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Ratfish

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#116778 9-May-2013 19:35
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Hello,

I'm just seeing if anyone here has the email address for a manager at Orcon who is in New Zealand (not Manila) and has the power to apply a credit for terrible service.
I'm getting the run around from Orcon something chronic - an unusable connection for 2 weeks  (.1mbps down, and no phone) followed by a disconnection for 15 days. Now I'm being threatened with disconnection for not paying the phone bill for the period where we had no service. This is for a "Genius" unlimited plan.

I have emailed, phoned (accounts, credit and technical) and have done all these dozens of times. Every call lasts 20-60 minutes and this has gone on for 2 months, probably once every 2-3 days. Emails aren't responded to in a useful way, calls are not returned ("we will look into this and get back to you today" - yeah right) and the Manila based staff seem unable to help in pretty much any situation and are powerless to apply credits. They also have managed to generate multiple tickets for all the problems which causes the staff no end of confusion every time I call.

The New Zealand based 'credit team' chase debt, they say they can't apply credits. The accounts team just say technical have to investigate. Technical just get into an endless loop of asking what happened which I have explained verbally and in writing at least a dozen times. Every call gets me transferred between departments and a horrid cycle. 

I don't want to pay for something I didn't get - the phone outage meant that my relief-teacher wife couldn't work, so this cost us hundreds to thousands of dollars, and now they are demanding money off us for a service we didn't get.

What does one do to get to someone who can help?

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snnet
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  #814753 9-May-2013 19:53
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I had the same issue years ago. I can only hope they have changed since then. I had to move to another ISP to get the fault fixed because they refused to send chorus out to check things on their end (I'm an electrician and know how to wire/test/repair internal wiring so it was frustrating when i told them over and over to send someone out because I've isolated my entire house). The result was a fee for not giving them 30 days notice (even though I'd been calling for 3+ months and paying every month) which I successfully backcharged thru my credit card..
Good luck.

Ratfish

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  #814768 9-May-2013 20:13
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Yeah, they blamed the continuing problems on internal wiring for a long while - I had it redone by the forum recommended "The Techno Geek" (Thanks!). The problems are unchanged (but the new setup is way better).

Orcon seem unable and unwilling to budge on the bill. Tonight I had a Malia operative tell me they could see data usage continually throughout the period I was disconnected. Really? I doubt that. 

An ISP change has occurred to me, however I still want the bill to go away which and ISP swap wont help.

 
 
 
 


xpd

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  #814772 9-May-2013 20:17
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Try emailing socialmedia@team.orcon.net.nz - the guys who monitor that are onto it and will do what they can to assist.




XPD^ / DemiseNZ

 

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snnet
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  #814779 9-May-2013 20:25
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xpd: Try emailing socialmedia@team.orcon.net.nz - the guys who monitor that are onto it and will do what they can to assist.

If that's so why don't Orcon get rid of all the useless people, because it seems like this lot are the ones who come to the rescue a lot. It's nice but it shouldn't have to constantly be like that. 

Ratfish

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  #814783 9-May-2013 20:33
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Emailed them, thanks. We will see if this avenue is more productive than my collection of dead ends.


xpd

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  #814798 9-May-2013 20:56
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snnet:
xpd: Try emailing socialmedia@team.orcon.net.nz - the guys who monitor that are onto it and will do what they can to assist.

If that's so why don't Orcon get rid of all the useless people, because it seems like this lot are the ones who come to the rescue a lot. It's nice but it shouldn't have to constantly be like that. 


No company is perfect ;)




XPD^ / DemiseNZ

 

Blog         Free Games        Twitter      My TradeMe Goodies

 

Pirating in Sea Of Thieves

 

Coming Soon - BBS door games - all the classics!

 

 


quentinreade
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  #815028 10-May-2013 09:42
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Hi Ratfish, sorry to hear it's not been great. As Gavin says, drop the socialmedia email address a line and we'll pick it up quick smart.
Cheers!




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bameron
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  #815035 10-May-2013 09:53
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Ratfish: Emailed them, thanks. We will see if this avenue is more productive than my collection of dead ends.



Hi there, we've passed your email through to the team who can help best, someone will be in touch shortly.

Cheers,

Cam

Ratfish

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  #815750 11-May-2013 13:38
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I had a call - and went over the stuff I have discussed probably 10-20 times already. Im told I might have a result in 5 days.

This after 1-2 months. 

And I was told the biggest discount likely was $25, for a month that cost us many hundreds (maybe over $1000). So... a $75 bill for no service. Not a great opening offer by Orcon, but we will see.



Ratfish

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  #817708 14-May-2013 20:56
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The months bill has been removed from my account. Thank you Matt and the person from credit services who repaired the carnage caused by Manila.

This was one of the more frustrating customer service experiences I have ever had (easily 20 hours spent on this).

Thanks for the suggestions.

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