[Snap] Dont join snap!!!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Dont join snap!!!

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#900754 22-Sep-2013 17:43

danielfaulknor: As I said above, all you generally see is the complaints.

Spot on - which raises another intersting topic.

Lots of people come on here and jump on their soap box about ISP A or ISP B and about how bad their service is. Take what you want from it but the number of soap box posts (or complaints in general) about Snap are very minimal compared to many other ISPs.

SATTV

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#900768 22-Sep-2013 18:27

sbiddle:
danielfaulknor: As I said above, all you generally see is the complaints.

Spot on - which raises another intersting topic.

Lots of people come on here and jump on their soap box about ISP A or ISP B and about how bad their service is. Take what you want from it but the number of soap box posts (or complaints in general) about Snap are very minimal compared to many other ISPs.

I agree, that i why I proactively posted about my happiness with moving to SNAP a few months ago.
http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=115771

Four months and not skipped a beat and still 25% faster than my other providers.

Keep up the good work SNAP

John

I know enough to be dangerous

richms

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#900826 22-Sep-2013 20:20

It seems there are some real issues with chorus stuffing up when moving from a LLU provider to one that uses their own gear. Happened to my sister moving to snap and for some reason ended up with an install fee or something on it as well.

Happened to another friend who was left DSL and dialtone-less on a friday moving from orcon to someone else, got it back on tuesday after many calls to them who had issues not being able to load a fault with chorus because something else was still not showing as complete.

Seems to be a recurring problem with chorus is that something is half done, forgotten about and not completed so no fault can be lodged to get them to finish it off.

Probably not snaps fault, but they might have been able to handle better? Who knows? They are residential services with no SLA so they have done nothing wrong.

Richard rich.ms

meesham

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#900845 22-Sep-2013 20:45

JeremyNzl:
I would be surprised if you used $50 or even $100 of calls on your cellphone within an 11 day period. Even if u had a landline u would still have spent a good portion of the amount u claim to have spent if you made this many calls.

As said previously by SCM, they have an 0800 number so it wouldn't have cost him anything (it will be Snap picking up the bill for the calls).

puckfack

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#900878 22-Sep-2013 22:06

timmmay:
puckfack:
timmmay: I'm considering Snap, and this thread won't sway my opinion. Them not replying to my questions when they said they would might, but not this thread.

I look forward to seeing your complaint in a months time.

I consider Internet a reasonably essential service, behind water and power of course, but reasonably important. I have backups for all important services - bottled water, gas to cook with, and a two 3G connections for when my primary internet connection is down. Since I'm planning on migrating to UFB from cable I'll simply leave the cable in place until the UFB is working properly, whether it takes a week or a month is reasonably irrelevant. That's not easily possible for xDsl services unfortunately, in which case I'd probably talk to a neighbor about sharing WiFi as a mitigation.

All companies have times when things don't go perfectly, especially in high tech areas where multiple companies are working together. From your description it sound like Snap haven't done a great job, and they can't defend themselves or offer explanation because you're anonymous and they can't violate your privacy. You can however say whatever you want with virtually no recourse, whether it's true or not.

People who come here with reasonable complaints with the aim to get help from members or providers are usually well received, especially if they come with facts, don't use emotive language, and act reasonably and are friendly. Come in all guns blazing and you see what kind of reaction you get. Even now though if you head towards being reasonable you will get help from members, and no doubt from Snap when their rep next checks the forums. But keep things up like you're going and I doubt you will get any help at all.

I admit that I may have come off a little strong and I do apologize for that however you need to understand the level of frustration.

Yes had I been told straight up from the start that a connection for UFB like you pointed out may take up to a month prior to joining I would have been ok however if I or anybody was told that it would take 10 working days prior to joining then being told after payment and signing a contract that it would take 1 month or longer would you not be annoyed in anyway?

Just to clarify for those who keep referring to the 0800 number. The phone calls I am referring to are not the calls to snap but rather personal phone calls which are not free.

I also understand judging from posts that many have a problem with Chorus. However I have ascertained that in this instance Chorus actually had no control over the matter and was awaiting an update from snap before they were able to get to work.

michaelmurfy

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#900908 23-Sep-2013 00:12

johnr: puckfack every single ISP has complaints on Geekzone far out I work for one of them, No ISP offers plain sailing fault free service, You really to build a bridge and get over it move on more to worry about in life

Tell you what DM me your Bank account and I will flick you $10 maybe this might cheer you up :P

John has a happy fund, he's never paid me out of his happy fund before so feel privileged.

Regardless, I've had 4 accounts with Snap in total over the years, I've recommended them to others even though I've usually always worked for an opposition company, they offer good support and I've got some good friends who work there also. I've never had any serious problems and would continue to recommend them to others.

My only problem is over the years of giving them money they have not given me a million dollars to say "thanks" - those sleazy bastards. I'm forever having to phone my ISP for faults made by Chorus, it's not my ISP's fault and the fact that I'm nice to them and give them time to sort out a fault makes them try to go that extra mile for me. My parents are a good example, it took them 4 months to get connected to xDSL, it was not the ISP's fault, it was the fact the xDSL cabinet (that's ironically on their farm) had no ports in it so they were on a port waiter, my parents were patient and finally got connected and the ISP apologised for the wait and made sure everything was aright, that ISP was Snap.

So Kudos Snap, you're great. To the OP, I'd recommend buying some Be Happy Tea, it's sold at pretty-much all supermarkets.

