[Snap] angry Snap customer

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rogerslaw

10 posts

Wannabe Geek

#130736 26-Sep-2013 08:17

i am regret to move to snap. i got a message and asked me to stay home yesterday for the technician setup the new ufb. rang them at around 10ish, been told the technician would come but no idea when. wait until 2ish. gave them a call again, been told they would be in around 3. wait until 4. still no one came. rang again. they told they were going to start to locate where was the technician. got a rang from a technician nearly 5. been told cannot make it due to 2 staffs short. what a lie! they knew 2 staffs short in the morning, they should let me know they won't make it rather than let the customer stay at home and waste 1 day.

if you are going to get ufb, don't go with snap!

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4244 posts

Uber Geek

#902836 26-Sep-2013 08:25

Why are you annoyed with Snap. They have no control over what Chorus or other companies do and in this case it was the other company who mucked you around. Snap sends in a request and then it's out of their hands to what happens.

Common sense is not as common as you think.

surfisup1000

5288 posts

Uber Geek

#902841 26-Sep-2013 08:39

I object to your reasoning.

This is chorus, not snap.

You should say, 'angry with chorus' as they are the ones at fault.

I agree they should have phoned you though. I cannot believe in the days of modern workforce management systems we are still getting these issues.

rogerslaw

10 posts

Wannabe Geek

#902878 26-Sep-2013 09:11

I know that is out of snap control. but don't you think this is due to the lack of communication? why snap leave it to the last minute to locate the technician? why they don't try to find out when i gave them the ring in the morning or early afternoon?

think about when you go to KFC, you wait on the queue for 1/2 hour then been told there are no more chicken due to the supplier fail to deliver the chicken. who are you going to blame?

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#902880 26-Sep-2013 09:15

rogerslaw: I know that is out of snap control. but don't you think this is due to the lack of communication? why snap leave it to the last minute to locate the technician? why they don't try to find out when i gave them the ring in the morning or early afternoon?

Snap/any other ISP have about as much control over a Chorus contractor as you have over a bus driver turning up to work and running to time.

Snap/any other ISP don't "locate" a technician, they lodge a job with Chorus who give a RFP time/date and allocate a technician to a job.

Oblivian

7297 posts

Uber Geek

ID Verified

#902898 26-Sep-2013 09:33

As pointed out in all these other related threads, Snap become the middleman once the request is handed over to the installers/site visits and rely on information passed to them. They do not have direct contact with the guy whos going to knock on the door. Or even that persons manager etc.

(I beleive its a little like this..)

xISP create new account and request onsite visit
Request Passed to Chorus provisioning co-ordination team
Co-ordination team take a very dangerous russian roulette 'best guess' there and then at next available slot likely to occur based on current workload pending and report this likely time back to snap to try and keep punters happy.
Should this time fail and you contact Snap as you have done here, they rely on once again.. internal communication within the 3rd party co-ordination team (which may be sub contracting themselves and in a completely different city looking after the entire island.. imagine the current install workload spike when they maildrop a popular area that UFB is now availble) to report back 100% accurate information. And as you can see, it doesn't happen this way.

And this is the key here.. like me, a field engineer who often is pressured to report back ETAs for my next jobs which are near impossible. We have no idea how long each task is going to take unless it is scoped first (which adds a second day and more delays - of which does not go down well with the general public or customers), and of course there are still un knowns. I've had to re-schedule 5mins after hanging up from confirming time for my next one becuase of a configuration error being made on the other side of the planet.

In reality, no matter how 'right' it would seem and how much of a perfect business model it would be, adusting the entire nations vanload of techs just to do nothing but UFB installs or ISP visits all day and forget their commercial customers. And call each one at 6am to confirm the job that day and be able to give firm time is not feesable. Unless you can convince them to pay 60+ staff members in each city/location to sit there alll day and schedule only a single job they are handed to meet the specified time the customer perfers on that day (when they are already likely making a loss with over-time installs and additional work requirements)

In a perfect world, sure.. all the ISPs would be permitted to hack up the phone lines willy nilly themselves and not rely on the governing body.. but alas.

