[Snap] Snap! quick technical customer satisfaction survey

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timmmay

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#129544 19-Sep-2013 08:14

I'm considering moving to snap UFB to get away from ongoing TC routing issues, and because I want a connection that's likely to work during a power cut/disaster. I've read a few problem reports here on GZ, but I'm aware that people who are unhappy complain and people who are happy don't say anything unless asked. So I'd like a quick survey, yes or no answers are fine, rather than essays. If you've had a problem please don't go into detail, a brief note or a link to your thread is fine.

1. Are you happy with snap customer service? Answering phones quickly, installation efficiency and time, etc.
2. Are you happy with snap UFB performance? Routing, speed, latency, etc. Yes or no is fine.
3. Are you happy with the Fritzbox equipment they sell/provide?

I'm also interested in general comments.

I'm personally not concerned with how long it takes to install and get working properly, as I would only terminate my old internet connection once the new one is working well.

geekiegeek

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#898211 19-Sep-2013 08:17

I'm a new VDSL customer.

1, yes great responce times and helpful staff.
2, VDSL so cant comment
3,Fritz is a very nice device and does pretty much everything I need, NAT, DDNS, Wireless N. Plus it shows good stats for your connection.

hellonearthisman

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#898222 19-Sep-2013 08:43

1. yes, called at 5:30am and there was someone there and very helpful.
2. adsl2+ very nice
3. i don't have that hardware, but hear it's good.

surfisup1000

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#898229 19-Sep-2013 08:50

1. Are you happy with snap customer service? Answering phones quickly, installation efficiency and time, etc.

I called snap a LOT (installation issue)....phone waiting times ranged drom immediate to 25 minutes - average maybe 10 minutes.

2. Are you happy with snap UFB performance? Routing, speed, latency, etc. Yes or no is fine.

Yes (VDSL)

3. Are you happy with the Fritzbox equipment they sell/provide?

7390 not as good as I thought - slow wifi, DECT base station functionality not working for me, & the fritzbox iphone app does not work well either-- in hindsight, would get the cheaper model.

Overall, I would recommend snap. Largely the same experience as when I was with telecom.

danfaulknor

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Prodigi

#898241 19-Sep-2013 09:14

Service
Yes - service is good, apart from that hold music!! :)
Twitter service is what I use the most and they're really quick

UFB
Yes - love it! Get the maximum possible all the time

Fritz
Also a pretty good device I'm using it as an ATA but I did use it as the gateway for my network and had no issues.

they/them

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WebOps/DevOps, Managed IT, Hosting and Internet/WAN.

eXDee

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#898528 19-Sep-2013 15:09

1. Yes in general, their helpdesk knows what they are talking about, they make smart use of resources such as fritz remote admin if you have that enabled etc. They adapt to your technical capability unlike many larger companies.
2. N/A, but VDSL is fine.
3. Wireless on the fritz is average at best. It has annoying power saving modes which AVM refuses to acknowledge are a problem and so don't let you switch them off. Ive had issues where ive had devices hopping between 2.4 and 5ghz because the fritz decides to go into power saving mode, killing the speed or signal. Thankfully i have a second AP for 2.4ghz duty, so have set the fritz to 5ghz only on a separate SSID, which has helped me choose which devices connect to each. DECT doesn't push caller ID to panasonic phones, so not using that but thats probably my phones fault. In hindsight, all round i'd say its a good device in various areas, rather than excelling, but if starting from scratch i'd bridge a VDSL modem to a high end router with VOIP built in - the problem is finding something with a decent SIP stack.

chevrolux

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#898532 19-Sep-2013 15:18

Snap have top notch customer service.

ADSL2+ customer so not sure..

Fritzbox is a great piece of kit. Wireless performance is excellent but range is not so good. I have only tested the VoIP side of things with Siemens DECT phones and registering to an Asterisk box. All of that works as it should. Has some good parental controls to if you need to keep kids off the net and certain times.

timmmay

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#898537 19-Sep-2013 15:20

Thanks for all the opinions and thoughts so far, keep them coming.

I asked because I haven't changed ISPs since I went to TC 6-7 years ago, and it's taken Snap 12 hours to answer each pre-sales question - most companies tend to prioritise those questions. I'm still waiting on a follow-up, though they closed the ticket. They don't have full install prices online, they answered by email though.

There's very little information on the website about Snap - number of customers, employees, time in business, etc. It could be a couple of nerds in a basement for all I know.

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RalphFromSnap

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#898559 19-Sep-2013 15:45

timmmay:

I asked because I haven't changed ISPs since I went to TC 6-7 years ago, and it's taken Snap 12 hours to answer each pre-sales question - most companies tend to prioritise those questions. I'm still waiting on a follow-up, though they closed the ticket. They don't have full install prices online, they answered by email though.

Hmm, do you have the ticked ID? It shouldn't have been closed if your queries weren't answered!

timmmay:

There's very little information on the website about Snap - number of customers, employees, time in business, etc. It could be a couple of nerds in a basement for all I know.

I can assure you we aren't a couple of nerds in a basement :P We have a rather large open plan office on Durham Street in Christchurch. Have a read of this article that was in the press the other day!
http://www.stuff.co.nz/the-press/business/9165016/City-based-telco-in-growth-spurt

Snap

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

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Snap Internet on Facebook

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

timmmay

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#898576 19-Sep-2013 16:07

Thanks Ralph :) I don't want to short circuit the queue with social media/geekzone, looking for a typical experience. If the ticket stays closed for a day or two I'll email again. I'm not in a rush, and slow responses won't necessarily deter me given I know from the answers above I can call/tweet and get in touch with someone quickly if I feel like it.

Your website could use a lot more content and information. Installation prices, information about the modems and which model to choose, whether the DECT on the Fritzbox works and if there's a VoIP service supplied/available/supported, information about the business to reassure people you're not a fly by night etc. If I hadn't heard about Snap via Geekzone and had just gone to your website there's not a chance I'd have signed up. The website gives the impression of being a small, new, niche ISP who hasn't had time to put any information on their website yet. I was surprised to hear you have 100 employees, surely one of them can write up a bit more information.

I'm quite big on giving businesses constructive critique. The good ones appreciate it.

alasta

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#898601 19-Sep-2013 16:34

I've been with them on and off since the days when they were known as Netaccess and were operated from a bunch of Macs in the spare bedroom of a guy who lived near me.

I rarely have the need to contact support, but when I have it's been a smooth experience.

AidanS

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#898614 19-Sep-2013 17:06

I'm not with them, however I am definitely considering a switch. There customer service and PR is great, even offered me 50GB lifetime free data (from one of the guys through Twitter).

-Aidan.