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263 posts

Ultimate Geek
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Topic # 66053 11-Aug-2010 18:25
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Well i decided to post my experince i have had with slignshot so far and im not even a "customer" yet

last week i signed up to a new place and decided i would take slignshot up, I called someone on wednesday advised all my details the plan i wanted etc, She said fine be up and go between 3 -10 working days, I fooled myself into a false sense of security of thionking well when i gewt to my new place ill be all go if not ill be a few days without internet,


Yesterday i turned up to my new empty house and plugged in a phone disconnected tone, i thought thats fine didnt expect to be on anyways, Woke up today and checkled the tone still disconnected.. getting a wee bit anxious i decided to give them a call, 

First thing that made me worry helpdesk operator couldnt find my name in there system.. 

2nd thing helpdesk operator then said "Oh here it is i see tcom are messing us around but should be up by friday" 

Now i was beginning to ponder if i really exist as a soon to be customer... So i left it at that then 20 mins later a phone call from a not so helpful team leader  Hey im sorry but when u signed up last week none of your details were saved in our system, (turns out they didnt even spell my name correctly even tho i had to spell it out to them several times) completely disgrunteled he re signed me up and advised my landline and internet will be another 10days away.... so for there screw up i have to wait and be without a connection(i could understand if i had done something wrong)

I hope they dont treat customers the same way they treat new sign ups!!





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3605 posts

Uber Geek
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  Reply # 366379 11-Aug-2010 18:34
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Sorry to hear about that. When CSRs don't press save or input the correct details into the system, there is little the company itself can do to stop that from happening. Human error. Nevertheless, it's poor service.

The team leader should've been more helpful and apologetic, as the customer is always right, and especially when you are a brand new customer of theirs.

1163 posts

Uber Geek


  Reply # 366408 11-Aug-2010 19:50

 


The team leader should've been more helpful and apologetic, as the customer is always right, and especially when you are a brand new customer of theirs.


 

That may have used to have been the attitude that companies take, however I have found that this is no longer the case for many companies. The customer isn't always right.

1163 posts

Uber Geek


  Reply # 366411 11-Aug-2010 19:53

ekud: Well i decided to post my experince i have had with slignshot so far and im not even a "customer" yet

last week i signed up to a new place and decided i would take slignshot up, I called someone on wednesday advised all my details the plan i wanted etc, She said fine be up and go between 3 -10 working days, I fooled myself into a false sense of security of thionking well when i gewt to my new place ill be all go if not ill be a few days without internet,


Yesterday i turned up to my new empty house and plugged in a phone disconnected tone, i thought thats fine didnt expect to be on anyways, Woke up today and checkled the tone still disconnected.. getting a wee bit anxious i decided to give them a call, 

First thing that made me worry helpdesk operator couldnt find my name in there system.. 

2nd thing helpdesk operator then said "Oh here it is i see tcom are messing us around but should be up by friday" 

Now i was beginning to ponder if i really exist as a soon to be customer... So i left it at that then 20 mins later a phone call from a not so helpful team leader  Hey im sorry but when u signed up last week none of your details were saved in our system, (turns out they didnt even spell my name correctly even tho i had to spell it out to them several times) completely disgrunteled he re signed me up and advised my landline and internet will be another 10days away.... so for there screw up i have to wait and be without a connection(i could understand if i had done something wrong)

I hope they dont treat customers the same way they treat new sign ups!!




 

What made you decide to go with them? Was it soley price based? They didn't rank well on TVNZs Fair Go, who said they get more complaints about them proportionally, than any other ISP.

I think it is a case of getting what you pay for. I have been with them in the past, and wouldn't touch them again, due to outages, and non replying to my emails. They also blame telecom for issues, their supplier, even though I have no direct relationship with their supplier. Didn't have the same issues with xnet after I switched to them.

111 posts

Master Geek


  Reply # 366415 11-Aug-2010 20:03
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it's a shame you didn't take note of the person at slingshot that you spoke with I have learnt in the past few weeks to remember and write down every person I speak to now whether it be at slingshot or my power companies etc knowing as much details about them as you can does help the situation well it has for me alot of calls are recorded

@ rob i do remember the fair go thing about slingshot mainly because i remember them being on the wall of shame id like to think they have improved since that story last year.

@ ekud when i signed up ( last month ) my internet and phone was connected the next day i think but unfortunately was still getting charged for both slingshot and telecom for a few days usage for homeline and bb on both so just be aware so you dont get stung...good luck

1163 posts

Uber Geek


  Reply # 366423 11-Aug-2010 20:17

Northland: @ rob i do remember the fair go thing about slingshot mainly because i remember them being on the wall of shame id like to think they have improved since that story last year.


I don't know if they have, as you do still hear alot of bad stories, and very long hold times.

111 posts

Master Geek


  Reply # 366430 11-Aug-2010 20:28
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I did phone them the other day spent a long time trying to be connected through
to credit depart so i hung up and jump on geekzone for help
was dealth with straight away from an employee on here :D
if I hadn't of signed up to this site I wouldn't of had alot of my queries and issues
dealt
with quickly and smartly
because of the experience with the phone ops so I can sympathize

1163 posts

Uber Geek


  Reply # 366469 11-Aug-2010 21:24

Northland: I did phone them the other day spent a long time trying to be connected through
to credit depart so i hung up and jump on geekzone for help
was dealth with straight away from an employee on here :D
if I hadn't of signed up to this site I wouldn't of had alot of my queries and issues
dealt
with quickly and smartly
because of the experience with the phone ops so I can sympathize


It does appear that companies are putting more staff onto social media systems, instead of at the coal face where it is needed. There was a story in the paper about this exact point and discussed telecom use of it. The problem is that only a small percentage would use twitter and forums, versus other systems. It is however good for people who do use these alternative  systems. 

