The impossibility of getting a 2 Degrees contract

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1916 posts

Uber Geek

#427602 16-Jan-2011 12:16

nakedmolerat:
itxtme:

The op was after a term contract, you cannot sign up for these online, so are required to vista the stores.

what do you mean by vista?

Sorry MR officer of the English language... I do believe that itxtme meant "Visit".

mananon

8 posts

Wannabe Geek

#427607 16-Jan-2011 12:32

I've written several novels thanks. To say it 'simply', would have been an injustice to a lot of people, so I didn't. Why not spend three of four minuets saying something properly? Are we in a hurry here?

mxpress

376 posts

Ultimate Geek

#427615 16-Jan-2011 13:10

mananon: I've written several novels thanks. To say it 'simply', would have been an injustice to a lot of people, so I didn't. Why not spend three of four minuets saying something properly? Are we in a hurry here?

I personally enjoyed your 'story" and consider it to be a highly entertaining, informitive read! (opps spelt wrong)

mxpress

itxtme

2102 posts

Uber Geek

#427837 17-Jan-2011 06:08

It was the auto correction feature of my iPad, appologies for offending :p

SaltyNZ

8225 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#427842 17-Jan-2011 07:09

itxtme: It was the auto correction feature of my iPad, appologies for offending :p

+1 iPad autocorrect fail!

//Have sent some hilariously garbled emails.

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

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

dclegg

2806 posts

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#427862 17-Jan-2011 09:16

SaltyNZ:
+1 iPad autocorrect fail!

//Have sent some hilariously garbled emails.

On that topic, this may be of interest. (Warning: May induce uncontrollable fits of laughter)

Dratsab

3946 posts

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Lifetime subscriber

#427897 17-Jan-2011 10:36

SteveON: Write a novel why don't you?

Its simple to say that the resellers haven't had the correct training or experience...

How about not trolling?

The OP wanted to relay an experience (from his perspective) in full. Nothing wrong that. If you've actually got nothing constructive to say, don't bother saying anything.

Personally I found it interesting to read the full circumstances rather than just an all too common bleat which says something like "their service sucks" and doesn't give the reader a full appreciation of how/why this conclusion has been arrived at.

Sharesies

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2degreesCare

1537 posts

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2degrees

#427933 17-Jan-2011 11:26

mananon: I'd agree with you there Quickymart: Too hard basket, at least at the end, even for the managers.
Important to remeber that both stores were very busy indeed with all the staff run off their feet. I will say though, when pressed, everyone did their best. They simply didn't know what to do. I was rather put out that they weren't aware of their own in-store advertising though.
As with nakedmolerat's experience, at WHS my wife did all the data entry so that the sales assistant could relay what was being said to her over the phone. In many cases what she was told din't relate to what the screen showed and didn't match what the manual said either. SIM card numbers were a big issue and we had to try 4 different ones before the system would let us proceed.
At the end of the day this was a combination of an overly complex system (far more so than the Telecom one we subsequently went through) and an utter lack of training.
Shops like WHS and DS sell a lot of products and we all expect the sales staff to know something about everything so I don't blame those guys for not having much detailed product knowledge.
As someone said above, this is never going to work well until 2 Degrees has it's own highstreet outlets.

Many thanks for the feedback and taking the time to put your experience into writing. We're sorry that you didn't get the service you expected especially as the end result wasn't reached.

We want to make every 2degrees customer experience as easy and trouble free as possible and would like to know when this has not been the case. Signing up to Pay Monthly has worked successfully for many customers wishing to join 2degrees in our dealer stores as well as our own stores and should be a painless process. However there may be times when this relatively new procedure has stalled for some customers.

I will definitely pass this feedback onto our Channel Managers who will take up the issue with the store managers in question. They ensure dealers and their staff are trained across 2degrees products and services and have access to the information required to help potential and existing 2degrees customers. I will also inform the Contact Centre managers regarding the person you spoke to, however I will say there may be dealer promotions where 2degrees have no control over and are subject to change at short notice without our knowledge.

