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marmel
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  #1026385 16-Apr-2014 19:19
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timmmay: This figure of 45 minutes is the worst case spread by the people who like to complain. I've called a few times, from memory I may have waited a few minutes on average.

Email always has been a second class communication method for every business, I don't like it either. I can call my bank and get an immediate answer, or I can email them and they reply in three days.

Just pick up the phone and stop complaining. If the OP had done that when they complained here they'd have had an answer within 15 minutes.


I'll call in the morning and see how long it takes.

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  #1026418 16-Apr-2014 20:04
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remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do

marmel
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  #1026426 16-Apr-2014 20:23
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Jase2985: remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do


I appreciate the time the staff of various companies take to help out other members now and again. Someone from 2degrees helped me out last week.

I don't think anyone expects help from other members but if you have tried emailing and received no reply, tried calling but given up due to wait times then it's worth a shot.

And whilst it is easy to pick up a phone and make a call it is also just as easy for a company to respond to an email.

I also make note that the telco's as a whole have performed fairly poorly in the latest customer satisfaction surveys although I think 2degrees did quite well. There is no excuse at all short of nuclear war for a.company to ignore emails and to try and justify it by saying just pick up the phone is a fairly weak argument.



  #1026447 16-Apr-2014 21:22
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there is no excuse you are right but sometimes staffing shortages make it incredibly difficult to respond in what some people define a timely manner.

its easy to ignore a email, its not so easy to ignore a phone call.

SumnerBoy
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  #1026457 16-Apr-2014 21:27
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timmmay: This figure of 45 minutes is the worst case spread by the people who like to complain. I've called a few times, from memory I may have waited a few minutes on average.


I am definitely not 'one to complain' but I have had a pretty average few weeks experience with Snap support and I have been involved in a few of these other threads discussing the topic. I don't think you can really comment too harshly until you have experienced it to be honest. I have, on more than a couple of occasions, rung them and spoken to someone who was unable to help and promised to get someone to call me back. These call backs never happen, actually that is a lie I did get one recently, but that was the first time in the last 3-4 attempts.

And the call wait time is totally unacceptable. People don't have time in their day to spend 30 mins on hold, and yes it really was 30 mins on average there for a while. The last time I called it was down to 15 mins so hopefully things are improving. But I can assure you after the 2nd or 3rd failed call back I was very reluctant to ring again to chase them up, only to spend another 30 mins on hold. I actually resorted to Twitter and got a faster response that way!

I don't think it is fair to tell someone to just call them and harden up. Snap are obviously going through some growing pains over there but that shouldn't be having such a negativate affect on full paying customers.

Daynger

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  #1026469 16-Apr-2014 21:54
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Thanks for your response TheRalph, indeed I received a text this morning and a call this afternoon to discuss what was happening, that is all that was required, email, text, call whatever, but please keep your customers in the loop it keeps everyone sane.

Now I know what is happening and a likely timeframe im happy to wait, once again thanks.

Daynger

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  #1026471 16-Apr-2014 21:58
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RunningMan:
Daynger: With many a story of a 45min wait on the phone why the hell would I?


Language please. This is a family show


Really, hell is a swear word???
Weak.



Daynger

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  #1026484 16-Apr-2014 22:02
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Jase2985: remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do


True and I respect that, but I wasn't expecting an overnight result, maybe just for someone to see this and have a look at what was going on, which I suspect is what happened, then perhaps give some other department a push to get some kind of information to me, which happened.

Possible time on phone: 15-45min
Time on internet for this: 3-4min and a result.

Unfortunately for me I work as an electrician, this doesn't leave much downtime for a possible 45 min phone call to sort out my home internet.

Work smarter not harder people.

timmmay
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  #1026540 17-Apr-2014 07:03
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I tend to call helpdesks from my cellphone on speaker, and keep on with whatever else I'm doing.

merve0o0
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  #1031850 27-Apr-2014 00:57
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I have called Snap 2x regarding my Fibre install and both times i got through to someone in under 5 min. once calling at 12:30pm and once 5:45pm. I paied on the 9th and received a call the next day saying the install had been put on hold waiting for the consent process.

you cant really complain about long wait times if you have not even attempted to call.

Daynger

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  #1037911 6-May-2014 19:39
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RalphFromSnap:
Daynger: OK, so I have signed up to VDSl with snap online, paid on the 2nd of April.

It is now the 15th of April and I have not heard a peep from the "we will be in contact within 72 hours" splash screen and the "it can take up to 10 days but if it will be longer we will be in touch" welcome email.  
How long before I demand a refund and tell them to stick it?

This is not a good start......




Hi Dayne,

Sorry for the delay posting here, but I believe you had a couple of updates this morning re this.

Just some more info, this is a LLU exchange to cabinet transition order, but also the first VDSL2 connection on the cabinet (for the technicians a hard wired cabinet) and needs a card upgrade. Generally this takes around 7 -14 days to install and then a couple of days for the order to update and process - plus schedule a technician in for the install.

We are currently working on updates to our system for orders/waiters like this to keep you uptodate automatically, at the moment this is a manual process between us and Chorus, so hopefully soon we will be able to keep people up to date on their waiter status via SMS, generally there is no a lot of updates in this process, but it would still be handy to be kept up to date regularly even if there is no specific update!

Thanks,
TheRalph


Hi Ralph, has there been any update on when they might be jamming a VDSL card in my local cabinet?

Thanks
Dayne

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