[Snap] Another angry and frustrated new Snap customer regretting switching to Snap!!!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Another angry and frustrated new Snap customer regretting switching to Snap!!!

baikal

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#130803 28-Sep-2013 15:43

I have been with Telecom, Vodafone and Orcon in past years, I am happy with the first two and I thought Orcon would be the worst ISP I will ever use in my life. But now, I know I was wrong, Snap is simply worse.

Short story:

Signed up Snap 2-year Fiber broadband contract in July, first 2 weeks nobody contacted me at all, that's fine, maybe all Snap staff were really busy. (By the way, it took 30 days to courier the Modem to Auckland after my payment.)

Till 20th SEP, two months past, no progress at all. I called Snap and requested to move to Snap ADSL while waiting Fiber, they agreed and sent me a TXT said new ADSL connection booking date is 25/09/2013. On 25th SEP, nothing happened, my Orcon line still alive and Snap Modem doesn't work. Called Snap again, they told me they don't know what's wrong because their system shows the cut-over already finished. The support said someone would contact me on 27th SEP, but nobody contacted me so far.

I just logged in My Snap and found out my data plan already start to count while I am using Orcon ADSL

Plan / ServiceUsedRemainingLimit Naked Broadband @ Home
1:00pm 27 Sep 13 - 1:00pm 27 Oct 13 0 B (0%) 50 GB 50 GB

The data limit is 50GB, but Snap support told me I will get 200GB data at $75 on the phone.

Overall, after so much time wasted, I am not confident with Snap. The communication is not initiative and they don't keep their promise.

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#904199 28-Sep-2013 15:58

so what are you looking for by posting your frustration in the forums

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baikal

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#904200 28-Sep-2013 16:00

jeffnz: so what are you looking for by posting your frustration in the forums

Sharing my experience with others.

chevrolux

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#904201 28-Sep-2013 16:00

Once again.... this is not Snap's fault.

If they say it should be going it means the job that they sent to Chorus has been completed. Something has most probably gone wrong on Chorus's side of things.

baikal

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#904202 28-Sep-2013 16:07

chevrolux: Once again.... this is not Snap's fault.

If they say it should be going it means the job that they sent to Chorus has been completed. Something has most probably gone wrong on Chorus's side of things.

Maybe it's not Snap's fault.
But the whole experience is not pleasant.
Snap's services and communication is not really better than Orcon, Vodafone and Telecom from my experience.

surfisup1000

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#904206 28-Sep-2013 16:20

baikal:
chevrolux: Once again.... this is not Snap's fault.

If they say it should be going it means the job that they sent to Chorus has been completed. Something has most probably gone wrong on Chorus's side of things.

Maybe it's not Snap's fault.
But the whole experience is not pleasant.
Snap's services and communication is not really better than Orcon, Vodafone and Telecom from my experience.

So, if it's not snaps fault why are you blaming them?

freitasm

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#904209 28-Sep-2013 16:25

surfisup1000: So, if it's not snaps fault why are you blaming them?

Because Snap is not telling him anything about the problem.

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baikal

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#904212 28-Sep-2013 16:30

surfisup1000:
baikal:
chevrolux: Once again.... this is not Snap's fault.

If they say it should be going it means the job that they sent to Chorus has been completed. Something has most probably gone wrong on Chorus's side of things.

Maybe it's not Snap's fault.
But the whole experience is not pleasant.
Snap's services and communication is not really better than Orcon, Vodafone and Telecom from my experience.

So, if it's not snaps fault why are you blaming them?

I said "maybe"
I would not say it's 100% Snap's fault. But I am definitely not happy about their services.

Snap never contact me in promised time frame.
Snap didn't set the correct data plan as agreed over the phone.
Snap's customer support is passive.

Why can't I blame them?

sen8or

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#904218 28-Sep-2013 16:41

I think there really is an opportunity for snap to better manage their customers experiences more.

I don't know how communication works between snap/chorus/customer, but surely something could be put in place for snap to follow up with chorus on the status of jobs and relay any issues back to the customer, after all, they are the ones with the customer, not chorus, and from a customers perspective, they are the ones responsible.

Job logged with chorus
Chorus respond with confirmed install date
1-3 days prior to install/job, snap reconfirms job details with chorus and cust
Day of install, snap should receive tech sign off of job completion, confirm with customer all is ok.

Doesn't sound hard in principal

baikal

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#904221 28-Sep-2013 16:48

sen8or: I think there really is an opportunity for snap to better manage their customers experiences more.

I don't know how communication works between snap/chorus/customer, but surely something could be put in place for snap to follow up with chorus on the status of jobs and relay any issues back to the customer, after all, they are the ones with the customer, not chorus, and from a customers perspective, they are the ones responsible.

Job logged with chorus
Chorus respond with confirmed install date
1-3 days prior to install/job, snap reconfirms job details with chorus and cust
Day of install, snap should receive tech sign off of job completion, confirm with customer all is ok.

Doesn't sound hard in principal

Agree.

My switches from Telecom to Vodafone, from Vodafone to Orcon were smooth, all of them used Chorus, I am in Auckland.

InstallerUFB

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#904240 28-Sep-2013 17:23

Just to add a little bit of insight as to what sometimes happens when a customer requests a change in provider
A large proportion of connectons to homes have two circuits allocated (this was a commom practice is the 70s, 80s, 90s etc) so that you could have two lines one for the phone line and a secound for Dial up/ faxing etc.