Michael Murphy | https://murfy.nz
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Elpie

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#900920 23-Sep-2013 03:13

puckfack:
I admit that I may have come off a little strong and I do apologize for that however you need to understand the level of frustration.

An apology that isn't an apology, for a post full of emotion but short on facts. So, Snap was, according to you, telling "preposterous" stories, refusing to do anything about connecting you, and "patronising" you by apologising and offering compensation. It's unfortunate that you have apparently had a bad experience and that you didn't find the connection, apologies and compensation offer acceptable. However, belaboring the point here is not going to achieve anything. Fortunately, most people who read these forums are discerning enough to not take too much notice of rants. If you want to use geekzone to do some public shaming it would be wise to re-read what you have written and consider whether it's Snap or you that is most shamed by your posts.

Everyone has a button that sets them off so don't think you need to disappear though. Stick around, engage in discussions and you will find that constructive criticism is even welcome here. Reputations can be rebuilt, if you are interested in being here for more than just slagging off Snap.

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Klipspringer

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#900978 23-Sep-2013 08:48

johnr: I wonder if the OP will be a 1 post wonder never to be seen again

Probably.
Wonder if the OP also goes under any other usernames on this forum?

jnimmo

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#900982 23-Sep-2013 09:01

I have had two connections not go smoothly recently with Snap, however both involved other complicating circumstances.
Yes, waiting on hold was frustrating as was the connections taking longer than expected, but still I am happy to be with them.

The first one, someone at work was setting up a connection for a new location and they put on the online sign up that we already had an existing connection; which resulted in the connection at our main location being cut off for most of a day. Very frustrating, but I believe the fault was mainly with Chorus (who turned up at our main location not the new one). Logged a fault with Chorus and they flicked some switch and things started working again.

Second connection the internet went on OK but our phone line was held up because someone else decided to put in a work order with Telecom for moving our phone line, meaning the Snap port request got bumped off the list.

Both connections required a fair bit of effort on my part to resolve, but they weren't straight forward connections so I'm not upset.
I look after 5 DSL connections currently with Snap and can't fault them.

Good luck with your legal action, I don't think any Court would hear your case.

danfaulknor

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#900986 23-Sep-2013 09:13

Klipspringer:
johnr: I wonder if the OP will be a 1 post wonder never to be seen again

Probably.
Wonder if the OP also goes under any other usernames on this forum?

Has anyone else noticed what you get when you swap the first letters of the two words in the OPs username?

they/them

Prodigi - Optimised IT Solutions
WebOps/DevOps, Managed IT, Hosting and Internet/WAN.

freitasm

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#900996 23-Sep-2013 09:55

Klipspringer:
johnr: I wonder if the OP will be a 1 post wonder never to be seen again

Probably.
Wonder if the OP also goes under any other usernames on this forum?

The OP joined ten days before the post. I'd stop speculation about now.

reven

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#901029 23-Sep-2013 10:27

love snap, I've been with them for about 8 years now. moved 4 or 5 times in that time and each time my internet has been on the day of the move all except 1 time. that 1 time there was a problem at the exchange and within 2 days they moved me to a dedicated something (cant remember exactly, it was 5 years ago) which gave me 8mbps on adsl1, which was awesome.

moved 6 months ago and on the day of the move I had internet + phone at my new house as scheduled.

not saying people can't have issues, but I think you will find most of their customers are happy. I certainly am, and I get great speeds for ADSL2+.

Hammerer

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#901130 23-Sep-2013 11:42

freitasm:
Klipspringer:
johnr: I wonder if the OP will be a 1 post wonder never to be seen again

Probably.
Wonder if the OP also goes under any other usernames on this forum?

The OP joined ten days before the post. I'd stop speculation about now.

Thanks freitasm for stopping this.

The OP was clearly frustrated at being at out-of-service and out-of-pocket so I can excuse the dramatic comments. The OP needed to be reminded to stick to the facts, use moderate language and aim for a constructive outcome. But I think that it is unreasonable for other long-time posters to then cast aspersions on the OP by speculating about negative motivations and methods. This contributed nothing to a positive outcome. The OP at least had ameliorating circumstances as an excuse.

I suspect that the OPs proposal to start a class action lawsuit was the proverbial red rag to a bull. That's probably why Snap's many satisfied customers came out in support, which is why I rate Snap highly. But positive experiences mean nothing when someone has a problem.
In this case, Snap clearly failed to maintain service continuity for their new customer. The customer doesn't care who is at fault but does care how Snap handles it. It was not good enough for the OP and it wouldn't be good enough for me.

So Snap should give some attention to customer service for these sorts of problems as the OP is not the first or only one. For example, someone else here is "THOROUGHLY regretting switching to Snap".

paulst

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#901142 23-Sep-2013 11:56

SamF: You have to remember that most of the time it's Chorus who are to blame for delays. There are lots of people who have nothing but great experiences with snap, myself included.

You buying a service from Snap, if they can't manage their providers, its still on them. If you went to them separately and independently what you say may be relevant. BUT you buying a service and it should be treated as such.

surfisup1000

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#901191 23-Sep-2013 13:10

Hammerer:

So Snap should give some attention to customer service for these sorts of problems as the OP is not the first or only one. For example, someone else here is "THOROUGHLY regretting switching to Snap".

As should all ISP's. Of more interest , would be complaints per customer per ISP.

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