[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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Networkn
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#1009587 20-Mar-2014 09:14

RalphFromSnap: Hi nitrotech

That doesn't sound great - I can assure we're defintely interested in getting people connected to fibre! So much so that we're in the process of setting up a dedicated outbound sales team to assist with exactly that.

Cheers
Ralph

HAHA, more sales, just what you need! How about servicing the customers you ALREADY have to a decent level before worrying about increasing the load on your helpdesk?

Sounds just like Orcon! See how well that worked out for them.

Defies belief.

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#1009675 20-Mar-2014 10:42

Hi networkn

The intent is very much to improve the service levels offered to our existing customers. By shifting some of the sales workload to a dedicated team means we have more inbound resources available for other calls from our existing customer base.

These new roles are additional (and we're still filling a number of helpdesk roles as quickly as we can) so yes, we expect this to move to signifcantly improve the overall level of service that all (both new & existing) customers receive from Snap.

Cheers
Ralph

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networkn

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#1009696 20-Mar-2014 11:21

RalphFromSnap: Hi networkn

The intent is very much to improve the service levels offered to our existing customers. By shifting some of the sales workload to a dedicated team means we have more inbound resources available for other calls from our existing customer base.

These new roles are additional (and we're still filling a number of helpdesk roles as quickly as we can) so yes, we expect this to move to signifcantly improve the overall level of service that all (both new & existing) customers receive from Snap.

Cheers
Ralph

Funny, that's what Orcon said when they did the same thing. Anyways, anything is possible, I guess time will tell.

vexxxboy

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#1009773 20-Mar-2014 12:15

alyhough im a happy snap customer, you have been saying for months that you will improve waiting times heres a quote from July of last year

Hi guys

Thanks to everyone for their feedback. We hold ourselves to some pretty high standards, so its really disappointing from our perspective to see some grumbles.

We're absolutely committed to delivering not only a quality internet experience but outstanding customer service, every step of the way. To that end we're working as quickly as we can to bring more resources into the helpdesk team, as well as prioritising a number of internal projects to further streamline a bunch of processes.

We're confident that very soon we'll be on top of our game again, and appreciate all of your (constructive!!) feedback and support.

Cheers
Ralph

not a lot has changed.

Common sense is not as common as you think.

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#1009790 20-Mar-2014 12:35

Hi vexxboy

You're right - July (& August) were less than optimal from our usual standards. But then we did improve quite substantially over the next 4-5 months - our abandon rate dropped by over 60%, and speed of answer went from 6 minutes to less than 2 1/2 minutes on average.

All of which doesn't really matter in the here & now, so all I can say is that we're commited to signifcantly improving our performance and getting it back to where we want it to be, and where you expect it to be.

Cheers
Ralph

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#1009794 20-Mar-2014 12:43

thats good to hear, mind you my last 5-6 calls to you only 1 was answered in under 20 minutes .

Common sense is not as common as you think.

networkn

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#1009797 20-Mar-2014 12:44

RalphFromSnap: Hi vexxboy

You're right - July (& August) were less than optimal from our usual standards. But then we did improve quite substantially over the next 4-5 months - our abandon rate dropped by over 60%, and speed of answer went from 6 minutes to less than 2 1/2 minutes on average.

All of which doesn't really matter in the here & now, so all I can say is that we're commited to signifcantly improving our performance and getting it back to where we want it to be, and where you expect it to be.

Cheers
Ralph

I always wonder where these "averages" come from. I know a number of customers who have called snap recently and been on hold 40+ minutes on multiple occasions, which means for the average to drop to 2.5 minutes there must be calls being answered in a few seconds.

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#1009814 20-Mar-2014 13:06

Hi networkn

Lately the average speed of answer has been "less than ideal" and way higher than the 2.5 minutes I mentioned earlier - this was relating to mainly Q4 last year.

Just looking at yesterdays performance now - average speed of answer throughout the entire day (midnight to midnight) was just under 9 minutes, but agree that there were some bad patches were the average wait time was waaaay longer than this.

Would it be useful to put something on our website that showed the typical calling volumes/wait times by time period??

Cheers
Ralph

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Psilan

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#1009871 20-Mar-2014 14:11

You should give you support staff access to your ACW stats, then the ability to append the intro message with an estimated time. Update this every few hours, or just at your peak times.

In these messages, also suggest other means of contact. Anything to reduce call volume.

Voyager referral - https://refer.voyager.nz/68QKJ8XKK

cjmchch

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#1009931 20-Mar-2014 15:33

Hi Ralph

You don't need to be a rocket scientist to figure that one of the biggest reasons customers leave an ISP company is because of a lack of customer support, followed closely by poor performance of the product they have chosen. And funnily enough both are closely linked. SNAP has been around a little while, but in general terms is a start-up, and as you have grown in both your product range and your customer database, exponentially your problems grow and so does the demand on your existing staff. This in turn creates the very problem you see people complaining about here. The problem with this is, that the breath of fresh air you bring to the playing field quickly becomes as stale as the rest.

