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60 posts

Master Geek


#112471 10-Dec-2012 11:40
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I have just had the worst experiences ever that i have to share / vent about..

side-note ,I do now have Genius and its running sweet :)

I placed a plan change on the 23rd September and it didn't happen on my next billing cycle 23rd October  Even though i got the automatic confirmation emails saying it would. 

i sent an email on 1st November asking why it hadn't changed?

got a reply : It looks like the automation for your order has hit a snag. I have contacted our provisioning team to have this order looked into and actioned.

Thanks for contacting us.

The Team@Orcon

Thought i better call them so i did.

2nd November : i receive this email 

Hello Jamie,

Our provisioning team have reviewed the order and advised me that this order was stopped by our system due to the fact that it was for a different product we offer (Genius). The plan you requested is not available with your current technology. If you would like to look into Genius as an option please give us a call on 0800 56 46 87. At this stage your plan will remain unchanged until we can go through the options available to you.

Data packs:
Currently 20GB - $25.00
30GB - $35.00
40GB - $45.00
50GB - $55.00
100GB - $85

Thanks for contacting us.

The Team@Orcon

Unsure why it was not available as the address finder said it was ok. 

So i call Orcon saying i want genius as that's why I done the plan change!!!! They apparently place the order. A few days go by and i haven't heard anything by this time I'm fuming as its only a plan change. 
i call and it hadn't been provisioned!! FFS

Some very nice american lady finally sorts it all after hearing me go nuts about all this again. She says i would be charged the new plan price for October because of all the fluffing around. She also said she wouldn't charge me for the modem postage. This made me feel alot better finally good customer service. I get an email on the 14th November saying :

Thanks for your request to change your plan to Orcon Genius. We are scheduled to make the change by 6pm on 19/11/12. After that just follow the simple instructions.

I thought whoohoo. But no! I received the genius lite modem when i requested the Genius Modem with handset. O no another phone call to orcon. To given them credit the modem and handset were delivered the next day :)

19th November comes round i plug in the modem and whoo hoo she's all go. I'm stoked to have the new service. Working really well. Calls clear and better net speed :)

25th November i get my bill. O noes its all wrong.

Today i call orcon and have been on the phone for 1 hour getting it all sorted and telling my whole story to 2 different people as Steve cut me off first time round after a 12 minute hold.

Hopefully now its sorted as I don't have much confidence in the helpdesk anymore.

pissed off customer of 8 years!!




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276 posts

Ultimate Geek

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Vocus

  #730511 11-Dec-2012 15:03
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Hi there,

My sincere apologies for all the issues. If you can send me an email with your account details at socialmedia@team.orcon.net.nz I would be happy to double check that everything is on track now.

Cheers,

Cam

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