Please can you PM me a contact number including the number you called our contact centre from so we can look your issues more thoroughly.

Kind regards
^POB

timbosan

2159 posts

Uber Geek

#427961 17-Jan-2011 12:12

Dratsab:
SteveON: Write a novel why don't you?

Its simple to say that the resellers haven't had the correct training or experience...

How about not trolling?

The OP wanted to relay an experience (from his perspective) in full. Nothing wrong that. If you've actually got nothing constructive to say, don't bother saying anything.

Personally I found it interesting to read the full circumstances rather than just an all too common bleat which says something like "their service sucks" and doesn't give the reader a full appreciation of how/why this conclusion has been arrived at.

I totally agree - too often people just post something like "company xyz didn't do what I wanted, and they suck", whereas to find a full and detailed account, epecially from a new user, is great.

I have been at the end of poor customer service before (Vodafone though) and it takes time to write out all the details of a complaint, especially when it spans more then just a single incident such as store visit or phone call. It is far to easy to just vent without including all the details.

And i notice that an 'official' response has already been posted - congrats to 2 Degrees for reading and taking note.

fab

155 posts

Master Geek

#427968 17-Jan-2011 12:19

Thanks to the original poster - I found it an interesting read. Often people will write a short post and others will simply ask for more details :)

Re the experience...I've been seriously considering swapping to 2D but (as well as this post I guess) not being to to pay for parking via TXT is the biggest stumbling block for me.
I asked 2D via email and got one back saying not sure when or if it will happen...bummer.

mananon

8 posts

Wannabe Geek

#427977 17-Jan-2011 12:32

Please can you PM me a contact number including the number you called our contact centre from so we can look your issues more thoroughly.

PM sent.
Cheers,

keewee01

1737 posts

Uber Geek

Trusted

#428089 17-Jan-2011 16:27

fab: Thanks to the original poster - I found it an interesting read. Often people will write a short post and others will simply ask for more details :)

Re the experience...I've been seriously considering swapping to 2D but (as well as this post I guess) not being to to pay for parking via TXT is the biggest stumbling block for me.
I asked 2D via email and got one back saying not sure when or if it will happen...bummer.

Someone from 2degrees posted in one of the threads recently that the txt2park one is being actively worked on so it may not be far off.

keewee01

1737 posts

Uber Geek

Trusted

#428092 17-Jan-2011 16:30

2DegreesCare:
mananon: I'd agree with you there Quickymart: Too hard basket, at least at the end, even for the managers.
Important to remeber that both stores were very busy indeed with all the staff run off their feet. I will say though, when pressed, everyone did their best. They simply didn't know what to do. I was rather put out that they weren't aware of their own in-store advertising though.
As with nakedmolerat's experience, at WHS my wife did all the data entry so that the sales assistant could relay what was being said to her over the phone. In many cases what she was told din't relate to what the screen showed and didn't match what the manual said either. SIM card numbers were a big issue and we had to try 4 different ones before the system would let us proceed.
At the end of the day this was a combination of an overly complex system (far more so than the Telecom one we subsequently went through) and an utter lack of training.
Shops like WHS and DS sell a lot of products and we all expect the sales staff to know something about everything so I don't blame those guys for not having much detailed product knowledge.
As someone said above, this is never going to work well until 2 Degrees has it's own highstreet outlets.

Many thanks for the feedback and taking the time to put your experience into writing. We're sorry that you didn't get the service you expected especially as the end result wasn't reached.

We want to make every 2degrees customer experience as easy and trouble free as possible and would like to know when this has not been the case. Signing up to Pay Monthly has worked successfully for many customers wishing to join 2degrees in our dealer stores as well as our own stores and should be a painless process. However there may be times when this relatively new procedure has stalled for some customers.

