[Snap] RANT.... Poor service

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samsam

167 posts

Master Geek

#109755 25-Sep-2012 23:29

This is a story of my experience with Snap, just to keep the internet providers on their feet

I was planning on moving into a new apartment near the wellington waterfront (just across the road from Te Papa), being close to the CBD I was excited to hear that I could get VDSL. Being a geek im a big fan of fast internet, the faster upload would be perfect for my skydrive, and streaming content from my media server across the internet.

Had heard good things about Snap, and their service, had a look at their website, the pricing was good, flexibility of data appealed to me. Also a free FRITZ!Box, on a 24mth contract and only $150 termination after 12 months (had signed a 16 month lease so discounted the first 16 months), seemed a good deal. I signed up on the 7/09/2012 at about 4pm, wrote a little comment about if I could get the FRITZ!Box delivered to my current address, and if it could be connected by the 21/09/2012 asked them to call if there was going to be problems.

About a half a week later, wanting to check that things were going ok, you know being in charge of the internet for four people is a lot of pressure. Gave them a call, found out that the FRITZ!Box was out of stock but should arrive on time. I also checked the date of install, and the address that FRITZ!Box would be sent to. Install date was 21/09/2012, and the right address for the FRITZ!Box, asked them to give me a call if anything changed. I like to be kept in the loop, and so I could pass on details to my other flatmates.

It’s now the 19/09/2012 still no call or FRITZ!Box, they still have a few days, but better to be safe the sorry, gave them another call. Different install date, now moved to 25/09/2012, some mention of Chorus not knowing that it was a new connection. I'm thinking okay would of been nice if you called me, and who are these Chorus people (I do know who they are), I'm sure I signed a contract with Snap, also I wasn't blaming anyone, just wanted to know some time frames. Now onto the FRITZ!Box, according to them a courier had left a ticket, this seems normal, but I probably have the nicest courier guy ever, he comes early in the morning runs into my house, throws the packages in my door (which is always open) and leaves. I'm thinking maybe he was sick, but why wasn't there a card? I go online, and get it to be re-delivered to a postshop so I can pick it up.

Picking up FRITZ!Box, and everything will be connected on the 25/09/2012. A few hick-ups but in the end everything should be working, maybe a few days late and a weird courier transaction in the middle. But that’s acceptable, a few days is no problem, and the couriers make mistakes sometimes....

My girlfriend shows up on 21/09/2012 to the new place, and what do you know there is a letter from the courier in the mail, Getting kind of excited, thinking someone had sent me a surprise she rushes down to go pick up the package. What do you know its a FRITZ!Box from Snap? A little disappointed that it was no surprise, now there is a solution to the courier ticket mystery. Snap sent the box to the wrong place.

24/09/2012 Give snap a call to check on my internet, Chorus technician is booked in for tomorrow afternoon. Spread the good news to the flatmates that we will have internet tomorrow.

25/09/2012 1630, still no internet time to give snap a call, more the nagging girlfriends idea then my own but a call is easy. Chorus job is still open, tells me they must be working on it should be done in an hour or so, at the latest should be running at 7. Ok will have internet soon, but i have got a basketball game at 7 so hopefully this all works out.

25/09/2012 2030, get home from basketball (a terrible 20 point defeat), hear this voice, expecting a yay your home! but no "the internet still doesn't work!". Give Snap a call, on hold for about 10 mins, its late so this is about what I expect. Ask the guy what’s going on with the internet, he says the job is still open and will have to check. Couple of minutes later, chorus left the job open, there is nothing I can do for you, goes on for a bit about how its chorus who left the job open and they are closed so there is nothing he can do, does say that it was opened at 3 that afternoon. Here is me thinking, cool so the internet doesn't work and you’re putting in some extra effort to blame someone else. Tell him that I called at 1630, first response I get, who did you speak to? as far as i can see there is no record of that call. Getting kind of annoyed, why does it matter that there is no record? I called and do remember it. Moving on I ask him what he can do, he starts taking about chorus, I interrupt him and tell him that Snap is responsible, and that I don't care about Chorus. He continues to tell me that chorus is not open until 8 am tomorrow so there is nothing to do.

