[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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SumnerBoy

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#1009941 20-Mar-2014 15:48

Any hints on where I can download that from? My latest box is 5.51.

pchs

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#1009942 20-Mar-2014 15:49

cjmchch: 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'm not sure if you can quite class Snap as a Start-up, sure they are not well known in the Residential Market, but they are actually one of the largest enterprise carriers in the Country behind the big 2 with a considerable network, and they have been around in that space for 10+ years. They do have a significant amount of resource in their Business/Corporate division and I've never experienced hold time at all on this call center (which is apparently separate, but still in house) it just seems like this is causing issues with their Residential Business? possibly to do with the load from the University's as they provide broadband to many of the Halls of Residences.

hio77

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#1009952 20-Mar-2014 15:51

SumnerBoy: Any hints on where I can download that from? My latest box is 5.51.

see the performance vdsl thread.

http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=105744

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SumnerBoy

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#1009958 20-Mar-2014 15:57

Wow - big thread! The FTP links at the start are broken, and I could only find a link for 5.22 on 7340 at the end of the thread. Anyone know where to get 5.22 for 7390?

hio77

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#1009961 20-Mar-2014 16:00

SumnerBoy: Wow - big thread! The FTP links at the start are broken, and I could only find a link for 5.22 on 7340 at the end of the thread. Anyone know where to get 5.22 for 7390?

simply because i dont trust AVMs FTP servers to work at all... its here, on my GDrive.

ill bug SamF to make sure links are updated there for future reference too.

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Dynamic

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#1009966 20-Mar-2014 16:08

RalphFromSnap: 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

I don't remember seeing an ISP make public their peak times to encourage callers to use an off-peak time for non-urgent issues. I appreciate there is some psychology to it (I once had an interesting chat with a lady who's job was to do cost/benefit analysis on number of call centre staff vs how long customers would hold for before giving up), but I can only see it helping to even out call volumes.

I happen to like the phone system that keep you updates on the estimated number of minutes before your call will be answered, and the ones that let you punch in your number so the phone system automagically calls you back when you reach the front of the queue. They are partially easy for me to like because I didn't have to pay megabucks for them. :)

I've had nothing but stellar service from Snap for the last 18 months and have not had to call in the last 12 months. I'm also aware of company growing pains, and wish you well for resolving these pronto. I can recommend some business development experts to help if you like!

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Amosnz

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#1009987 20-Mar-2014 16:29

http://www.internode.on.net/contact/call_wait_times/

Speedtest

cjmchch

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#1009996 20-Mar-2014 16:32

hio77:
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.

I think what you also need to add to that statement is the model to which you refer. There are different Firmware's for different models I believe.

hio77

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#1010023 20-Mar-2014 16:48

cjmchch:
hio77:
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.

I think what you also need to add to that statement is the model to which you refer. There are different Firmware's for different models I believe.

thus stating 5.22/5.21

as i made it clear though, would suggest sticking that argument to another thread.

i never once said download THIS exact firmware. i did give a firmware link, once the exact model was given.

there is talk of some of the newer 7390s not being able to run 5.22/5.21 unfortunately.

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