The requirement for these two lines became redundent with the roll out of xDSL services but a large proporotion of these two circuits to a house still exisit.

Now comes to service swap over today -

- Provider A is connected to one of these circuits and you are happely useing that circuit for your xDSL etc in your house.
- Provider B requests a connection
- Circuit 1 is in use with provider A and hasnt been released for use by Provider B
- Circuit 2 is available for an 'intact' connection to the property (regardless of any rearrangements that may or may not be required to your household wireing to suit this connection)
- Provider B is connected to Circuit 2 and they are informed that there services have been connected to the house. (which 9x out of 10 is true)

As you are not or have not paid for a full install just what is called a self install then no tech will visit your house to rearrange the house wireing.

In the mean time dispite Your provider (B) saying you are connected and you assureing them that you aren't untill a service tech is requested or you check the connection yourself nothing will change.

- Unfortunatly this happens too often and it ends up with the fault serviceman that has to straighten the service out - Which is not a 'Fault' only on Chorus (as they are providing the service to the demarc as requested ) but poor communication of the common issues (between Provider, network supplier/s and THEIR Customers ) with provider change (and understanding of the physical network) at the help desk level at many ISPs

baikal

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#904247 28-Sep-2013 17:34

InstallerUFB: Just to add a little bit of insight as to what sometimes happens when a customer requests a change in provider
A large proportion of connectons to homes have two circuits allocated (this was a commom practice is the 70s, 80s, 90s etc) so that you could have two lines one for the phone line and a secound for Dial up/ faxing etc.

The requirement for these two lines became redundent with the roll out of xDSL services but a large proporotion of these two circuits to a house still exisit.

Now comes to service swap over today -

- Provider A is connected to one of these circuits and you are happely useing that circuit for your xDSL etc in your house.
- Provider B requests a connection
- Circuit 1 is in use with provider A and hasnt been released for use by Provider B
- Circuit 2 is available for an 'intact' connection to the property (regardless of any rearrangements that may or may not be required to your household wireing to suit this connection)
- Provider B is connected to Circuit 2 and they are informed that there services have been connected to the house. (which 9x out of 10 is true)

As you are not or have not paid for a full install just what is called a self install then no tech will visit your house to rearrange the house wireing.

In the mean time dispite Your provider (B) saying you are connected and you assureing them that you aren't untill a service tech is requested or you check the connection yourself nothing will change.

- Unfortunatly this happens too often and it ends up with the fault serviceman that has to straighten the service out

Thanks for the information.

"As you are not or have not paid for a full install just what is called a self install then no tech will visit your house to rearrange the house wireing."

I signed up a 2-year contract so I thought I would received a full install from Snap. So bad.

I just tried all my telephone sockets in my house, no luck.

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jeffnz

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#904255 28-Sep-2013 18:03

baikal:
jeffnz: so what are you looking for by posting your frustration in the forums

Sharing my experience with others.

well I hope it makes you feel better about it.

Better option would be to fix the issue and given it would seem you need an issue sorted with your end maybe the folks here can help.

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surfisup1000

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#904277 28-Sep-2013 18:40

freitasm:
surfisup1000: So, if it's not snaps fault why are you blaming them?

Because Snap is not telling him anything about the problem.

The chorus system said the changeover was complete so what problem should they have told him about?

To sum up this guys issues. . .
Modem took 30 days to deliver -- so what, he didn't need it because chorus hadn't connected the fibre anyway.
Snap phoned 1 day later than promised -- not ideal, but , another 'hate' thread for that?
Dataplan dispute -- the website shows 50gb for $75 -- did the op negotiate a special one-off plan? He doesn't say. Could be miscommunication on either side.

Really? I hardly see much here to go on another venting mission. This is one of the weaker complaints I've seen, but the OP's english is poor so maybe I am missing something.

RalphFromSnap

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#904293 28-Sep-2013 19:32

Hi Baikal,

Sorry to hear of your experience, can you PM us your name and I'll take a look at your account and report back.

Thanks,
TheRalph

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

baikal

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#904298 28-Sep-2013 19:47

surfisup1000:
freitasm:
surfisup1000: So, if it's not snaps fault why are you blaming them?

Because Snap is not telling him anything about the problem.

The chorus system said the changeover was complete so what problem should they have told him about?

To sum up this guys issues. . .
Modem took 30 days to deliver -- so what, he didn't need it because chorus hadn't connected the fibre anyway.
Snap phoned 1 day later than promised -- not ideal, but , another 'hate' thread for that?
Dataplan dispute -- the website shows 50gb for $75 -- did the op negotiate a special one-off plan? He doesn't say. Could be miscommunication on either side.

Really? I hardly see much here to go on another venting mission. This is one of the weaker complaints I've seen, but the OP's english is poor so maybe I am missing something.

The problem is the new connection doesn't work!

To sum up this guys issues. . .
Modem took 30 days to deliver -- so what, he didn't need it because chorus hadn't connected the fibre anyway. (30 days after the Modem sent out email notification)
Snap phoned 1 day later than promised -- not ideal, but , another 'hate' thread for that? (Not 1 day later, no phone calls so far at all)
Dataplan dispute -- the website shows 50gb for $75 -- did the op negotiate a special one-off plan? He doesn't say. Could be miscommunication on either side. (Yes, a special one-off plan)

Maybe all of these problems are not a issue to you. But I never had any this kind of issues with Telecom, Vodafone and Orcon.
English is not my first language, sorry for that.

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