[Snap] Poor customer service? Should have stuck with previous ISP

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Poor customer service? Should have stuck with previous ISP

achuzual

2 posts

Wannabe Geek

#126931 24-Jul-2013 11:54

My story goes back to the 18th of May when I signed up to Snap, in order to switch from another ISP. Boy has this been a headache...

In order to avoid double billing I requested a change over of the 14th of June, and this request was confirmed on an email from Snap - all is in order so far.
Chorus was scheduled to change the connection over (from CallPlus to Chorus) on the 17th, but due to a Snap/Chorus screw up, this did not go ahead. The wrong type of connection change was requested and/or entered into the Chorus system, and when the technician came onsite he was unable to contact the building occupants (no txt/call/voicemail to be found).
Next, they rescheduled the connection to the 26th - if I choose to delay this to the 17th once again to better line up with my current billing cycle then we could be pushed out another month due to issues with ISP/Chorus communication.
After a number of phone calls I was able to determine that the wrong type of connection was scheduled to be made - and that this should not have happened.

I regretfully accepted the offer of having the technician change our connection over on the 20th or 21st of June (I think - sorry for not documenting this closer), which once again Chorus had botched, leaving us with an incomplete connection (at this time we had phone, but no ADSL line configured). It was stated by the Snap support that they would look into correcting this billing issue after we had a completed connection - as we are into the new billing cycle by a day or few, the old ISP has billed us a full month of service $78.20. so after a number of phone calls and a few days without service they remedied this and 'completed' the connection. Then Chorus get involved, because Snap hasn't been able to figure out why our modem will not recognise the ADSL line - in comes another $125.88.

On the 25th of June our ADSL went online, and our services started at Snap - now we can start resolving the issues with our account and talk about remedies right?
After a few more phone calls to Snap, no action has been made so I email them and call them on the 4th July (really sick of calling them and being on hold waiting for service by now, so happy to put these calls off as long as possible).
4th July - "One of our agents will get back to you as soon as possible"
I think I then called them, as I am well aware that emails to support (in general) don't work without a follow-up phone call...
6th July - You have declined our offer of $50 credit, "and this offer has been refereed back to our Tier 2 team to be reviewed... I would expect you should hear back from us mid - late next week with an outcome."

So I wait to hear back...
24th July - We don't want to talk to you today, we believe our offer is more than reasonable and if we offer you any more we will not make any profit.
So, I had the duty manager agree to call me tomorrow morning - at first I simply got a flat out "No, we have made our offer" but after all this time, I would expect 2 minutes to talk with this person. She was standing right next to the support person, but any questions had to go through a proxy - she really did not want to talk to me.

TL;DR - Snap/Chorus make mistakes on transferring a connection, customer has paid $52 transfer fee + $78.20 for old ISP due to delays on the connection + $125.88 for Chorus to find no fault. Snap offers $50 credit, adding insult to injury and refuses to talk to customer after customer waits patiently to hear back on this matter.

My advise - stick with your current ISP :)

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139 posts

Master Geek
Inactive user

#865130 24-Jul-2013 15:10

That's a shame. My experience with Snap has been quite good. Just got switched over to VDSL today, actually. Hopefully one of the Snap denizens will read your post and help you out.

sir1963

3260 posts

Uber Geek

Subscriber

#865289 24-Jul-2013 18:29

My experience was excellent.
No outage, Technician turned up on time, swapped my line to VDSL, changed my provider to Snap

Its been the smoothest change I have ever made.

achuzual

2 posts

Wannabe Geek

#865641 25-Jul-2013 10:03

Well, I finally got through to someone who has some level of seniority and they have reversed some of the charges on my account. It is quite unfortunate that we couldn't resolve this much earlier, and that as a customer tied to a fixed term contract there is little you can do but take it.
I hope that I wont have to call them again any time soon - I had spent over 2 hours on the phone (and over 15 phone calls, plus a few emails) by the time we were done!

Dairusire

298 posts

Ultimate Geek

#866690 26-Jul-2013 15:47

achuzual: Well, I finally got through to someone who has some level of seniority and they have reversed some of the charges on my account. It is quite unfortunate that we couldn't resolve this much earlier, and that as a customer tied to a fixed term contract there is little you can do but take it.
I hope that I wont have to call them again any time soon - I had spent over 2 hours on the phone (and over 15 phone calls, plus a few emails) by the time we were done!

I'm sorry, I'm failing to understand why you where charged the 125.88 for a chorus 'no fault found' fee, Did you request a technician to come out to site? Or did snap? If snap requested this and you plugged in the modem correctly, and didn't fiddle with the settings on the modem, the charge purely lies on their own shoulders.

NZCrusader

646 posts

Ultimate Geek

#866704 26-Jul-2013 16:41

achuzual: Well, I finally got through to someone who has some level of seniority and they have reversed some of the charges on my account. It is quite unfortunate that we couldn't resolve this much earlier, and that as a customer tied to a fixed term contract there is little you can do but take it.
I hope that I wont have to call them again any time soon - I had spent over 2 hours on the phone (and over 15 phone calls, plus a few emails) by the time we were done!

Easy solution.

Go with Telecom.
Avoid the drama.

They are also much more competent.

Slingshot are also pretty good these days, have had a pleasant experience with them.

