Snap Horrible customer service

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Snap Horrible customer service

BTR

1527 posts

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#177649 10-Aug-2015 15:11

I just want to start by saying I feel sorry for 2D, they have acquired a company that has horrible customer service. I have two problems that I will detail quickly below, one as a business customer and the other as a consumer.

Business
6 years ago I signed my work up to Snaps Fibre, not a problem, works well and have never had any issues...... Until I enquired about getting some additional services. We have a large network with over 700 users and yet I know no idea who my account manager is, I have sent emails to business care, put complaints on their Facebook page only to be promised that they will find out who my account manager is and ask them to get in touch.

Finally someone called and asked what I was after, they promised to email through details that day and I never heard from them again, luckily I noted down they name and someone I know at 2D was able to look them up and find out they are not even an account manager and work in provisioning....

I have now given up and an looking into other providers.

Consumer
I wanted to change my DSL plan recently and was told by two CSR that I needed to buy a new modem so they would supply a fritzbox if I signed up for 24 months. I have since been told my a CSR that I didn't need to buy a new modem and they would sort it out for me. After all of this they have now put me on the wrong plan.....

All I can say is Snap is a joke and 2D is going to have a lot of fun trying to sort the mess that is Snap out..

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459 posts

Ultimate Geek

#1362174 10-Aug-2015 15:26

Soapbox much...

Of the very few issues I have had with Snap, all were resolved. Some took some patience but were resolved eventually.

As for 2D, well that's another story...

kiwigeek1

637 posts

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Inactive user

#1362208 10-Aug-2015 16:09

its easy to work out if a modem/router has asdl on the back

more have a blue WAN UTP port RJ45 and next to it Adsl/vdsl port normally a RJ11 socket

I think its not a problem with snap in general but all ISPs and companies. they hired or outsource

help lines to philipines and indian and the service sucks tech knowhow pretty much zero
its more sell sell or have you rebooted your modem LOL

Dad couldnt understand a indian tech even in Auckland on phone last week.. said was a language problem

his S sounded like Rs

took some work but we got there in the end .. even if get them to spell what they saying

lxsw20

3552 posts

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#1362213 10-Aug-2015 16:22

Last I checked SnapDegrees support is based in CHCH. All the guy's I've spoken to spoke very good English, I assume born & raised in NZ.

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1362237 10-Aug-2015 16:50

well they should be good then..or know better

most people hired do seem to not know what customer service is.. Ive tried for years to get on a helpdesk in chch nz since returning fron OZ and never get short listed maybe cos Im over 40 and have too much experience perhaps and 2 degrees which are worthless now days.. if not got expensive cisco and MS quals dont matter what skills you have :) but then when I ask how many applied its normally over 100

guess its min wage here still when in oz most full timers start on 38K which is the help you pay for
as well. grad entry level with no experience

I did even try to join Snaps helpdesk once and no go.

after 3000 rejects in a year I decided a career change for physical job instead but getting to old
now days.. rather have a office job again

Lias

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#1362288 10-Aug-2015 17:32

Snap are not perfect, no ISP can keep everyone happy, but they do have a very good support reputation, and if you haven't had a good experience I'd suggest it's an aberration rather than the rule. One of the biggest concerns most people had about the 2D/Snap acquisition was Snap loosing it's point of difference as an excellent performing ISP with great customer service.

Disclaimer: I'm an ex Snap customer, and have a few friends that work there in customer service roles (and yes they are english speaking kiwis based in ChCh).

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

Wade

2225 posts

Uber Geek

#1362355 10-Aug-2015 19:40

I rung 2D last night to organise switching broadband to them, I spoke to an (I assume) indian guy who walked me through the process, he was easy to converse with, well spoken and articulate in a 'kiwi' way. I would have to rate the experience as pretty damn faultless to be honest, I'm not sure if he was ex-Snap or ex-2DM but its irrelevant really as the service experienced was top notch

richms

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#1362362 10-Aug-2015 19:47

Whenever I have had to call they seem to have been fine. Reminds me that I really do need to call and see whats up with chorus and the disappearing UFB installers.

Richard rich.ms

Equinox IT

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timmmay

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#1362404 10-Aug-2015 21:05

I have to say both 2degrees and Snap have been very good in my experience. Every business will have problems, and complaining on social media can be effective to get them address, but not the way you've done it. Suggest you use Twitter to raise this in a more constructive manner.

nathan

5695 posts

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#1362405 10-Aug-2015 21:08

I've also had great service for my personal accounts from 2D and Snap, and I can't say that for the other big 2

YMMV

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1362424 10-Aug-2015 21:23

twitter who uses that? no all of us follow usa fads. dont have to have a fb acct etc to get heard :)

a support email should be good enough and someone to forward on to the manager

and someone who looks up the client to see if they been a loyal user and how much you get
from them in cash :) so you dont loose them,

it does seem they dont know what an account manager is perhaps. why got someone else to call you up

and might of made sense to ask him to snap a photo of the back of his existing modem/router and email it to their direct email before telling them they need to buy something new,

or remore login to the modem and see what its settings are :)

networkn

Networkn
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#1362490 10-Aug-2015 22:42

kiwigeek1: well they should be good then..or know better

most people hired do seem to not know what customer service is.. Ive tried for years to get on a helpdesk in chch nz since returning fron OZ and never get short listed maybe cos Im over 40 and have too much experience perhaps and 2 degrees which are worthless now days.. if not got expensive cisco and MS quals dont matter what skills you have :) but then when I ask how many applied its normally over 100

guess its min wage here still when in oz most full timers start on 38K which is the help you pay for
as well. grad entry level with no experience

I did even try to join Snaps helpdesk once and no go.

after 3000 rejects in a year I decided a career change for physical job instead but getting to old
now days.. rather have a office job again

The reality is that someone as qualified as you would likely just stay long enough to find another job, they would have spent genuine time and effort training you to have you leave.

This isn't always the case but in most case it's the reason for people not being hired if they are overqualified.

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#1362492 10-Aug-2015 22:52

nah regardless what company I worked for I was loyal and only time i left is when they
restructured and disrespect you or take your skills as granted.

Im been a part time IT trainer
Ive been a lan manager for same place
ive worked on big helpdesks over seas first level mostly remote fixing
ive worked horrible shifts one place had 13 shifts in rotation however as a contractor I was paid
$40 an hour ... and worked along side the full timers for years.

I thought i would get an interview at least :)

in chch theres not much you can move to anyhow.. you take what you can get here

help desks they tend to hire grads though .. many ads state that

so they expect to pay a grad min wage and offer ms quals free training
right?

they expect them to leave .

anyhow bit tired.. just got in had dinner after doing some night work

UncleArthur

197 posts

Master Geek

#1362523 11-Aug-2015 00:18

I've called snap several times in the past, and since the purchase I've called snapdegrees (like the name btw) recently, and every single time I've had nothing but excellent support.

timmmay

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#1362548 11-Aug-2015 07:53

Be more proactive. Incidentally Twitter the perfect place to raise issues, companies get onto issues there almost immediately - that's pretty much the only reason I use twitter.

BTR

1527 posts

Uber Geek

#1362661 11-Aug-2015 10:44

timmmay: Be more proactive. Incidentally Twitter the perfect place to raise issues, companies get onto issues there almost immediately - that's pretty much the only reason I use twitter.

Have complained on their FB page twice and keep being promised that an account manager will be in touch and nothing happens, have got to the point where I am past trying and looking at other providers. I am meeting with VF this week so hopefully they can offer something good.

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