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2 posts

Wannabe Geek


# 208023 23-Jan-2017 19:53
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Recently I have regularly been experiencing an intermittent internet connection and have been logging faults with my ISP Slingshot. The level of customer service I have received has been at both ends of the scale. And when I say customer service I'm referring to the interaction, assistance, communication and the experience when engaging with a staff member due to a request for service - not necessarily the outcome of that request.

 

 

Anyway, as I result I started doing some investigating..... it turns out Slingshot's parent company was CallPlus (no surprises there), CallPlus was sold to M2 which, most recently, was purchased by Vocus Communications and as it turns out Vocus Communications also operates under the names Orcon, Flip and 2talk in New Zealand.

 

 

Found on the Vocus Communications' website to describe their company Slingshot, appears the following:

 

 

"Since launching in 1996, Slingshot has been on a mission to disrupt the telco industry, and give Kiwis great value internet services backed with awesome, New Zealand-based service.

 

 

Over the past decade Slingshot has built what we call the Better Network, the largest independent telco network in New Zealand. This network lets us drive down costs, pass savings onto consumers, and provides a backbone that delivers rock-solid, speedy internet."

 

 

A word of caution to you Kiwis, before you sign up for great value internet services This statement may be misinterpreted. To clarify, it appears to me that the word 'service' used in this statement is in reference to their 'awesome New Zealand-based infrastructure', not customer service.

 

 

PS. Does anyone know where to find a SLA between Slingshot and it's customers? Oh, there doesn't seem to be any level of service on offer, only Terms & Conditions.

 

 

Is anyone responsible for ensuring the delivery of customer service from staff to customers, at Slingshot? In the meantime it will be interesting to see how long it takes for them to get back to me about my enquiry as to whether my account has an account associated with it, and if so the expiration date. I'm on the hunt for a new ISP that shows it cares about its customers . . . .

 

 

Rant over!

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BDFL - Memuneh
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  # 1708268 23-Jan-2017 19:57
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The fact Slingshot, Orcon, Flip and 2talk are Vocus brands is not hidden anywhere and I think this is not pertinent to the case. If you want help with something then perhaps post exactly what is the problem and what is expect?

 

Sopabox on first post aren't very welcome here.





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  # 1708269 23-Jan-2017 19:57
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Welcome and Maybe the issue is with your house wiring and not actually an ISP issue,

 

Why not give us some details and we might be able to help fix the issue

 

Linux


 
 
 
 


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  # 1708277 23-Jan-2017 20:13
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Ridiculousname: 

 

Does anyone know where to find a SLA between Slingshot and it's customers?

 

Unless you have specifically paid for an SLA between yourself and your ISP you do not have one. This is the same as every other RSP in New Zealand offering residential services.

 

If you want guaranteed uptime with an SLA be prepared to pay 10 - 20x what you pay for your internet at present.

 

If you actually explain what your issue is somebody may actually be able to help you.

 

 

 

 




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Wannabe Geek


  # 1708502 24-Jan-2017 10:20
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To clarify, my issue is with the lack of customer service, I have experienced, from Slingshot representatives - not the internet service provided.

 

This post was to share my experience.

 

Reference to brands that Vocus Communications operates under was deliberate as one may wish to err on the side of caution, as common values across sister companies is not unusual.

 

I apologise to anyone who did not welcome my post. Clearly an error of judgement on my part. It appears customer service is not as valued as I thought.

 

 


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  # 1708506 24-Jan-2017 10:36
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Customer service is highly valued. Just that the first post wasn't clear enough if help was needed with solving an existing technical situation, or just a commentary about the company in general.





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  # 1708574 24-Jan-2017 11:55
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Ridiculousname: Recently I have regularly been experiencing an intermittent internet connection and have been logging faults with my ISP Slingshot. The level of customer service I have received has been at both ends of the scale. And when I say customer service I'm referring to the interaction, assistance, communication and the experience when engaging with a staff member due to a request for service - not necessarily the outcome of that request. Anyway, as I result I started doing some investigating..... it turns out Slingshot's parent company was CallPlus (no surprises there), CallPlus was sold to M2 which, most recently, was purchased by Vocus Communications and as it turns out Vocus Communications also operates under the names Orcon, Flip and 2talk in New Zealand. Found on the Vocus Communications' website to describe their company Slingshot, appears the following:
"Since launching in 1996, Slingshot has been on a mission to disrupt the telco industry, and give Kiwis great value internet services backed with awesome, New Zealand-based service.
Over the past decade Slingshot has built what we call the Better Network, the largest independent telco network in New Zealand. This network lets us drive down costs, pass savings onto consumers, and provides a backbone that delivers rock-solid, speedy internet."
A word of caution to you Kiwis, before you sign up for great value internet services This statement may be misinterpreted. To clarify, it appears to me that the word 'service' used in this statement is in reference to their 'awesome New Zealand-based infrastructure', not customer service. PS. Does anyone know where to find a SLA between Slingshot and it's customers? Oh, there doesn't seem to be any level of service on offer, only Terms & Conditions. Is anyone responsible for ensuring the delivery of customer service from staff to customers, at Slingshot? In the meantime it will be interesting to see how long it takes for them to get back to me about my enquiry as to whether my account has an account associated with it, and if so the expiration date. I'm on the hunt for a new ISP that shows it cares about its customers . . . . Rant over!

 

 

 

Hiya,

 

Yep, Slingshot is part of the Vocus Group but The Slingshot building is housed in Auckland. The vast majority of us are based here. Unless you spoke with someone regarding an ongoing fiance issue or  were after some info about your modem you would have been speaking with someone in this building. The wording of that statement is totally accurate and does refer to customer service. I'm really sorry you feel your experience with the team wasn't up to scratch and i'm happy to take a look and see what we can do to help.

 

 

 

Cheers





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