Subject: [Ticket# n] meow meow meow - change this subject before sending
Hi - thanks for your query.
We have assigned you a reference number (shown in the subject line above) to make it easy for us and you to keep track of it.
Please note you can find details of any major outages on our website Network Status page at: http://www.orcon.net.nz/support/network_status
Many issues can be resolved by restarting your modem so please try this first and let us know if this fixes the issue.
If your message was to report that your broadband or phone services are not currently operational – we recommend calling us on 0800 13 14 15, as this is the fastest way to make sure we get you back up and running.
We aim to reply to technical queries within 5 days. Billing and account queries may take a little longer, especially if you have only just received this month’s bill – if you need an answer sooner, please call us.
If you need to follow up with us on this query, please reply to this email to ensure our correspondence trail remains tagged to the same reference number. Don’t forget to check out our support section (www.orcon.net.nz/support) as this could also answer your question.
Thanks! The Team @Orcon
Where n = a 6-digit number.
My first reaction was I dont recall raising any issue with Orcon support but to be fair I may have phoned them about Genius support for the wireless 802.11ac standard (raised here earlier).
My second reaction was incredulity that such an unprofessional email would be sent to a customer. They (presumably the callcentre) create a 'ticket number' but cannot be bothered to headline the 'query' as part of the subject text. Did they (or their robot) not understand what my 'query' was about? Frankly raising a ticket number about no specific identified issue indicates stupidity.
This standard of support is untenable. I recall Orcon, when sold to CallPlus, was supposed to moving back to a NZ-based callcentre. Not so far it seems. I would prefer to move rather than endure support like this if something serious goes wrong. As a Genius user I have been very happy with the service Orcon provide and the pricing is competitive. No other ISP provides an equivalent naked broadband with an integrated VOIP package. Moving to another ISP would involve the usual disruption with the added issues of going back to standard broadband with separate POTS/using a third-party VOIP provider to retain my landline number - so I hesitate to move.