Its just a shame that it appears thise humble tech filled house we have is fast turning into Bleat-to-bypass-call-centre-reps-or-complain-zone due to cost outsourcing :(

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#902909 26-Sep-2013 10:00

I think the real problem here is that ISPs are setting customer expectations of a specific date for install. Given Chorus' track record I would take any RFS date they give with an entire bag of salt; and inform the customer accordingly.

It's especially difficult when you're getting work done at your house. I would suggest instead hiring your own contractor for the in house wiring (where possible) if flexibility is going to be a problem.

insane

3239 posts

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#902917 26-Sep-2013 10:23

Snap should be getting all examples of when this has happened and take it to their chorus wholesale account manager. There won't be any quick fix, but if the issue is never raised upwards then the process is never going to get fixed.

It's not like sending techs out to site is a new concept.

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rogerslaw

10 posts

Wannabe Geek

#902963 26-Sep-2013 11:14

that is what snap or other ISP should really do...

rogerslaw

10 posts

Wannabe Geek

#902966 26-Sep-2013 11:17

also, as a customer, he/she really doesn't need to know what is the story behide it. i get connect with snap that is all what i need to know as a customer. i don't care or i don't need to know you book in the technician from Chorus or whatever company.

surfisup1000

5288 posts

Uber Geek

#902981 26-Sep-2013 11:24

rogerslaw: also, as a customer, he/she really doesn't need to know what is the story behide it. i get connect with snap that is all what i need to know as a customer. i don't care or i don't need to know you book in the technician from Chorus or whatever company.

Normally I'd agree but you need to account for the reality of the chorus situation. This is not a normal commercial arrangement.

Chorus have monopoly control over snap here. Snap have absolutely no say in who they contract to do this work.

Chorus dictates terms and service here so it is out of snaps control.

Knowing this, it is difficult to take the 'don't care don't need to know' attitude.

timmmay

20579 posts

Uber Geek

Trusted

Lifetime subscriber

#903026 26-Sep-2013 12:20

A "well be there in 60 minutes" call/txt from the Chorus tech would fix most of these problems.

rogerslaw

10 posts

Wannabe Geek

#903027 26-Sep-2013 12:22

i agree...rather than let someone stay there for 1 whole day

Oblivian

7297 posts

Uber Geek

ID Verified

#903039 26-Sep-2013 12:35

timmmay: A "well be there in 60 minutes" call/txt from the Chorus tech would fix most of these problems.

It seems most try to do this. I've seen pleanty of nice comments about the early installs commending the techs accuracy and communication, but the job actually has to have been assigned to them early in the day/day before and the engineer has to safely get to a point during the day of knowing they are only that far away from finishing the any prior jobs first.

20mins into this 60min estimate after calling you.. hes diverted to a whisper cabinet that needs a card repalcement as 1300 customers have just lost all services including a hospital or school.. and hes the closest engineer. Out the window that estimate goes and often along with the understanding from the end user - Well, some may say fine, but others with difficult positions will still complain they were put off and getting docked more hours after an initial estimate.

SCM

459 posts

Ultimate Geek

#903042 26-Sep-2013 12:39

You should rename this topic to "Angry with Chorus"!

No need to give Snap a bad name for something that is outside of their control.

TBH I am getting quite annoyed with all these anti Snap topics when each one is a Chorus issue not Snap.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#903054 26-Sep-2013 12:52

rogerslaw: i am regret to move to snap. i got a message and asked me to stay home yesterday for the technician setup the new ufb. rang them at around 10ish, been told the technician would come but no idea when. wait until 2ish. gave them a call again, been told they would be in around 3. wait until 4. still no one came. rang again. they told they were going to start to locate where was the technician. got a rang from a technician nearly 5. been told cannot make it due to 2 staffs short. what a lie! they knew 2 staffs short in the morning, they should let me know they won't make it rather than let the customer stay at home and waste 1 day.

if you are going to get ufb, don't go with snap!

Hi rogerlaw,

Sorry to hear of your experience here, I've looked at your account and our provisioning teams are all over this (I see they have also contacted you directly) Your appointment for installation was indeed booked in with Chorus for yesterday, and we don't yet have a reason why this was not done, but rest assured we are investigating with Chorus and will let you know of the outcome, however Chorus should now be out to see you today, so hope that your install goes well!

Thanks,
TheRalph

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