Very Poor Customer Service

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Very Poor Customer Service

BTR

1527 posts

Uber Geek

#208087 26-Jan-2017 10:26

So I have noticed over the last few months that every time I get in touch with MR the wait times get longer. They use to have a online support chat which has been offline for months now. I have just given up trying to call them on the phone as I want to upgrade to fibre now that its in my area. I thought I don't have enough time to wait for them to answer the phone so I will use their online sales support chat, I opened a session and waited and less than 30 seconds this is the reply I got "Hi there, please get in touch with our Customer Service team by calling us on 0508 MYFIBRE (6934273), or just send an email to support@myrepublic.co.nz :-) "

Come on MR, if you can staff your online chat get rid of it, you are just wasting peoples time, it should not be so hard to get hold of you ISP! Poor form I must say!

MyRepublic

39 posts

Geek

Trusted

MyRepublic

#1709893 26-Jan-2017 10:53

Hi There,

Sorry to hear you haven't been able to get through to our team via our instant chat. This channel of support will be back up and running shortly.

Can you please PM through your customer ID along with the plan you are wanting to upgrade to and we'll have our team action this.

Thanks,

The Team @ MyRepublic NZ.

timmmay

20589 posts

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Lifetime subscriber

#1709911 26-Jan-2017 10:55

I think "very poor customer service" is going a bit far just because chat is down. Increasing wait times would be annoying, but again I wouldn't think "very poor" would be a fair and reasonable description.

BTR

1527 posts

Uber Geek

#1714381 2-Feb-2017 11:26

timmmay:

I think "very poor customer service" is going a bit far just because chat is down. Increasing wait times would be annoying, but again I wouldn't think "very poor" would be a fair and reasonable description.

Ok that might be a little harsh but it should not be so hard to get hold of a provider to ask a simple question. It seems like the only way I can get hold of anyone from MR is by complaining here or via Facebook. If wait times are long when calling tell me as soon as I select an option not after 5 mins on hold.

They obviously don't have enough staff and need to hire more CSR's. Its been like this for months now

richms

28191 posts

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Lifetime subscriber

#1714389 2-Feb-2017 11:37

I think it is poor if you become a customer of a place based on them having an online support presence and then its never working when you go to use it.

Richard rich.ms

BTR

1527 posts

Uber Geek

#1714885 3-Feb-2017 11:14

richms:

I think it is poor if you become a customer of a place based on them having an online support presence and then its never working when you go to use it.

I never joined on the basis they had online customer support and you have missed the part where I said I tried to call and gave up, their phone system keeps you on hold for quite a while before telling you they have along wait time. My concern is it should not be so difficult to get hold of a company no matter what medium you use i.e. phone, email or chat.

I believe they are short staffed or only interested in new connections based on feedback from other MR users.

mattwnz

20164 posts

Uber Geek

#1714906 3-Feb-2017 11:57

I agree that wait times should not be more than 10 minutes. If they are they should either have a call back function or a way to easily contact them online.