I again emphasise that I understand that and that it is Snaps responsibility and that i need to hear about their relationship with chorus. Go on to ask him if there is a complaints system, he tells me there is an email and that they receive the emails. I ask him if this is any use, as so far they haven't been able to give me reliable information. I go on to inform him of my other difficulties, in not being called about changes, to my surprise there is now a guy called Daniel that was in charge. I’m thinking first Chorus was responsible, and now Daniel. I didn't sign a contract with either of them, or ask for internet from them. Now I'm getting quite irritated at this guy. I tell him that I don't care about Daniel and that it is Snaps responsibility. Asking him what they will do, he says that chorus isn't open until 8, and that he will get Daniel to sort it out in the morning. I'm very confused, does this guy not get it? I don't care about Chorus or Daniel I just want some information about my internet.

I then proceed to ask him if I should just sign up with someone else, and he says that he is happy to cancel my account. So I know that I said that I should sign up with someone else but don't they want my custom. Not wanting to wait another few weeks, I tell him that they should call me just after 8 tomorrow with an update on my internet. To my amazement, "Daniel gets in at 9, he is set-up your provision I can get him to call you". I'm very sure Snap has New Zealand call centers, and this guy sounds very nice, but does he no listen, who is Daniel? Why does he need to call me? Doesn't Chorus open at 8? All these thoughts rush through my head. Okay so now I tell him that I don't need Daniel to call me and that he said that Chorus open at 8 so he should get someone to find out what is going on and call me back around then.

26/09/2012 0830, Snap don't call, wait hold on its still Tuesday night (25/09/2012). Guess I shall update you tomorrow morning, I'm sure you all want to know how this story (true story) ends.

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200 posts

Master Geek

#691427 25-Sep-2012 23:33

Paragraphs next time please!

Edit : Much better thanks!

samsam

167 posts

Master Geek

#691440 25-Sep-2012 23:50

Cool,that's a good idea. I'll try to add some in, im not the best at that sort of stuff

khull

1245 posts

Uber Geek

#691441 25-Sep-2012 23:51

I don't mean to offend but you must be a project manager's worst nightmare

helis

96 posts

Master Geek

#691442 25-Sep-2012 23:54

I signed up with Snap only a few days after you and my experience was the exact opposite to you. I was called with updates and every time I called to get more info I was treated really well. The entire process was flawless. All I can suggest is hang in there. Snap Internet service is with out a word of a lie the best you will get in NZ when it comes to residential plans.

BTW Chorus is the wholesale provider. Yes you don't have a contract with them but you also wouldn't have the option of VDSL with out them. Snap and all ISP's for the most part have to cater to Chorus not the other way round. When you called at night the rep you got really had nothing he could do for you at that time. The Snap person either in charge of your signup or provisioning in general was probably gone and with Chorus closed all the rep could do was take some of the heat. It sounds like he didn't do the best job of calming you down. but dealing with irate or annoyed customers is not an easy job.

That's my two cents anyway.

samsam

167 posts

Master Geek

#691443 26-Sep-2012 00:00

helis: I signed up with Snap only a few days after you and my experience was the exact opposite to you. I was called with updates and every time I called to get more info I was treated really well. The entire process was flawless. All I can suggest is hang in there. Snap Internet service is with out a word of a lie the best you will get in NZ when it comes to residential plans.

BTW Chorus is the wholesale provider. Yes you don't have a contract with them but you also wouldn't have the option of VDSL with out them. Snap and all ISP's for the most part have to cater to Chorus not the other way round. When you called at night the rep you got really had nothing he could do for you at that time. The Snap person either in charge of your signup or provisioning in general was probably gone and with Chorus closed all the rep could do was take some of the heat. It sounds like he didn't do the best job of calming you down. but dealing with irate or annoyed customers is not an easy job.

That's my two cents anyway.

I wouldn't say that I was irate and annoyed to begin with, I understand that things go wrong. His blaming of everyone else is what got me annoyed. All I really wanted was a solution, and that someone was actually going to follow through.

