[Snap] Snap Customer Support

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Delorean

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#142615 18-Mar-2014 19:34

It seems with reading the forums, the customer support from Snap has deteriorated significantly and I have been experiencing this recently.

I have sold my house which has UFB. I have tried to call over the last 2 weeks to inform them I need to cancel my connection. I thought this would have been simple. Alas I have experienced significant wait times and gave up after 30 min point over the last two weeks..

Today I managed to get through after 21 min wait time, I was told I needed to give 30 days notice. No issues with that aspect and I am willing to pay for the 30 days but I needed the UFB cancelled by 5th April as the house settles then. If they answered the phone, they would have been informed within the 30 day period!

The second issue was the ETF was now based on the newer pricing scheme of $499.00. I signed up when the ETF was actual cost for the first 12 mths and $199.00 for the 13th to 24th month. I Agreed to this at the time and it's fair.

However, Snap won't disconnected me for 30 days starting today and insisted I need to pay the $499 fee!

All I want is what I agreed to. If snap answered the phones in a timely manner the 30 days notice wouldn't have been an issue, and to impose the ETF that related to the newer contracts demonstrates the staff may not have adequate training.

Help Ralph. All I want is it to be disconnected before settlement and pay the fee that was agreed. Is that too much to ask?

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Psilan

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#1008366 18-Mar-2014 19:48

You should have sent an email.

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Delorean

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#1008368 18-Mar-2014 19:52

Psilan: You should have sent an email.

You shouldn't need to. Dealing with other ISP's I have never needed to email as they answer the phone!

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RalphFromSnap

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#1008373 18-Mar-2014 20:08

Hi Delorean

DM me your account details and I'll get this sorted. But won't you need some sort of connectivity at your new place though?

Apologies for any issues - we've working as quickly as possible to get a number of CSRs on-board so that the call times get back to much more acceptable levels.

Cheers
Ralph

Snap

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

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Delorean

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#1008376 18-Mar-2014 20:16

RalphFromSnap: Hi Delorean

DM me your account details and I'll get this sorted. But won't you need some sort of connectivity at your new place though?

Apologies for any issues - we've working as quickly as possible to get a number of CSRs on-board so that the call times get back to much more acceptable levels.

Cheers
Ralph

I have DM you my details :)

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Geek66

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#1008383 18-Mar-2014 20:34

Delorean,

Thank you for sharing (and I am sorry for your plight). I have been trying to contact Snap for days now...after wanting to become a new customer. I have attempted to call three times on Snaps 0800 BROADBAND number each about 20 mins before giving up and hanging up. Finally tonight I made it through to their "customer service" after 22 minutes. In that time I was able to surf around their site, read their onerous T&Cs and decide that if they can't look after a new customer what chance would an existing customer have...?

So your post was timely, and I am sorry you are experiencing this poor service. Many companies need to learn where their business comes from.... this time it wont be from me...no matter what their deals are.

So I hope you manage to get disconnected. I agree, you should not that to go to pen every time you need service. Its the wrong decade (correction: century) for that!.

I'm off to the competition..they answered on the first attempt and it the phone rang only three times.

All the best.

ps. as a matter of courtesy I did spend some time politely informing Snap why i wont be joining them. For their sake I hope they sort it out so as to give the public real choice.

Delorean

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#1008389 18-Mar-2014 20:47

Geek66: Delorean,

Thank you for sharing (and I am sorry for your plight). I have been trying to contact Snap for days now...after wanting to become a new customer. I have attempted to call three times on Snaps 0800 BROADBAND number each about 20 mins before giving up and hanging up. Finally tonight I made it through to their "customer service" after 22 minutes. In that time I was able to surf around their site, read their onerous T&Cs and decide that if they can't look after a new customer what chance would an existing customer have...?

So your post was timely, and I am sorry you are experiencing this poor service. Many companies need to learn where their business comes from.... this time it wont be from me...no matter what their deals are.

So I hope you manage to get disconnected. I agree, you should not that to go to pen every time you need service. Its the wrong decade (correction: century) for that!.

I'm off to the competition..they answered on the first attempt and it the phone rang only three times.

All the best.

ps. as a matter of courtesy I did spend some time politely informing Snap why i wont be joining them. For their sake I hope they sort it out so as to give the public real choice.

Hi there, on balance, Snap have been a good ISP. Once you are connected it's quite reliable, speeds are good and they do have some nice feature they offer their clients (VoIP is great) the fritzbox is a nice bit of hardware,

It's just the frustration when the wait times are poor and the lack of knowledge. I wouldn't rule them out. I had major issues when I was first connected as they got it wrong completely. Didn't have the correct hardware and wasn't working correctly for weeks. Since then and provided you use the supplied hardware they are good.

Hopefully I will get this sorted too.

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Geek66

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#1008393 18-Mar-2014 20:50

Thanks for the feedback. I will hold fire a few days to see what pans out. Hopefully all will be positive.

Delorean

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#1009301 19-Mar-2014 19:46

RalphFromSnap: Hi Delorean

DM me your account details and I'll get this sorted. But won't you need some sort of connectivity at your new place though?

Apologies for any issues - we've working as quickly as possible to get a number of CSRs on-board so that the call times get back to much more acceptable levels.

Cheers
Ralph

Just an update, Snap called and the issue is now resolved. It appears they are understaffed and have acknowledged this aspect.

As I said before, as an ISP they are good. Every company has hiccups and they have followed up and resolved it. Thanks Ralph!

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surfisup1000

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#1009341 19-Mar-2014 20:45

Geek66: Delorean,

Thank you for sharing (and I am sorry for your plight). I have been trying to contact Snap for days now...after wanting to become a new customer. I have attempted to call three times on Snaps 0800 BROADBAND number each about 20 mins before giving up and hanging up. Finally tonight I made it through to their "customer service" after 22 minutes. In that time I was able to surf around their site, read their onerous T&Cs and decide that if they can't look after a new customer what chance would an existing customer have...?

So your post was timely, and I am sorry you are experiencing this poor service. Many companies need to learn where their business comes from.... this time it wont be from me...no matter what their deals are.

So I hope you manage to get disconnected. I agree, you should not that to go to pen every time you need service. Its the wrong decade (correction: century) for that!.

I'm off to the competition..they answered on the first attempt and it the phone rang only three times.

All the best.

ps. as a matter of courtesy I did spend some time politely informing Snap why i wont be joining them. For their sake I hope they sort it out so as to give the public real choice.

Who did you join?

We all know that snap are having some serious support issues and are working to resolve them. It is unfortunate because they do offer a very good product.

It seems to me that Snap are so good that they haven't been able to cope with the demand.