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45 posts

Geek
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Topic # 57040 1-Feb-2010 09:28
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I am furious.

After reading many of my fellow geekzoner's reports on ISPs I thought Slingshot would be the best provider for me (fair balance on price vs. quality of customer service).

I am currently have phone line and broadband with Vodafone and completed on online application for the 'Just Broadband' package on Sunday 24 January.

I have yet to receive so much as a cursory (and I thought industry standard) 'Welcome to Slingshot' e-mail. I called the 0800 number only to be told that no action had been taken due to my status being that of a lowly 'prospect'..!?

So, I've given it another couple of days and tried to call the 0800 this morning. No answer. I was told (by the anonymous voice) to call back within business hours. They mean to say that 9:05am on a Monday morning is not 'business hours'!? I appreciate that today is Auckland Anniversary day but there is quite a lot of New Zealand south of the Bombay Hills and requiring a little customer service.

Whatsmore, in looking on their website into how to make a complaint, they've written that the best way is to give them a call!

How do I join Slingshot? I've completed the online application, called for assistance, and I am now being actively ignored. What more am I supposed to do?

My sage forum readers -- am I overreacting? or is a service-company providing the service they purport to supply a little too much to ask in this day and age?

All I'm wanting is status report! Already, I'm going to have to pay an extra month's worth of line rental to Vodafone due to their slothful attitude.

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Uber Geek
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  Reply # 295200 1-Feb-2010 15:29
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A little overreacting, but it does sound frustrating. You know the Just Broadband is a nakedsl service.

Keep at the helpdesk, there should be someone there.



45 posts

Geek
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  Reply # 295262 1-Feb-2010 20:02
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I am aware it is an nDSL service. I have bought an ATA and I am ready to go. Thanks for your thought.

I wrote that post while I was still riled up. It is a little odd though. No mention that their call centre would be unavailable today (on their website or elsewhere) and no e-mail/letter/phone call to update me on progress regarding the new connection.

I recently recommended Snap to a friend. The friend messed up a couple of details on the application form and their customer service was excellent in calling several times to assist in getting the matter sorted.

Ah well, on the other hand, the six-month contract term is ticking away and I do not have to pay for a service that I am not using. Thankfully, Vodafone have messed up and did not severe my broadband connection on 31 January (as I asked them to do).

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Master Geek


  Reply # 295268 1-Feb-2010 20:47
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I had a few problems as well so ended up posting in their forums and got good service. You shouldn't really have to resort to doing it, but it will most likely speed up the process. 


http://forums.slingshot.co.nz/index.php

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Ultimate Geek
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Slingshot

  Reply # 295310 2-Feb-2010 08:54
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Did you get an account number? If so, PM it to me and I'll have a look at what's going on. :)






45 posts

Geek
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  Reply # 296610 6-Feb-2010 14:12
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I am appalled that the only way to receive any customer service from Slingshot is via Geekzone, a third-party forum.

I have repeatedly tried to call the helpline (within business hours) but the electronic voice continually informs me that it is outside business hours.

I am therefore going to invoke my right to cancel the agreement as per the statutory obligations of Slingshot as a New Zealand internet service provider.

However, how I am to go about this is a rather complex quandary. No-one will answer the helpline, there are no options within my limited Slingshot account log-in, and there is no mention of how to go about it (i.e. in writing) on their website -- a website I have difficulty is accessing due to not having an internet connection.

This is also unfortunate for Slingshot's struggle to attain more than 1.5% of market share in New Zealand. As a 'wannabe geek' I have many friends ask me about the best ISP for their needs. Slingshot will no longer feature in my appraisals, that's for sure.

Thanks be to Geekzone. This forum is the only way I am able to contact Slingshot and spur any action (albeit slight) on their behalf. Where's ScottH when you need him!?

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  Reply # 296846 7-Feb-2010 18:30
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Have you tried the SLingshot forums?




rm *


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Uber Geek
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  Reply # 296860 7-Feb-2010 19:12
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Where you phoning on a public holiday?



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Geek
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  Reply # 296880 7-Feb-2010 19:58
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I have called on several occasions throughout the past two weeks. I also called on Waitangi Day (as you suspected). The electronic voice does not mention that they are not available on public holidays.



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Geek
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  Reply # 298049 11-Feb-2010 17:48
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I have now cancelled my application for Slingshot broadband. I had a friendly and erudite salesman from TelstraClear come to my door last Saturday. It seems that TC are the first company to 'unbundle' my local exchange. As Vodafone are not planning to do likewise until Q1 2012 I will go with TC.

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  Reply # 298085 11-Feb-2010 19:56
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Sweet.

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  Reply # 298091 11-Feb-2010 20:23
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spagbowl: I have now cancelled my application for Slingshot broadband. I had a friendly and erudite salesman from TelstraClear come to my door last Saturday. It seems that TC are the first company to 'unbundle' my local exchange. As Vodafone are not planning to do likewise until Q1 2012 I will go with TC.


Telstra have been having massive problems and huge delays switching over most of their customers on Telecom wholesale connections to their own equipment and the "homeplan" plans, wouldn't have high hopes of better service at the moment from them.

Also there is the 3 month+ slow youtube issue that they haven't resolved yet.

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