Support - how to do it - take note Orcon and other NZ ISPs

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Support - how to do it - take note Orcon and other NZ ISPs

OldGeek

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#100733 17-Apr-2012 20:40

I recently had a problem with a Norton Internet Security registration. I have a 3-PC licence but a new laptop that came with a trial version of NIS was registered separately and the trial was about to expire.

I Chromed in to NIS support and went through the FAQ/automated responses then on to 'live support'. This was a browser-based conversation with a support person with a 2-minute wait at the start. The problem was identified and the licence on my new laptop included in the 3-pc licence. The whole process took 10 minutes.

How I wish talking to Orcon would be as easy, quick and effective. Instead the prime point of contact remains an 0800 call and a wait on hold.....dark ages stuff now.

mattwnz

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#610808 17-Apr-2012 20:51

Thy have an online email ticket system too, so you don't have to wait on hold

OldGeek

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#610831 17-Apr-2012 21:32

mattwnz: Thy have an online email ticket system too, so you don't have to wait on hold

Ever tried to use that? Last time I did that I got an apologetic email about a month later. Ever tried to email support? Last time I did that the automated response was the first and last response to it.

Neither comes close to the experience with Symantic - which was a 'live' browser-based message texts. Imagine getting a problem with Orcon and having it resolved in 10 minutes elapsed time.

cokemaster

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#610834 17-Apr-2012 21:39

Telecom also uses a similar technology that they use for certain parts of the website.

I've found it very useful - I've used it a few times to change things on my account. They usually email a confirmation email with what was said as well. :)

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johnr

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#610837 17-Apr-2012 21:40

Vodafone uses this as well

mattwnz

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#610839 17-Apr-2012 21:45

OldGeek:
mattwnz: Thy have an online email ticket system too, so you don't have to wait on hold

Ever tried to use that? ?Last time I did that I got an apologetic email about a month later. ?Ever tried to email support? ?Last time I did that the automated response was the first and last response to it.

Neither comes close to the experience with Symantic - which was a 'live' browser-based message texts. ?Imagine getting a problem with Orcon and having it resolved in 10 minutes elapsed time.

If that is the case, then they are not doing it right. It should at least be answered the same day.

One thing I have found with the 'live' chat systems I have used with other companies, is that they can be run by a subcontracted companies out of India, so they may not be able to help with some things. I actually had some spam from an India company selling that sort of live chat system.

kingjj

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#610916 18-Apr-2012 02:40

Should this really be located in Orcon's forum? Sounds more Off Topic to me.

NonprayingMantis

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#610940 18-Apr-2012 08:22

yep, telecom and vodafone both do this exact feature.
(although obviously if your broadband is down then it can be pretty hard to use :P, so call centres still come in handy )

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Kyanar

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#610992 18-Apr-2012 09:17

Orcon's support ticket system actually does support live chat functionality. It also supports viewing the status of your ticket, and other stuff that you can't actually do with Orcon because they've disabled it.

OldGeek

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#611010 18-Apr-2012 10:02

Kyanar: Orcon's support ticket system actually does support live chat functionality. It also supports viewing the status of your ticket, and other stuff that you can't actually do with Orcon because they've disabled it.

Well I have never found any 'live chat' facility on Orcon's support pages.

When you click Support you are taken through the 'Knowledgebase Support' process. Once you choose your options from there an icon allows you to select 'talk to us' clicking that icon takes you to the contacts page, (http://www.orcon.net.nz/support/contact_us) implying that the various helpdesk phone numbers are your only contact option.

There is a 'Request Support' seb-menu on the above screen (confusing when you have already requested support to get here) and this presents a form to fill out with a Submit button. No 'live chat' here.

So where is this 'live chat' facility?

loceff13

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#611258 18-Apr-2012 16:38

Didn't he just say it's disabled on their end?

Phexx

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#611272 18-Apr-2012 16:48

I had a Norton key, which could be used with 5 pcs. Unfortunately I uninstalled it from one pc, and move it to another pc. Unfortunately because of the restriction, I was unable to activate it.

After 10mins on Norton 360 live chat, the problem was resolved, and I dealt with a very polite representative. I wish Orcon support was this responsive. I have found their reps friendly, but hellish waits to get to them.