(Waits for Ralph alias or the Snap employee band to show up)

NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

surfisup1000

5288 posts

Uber Geek

#866710 26-Jul-2013 17:01

NZCrusader:

They are also much more competent.

(Waits for Ralph alias or the Snap employee band to show up)

I doubt Snap would dignify your insult with a response.

But, I'll bite -- why are telecom much more competent than snap?

NZCrusader

646 posts

Ultimate Geek

#867030 27-Jul-2013 13:37

surfisup1000:
NZCrusader:

They are also much more competent.

(Waits for Ralph alias or the Snap employee band to show up)

I doubt Snap would dignify your insult with a response.

But, I'll bite -- why are telecom much more competent than snap?

If you need to ask. You must be a Snap employee.

NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

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myfullflavour

896 posts

Ultimate Geek

Trusted

Full Flavour

#867055 27-Jul-2013 14:31

NZCrusader:
surfisup1000:
NZCrusader:

They are also much more competent.

(Waits for Ralph alias or the Snap employee band to show up)

I doubt Snap would dignify your insult with a response.

But, I'll bite -- why are telecom much more competent than snap?

If you need to ask. You must be a Snap employee.

I'm also going to ask: How is Telecom much more competent than Snap?

sir1963

3260 posts

Uber Geek

Subscriber

#867150 27-Jul-2013 18:34

NZCrusader:
surfisup1000:
NZCrusader:

They are also much more competent.

(Waits for Ralph alias or the Snap employee band to show up)

I doubt Snap would dignify your insult with a response.

But, I'll bite -- why are telecom much more competent than snap?

If you need to ask. You must be a Snap employee.

Well I am no employee, so tell me...

sidefx

3711 posts

Uber Geek

Trusted

#867159 27-Jul-2013 19:05

I guess we're all snap employees... Wow, snap must have a lot of employees.

"I was born not knowing and have had only a little time to change that here and there." | Octopus Energy | Sharesies
- Richard Feynman

chevrolux

4962 posts

Uber Geek
Inactive user

#867195 27-Jul-2013 20:14

Well speaking as someone who has worked as a Chorus tech it is very very seldom that Telecom muck up something in the provisioning process. They just have so so much experience in the area and being all of it used to be done by Telecom I believe they have some of the best systems in place.

In saying that though, Snap are excellent. Having a local person to talk to at the call centre is a massive deal. And I havent seen any stuff ups in terms of provisioning personally from Snap. Pricing is good and they arent afraid to push the new products. The OP just wants to have a winge because things didnt go well. It happens.

SneakerPimps

104 posts

Master Geek

#867398 28-Jul-2013 14:49

It's easy for those to say that Snap is great if they never experienced issues...

I like Snap and they are my ISP choice for home and work. However I've been through quite a few stuff ups ranging from personal to clients.

I seem to see the same pattern. Contacting Snap initially about the problem isn't too much of an issue, it's what they do after is where it can get a bit frustrating.

fellaintga

195 posts

Master Geek

#867406 28-Jul-2013 16:03

Thats a shame but pretty normal when everyone wants a connection as cheap as possible resources get stretched when there are issues. We install all of our Fibre/VDSL connections personally but we charge a small premium for internet access for personal service. But business are willing to pay a little extra to have this service and to only have to deal with one customer and not get stuck in a calling centre queue every time they ring and explain their case each time.

jimbob79

673 posts

Ultimate Geek

#869315 31-Jul-2013 14:26

As a SNAP customer I'm happy with the level of technical support and the current product which they provide me. However where they are truly lacking is in there customer service (don't get confused with tech. support).

If there is a billing or general enquiry about services or amendments they have no idea about the concept the the "customer is always right" (even if they are wrong).

Email enquiries can go unanswered for weeks without a reply and you end up having to do multiple follow-up calls to get a answer.

I've seen others on geekzone who have had worst experiences than me due to provision or installation/hardware faults and this is where SNAP drops the ball. They fail to strive for customer satisfaction.

Please don't get the wrong idea that I am anti-SNAP, I'm not. I am just expressing my opinion about there customer service.

Inphinity

2780 posts

Uber Geek

#869324 31-Jul-2013 14:47

jimbob79: As a SNAP customer I'm happy with the level of technical support and the current product which they provide me. However where they are truly lacking is in there customer service (don't get confused with tech. support).

If there is a billing or general enquiry about services or amendments they have no idea about the concept the the "customer is always right" (even if they are wrong).

Email enquiries can go unanswered for weeks without a reply and you end up having to do multiple follow-up calls to get a answer.

I've seen others on geekzone who have had worst experiences than me due to provision or installation/hardware faults and this is where SNAP drops the ball. They fail to strive for customer satisfaction.

Please don't get the wrong idea that I am anti-SNAP, I'm not. I am just expressing my opinion about there customer service.

Have to say, having looked at moving to Snap for VDSL recently, that's what I found. I have some clients who use Snap, and have good service, hence I was looking to change. However, failing to call back after agreeing to do so, not once but twice, led to me to sticking with Telecom. From the Snap guys I've seen post on here, and their tech support, they seem to genuinely want to provide a really good service, and every business has the odd problem - a call or email falls through the cracks etc, it's just a bad impression though. That said, I would still happily suggest people look at Snap as an ISP, because as above, the clients I have who use them get a good service at a good price, and their tech support seems to be good in my experience. They just need to work on the non-technical support side of things ;)

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