Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




14 posts

Geek


Topic # 83338 14-May-2011 10:13
Send private message

Being in a flat with 6 people, as well as doing a nightly online backup for my work, we tend to go through a fair bit of data, which is why I was foolish enough to sign up with Slingshot around 10 months ago - the reduction from a $500+ bill on TCL cable to a sub-$200 was worth the risk of somewhat dodgy customer service, or so I thought at the time.

Since joining, I've been constantly and consistently amazed by just how poor their customer service really is - it honestly seems like their aim really actually is to alienate and frustrate their customers, or possibly compete for some super-secret anti-customer service award.

Having finally had enough of their poor service and complete lack of customer service, and finally becoming motivated enough to actually move to another ISP, I decided to finally lay a formal complaint and request my early termination fees be waived, but once again, they managed to exceed my extremely high expectations in lack of service.

I'd assumed that a formal complaint would be taken at least a little seriously, and perhaps warrant an actual response, but as usual, it seems to have been ignored - I sent the following email on Sunday the 8th, yet aside from the automated reply confirming it had been received and that I would hear back from them within 2 business days, I've heard nothing.



Hello,

At this point I have been with Slingshot for 10 months, and from the beginning, I have had nothing but trouble with your services, with more issues cropping up over time, and a complete refusal by your technical department to even attempt to diagnose the problem, let alone solve it.

The main issue, which we have consistently had since joining is with an unstable line. Occasionally (varying between three times a day and twice a week) our connection will either just drop, or begin having a downstream packet corruption rate of around 50%. If the router is reset or does drop the connection and reconnect, it will either do so extremely slowly (for example, around 30kbps, compared to a normal connection speed of around 3mbps), or with continuing downstream packet loss of around 50%. The only way this can be fixed is to unplug all devices from the phone jack for a few seconds and then plug them back in. In addition to sometimes randomly resetting for no reason, it happens frequently when the phone is used - around 30% of the time there is an incoming or outgoing phone call. When this happens, the phone is also often practically unusable because there is so much background noise. Although unplugging everything from the jack and plugging it back in will often get the internet working again, attempting to use the phone again will almost invariably cause the issue to return immediately again.

We've contacted the help desk about this issue a number of times, with various responses, including "Until the connection drops more than 7 times a day, I won't even run a line diagnostic", several "We'll look into it", or on one occasion we were told a technician would be sent out to investigate, and then informed the issue had been fixed, however there was no change whatsoever.

On the off-chance that it would help the situation, I also asked for a central splitter to be installed at my house, however that was around 7-8 months ago now, and still nothing, despite asking at least once when calling about the main issue when I could expect some action to be taken there.

In addition to the main issue, which makes our internet and phone extremely unstable and inconsistent, we have now also been having an issue over the past month or two with World of Warcraft frequently becoming completely unplayable due to extreme latencies ranging up to 30 seconds, with the help desk not being able to provide any assistance whatsoever. A brief look at your forums made it quite clear that it was a consistent issue that all Slingshot customers are facing, with zero action on your part, with the recommendation of one of your own network support team, Bevin Smeith, being "Unfortunately this means that Slingshot is unable to provide you with the service you are asking for, My Suggestion is to call the Help desk state your reason why you believe it is far that the ETF's should be wavered and move to another provider.".

I've been consistently and constantly frustrated by your complete lack of support for the entire 10 months I've been with you, but because we could limit the issues to occuring on average once a day or so by avoiding using the phone, I was unwilling to take the time and effort to make a complaint to the consumer affairs disputes tribunal, however this most recent issue is the last straw, and at this point I am more than angry enough to make the time.

I'd therefore like to request that the early termination fees on my contract be waived, as the contract involved you providing me with working and usable phone and internet, which has clearly not been upheld, and your support has been nonexistant - in addition to the fact that you've either flat out refused to help or fobbed me off with platitudes then failed to act on the occasions I did manage to get a call in, any attempt to receive any email support has been met with a form letter telling me that if I want the support department to do anything I must ring; whenever I've tried to ring I've remained on hold at least an hour, despite the automated system claiming an 8-10 minute wait time; and the few times I've accepted the automated offer to ring me back, I've never once been called.

Yours sincerely,
<Name removed>


I realize there are already a multitude of Slingshot horror stories floating about and my story is by no means unique, but still, if even one person is warned off by this, at least something slightly positive will have come of it, and if not, at least I've gained some catharsis.

Create new topic
16963 posts

Uber Geek
+1 received by user: 2011

Trusted

  Reply # 469038 14-May-2011 11:30
Send private message

i never hear any reply from emailing SS customer service (about 5 times i complained via email) during my 12.0 months with them ... not to mention sub par speeds.

the first week i was off contract I ran like a hawk back to telecom ... the BEST speeds BEST customer service ... YUM



14 posts

Geek


  Reply # 469052 14-May-2011 13:06
Send private message

Yeah, I'd heard they weren't great, but I just found it hard to believe a for-profit company could offer service as bad as they do while still staying in business, so I figured it was mostly hyperbole. Now I know better.