920 posts

Ultimate Geek
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  Reply # 366513 11-Aug-2010 22:12
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Yeah I agree with that statement. It's great that for those of us who are aware of sites like this having the ability to log a question or support issue and get it dealt with nice and quick, however there focus should be on the people who call them up.

I would be a little worried if i had a staff member browsing the forums for potential complaints. There is way to much temptation for them to get sidetracked away from there actual jobs of helping customers in need to resolve their issues. It's a problem a lot of help desks must suffer from. There is a fine line between being overstaffed and understaffed as each customers perceptions are different.

111 posts

Master Geek


  Reply # 366587 12-Aug-2010 01:42
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oh absolutely @jtbthatsme i still continue to call slingshot with my problems which I have to do tomorrow for something i thought you could change online but can't, so i have no choice but to call .
I personally get frustrated trying to explain my situation with the call centre ( not always their fault ) so i ask online and just helps me better by reading instructions but thats just me personally because I understand that way rather than being taken through a process over the phone its alot more helpful in my case. But yes they do need to work on it more ( call centre help)

p.s when i was with telecom for2 years i only phoned them once about my broadband account and that was when I set it up , looked anything i needed to know up online so im not sure what their internet service call centre r like to be able to compare the two



263 posts

Ultimate Geek
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  Reply # 366610 12-Aug-2010 08:20
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I guess im just furious becasue in my mind you think they would display there top customer service to sign you up and get you up and running but no they have muffed this right up! and shown no solution except resigning me up (and i pray to the interweb gods they have done it this time)

@robbyp after this wee hiccup i am beggining to question why i even bothered with them, i had heard good things and those damm cool wee stickman sealed the deal(j/k), Hadnt seen the fair go thing but i can see what they would have gotten for there customer service!!

@northland Overnight?! im So jealous roll on the next 9 painful days!




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Mad Scientist
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  Reply # 366645 12-Aug-2010 09:37
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Northland: it's a shame you didn't take note of the person at slingshot that you spoke with ...


seriously hands up who does that?! if i speak to 20 people a day i'm gonna write every single thing down?! i hope it's a one off ... just call it bad luck at this stage, unless there is evidence of repeated issues... slipups happen to the best of persons and systems you know ...

111 posts

Master Geek


  Reply # 366684 12-Aug-2010 10:58
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joker97:
Northland: it's a shame you didn't take note of the person at slingshot that you spoke with ...


seriously hands up who does that?! if i speak to 20 people a day i'm gonna write every single thing down?! i hope it's a one off ... just call it bad luck at this stage, unless there is evidence of repeated issues... slipups happen to the best of persons and systems you know ...


duh ive had enough bad customer service in the past month to know better

ive had 2 cases fixed due to know who i spoke with and what time etc so you can have ur
opinion so there

gosh negative people im offering advice to someone else not u

111 posts

Master Geek


  Reply # 366688 12-Aug-2010 11:02
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ekud: I guess im just furious becasue in my mind you think they would display there top customer service to sign you up and get you up and running but no they have muffed this right up! and shown no solution except resigning me up (and i pray to the interweb gods they have done it this time)

@robbyp after this wee hiccup i am beggining to question why i even bothered with them, i had heard good things and those damm cool wee stickman sealed the deal(j/k), Hadnt seen the fair go thing but i can see what they would have gotten for there customer service!!

@northland Overnight?! im So jealous roll on the next 9 painful days!


it suprised me too ekud i was glad though because it only meant i hada to pay 2 days
extra with both telecom and slingshot due to switching over right at the start
of the month when the pay cycle ended. I wish you luck r u able to cancel it altogether?
i guess you'll have to pay new connection fees with telecom or whoever if you do

not sure where u live or if that makes a difference but I hope you get it sorted
with them.G.L :)



263 posts

Ultimate Geek
+1 received by user: 2


  Reply # 366691 12-Aug-2010 11:11
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Northland:
ekud: I guess im just furious becasue in my mind you think they would display there top customer service to sign you up and get you up and running but no they have muffed this right up! and shown no solution except resigning me up (and i pray to the interweb gods they have done it this time)

@robbyp after this wee hiccup i am beggining to question why i even bothered with them, i had heard good things and those damm cool wee stickman sealed the deal(j/k), Hadnt seen the fair go thing but i can see what they would have gotten for there customer service!!

@northland Overnight?! im So jealous roll on the next 9 painful days!


it suprised me too ekud i was glad though because it only meant i hada to pay 2 days
extra with both telecom and slingshot due to switching over right at the start
of the month when the pay cycle ended. I wish you luck r u able to cancel it altogether?
i guess you'll have to pay new connection fees with telecom or whoever if you do

not sure where u live or if that makes a difference but I hope you get it sorted
with them.G.L :)


Ill give em to friday if i aint connected they Aint seeing a cent from me, Ill go elsewhere citing there incompetitance as my reasons




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111 posts

Master Geek


  Reply # 366706 12-Aug-2010 11:39
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is that when the 3-10 days will be up? am curious to know how it goes all the best.

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