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1002 posts

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Slingshot

  #732121 13-Dec-2012 16:09
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illicit:
johnr: Early hours of the morning maybe it's just planned work


No, they were fixing issues.

I was unable to access 2talk.co.nz (same with my VOIP adapters) since about 11am yesterday (12-12-2012).

Called slingshot - "not our issue, ring 2talk".
Called 2talk - "not our issue, ring slingshot".

After a few hours of back and forward (during my work time) - turns out Slingshot had issues (can't recall exact problem) and 2talk are customers of Slingshot for certain services.

Yesterday evening I couldn't access slingshot.co.nz or 2talk.co.nz.

Quite a few people had similar/same issue and couldn't even access their email so slingshot setup a separate access page for webmail access for those affected.

Meanwhile... still no phone (via VOIP, which is a pain as there is a St John lifelink alarm connected)

Eventually it was sorted (1pm today) - The whole time the Slingshot network status said - OK with the big green tick.....


I enquired about a credit as a gesture of goodwill for the downtime and interruption to my personal time and chargeable work hours, Answer = Hows $5 off next months bill?

Nice one Slingshot, you've just lost a customer of ten years.



Without going into too much, A card failed. It was replaced and took a while to get routing working properly (hence the internal websited wouldnt load).

We resolved it today around 1pm, you are correct.

We can instantly compensate exact downtime. We can't cover any business loss etc as we are residential provider. Issues happen that are out of our control. If you feel you were very put out by this talk to our customer services about your situation and see if they can do anything to retain you as a customer.

Regards
Mike




553 posts

Ultimate Geek


  #732566 14-Dec-2012 13:41
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Slingshot: 

We can instantly compensate exact downtime. We can't cover any business loss etc as we are residential provider. Issues happen that are out of our control. If you feel you were very put out by this talk to our customer services about your situation and see if they can do anything to retain you as a customer.

Regards
Mike


I did talk to customer services (who seemed quite unwilling to help or retain me as a customer), they begrudgingly offered $5 off next months bill - I said thanks but no thanks.

I'm not looking for a handout here for the sake of it - I spent half my working day and 2hrs in the evening trying to resolve this issue (thinking it was something at my end, as I was told multiple times there are no issues at Slingshots end) as well as toll calls to 2talks customer service in Auckland.

I never had issues with Slingshots service until now. I've seen the comments about poor customer service on forums but did not expect it to be as bad as it was.

Its not my problem that Slingshot cant diagnose issues with its own network - that why customers pay you; to be Internet Service PROVIDERS, how you do this is up to you.

If this were the other way round, say that I had caused an issue with your system and it took hours of your time to fix. You would be looking for compensation when I came back and said "whoops, turn out its my problem - something failed that I wasn't monitoring"

I'm not overly mad about this, I feel more sorry for your customer service and the future of your business considering that customer service issues have arisen multiple times in the past, Slingshot have had many goes at fixing it and look at the state of it... 

 
 
 
 


395 posts

Ultimate Geek


  #732652 14-Dec-2012 16:38
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$5 isn't bad. In my case I pay ~$120 per month and there are 31 days in December. That works out to be close enough to $4 per day. Around 16c per hour.

You lost the internet for a couple of hours which is only 32c worth of service. Getting $5 isn't bad. It probably even covers those tolls you made.




Web development blog: http://www.devhour.net
Follow me on twitter: @JAGracie

553 posts

Ultimate Geek


  #732901 15-Dec-2012 13:36
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Kingy: $5 isn't bad. In my case I pay ~$120 per month and there are 31 days in December. That works out to be close enough to $4 per day. Around 16c per hour.

You lost the internet for a couple of hours which is only 32c worth of service. Getting $5 isn't bad. It probably even covers those tolls you made.


I didn't lose internet for a couple of hours.

395 posts

Ultimate Geek


  #733436 17-Dec-2012 11:05
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My point still stands. $5 covers you for ~31 hours. Plenty more than half your work day + some of your evening.




Web development blog: http://www.devhour.net
Follow me on twitter: @JAGracie

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