waiting more than 30 mins on the phone to get through billing enquiry!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › waiting more than 30 mins on the phone to get through billing enquiry!

shaopu

111 posts

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#38853 5-Aug-2009 12:34

I am sure i am not dialing 777 to vodafone, i am dialing 0800131415 to Orocn and it is unbelievable that i have to wait for more than 30 mins untill someone to answer the phone but cant actually sort out my billing problem...

i was impressed by the service and alwasy rekon to friends but now i am doubting!!

is there still any ISP that you dont need to wait fore more than 5 mins for someone in NZ to answer???

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Geek @ Coastguard NZ
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#242965 5-Aug-2009 12:41

Orcon are usually pretty good at answering but the last month or so they seem to be getting swamped with calls... its the main reason I havent paid my bill yet... hehe...

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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duncanblair

248 posts

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#243037 5-Aug-2009 15:02

Yeah, sorry. We are a few staff down right now and the guys are feeling the pinch. There is a new team being trained as I type, and who will be getting on the phones/email over the next few weeks.

We know it is not up to our usual high standard, and have a couple of creative solutions up our sleeves to make things better in the mean time.

Thanks for your patience, we promise we will back to our normal awesome selves soon.

shaopu

111 posts

Master Geek

#243153 5-Aug-2009 18:16

my bill was paid by direct debitting from my credit card, i have to stop this as they bill me incorrectly (been forced to change from LLU to telecom wholesale due to the roadside cabnet downgrade the speed).....

shouldnt i get the same service and same price as this is not my choise to go with the wholesale plan. it is sth btw orcon and telecom to debate.. as a consumer, i would expect everything to be unchanged from my site..........

BTW, the invoice i receive is one of the most confuse bill i have ever received.... even the Orcon CSR cant understand it...

paulspain

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#243161 5-Aug-2009 18:37

I called Maxnet today and they answered within about 3 seconds of the initial recorded announcements. I was really pleased as in the past I've found them tricky to get hold of. I hope the high service level continues.

Paul Spain
Founder: Gorilla Technology, NZ Tech Podcast

xpd

Geek @ Coastguard NZ
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#243205 5-Aug-2009 19:44

shaopu: BTW, the invoice i receive is one of the most confuse bill i have ever received.... even the Orcon CSR cant understand it...

Odd, mines straight forward to read. Staff Ive spoken to regarding invoices never had any problems reading it either.... guess it depends who you get and what mood theyre in too :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Snackos

243 posts

Master Geek

#247564 17-Aug-2009 11:50

I emailed them Saturday and still haven't heard anything. :(

shaopu

111 posts

Master Geek

#247642 17-Aug-2009 13:18

you wont have too much luck on email. better to ring and get a ticket number.............

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johnr

19282 posts

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#247653 17-Aug-2009 13:28

Snackos: I emailed them Saturday and still haven't heard anything. :(

its Monday late morning when you did this post give them a chance if its urgent call them

Snackos

243 posts

Master Geek

#247802 17-Aug-2009 17:49

It;s been two full working days...wouldn't expect it to take that long. Normally they reply about half a day later. Anyway I just tried calling and after being on hold for 15 mins I gave up.

It's ok, not a big deal...just not as good service as usual.

johnr

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#247809 17-Aug-2009 18:11

How do you get 2 full working days??

John

Snackos

243 posts

Master Geek

#247812 17-Aug-2009 18:17

The helpdesk is open Saturday and Sunday. It's only a helpdesk thing, they don't need anyone else.

Buttonmash

361 posts

Ultimate Geek

#247817 17-Aug-2009 18:22

is there still any ISP that you dont need to wait fore more than 5 mins for someone in NZ to answer???

http://www.inspire.net.nz/

Snackos

243 posts

Master Geek

#248233 18-Aug-2009 16:14

Gee, I'm beginning to think the Orcon helpdesk is a myth formed by our own minds. Like the unicorn and funny female comedians.

Still no reply to my email which is now three working days. I can't get to them on the phone, the wait times when I try are terrible.

I think I need to do a ninja call. Call them one minute after their helpdesk opens....

shaopu

111 posts

Master Geek

#248242 18-Aug-2009 16:30

again, speak to the right person is more important! (if you know one)

insane

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#248402 18-Aug-2009 22:42

shaopu:
is there still any ISP that you dont need to wait fore more than 5 mins for someone in NZ to answer???

From what I've heard Orcon have very good support and I'm sure Duncan will sort it out shortly. If you really can't wait and you need to call your ISP frequently then there are options, this ISP will give you money back if they don't answer your call after xx number of seconds.

Click here

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