Having said that, I've got a couple of friends who've been with them without any issues - it basically seems like if you don't run into any technical faults, they're fairly average, but if you do, you can pretty much forget about receiving any support.

 
 
 
 


1816 posts

Uber Geek
+1 received by user: 51

Trusted

  Reply # 469932 17-May-2011 03:05
Send private message

I too get this kind of problem. Line sometimes stable syncs at 10Mb other times 2Mb or less. Unplugging the adsl line an reconnecting also gives a speed boost.

Called up about it and have to now post on there website a speed issue (again as they didn't fix it last time).

Oh I have used there call back service and found it reliable.

3070 posts

Uber Geek
+1 received by user: 502

Trusted

  Reply # 471694 20-May-2011 18:38
Send private message

In my opinion,
Slingshot is second only to compass who holds the record in my book.




Ray Taylor
Taylor Broadband (rural hawkes bay)
www.ruralkiwi.com

There is no place like localhost
For my general guide to extending your wireless network Click Here




2687 posts

Uber Geek
+1 received by user: 1136


  Reply # 471700 20-May-2011 18:55
Send private message

I think SS have already set the record, they are now striving to delve even lower in the abominable service stakes.

Run Forrest run!







Always be yourself, unless you can be Batman, then always be the Batman



190 posts

Master Geek
Inactive user


  Reply # 471787 20-May-2011 23:06
Send private message

Slingshot.. The Meat Glue ISP of NZ

42 posts

Geek


  Reply # 471797 21-May-2011 00:05
Send private message


In addition to sometimes randomly resetting for no reason, it happens frequently when the phone is used - around 30% of the time there is an incoming or outgoing phone call. When this happens, the phone is also often practically unusable because there is so much background noise. Although unplugging everything from the jack and plugging it back in will often get the internet working again, attempting to use the phone again will almost invariably cause the issue to return immediately again.


You are using filters and/or the filter isn't faulty?



14 posts

Geek


  Reply # 471832 21-May-2011 09:03
Send private message

jeffreyh:

In addition to sometimes randomly resetting for no reason, it happens frequently when the phone is used - around 30% of the time there is an incoming or outgoing phone call. When this happens, the phone is also often practically unusable because there is so much background noise. Although unplugging everything from the jack and plugging it back in will often get the internet working again, attempting to use the phone again will almost invariably cause the issue to return immediately again.


You are using filters and/or the filter isn't faulty?


Yeah, one of my first thoughts was that it was a faulty splitter, but I tried switching between 3 different ones, with the same problem with all of them - that's actually how I figured out that disconnecting everything from the jacks for a few seconds temporarily resolves the issue

They never did reply to that email, so I rang them a few days ago, and eventually they agreed to waive the ETF on the broadband part due to the WoW issue, but they refused to waive the ETF for my phone services.

The woman I spoke to claimed there had never been a fault actually logged for my noisy line issue, despite the number of times I'd called about it, and in fact tried to get me to stay with them with the promise of actually looking into and fixing the issue, although why the hell she thought I'd believe they'd actually do it now after screwing me around for 11 months, I have no idea.

So yeah, now I get to pay a $50 ETF because their support department are useless and never actually bothered investigating my problem, which while entirely par for the course with SS's version of customer service, still pisses me off quite a bit.

Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Symantec protects data everywhere with Information Centric Security
Posted 21-Sep-2017 15:33


FUJIFILM introduces X-E3 mirrorless camera with wireless connectivity
Posted 18-Sep-2017 13:53


Vodafone announces new plans with bigger data bundles
Posted 15-Sep-2017 10:51


Skinny launches phone with support for te reo Maori
Posted 14-Sep-2017 08:39


If Vodafone dropping mail worries you, you’re doing online wrong
Posted 11-Sep-2017 13:54


Vodafone New Zealand deploy live 400 gigabit system
Posted 11-Sep-2017 11:07


OPPO camera phones now available at PB Tech
Posted 11-Sep-2017 09:56


Norton Wi-Fi Privacy — Easy, flawed VPN
Posted 11-Sep-2017 09:48


Lenovo reveals new ThinkPad A Series
Posted 8-Sep-2017 14:37


Huawei passes Apple for the first time to capture the second spot globally
Posted 8-Sep-2017 10:45


Vodafone initiative enhances te reo Maori pronunciation on Google Maps
Posted 8-Sep-2017 10:40


Voyager Internet expand local internet phone services company with Conversant acquisition
Posted 6-Sep-2017 18:27


NOW Expands in to Tauranga
Posted 5-Sep-2017 18:16


Windows 10 Fall Creators Update coming Oct. 17
Posted 4-Sep-2017 14:10


Garmin introduce Garmin vivoactive 3
Posted 1-Sep-2017 18:38



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.