I've not been long with SNAP and was previously with WxC, and to be honest, they leave SNAP for dead in both customer care and reliability of product.

Surely as the 'communications' man behind SNAP you should ensure that some of the essential items are ticked off for every new customer at the point of joining. This on its own would reduce the need for people to call for assistance. When I joined SNAP I never received a single piece of information about my account details, how to log on, what my account number was, how to operate the Fritz!Box, how to use the answering machine, absolutely nothing, I spent many needless minutes on the phone finding that information out, something that should have been communicated to me in written form. That was a waste of my time, SNAP's time and a waste of the time of the person waiting in queue for his call to be answered.

Do you keep a record of what each and every call is about? I know that for every problem I have had, and it has been many, it has been to do with the Fritzx!Box. Even today I have issues with my Fritz!Box with markedly reduced speeds and instability with DNS resolution through the box. RO will look at that later for me. I wouldn't be surprised to find that the largest majority of your support calls are related to the instability of the Fritz!Boxes and how they work with the way SNAP have their network setup. I don't know of any other ISP's that have the same amount of issues with their devices that SNAP have with the Fritz!Box. If you have to increase your staff to support a product that isn't working for you, that is making your customers unhappy to the point of terminating their business with you and extending the wait times for your customers - wouldn't it be prudent to at least try a different product to see if that works better. Even if it is slightly more expensive, chances are it will be cheaper in the long run.

And for what it is worth - yesterday I hung up after 40 minutes on hold. The last 15 of which my position was number 1.

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#1009932 20-Mar-2014 15:34

Also is the wait time related to the length of time each staff member spends on a call? Is there a way to minimise the time (without compromising the quality of service) so allowing the staff member to answer the next call

Clinty

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#1009934 20-Mar-2014 15:38

clinty: Also is the wait time related to the length of time each staff member spends on a call? Is there a way to minimise the time (without compromising the quality of service) so allowing the staff member to answer the next call

Clinty

Look up "Erlang Theory"

SumnerBoy

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#1009935 20-Mar-2014 15:43

I completely agree with cjmchch. I would say 80% of my issues have been to do with the FritzBox. I have just received a replacement for my original one, and while one of the problems seems to be resolved many of the others are still there.

It is a very clever bit of kit that has a lot of bells and whistles (of which I am using them all and was one of the reasons I switched to Snap) but it really falls short of being a reliable, stable home router.

Previously I had a Draytek Vigor 120 ADSL modem + WNDR3700 running DD-WRT. How I long for those stable days!

Some of the things that really frustrate me with the FritzBox;

1. IP6 seems to screw up the DHCP server completely
2. Static IPs assignments just ignored sometimes
3. DECT phones losing connection
4. Random slow downs

It is clearly firmware issues, but I think you should have a much better testing regime before releasing new firmware versions onto the users. My original box came with a BETA version (see my other thread about this). How can a device go out the door to a paying customer with BETA software?!

I asked about this and was told it was the latest available and had been through thorough testing. However when I got my replacement it was on the earlier non-BETA version.

Go figure.

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#1009937 20-Mar-2014 15:45

thought ild chime in, considering im currently dealing with an issue with snap.

considering my issue is rather technical to transit rather than the connection itself, a standard helpdesk CSR isnt going to be able to do very much, so i went direct to their email support system (which works rather effectively in all my attempts).

along with that, i made a thread here on GZ, to see if i could dig up if anyone else was having the issue, see if i couldnt make some sort of a relationship between in that snap could use to their advantage in solving my issue.

this was very effective, and i have been getting near daily updates (sometimes a few each day) via the email support system, along with the snap guys behind ralph also following it up.

what has the outcome been for me?

my issue is being dealt with (im well aware its a long road ahead to get it resolved) in a very timely matter, by snap reps who are keen to resolve the issue.

this keen drive to solve my issue, is what sealed the deal for me when i was picking snap in the first place, and have had that support there when i needed it.

i couldnt ask for anything more, other than maybe answering the phone in peak times a little faster (a HUGE improvement over a previous larger isp however still.)

now that i have seen the quality that snap provides in their network, even if the support turned to sh!t, i would struggle to find somewhere else to move to.

Keep up the good work snap :) any improvements you guys make would be the icing on the cake for me!

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hio77

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#1009940 20-Mar-2014 15:47

SumnerBoy:
It is clearly firmware issues, but I think you should have a much better testing regime before releasing new firmware versions onto the users. My original box came with a BETA version (see my other thread about this). How can a device go out the door to a paying customer with BETA software?!

I asked about this and was told it was the latest available and had been through thorough testing. However when I got my replacement it was on the earlier non-BETA version.

Go figure.

and this is why, im still such a strong supporter of running 5.22/5.21 where possible.

rock solid firmware in my experience, unlike the rest.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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