I will definitely pass this feedback onto our Channel Managers who will take up the issue with the store managers in question. They ensure dealers and their staff are trained across 2degrees products and services and have access to the information required to help potential and existing 2degrees customers. I will also inform the Contact Centre managers regarding the person you spoke to, however I will say there may be dealer promotions where 2degrees have no control over and are subject to change at short notice without our knowledge.

Please can you PM me a contact number including the number you called our contact centre from so we can look your issues more thoroughly.

Kind regards
^POB

I really wanted to sign up to Pay Monthly in store so as to get the store vouchers, but one store refuses to sign people outside of Auckland, Wellington and Christchurch, and the other chain stores all said they'd heard about the instore sign up, but knew nothing about it other than it being a long and painful process. Therefore I went without getting the store credit and just signed up to Pay Monthly online - a very painless process.

My take on hearing the comments about it over the last couple of months is that it isn't just a store here and there who have issues with it, it is a large number of stores.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#428339 18-Jan-2011 10:02

keewee01:
2DegreesCare:
mananon: I'd agree with you there Quickymart: Too hard basket, at least at the end, even for the managers.
Important to remeber that both stores were very busy indeed with all the staff run off their feet. I will say though, when pressed, everyone did their best. They simply didn't know what to do. I was rather put out that they weren't aware of their own in-store advertising though.
As with nakedmolerat's experience, at WHS my wife did all the data entry so that the sales assistant could relay what was being said to her over the phone. In many cases what she was told din't relate to what the screen showed and didn't match what the manual said either. SIM card numbers were a big issue and we had to try 4 different ones before the system would let us proceed.
At the end of the day this was a combination of an overly complex system (far more so than the Telecom one we subsequently went through) and an utter lack of training.
Shops like WHS and DS sell a lot of products and we all expect the sales staff to know something about everything so I don't blame those guys for not having much detailed product knowledge.
As someone said above, this is never going to work well until 2 Degrees has it's own highstreet outlets.

Many thanks for the feedback and taking the time to put your experience into writing. We're sorry that you didn't get the service you expected especially as the end result wasn't reached.

We want to make every 2degrees customer experience as easy and trouble free as possible and would like to know when this has not been the case. Signing up to Pay Monthly has worked successfully for many customers wishing to join 2degrees in our dealer stores as well as our own stores and should be a painless process. However there may be times when this relatively new procedure has stalled for some customers.

I will definitely pass this feedback onto our Channel Managers who will take up the issue with the store managers in question. They ensure dealers and their staff are trained across 2degrees products and services and have access to the information required to help potential and existing 2degrees customers. I will also inform the Contact Centre managers regarding the person you spoke to, however I will say there may be dealer promotions where 2degrees have no control over and are subject to change at short notice without our knowledge.

Please can you PM me a contact number including the number you called our contact centre from so we can look your issues more thoroughly.

Kind regards
^POB

I really wanted to sign up to Pay Monthly in store so as to get the store vouchers, but one store refuses to sign people outside of Auckland, Wellington and Christchurch, and the other chain stores all said they'd heard about the instore sign up, but knew nothing about it other than it being a long and painful process. Therefore I went without getting the store credit and just signed up to Pay Monthly online - a very painless process.

My take on hearing the comments about it over the last couple of months is that it isn't just a store here and there who have issues with it, it is a large number of stores.

Hi,
Thanks for the feedback. Please can you PM me with the details, the stores you went to and your 2degrees number. All the stores that have the facility to sign up 2degrees customers have had training and should be able to sign you up regardless if you are outside Akl, Wgtn, Chch and Qns.

We are currently reviewing training procedures with the stores and our Channel Managers are taking steps to resolve the issues that have been raised.

^POB

gjm

808 posts

Ultimate Geek

#428342 18-Jan-2011 10:10

"All the stores that have the facility to sign up 2degrees customers have had training and should NOT be able to sign you up regardless if you are outside Akl, Wgtn, Chch and Qns. "

...um, officer of the English language part 2 pointing out a possible mistake

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