2 degrees email support SLA?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2 degrees email support SLA?

hamish225

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#317455 16-Oct-2024 19:17

Hey just wondering if anyone knows if 2degrees@2degrees.nz have an SLA for replies? I emailed them 10 days ago advising termination of my services, providing feedback etc and not only did I not receive an auto reply (which isn't particularly re-assuring) no one has replied!

*Insert big spe*dtest result here*

msukiwi

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#3298194 16-Oct-2024 19:37

Well the email didn't bounce saying the mailbox was full, either the person reading them was made redundant and the mailbox isn't full yet,

or sorry but terminations are obviously low priority 🙄

Linux

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#3298195 16-Oct-2024 19:54

Call and confirm they have got the email

CamH

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#3298288 16-Oct-2024 21:41

We emailed that address back and January and were ignored. But to be fair, the people I PM'ed on Geekzone also ignored me, so it may not just be the email address...

lxsw20

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#3298289 16-Oct-2024 21:44

Geekzone isn't an official support channel.

If you want support quickly, then call.

Linux

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#3298290 16-Oct-2024 21:57

@CamH So then call 2degrees as mentioned above Geekzone is not an official support channel for them

CamH

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#3298297 16-Oct-2024 22:37

Linux:
@CamH So then call 2degrees as mentioned above Geekzone is not an official support channel for them

I'm well aware. Email and Geekzone were the last resort when we got nowhere. We ended up churning/porting services after a store signed up an elderly woman for a bunch of services she didn't need or understand and then support was horrible about it.

I ended up paying 2degrees myself for the services they charged her for... Despite the fact they didn't work because I didn't want to sit there watching this woman cry, trying to get it sorted with 2degrees.

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#3298314 16-Oct-2024 22:48

@CamH Did you lodge a complaint with the TDR?

CamH

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#3298315 16-Oct-2024 22:52

Linux: @CamH Did you lodge a complaint with the TDR?

No, because I've been in telco for almost 14 years now, and I'm aware that TDR likely would have got nowhere without the input from the customer, who was in her late 70s and in no way, able to deal with it ongoing.

I don't want to hijack OPs thread any further, but I'll say the experience and the treatment of this lady by 2D resulted in us pulling out of some (otherwise unrelated) significant business discussions with 2D.

hamish225

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#3298706 17-Oct-2024 20:46

Thanks for the suggestions, yeah Email was to avoid sitting on the phone for an hour on hold. It sounds like other people are having similar issues with no reply by email. Some advice then for 2degrees, if you aren't going to bother replying to emails please remove your email address from your web page.

*Insert big spe*dtest result here*

alasta

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#3298807 18-Oct-2024 09:01

I'm really sad to see what has happened to 2degrees over the last couple of years. They genuinely shook up the market when they first started, but anecdotally their customer service now seems to be the worst out of the major telcos despite the fact that the industry sets the bar extremely low.

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#3298812 18-Oct-2024 09:12

Part of the issue with email support is filtering out the genuine email from the SPAM the scammers and emails that are just off the planet written by people that should not be allowed on a computer!

Look at Facebook groups for an example and some of the questions people ask!

The carriers should be sharing the emails they get it would make a great comedy show

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gehenna

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#3298814 18-Oct-2024 09:14

alasta:

I'm really sad to see what has happened to 2degrees over the last couple of years. They genuinely shook up the market when they first started, but anecdotally their customer service now seems to be the worst out of the major telcos despite the fact that the industry sets the bar extremely low.

It was smoke and mirrors, and the air is starting to clear so we can see the reality these days.

boosacnoodle

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#3298824 18-Oct-2024 09:36

I don't understand, in the age of digital, why:

Customers still need to give notice - the cost to provide the connection by the LFC is the same whether you use it for a day or 30 days
LFCs are still allowed to charge connection / disconnection fees for intact connections - a technician hasn't needed to physically go to the exchange or cabinet for many years now

And let us assume that both the above was still true, why then can customers not give notice online when they are able to signup online?

NZ Herald was mentioned here recently as an offender in this space (signup online but must phone call to cancel). Gyms are also notorious for making you go in-person during staffed hours for the same. Overseas, Adobe is being investigated by the DoJ for this.

Back in NZ, Naisi Chen raised a member's bill - Fair Trading (Cancellation of Subscription Contracts) Amendment Bill - that would require businesses to allow subscriptions to be cancelled in the same method that they signed up. Disappointingly, it looks like this bill has not been selected yet.

Behodar

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#3298830 18-Oct-2024 09:53

alasta:

I'm really sad to see what has happened to 2degrees over the last couple of years. They genuinely shook up the market when they first started, but anecdotally their customer service now seems to be the worst out of the major telcos despite the fact that the industry sets the bar extremely low.

Isn't 2degrees just a brand name with a completely different company now? As far as I'm aware, the 2degrees company of the 2010s no longer exists.