Is 2degrees customer service getting bad?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Is 2degrees customer service getting bad?

WoodyPC

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#232085 28-Mar-2018 18:39

I joined Snap years ago and they ware excellent all around and am still with 2degrees now. When I signed up for another 2 years ~18moths ago the customer service was stiill good, not as quick as it was but fine.

So I decided to recommend my brother get 2degrees and his new house and it has been bad to worse.

Longs waiting times is something you just get used to in NZ now, then they take down the wrong details and created a login and password that is spelt incorrectly so you cant use it and after talking to multiple people finally get it fixed. They said it correctly said over the phone but when they spelt let it out it was incorrect. This is not a big deal just annoying.

Now for some reason, there is already a live fibre connection at the property which they contacted him about on Monday and were told it must be the previously person connection and to stop it and connect his one. They said that this would be no problem but have now contacted him again asking the exact same thing today. So after 3 days, they did nothing and now have just gone back to the start. How does the same question keep getting asked?

If they can not disconnect the other person's connection/account why not say, instead of asking the same thing over and over.

Since there is already fibre installed should it not be easy to switch on someone's connection?

Edit: It seems that no one talks to each other, as we now know that all the stuff did earlier in the week was not past on, so no one knew to stop the other connection and to start one for him.

Linux

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#1985100 28-Mar-2018 19:21

If the address already has a live internet connection then no it's not that simple and it's not 2degrees fault

You have to wait for the existing customer account to close or look into doing an abandoned connection

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WoodyPC

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#1985105 28-Mar-2018 19:33

It is not 2degrees fault there is a connection still there but 3 different people form 2degrees have been puzzled by this and everyone said they need to do an abandonment request, then ring back 2 days later and say the same thing.

MichaelNZ

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#1989112 5-Apr-2018 23:06

2degrees has been crap for over a year now.

Additionally, they shut down criticism and complaints on their facebook page by blocking people. What sort of company does dodgy stuff like that?

Linux

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#1989140 5-Apr-2018 23:30

MichaelNZ:

2degrees has been crap for over a year now.

Additionally, they shut down criticism and complaints on their facebook page by blocking people. What sort of company does dodgy stuff like that?

@MichaelNZ It's when people get rude and post comments like ' 2degrees has been crap for over a year now '

I am sure you could find better wording to use

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MichaelNZ

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#1989142 5-Apr-2018 23:35

Linux:

@MichaelNZ It's when people get rude and post comments like ' 2degrees has been crap for over a year now '

I am sure you could find better wording to use

Any other business treating customers like they do would be pilloried here. But for some reason, you give 2degrees a pass. That's up to you but I call a spade a spade.

networkn

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#1989185 6-Apr-2018 07:50

MichaelNZ:

Linux:

@MichaelNZ It's when people get rude and post comments like ' 2degrees has been crap for over a year now '

I am sure you could find better wording to use

Any other business treating customers like they do would be pilloried here. But for some reason, you give 2degrees a pass. That's up to you but I call a spade a spade.

This phrase is used a lot in my experience, by people looking to justify being unnecessarily rude or harsh. It's a cop-out. I am not excusing 2D from their customer service responsibilities, but I do think there is a need to be cordial. (But not raro)

michaelmurfy

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#1989187 6-Apr-2018 07:55

MichaelNZ:

Any other business treating customers like they do would be pilloried here. But for some reason, you give 2degrees a pass. That's up to you but I call a spade a spade.

Comments like this don't help - not even sure why you commented in the first place (sounds like you've got some beef with them). I'm a 2degrees customer and don't have issues. Also, going through their Facebook page I see complaints just like every other service provider. If somebody posts something abusive then they deserve to be blocked.

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MichaelNZ

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#1989253 6-Apr-2018 09:48

michaelmurfy:

not even sure why you commented in the first place (sounds like you've got some beef with them).

The title of this thread is "Is 2degrees customer service gettingh bad?" and I have posted to this issue.

michaelmurfy:

If somebody posts something abusive then they deserve to be blocked.

That's a pretty rash assumption on your part and untrue.

MichaelNZ

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#1989273 6-Apr-2018 10:14

I would best sum up 2degrees customer service as "crap", and here is what happened:

Around August last year, they advised there would be an extra charge for payment by credit card. At the time I setup the account with them I paid by direct credit (Internet banking) as per the standard commercial paymnet terms for business accounts. All payments were made on time and in full so 2degrees had no cause for issue.

At a later date, due to getting a platinum credit card (with cash back) I decided to give them card details which they could charge automatically. This worked fine and I went overseas.

When this was announced I contacted them and asked to revert back to the previous payment terms. They would not accept this - rediculously denying they accepted payment by direct credit - and demanded it would have to be by credit card or direct debit.

I was on open term (month by month) so I decided to leave them. But then the billing stuff arounds starting happening. I saw on their Facebook page there were many others in the same situation.

Ultimately I got away from them and moved to Spark. Spark customer service was surprisingly the best and I had not used them since the bad old days of the Telecom monopoly.

This is a very summerised account. I can't think how to portray in my post here, their appalling attitude to myself and the others who were commenting online.

I had been a good client and was suddenly being treated like crap for no reason whatsoever.

Dial111

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#1989281 6-Apr-2018 10:24

In a nutshell customer service is beyond horrible, when I was with Snap then 2degrees took over, getting through was a nightmare. I would be on hold for a minimum of 20min easy then the call would drop as if they just cut you off after a 20min and you would have to start the wait process over and over and over again. I don't think I ever got through to someone... just ended up leaving and switching providers.

hio77

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#1989369 6-Apr-2018 11:23

http://www.stuff.co.nz/dominion-post/news/politics/102858637/2degrees-seeking-approval-to-hire-up-to-40-migrants-to-fill-call-centre-roles

Suppose 2d is working on it ;)

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

MichaelNZ

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#1989397 6-Apr-2018 11:29

hio77:

http://www.stuff.co.nz/dominion-post/news/politics/102858637/2degrees-seeking-approval-to-hire-up-to-40-migrants-to-fill-call-centre-roles

Suppose 2d is working on it ;)

Having lived in the Philippines (and married to a Filipina), I got to learn what the call centre workers really get paid there and it's a lot less than the companies here claim.

As for bringing workers here, stick up a bunch of adverts telling them they will earn a whole lotta pesos by working in New Zealand. Problem is here, the money ain't that much, and that's before we get to all the other rackets that go on.

The bribes, opps I mean government fees, that need to be paid before they can leave the country, etc, etc... All in the name of the grand aim of stopping human trafficking, of course. Never mind the local employment conditions are often worse.

I'm not joking. The time and money we wasted on total nonsense so she could come to New Zealand was an eye opener. In her case, she already had a passport and had previously paid the bribe, opps I mean faciliation fee, for that. But even then I think we spent about P15k on other stuff.

In prespective, that's a month's salary for a experienced call centre worker.

This is not directed specifically at 2degrees - just stating what I have seen.