[Snap] From great ISP to terrible ISP in a year

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] From great ISP to terrible ISP in a year

DoggNZ

437 posts

Ultimate Geek
+1 received by user: 9
Inactive user

#65154 30-Jul-2010 08:51

So when I joined Snap a year ago, I thought they were really good. I like to support the "small guys" and anyone NZ owned. However the few times I've actually needed customer service, I've been very disappointed. Basically, it's a case of "Umm...I'm not sure...someone will ring you back" and then I never hear back. Sorry Snap but I'm voting with my feet

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106 posts

Master Geek
+1 received by user: 16

#359404 30-Jul-2010 09:02

I have to disagree, I've needed technical assistance for a couple of different problems since signing up around a year ago and they've been great.
If you want to see bad customer service, try slingshot.

reven

3748 posts

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Trusted

#359446 30-Jul-2010 09:23

yeah i disagree, ive been with snap for about 3 years now and love them. best ISP i know of. always had great customer service. had terrible customer service with vodafone (but good with ihug, go figure)

sahyun1

64 posts

Master Geek

#359453 30-Jul-2010 09:25

I don't trust 'someone will ring you back' any more from any company.

ShellNZ

127 posts

Master Geek

#363036 4-Aug-2010 15:01

Love snap, been with them for a couple of years now I think, they have been great everytime I have used their customer service!!

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michaelmurfy

meow
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#363054 4-Aug-2010 15:25

I have always had excellent customer service from Snap, and know quite a few people on them. My old flat is still on the 100gb and my server there is reporting excellent speed with hardly any downtime. They have always been real helpful when I have phoned them or emailed them.

For example, I sent a email to them asking for a RDNS record to be put on my account, within 10mins they emailed me back saying it was done & 20mins later I could see the RDNS record show up.

The same goes with getting a static IP - Just emailed them asking about it, they go "Ah it comes free with your account, I have gone ahead and enabled one now"

Plus all the First Mobile stores in Nelson run through Snap, since the tills are all internet based they ring us within 1min of the internet going down, or ring us when they expect any downtime.

To me, they are getting my vote, even though they are actually our competitors now (Unleash and Snap are 2 of the biggest DC's in Christchurch) - but hey, no hard feelings.

Michael Murphy | https://murfy.nz
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Elpie

1304 posts

Uber Geek
+1 received by user: 272

#363386 5-Aug-2010 01:43

I've been with Snap for about a year and on the few times I've had to call them the customer service was excellent. They have never suggested calling me back & have always resolved the issues very quickly. I guess everyone has different expectations but, for me, Snap has been the most responsive ISP I've used for years. It's what keeps me as a customer.

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Elpie

1304 posts

Uber Geek
+1 received by user: 272

#363387 5-Aug-2010 01:43

NZCrusader

646 posts

Ultimate Geek
+1 received by user: 230

#363460 5-Aug-2010 08:43

I dont think they are terrible. They might just be under staffed in the technical support.

I applied for technical support team, but couldnt get the job as I dont want to leave my diploma, and they want full time staff.

Ill have another look after ive finished :)

mtvessel

66 posts

Master Geek
+1 received by user: 9

#365165 8-Aug-2010 23:43

I have been with Snap for 2 years now and haven't need customer service in a while.
When I did, I found them most helpful, even when I came to setting up a modem/router not purchased from them. The guy went to a fair bit of trouble eg Googling the manufactuers site for instructions.
My previous ISP Slingshot - now there is another story. Waited more than once for 45 minutes to 1 hour for a customer rep.
Why did I wait so long?
a) Tenacious and obstinate
b)Just to see how long it would take to get service.

robbyp

1199 posts

Uber Geek
+1 received by user: 8

#365166 8-Aug-2010 23:47

mtvessel: I have been with Snap for 2 years now and haven't need customer service in a while.
When I did, I found them most helpful, even when I came to setting up a modem/router not purchased from them. The guy went to a fair bit of trouble eg Googling the manufactuers site for instructions.
My previous ISP Slingshot - now there is another story. Waited more than once for 45 minutes to 1 hour for a customer rep.
Why did I wait so long?
a) Tenacious and obstinate
b)Just to see how long it would take to get service.

Slingshot, don't get me started. Never got any replies from them, when I had emailed them for support. Didn't they also win the ISP of the year once?

Currently with Xnet, who do actually reply to emails within a day, and their support has been good, but looking for a change myslef. Snap was an option.

aionwannabe

147 posts

Master Geek

#365975 10-Aug-2010 18:59

i don't see what the fuss is about, i called them got answered in less than 2 seconds and they knew exactly what i needed to do.
first day and im more than happy

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orianablage

11 posts

Geek
Inactive user

#377307 6-Sep-2010 22:30

I think you should try to phone again and ask for help.. Maybe the guy who told you that was a newbie there and didn't know what to do, give another chance, most of the people believe is a very good company, they can't be all wrong

robbyp

1199 posts

Uber Geek
+1 received by user: 8

#377311 6-Sep-2010 22:34

It would depend on the question you asked them as to whether they can answer it straight away. If they don't know the answer they would obviously need to get back to you, and they may still be trying to find out. Why don't you email them to chase them up?

amiga500

1484 posts

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Inactive user

#377705 7-Sep-2010 22:47

I've just joined Snap & got fantastic service from them. Signed up with Snap using my dial-up late one evening, & was connected for ADSL by 9pm the next day! (If that seems incredibly fast I had cancelled my
ADSL with another ISP thinking that I'd use dial-up for a while. So my ADSL cancellation had just taken effect when I signed with Snap.)
Anyway, there was almost instant contact from Snap via email & all the details got taken care of, and I was happily surfing with Snap BB the same day!

dothack

79 posts

Master Geek

#378234 9-Sep-2010 13:54

Apart from a little bit of setup issues when i joined snap they have been pretty good. Haven't had any connection issues hence no support needed, which is the best support when something just works like they said it was going too lol.

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