Is the online "Contact us" form working?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Is the online "Contact us" form working?

sidefx

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#280248 4-Dec-2020 07:40

Probably a question for you @morganbrowne - Is the contact us form working on the 2 degrees website?

I pinged a query through there a couple of days ago about moving house relatively soon, and other than the automated response to say my query had been received nothing since. I've rung a couple of times but gone straight into a queue with an "Our lines are very busy, have you tried the website" disclaimer so didn't bother waiting on hold too long.

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MrGadget

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#2616102 4-Dec-2020 08:53

Try holding for a bit. I had that message on my last two calls recently and got through within 2 minutes each time. Somehow I think someone forgot to turn that message off.

Any comment made here is my own and should not be taken as that of my employer.

morganbrowne

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#2616103 4-Dec-2020 08:53

Hey there,

Sorry for the delay. Yes, the contact us form is working but is likely slower than other channels at the moment. If your query's urgent, we definitely suggest calling in (first thing in the morning is normally the best time) otherwise flick us a PM on Facebook - response is same day. Sorry for the wait and thanks for your patience, definitely a busy time for our 100% NZ based team with all the good deals people want to get their hands on :)

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

sidefx

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#2616109 4-Dec-2020 09:08

MrGadget: Try holding for a bit. I had that message on my last two calls recently and got through within 2 minutes each time. Somehow I think someone forgot to turn that message off.

Good to know! will give that a try - yeah I pretty much only waited a minute or so :D

PS: and thanks @morganbrowne - good to know about facebook, I might try that instead.

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- Richard Feynman

Wilko

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#2616322 4-Dec-2020 13:27

I sent a request almost 3 weeks ago, and apart from the automated reply have heard nothing. This is most unlike 2degrees - usually they are excellent at answering queries.

jonathan18

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#2616333 4-Dec-2020 13:52

Wilko:

I sent a request almost 3 weeks ago, and apart from the automated reply have heard nothing. This is most unlike 2degrees - usually they are excellent at answering queries.

Similarly, a query I sent in over three weeks ago still hasn’t been responded to (and now is irrelevant). I find any system such as this, that doesn’t actually email a copy of the query to the inquirer, really frustrating - especially in situations like this where I couldn’t refer to or forward that earlier query when following up. There’s not even a reference number on the auto reply.

NZBuc

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#2621310 14-Dec-2020 12:51

jonathan18:

Wilko:

I sent a request almost 3 weeks ago, and apart from the automated reply have heard nothing. This is most unlike 2degrees - usually they are excellent at answering queries.

Similarly, a query I sent in over three weeks ago still hasn’t been responded to (and now is irrelevant). I find any system such as this, that doesn’t actually email a copy of the query to the inquirer, really frustrating - especially in situations like this where I couldn’t refer to or forward that earlier query when following up. There’s not even a reference number on the auto reply.

I've just passed a month for my query via the web-form (Friday the 13th!) so advise definitely not to use it.

@morganbrowne - my broadband contract comes up in a few days now - what option when calling should I go to through for retention options please?

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sidefx

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#2621320 14-Dec-2020 13:10

Yeah, my observation\guess over the last few weeks of dealing with them is that their ticketing system doesn't have any way to tie queries back to existing tickets through email - even when I'm replying to emails they send me regarding an open ticket, it emails me a generic email saying they've got my request and will get onto it soon then takes days for a response.

My guess is any time you email or reply to an existing ticket to them it just opens a new ticket on the back of the queue. Not sure if there's any way of putting your existing ticket number in the subject line to tie it together, but by default it just doesn't seem to happen. So email definitely seems like the slowest way to deal with 2degrees.

The time of year probably doesn't help either.

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NZBuc

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#2621322 14-Dec-2020 13:16

sidefx:

Yeah, my observation\guess over the last few weeks of dealing with them is that their ticketing system doesn't have any way to tie queries back to existing tickets through email - even when I'm replying to emails they send me regarding an open ticket, it emails me a generic email saying they've got my request and will get onto it soon then takes days for a response.

My guess is any time you email or reply to an existing ticket to them it just opens a new ticket on the back of the queue. Not sure if there's any way of putting your existing ticket number in the subject line to tie it together, but by default it just doesn't seem to happen. So email definitely seems like the slowest way to deal with 2degrees.

The time of year probably doesn't help either.

100% right about their lack of ticketing. It did take three weeks for the payment issue I had there to get sorted via emails (which was funny ironic considering they emailed me first regarding an issue where they didn't initially debit enough!).

But didn't get a very good response regarding re-committing so figure I need to call them as I'm now only a few days from my contract ending

morganbrowne

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#2621343 14-Dec-2020 14:26

Hey @NZBuc option 9 when calling will take you through to broadband. Cheers

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

NZBuc

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#2621344 14-Dec-2020 14:33

Sorry - should have been a little clearer - I wasn't sure if I should be option 1 (new broadband) or 4 (anything else).

For anyone reading I went with #4, and will update if that wasn't appropriate

morganbrowne

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#2621656 15-Dec-2020 08:29

Hi @jonathan18 / @wilko / @nzbuc

Your emails should definitely be responded to within 3 weeks - far earlier than that, so keen to understand what is going on here. Can you please DM me your email address so we can look into this, if there is an issue with our email system we want to make sure it's sorted ASAP, cheers.

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

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NZBuc

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#2621668 15-Dec-2020 08:58

It took 3-4 days for each reply, so about three weeks in total to sort it (I’d assumed that the info I submitted no the website was visible to the email support, but didn’t appear to be)