Feedback :-)

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Feedback :-)

NickMack

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#250807 26-May-2019 16:14

Hi All,

This is a post a little out of the norm for a corporate 😊 – The Geekzone 2degrees forum is a great early warning signal for us here at 2degrees. It’s a really useful gauge for us on how we are performing as a service provider, it helps us identify issues early and address them where appropriate, where we can and connect with our customers.

I wanted to reach out and solicit your feedback on how we are performing on the forums - My aim and goal is to prove that a corporate can provide excellent service through social media and that our customers value and appreciate it.

If you’d prefer to send me feedback via private message, please feel free to do.

Nick

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

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BDFL - Memuneh
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#2245973 26-May-2019 16:39

Hey Nick... I think 2degrees does a great job here (and on Twitter, I don't use Facebook much for this kind of interaction) and it trailed it even before, back when Snap Internet was the brand, with RalphFromSnap helping around. I think that lived on with you folks.

Personally, the quality of support received, the prompt response and fault investigation have always been of the highest quality.

Sure, other large ISPs are also working hard here. It would be amiss not to recognise those employees who help the community, sometimes even out of their own time.

I hope you get some good quality feedback (in private or publicly).

Handle9

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#2246120 26-May-2019 20:28

I think that most of the people on here from ISPs do a good job and genuinely try and help.

One thing that bugs me is that there is an expectation from some users on here that this is an official support channel for ISPs. They then get overly emotional if they aren't getting the answers they want or a response in what they consider a timely manner or with polished communication. Once/if you start treating this as an official channel rather than as / when practical this will only get worse.

I don't know if it's practical to implement that but some form of @peterreader disclaimer would probably be a good idea.

michaelmurfy

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#2246123 26-May-2019 20:36

I'd like to say I love the transparent nature of the posts you do, telling us what has gone wrong and what has been done to fix it when a problem arises and the care that goes into helping each and every person on here even if (in my case) the problem was caused by my equipment or my testing methodology.

Thanks for helping out and also sharing the nitty-gritty. It is always interesting to know the technical details and I welcome that from any provider.

Also, the write-up's you've done regarding Gigabit testing, IPv6 etc are incredibly helpful.

You were the one who caused me to sign up both my Broadband and Mobile with 2degrees and I am glad I did. The support I've received from the Care line, from Twitter and on here have been top-notch. As a whole thanks for going above and beyond in looking after current, and new customers.

Michael Murphy | https://murfy.nz
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Opinions are my own and not the views of my employer.

Noodles

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#2247522 29-May-2019 09:06

Keep up @NickMack and the 2D team, doing great work :)

gehenna

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#2247525 29-May-2019 09:11

I like that you don't come across like "corporate support" or that you're trying to impose a corporate experience over how the community interacts with you. That's a huge benefit of forums in general, so when a company tries to establish a presence too often it becomes just another way for them to not be transparent. The strength of Geekzone is that transparency, and companies with a presence here will buy a lot of good will if they behave the way you do.

Bluntj

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#2247555 29-May-2019 09:44

As a newish 2 degrees customer I also can't fault the manner in which you answer queries and represent your Organisation.

Coming from Vodafone with all its issues, I do have to comment on your call centre, especially the time it takes to answer. Very frustrating.

I also found that some of the responses received (both mobile and Fibre) were not very accurate at times, and I wonder about the level of expertise on the other end of the phone.

robjg63

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#2247642 29-May-2019 11:11

I cant comment on 2 degrees specifically because I am not a customer - but I do see 2 degrees answering posts quite often - so thumbs up to you.

In general its pretty pleasing when businesses monitor a site like geekzone.

There is more 'informed' comment on geekzone - usually with an abundance of tech input - so generally an issue is likely to have had some thought and filtering applied when it appears here.

The trouble with many companies support is getting past the frontline staff who can only use a script. Any difficult, or off script problems seems to be extremely difficult to raise to the next level.

It does however annoy me, how often people assume any sort of social media (occasionally including geekzone) is a legit forum to start with their day to day problems.

