Orcon Support - hopeless

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › Orcon Support - hopeless

Morticus

5 posts

Wannabe Geek

#88519 17-Aug-2011 14:48

Anyone else ever tried to contact Orcon support on their support number 0800 131415 ?

I've spend 2 hours over the past day trying to get through to log a problem with Orcon Genius. I recently swapped from Telecom. they sent out the kit. Disconnected me from Telecom and not provisioned the service (despite the email saying they have).....

Now I am completely stuffed - I have no service and no apparent way of speaking with Orcon to get support.

Very poor service - very disappoiting. Hopeless.

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Morticus

5 posts

Wannabe Geek

#507986 17-Aug-2011 15:22

Add a further 30 minutes to that total.... impossible to get an answer . I sent an email but they auto reply saying not to expect an answer within 7 days.

Zeon

3633 posts

Uber Geek

Trusted

#507991 17-Aug-2011 15:31

Oh that's not good. Probably best to switch to another provider ASAP. If you have an Orcon account number they can port your number fairly quickly. Go with a smaller company as your likely to get better service and get up and running faster. I wouldn't pay Orcon anything and demand they come pick up their Genius too.

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Bee

593 posts

Ultimate Geek

#508026 17-Aug-2011 16:01

Once upon a time Orcon used to be really good. then a lot of things happened - they grew, they got bought by Kordia, they lost a lot of the good staff and now it does seem very difficult to get any form of support from them.

a lot of people here seem to have had similar experiences with Orcon.

I was told a while ago that they were getting new staff trained and so the service and wait times would get much better. hasn't really happened... I'm wanting to get onto Genius plan but for now I'm happy to wait for Orcon to sort out all the issues...

In my experience however I've been with a few other ISPS in the last few years and none of them have good support at all..

IMHO long term, they will sort this out or lose customers on a large scale.

Short term of course I'm not sure what we can do.

Morticus

5 posts

Wannabe Geek

#508044 17-Aug-2011 16:09

35 more minutes on hold then I gave up again.... now at 3 hours total waiting for a reply. Why cant they have a proper fault logging system ?... appalling mis management.

xpd

Im a pirate
10742 posts

Uber Geek

Mod Emeritus

Trusted

Lifetime subscriber

#508065 17-Aug-2011 16:26

The fault logging system is not at fault, you'll find its more of a huge number of calls tying them up, Genius was a bit more popular than they thought it appears :)

A few of their staff do visit geekzone, so be patient, and hopefully one of them will see your post shortly and assist.

XPD^ / DemiseNZ

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Splatty

94 posts

Master Geek

#508069 17-Aug-2011 16:29

Hiya

My record on hold was 5 hours. Prior to that was 2 hours then was disconnected. An essential tool for contacting Orcon is a cellphone with a speaker function and a charger. Ultimately I never got through to the technical helpdesk. I tried a few times cheating the system by going through to new sign ups but the staff there knew nothing about how to check my settings. The guys on here should sort you out as they did me.

Maybe the phone system should say to visit geekzone.co.nz, not orcon....

Morticus

5 posts

Wannabe Geek

#508102 17-Aug-2011 17:02

Now I cant even sit on hold - they cut me off as soon as I hit the selection.

TREMENDOUS SERVICE ORCON - WAY TO GO - WHAT A MESS !!!

Snackos

244 posts

Master Geek

#508122 17-Aug-2011 17:39

You think that's bad? I've been trying to order extra data for two months

They've forgotten at least twice to do it.

quentinreade

326 posts

Ultimate Geek

Trusted

Vocus

#508187 17-Aug-2011 19:27

Hi all,
We had 25 temp staff hit the phones yesterday, have 10 new staff starting this week, and a further 20 in training. Apologies for the delays, we are employing and getting new staff into the contact centre as fast as we can. Thanks for your patience, and sorry about the wait times at the moment, we are working to get this nailed as soon as possible.
Cheers.

Head of Communications
Vocus NZ

dothack

79 posts

Master Geek

#508194 17-Aug-2011 19:51

xpd: The fault logging system is not at fault, you'll find its more of a huge number of calls tying them up, Genius was a bit more popular than they thought it appears :)

This is a bad excuse I have had wait on hold 30+ mins everytime I have had to call and this was well before you launched Genius. Most of the times I call I can't even get a connection I just get a message along the line that "due to demand my call cannot be put through" then it just hangs up. I have never had this with another company, at least with most companies they at least put you in hold queue. This is only the tip of the iceberg of the problems I've experienced with Orcon customer service.

georgea

49 posts

Geek

#508202 17-Aug-2011 20:12

Hi Morticus,

Yeah I hit the cut off when selecting technical issue too tonight. I did manage to get through to the support queue though by pressing 3 (for support) as soon as I got to the first options menu, rather than waiting for the recording.

Not much point though, as you'll probably never get an answer - I gave up after 25 mins.

In fact all I was ringing about was to find out how much a static ip address is if I joined up (to Genius). The sales staff member I talked to was useless - she didn't even know what a static ip address was, and was completely casual and unprofessional with the whole phone call. I asked if I could put through to support so I could ask them, she responded with "oh.... ummm... well I can put you back to the 0800 menu thingy...." and you can guess what happened, I was just cut off instead.

And this is on top of me leaving a message on Sunday, and never getting a call back.

All-in-all completely crap service, and completely puts me off wanting to switch to them.

Just out of interest - does anyone know if it is possible to get a static ip address with genius, and how much it is?

Anyway good luck Morticus.

Splatty

94 posts

Master Geek

#508219 17-Aug-2011 20:47

My IP was listed on my account page before I managed to connect. Since connecting and rebooting several times the IP has stayed the same. Perhaps due to the VOIP the IP address stays static by default (but could be changed if needed by Orcon)??

Rhodan

19 posts

Geek

#508225 17-Aug-2011 21:07

I've had a ticket open since February of this year, and not once have the prats bothered to call me, I either get the odd email to which they never reply again, and once I got a text message.

Shocking, considering I recommended them to around 5 people over the years who are now with them.

Zeon

3633 posts

Uber Geek

Trusted

#508255 17-Aug-2011 21:43

Splatty: My IP was listed on my account page before I managed to connect. Since connecting and rebooting several times the IP has stayed the same. Perhaps due to the VOIP the IP address stays static by default (but could be changed if needed by Orcon)??

Yup I think this is the case. I know with trying to use their VOIP platform for a business connection it was all based on IP addresses (which was terrible as they needed a different IP for Wellington trunk and Auckland trunk so had to do some horrendeously complex routing setup). Gave up on it for the much simpler and easy to use Xnet.

Orcon have good sales support but crap technical

Xnet have crap sales support but good technical

Take your pick.

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Wiced1

1 post

Wannabe Geek

#508803 19-Aug-2011 00:17

Orcon support is more than hopeless. I requested a plan change for a phone line almost 3 months ago, then the day Genius came out I requested that instead as they'd made no progress. I still don't have Genius today, repeatedly takes them 5-10 days in some cases 12 to respond to emails, it's been 7 days since I sat on the phone for 40 minutes, ended up leaving my number and still no return call or email.

It's been 4 months since they said they'd transfer a bill payment from iserve back to orcon, which has incurred one disconnect on my internet, and now a letter saying they'll terminate if I don't pay. I've probably been called about 6 times from different people about it, explain the same story over and over again, sent the same print screens 3 times...only to be told every time oh OK we'll fix that straight away for you now.

If I didn't spend so much time away from home on business I'd have terminated months ago. I gave them until tomorrow to have my genius connected and my bill sorted, given the duration of time taken as mentioned I thought that would have been reasonable...looks like world exchange here I come.

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