[Snap] Snap frustrations

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap frustrations

CcMaN

87 posts

Master Geek

#116159 19-Apr-2013 19:07

Does anyone else seem to find that calling Snap is such a pain in the ***

Everytime I call it's at least a 15 minute wait, worst in the evenings. I know from time to time call centers get busy and the occasional wait is necessary, but this seems to be a consistent issue with calling Snap.

The second issue I have is when I eventually get on the phone with them they say that they have to get second-level support and get someone to call me back the next day. The next day, and the next day, and the next day comes, and I never received a call back.

I am beginning to think that the switch to Snap was a bad idea. When I was with TelstraClear, I could call their call center, and have someone answer right away, and their first-level support was able to book a Chorus tech with me over the phone, and generally get someone out the next day (even on weekends) when I had line issues. When I needed to book a Chorus tech with Snap, they told me they had to get second-level support to do it for them.

Has anyone else had the same issues with Snap's call center?

For the Snap social media guru: I signed up in Feb, and still don't have a working connection. I normally don't complain about companies online, but it seems like the only way to get things sorted is to complain until the social media guru's pick up on it. My request is simple. Communication, phone, text, or email me with updates about my connection progress. And don't use the excuse that Chorus haven't updated you in 3 weeks, as the end customer it's not my responsibility to chase up your third party.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#802478 19-Apr-2013 19:18

Hi ccman,

I'm gutted to hear about your issues. Could you please PM me your username or customer number so I can find out what's going on?

Cheers ^AL

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

khull

1245 posts

Uber Geek

#802482 19-Apr-2013 19:30

Snap on twitter have been pretty good

nitrotech

1285 posts

Uber Geek

#802497 19-Apr-2013 19:43

Wow that's exactly the opposite of what I have found - wait times with snap for me have been very short no more than a couple of minutes.

I have a few clients on Telstra and have had to wait an hour to get through.

noc

107 posts

Master Geek

#802513 19-Apr-2013 20:11

nitrotech: Wow that's exactly the opposite of what I have found - wait times with snap for me have been very short no more than a couple of minutes.

+1 I have always found Snap! to be quick with the answering calls. I think the longest I have ever waited was like 12mins, but I knew I called them at a busy time of the week, so I didn't mind waiting.

vgamail

100 posts

Master Geek

#802573 19-Apr-2013 23:07

I was connected last Friday and I impressed by quality of phone calls. Much better than I had with WorldxChange.

Majik654

8 posts

Wannabe Geek

#802616 20-Apr-2013 07:14

I've found the couple of times I've called Snap have been good. First time I was only on hold for a minute. Second time was 8 minutes but did feel a lot longer due to the same sound file on continuous loop.

Each time I've called the support person has been very friendly and helpful. Just waiting for my Fritzbox to arrive as they forgot to send it out before connecting me.

surfisup1000

5288 posts

Uber Geek

#802644 20-Apr-2013 08:49

Generally my phone wait times (i've called them a lot this week) average around 10-15 minutes. The longest was nearly 30 minutes.

They are a smaller company so it is somewhat expected and when i eventually do get connected I'll rarely need to call them.

Snap said it would be 1 day to get a chorus technician to fix a fault but it took 2 days. I am not sure they have any control over chorus though. Do they have service level agreements in place? You'd think so.

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

insane

3239 posts

Uber Geek

ID Verified

Trusted

#802739 20-Apr-2013 12:50

Do they have service level agreements in place? You'd think so.

For DSL are aren't much, believe they are more like service level targets and it's a big free-for-all when it comes to getting a tech out. If the local techs are busy then you just have to wait that little bit longer, same throughout the country for all ISPs.

Obviously it's always worse after it rains heavily, then everyone seems to have a line fault.

surfisup1000

5288 posts

Uber Geek

#802777 20-Apr-2013 14:12

Snap told me they are returning my 'faulty' modem to me with Saturday delivery.

Still not arrived, just waiting, have stayed home all day for this. Courier tracking is a bit weird though, looks like it is still in chch but hopefully it is wrong. I'll certainly be expecting a very good explanation if it doesn't turn up.

springheal

52 posts

Master Geek

#802797 20-Apr-2013 15:04

surfisup1000: Snap told me they are returning my 'faulty' modem to me with Saturday delivery.

Still not arrived, just waiting, have stayed home all day for this. Courier tracking is a bit weird though, looks like it is still in chch but hopefully it is wrong. I'll certainly be expecting a very good explanation if it doesn't turn up.

Sadly, you may not receive it Saturday as most couriers do not deliver on Saturdays. Only exception I am aware of is nz post/couriers but as it's now mid afternoon, you're out of luck as they deliver only in the morning.

kiwirock

685 posts

Ultimate Geek

#802828 20-Apr-2013 16:47

It's been about two months since I phoned Snap. It was for someone else, and the call was quick and everything we needed to know was delt with there and then.

The previous call was really late one night for myself at home, about 11pm to midnight. I had to wait maybe 2 minutes and everything was sorted within 3-4 minutes. I was shocked they even had someone answering a phone at that time of night little own pretty tech headed. I had a guy on with the same gear at home therefore experienced with my more technical firmware fault and was able to point me in the right direction even though it wasn't supplied by them.

The last time I was a Telecom customer, I never ever had my calls answered that fast and usually took ages to solve.

surfisup1000

5288 posts

Uber Geek

#802912 20-Apr-2013 21:58

springheal:
surfisup1000: Snap told me they are returning my 'faulty' modem to me with Saturday delivery.

Still not arrived, just waiting, have stayed home all day for this. Courier tracking is a bit weird though, looks like it is still in chch but hopefully it is wrong. I'll certainly be expecting a very good explanation if it doesn't turn up.

Sadly, you may not receive it Saturday as most couriers do not deliver on Saturdays. Only exception I am aware of is nz post/couriers but as it's now mid afternoon, you're out of luck as they deliver only in the morning.

Nope, they didn't deliver.

But, snap had promised to do a Saturday delivery and they said they paid extra to do that. I'm pretty sure that snap did this as the courier tracking number indicates this. (S=sat delivery).

So, I'll be calling the courier on Monday asking for an explanation .

7 days without internet so far. And, I have a perfectly good line.