On the Chorus, Snap relationship. They have negotiated a contract and agreed to terms of service between them. Snap provides me with internet and I pay them. In the end of the day I don't want to hear about how its not there fault. It is, part of the agreement is they organise the provision of service with Chorus.

samsam

167 posts

Master Geek

#691444 26-Sep-2012 00:01

khull: I don't mean to offend but you must be a project manager's worst nightmare

I'm not yet offended, and probably won't be. I don't understand what you mean?

Zeon

3916 posts

Uber Geek

Trusted

#691450 26-Sep-2012 00:06

Your cutting it way to tight time wise. These things very seldomly work to a tight schedule so best to have a week or 2 of overlap if you need services available when you move.

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SneakerPimps

104 posts

Master Geek

#691455 26-Sep-2012 00:31

I don't know, 2 weeks to get things phone/internet working is enough time if you ask me. And given that samsam stated he needed it connected by that certain, the very least Snap could have done was inform him whether it was feasible or not. Dear I say Telecom is very good with connection time, from a recent move experience, I had a phone/internet done within 3 working days and a day over the weekend.

Like you samsam, I have always heard good things about Snap, but I'm starting to think otherwise. I will give them credit on their phone mannerism, but that's all. I have never received a call back from Snap, I have always needed to follow up. In terms of fixing issues I have had a 50% hit rate. Now, I have had worst experience, so I'm not really complaining (that much).

hellonearthisman

1819 posts

Uber Geek

Trusted

#691466 26-Sep-2012 02:57

You wanted a connection, done in two weeks and Chorus said it may take two and a bit weeks.

Having not been notified about that delay was rough. Calling late after a savage sporting loss
only to be disappointed again to hear that your contract was going out of control,
Did make you come off as some what grumpy.

The phone/internet is a complex network which is managed by the company Chorus.
They only process call during working hours. I guess your Chorus Tech is called Daniel.
And he is the only one who knows why there is a delay.

Sometimes it can take a few weeks to get all the connections sorted, especially for things like,
a new connection.

Cbfd

307 posts

Ultimate Geek

#691474 26-Sep-2012 06:33

Having worked in wellington and around the cbd i know its a hard job for the provisioner and chorus being service orders from certain isps dont have correct tracings - so no doubt i would hazard a guess and say this is the issue also getting acccess to comms rooms in apartment buildings can be a nightmare in its self (blame property manager usually) and the comms room isnt usually that flash or labelled well either - give it sometime and im sure itll get sorted

nakedmolerat

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#691475 26-Sep-2012 06:33

samsam:
25/09/2012 2030, get home from basketball (a terrible 20 point defeat), hear this voice, expecting a yay your home! but no "the internet still doesn't work!". Give Snap a call, on hold for about 10 mins, its late so this is about what I expect. Ask the guy what’s going on with the internet, he says the job is still open and will have to check. Couple of minutes later, chorus left the job open, there is nothing I can do for you, goes on for a bit about how its chorus who left the job open and they are closed so there is nothing he can do, does say that it was opened at 3 that afternoon. Here is me thinking, cool so the internet doesn't work and you’re putting in some extra effort to blame someone else. Tell him that I called at 1630, first response I get, who did you speak to? as far as i can see there is no record of that call. Getting kind of annoyed, why does it matter that there is no record? I called and do remember it. Moving on I ask him what he can do, he starts taking about chorus, I interrupt him and tell him that Snap is responsible, and that I don't care about Chorus. He continues to tell me that chorus is not open until 8 am tomorrow so there is nothing to do.

I again emphasise that I understand that and that it is Snaps responsibility and that i need to hear about their relationship with chorus. Go on to ask him if there is a complaints system, he tells me there is an email and that they receive the emails. I ask him if this is any use, as so far they haven't been able to give me reliable information. I go on to inform him of my other difficulties, in not being called about changes, to my surprise there is now a guy called Daniel that was in charge. I’m thinking first Chorus was responsible, and now Daniel. I didn't sign a contract with either of them, or ask for internet from them. Now I'm getting quite irritated at this guy. I tell him that I don't care about Daniel and that it is Snaps responsibility. Asking him what they will do, he says that chorus isn't open until 8, and that he will get Daniel to sort it out in the morning. I'm very confused, does this guy not get it? I don't care about Chorus or Daniel I just want some information about my internet.