To anyone reading this - Please START with the businesses official support channels - email/phone/online chat etc- escalate here if you are getting no-where.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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NickMack

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#2247649 29-May-2019 11:27

robjg63:

I cant comment on 2 degrees specifically because I am not a customer - but I do see 2 degrees answering posts quite often - so thumbs up to you.

In general its pretty pleasing when businesses monitor a site like geekzone.

There is more 'informed' comment on geekzone - usually with an abundance of tech input - so generally an issue is likely to have had some thought and filtering applied when it appears here.

The trouble with many companies support is getting past the frontline staff who can only use a script. Any difficult, or off script problems seems to be extremely difficult to raise to the next level.

It does however annoy me, how often people assume any sort of social media (occasionally including geekzone) is a legit forum to start with their day to day problems.

To anyone reading this - Please START with the businesses official support channels - email/phone/online chat etc- escalate here if you are getting no-where.

Thanks Rob - Fortunately we see very few day to day problems (simple) on Geekzone - I typically redirect them to our Customer Care team who are there to help with these types of standard requests/issues/queries. We have spent some time creating some posts for the more complex queries and informational guides (added as sticky posts on the 2degrees Geekzone forum). I'm not here to replace a whole support team, I'm not here 24/7 and for me and the team we do this because we enjoy it and want to make a difference for our customers.

Thanks for the reply.

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

CruciasNZ

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#2247650 29-May-2019 11:29

Been a few years since I had to communicate an issue through the forums, but they were always dealt with quickly and efficiently. Back when Snap and 2° were separate entities Ralph and POB did a great job with the community here, and it has carried on.

Only comment I would offer is it would be nice to see more discussion about improvements to both ends of your business here. Facebook and Twitter are places for the generic masses to interact with companies, but a tech forum like Geekzone is generally frequented by nerds and as a proud nerd I'd like to see stuff about new towers going up, how 5G is going, how eSIM is going, beta clients for your apps - all that sort of thing. Not asking for transparency, just the odd nerdy tidbit to chew on :)

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SaltyNZ

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#2247666 29-May-2019 12:00

CruciasNZ:

Only comment I would offer is it would be nice to see more discussion about improvements to both ends of your business here. Facebook and Twitter are places for the generic masses to interact with companies, but a tech forum like Geekzone is generally frequented by nerds and as a proud nerd I'd like to see stuff about new towers going up, how 5G is going, how eSIM is going, beta clients for your apps - all that sort of thing. Not asking for transparency, just the odd nerdy tidbit to chew on :)

As much as we could go on for hours talking about this kind of stuff, sadly, it's not always possible. Even the things that on thue surface seem completely nerdy such as VoLTE, 5G or eSIM can have important commercial implications meaning we can't discuss them until someone has made an official announcement or one sort or another.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

Obraik

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#2247675 29-May-2019 12:19

I've been with 2degrees/Snap since around 2010 (might have been earlier) and have always had good experience with the service provided. On the odd occasion that there has been a fault, I appreciate calling support and being believed when I say that I've done the basics and we can skip straight to actual checks and if there is a fault the causes an outage it's great having 50gb of mobile data to make do with while the fault is fixed. As a geek that runs his own home lab, I also appreciate having access to a /29 IPv4 subnet and a /56 IPv6 subnet.

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uppynz

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#2247842 29-May-2019 16:38

Personally I've found it excellent! I've made reference to a lot of the 2degrees posts on here. Even recently moving from VDSL to fibre your customer care team on the phone exceeded expectations and wait times were never and issue.

Keep up the excellent support and interaction!

Peppery

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#2248475 30-May-2019 13:43

Your posts on here definitely influenced my decision to pick 2degrees as our ISP when we moved earlier this year. :)

iamsammajor

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#2249104 31-May-2019 13:52

Same as above, your posts on here definitely influenced my decision to pick 2degrees as our ISP

I was surprise of the help when I had speed issue.

the support is beyond great!!!!

evilonenz

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#2249108 31-May-2019 14:00

Absolutely agree with all sentiments above, one of the main reasons behind choosing 2degrees was the open info sharing that goes on here, as well as the indepth troubleshooting when required! Also on the rare occasions of actually having to call the support line, the front line staff are always amazing.

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