous wording of some of the visas that it's illegal for anyone except an advisor or inz staff member to give advice on, so your stuck waiting on hold for hours or paying through the nose for a lawyer.

networkn

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#2957957 22-Aug-2022 21:33

everettpsycho:
Inphinity:

Edit to add something more useful: Even just telling me where I am in the queue, or an estimate, from the start, would be great, because then I can make a judgement call of if I hold now, or try my luck later. Or a call-back feature (with an estimate of how long until you get called back).

Be careful what you wish for, immigration NZ offered one of these and I requested it once at about 5pm, I got my call back when I reached the front of the queue at 2am. Needless to say I was not nice to the poor csr that called me at that hour, poor thing mist have just had a night of utter abuse from waking people up with callbacks. I believe they have now changed their policy to not accept call back requests after a certain time to avoid this.

I think the record I've seen with immigration is people being in hold over 4 hours and it's not a service you could go anywhere else for. All the time constantly telling you how good their website is and how you can solve most problems there, except the ambiguous wording of some of the visas that it's illegal for anyone except an advisor or inz staff member to give advice on, so your stuck waiting on hold for hours or paying through the nose for a lawyer.

Smarter than that would be to say that callbacks that occur after 6pm will be returned the following day, and not having CSR's call back at 2am!

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