I then proceed to ask him if I should just sign up with someone else, and he says that he is happy to cancel my account. So I know that I said that I should sign up with someone else but don't they want my custom. Not wanting to wait another few weeks, I tell him that they should call me just after 8 tomorrow with an update on my internet. To my amazement, "Daniel gets in at 9, he is set-up your provision I can get him to call you". I'm very sure Snap has New Zealand call centers, and this guy sounds very nice, but does he no listen, who is Daniel?

1. Chorus and Snap are two different businesses. He already mentioned that Chrous provisioning team opens at 8am. You can say whatever you want but that poor guy will not be able to do anything further until then. Yes, they have business relationship but Snap does not have direct influence on Chorus.

2. Threatening to sign up with different ISP will not change anything.

3. Who is Daniel? He is the set-up provision... He is the guy responsible for your connection? Yes?

4. Remember, this is not a business connection/high priority and you are not the only customer.

samsam

167 posts

Master Geek

#691489 26-Sep-2012 07:55

nakedmolerat:

1. Chorus and Snap are two different businesses. He already mentioned that Chrous provisioning team opens at 8am. You can say whatever you want but that poor guy will not be able to do anything further until then. Yes, they have business relationship but Snap does not have direct influence on Chorus.

2. Threatening to sign up with different ISP will not change anything.

3. Who is Daniel? He is the set-up provision... He is the guy responsible for your connection? Yes?

4. Remember, this is not a business connection/high priority and you are not the only customer.

1. While they don't have influence over them. I can't accept them passing the blame the should take responsiblity for my connection and accept that my relationship is with them

2. Yea that was a bad call. I was just getting told about how it was all these other people fault, so that seemed the logical response.

3. Snap is responsible for my connection. Maybe withing Snap Daniel is responsible, but to me it's Snap.

4. Yep I knew this, I didn't expect them to fix it right away. I really didn't expect him to interpret me as asking why he couldn't personally fix it. I called Snap, not his personal cell phone. I wanted Snap to take responsibility and for him to make sure that it got sorted

samsam

167 posts

Master Geek

#691492 26-Sep-2012 07:59

I personal thing that two weeks is plenty of time. If it took longer then this all i needed was for someone to give me a call and tell me.

If it was possible I would of tried to have an overlap of connections, but I didn't thing that was possible moving into a new address with no current internet?

NZSimplicity

135 posts

Master Geek

#691573 26-Sep-2012 10:30

Can't resist....

This sounds like a job for "RalphFromSnap"

"looks around for the wandering Ralph"

samsam

167 posts

Master Geek

#691583 26-Sep-2012 10:58

[Update]

26/09/2012 0820, Get a call from snap, informing me that there wholesale department opens at 9, and that they can find out more then. Ask if they could call after 1000 with an update. Polite guy on the phone says that he will be responsible and call me back.

26/09/2012 0830, Downer call me, a bit confused maybe I miss heard the name. They are calling as they are doing the provisioning for my internet at phone, I check that it is just internet and not phone, but the lady bushes aside the question with a generic yes internet and phone provisioning. Goes on to confirm that someone will be coming around between 12 and 5. This is the first i've heard of this, but luckily I can arrange to be home between then.

26/09/2012 0850, Call from snap, confirming that they have received the above mentioned details from chorus, and checking that I have. I tell him that I was never told about this in advance and that Yesterday, I had been home all day and no technician tried to access the building, by calling or knocking on the door. He says he is not happy with this and understands that it is not acceptable, say that he will pass on a complaint and try and push it as far as possible. This is much better service then what I had previously got, well done Snap.

26/09/2012 1050, Call from Chorus technician, asking if it was okay to come earlier. I am home so i agreed to this. Will find out in 30-40mins how things go!

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