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5615 posts

Uber Geek


  #538056 27-Oct-2011 10:06
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CADMAX: Why is it that Orcon "had" the best service 2 years ago, i was only every on hold for 5 minutes back then.... now Vodafone of all places answers faster than Telecom or Orcon.......

fast to answer = good service or so that what it seems...

Orcon as much as i want to like you why oh why have you gone to crap?
Get a good support desk and fix all the issues.

Kordia (formerly BCL, in turn formerly the broadcast infrastructure arm of the old BCNZ) own Orcon now and Kordia promote themselves as the best "Business" ISP.

IMHO, home users are now of little or no interest to them unless they get your phone line, too. They appear to have shifted into a mode familiar to those who have dealt with companies in the past who don't REALLY want individual non-business customers. 

I heard the message loud and clear. If they were going to do anything for me, a $148 / month residential customer, it was going to be on THEIR terms.....or get lost. 

I got lost. I know better than to hang around when they don't want you. 

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196 posts

Master Geek

  #538719 28-Oct-2011 13:45
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Fabian: Here is another one.  Orcon still owes me money

Can private people take corps to debt collectors?

I would try the small claims court first. 

I would firstly get my hair done, and then ring Fair Go. Laughing  



8 posts

Wannabe Geek

  #539779 1-Nov-2011 07:26
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By the by, my $431 "bill" is still active and due by today. No resolution as of yet... what a surprise...

454 posts

Ultimate Geek

  #539814 1-Nov-2011 09:55
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If you ask me, some companies just find it easier to bill their former customer for the modem, fire out the bill and let the customer prove they don't owe the money.

Prime example...look at all the time the OP has spent on it vs the other way round.

I canceled my internet in Canada, returned the modem to an "official store" (got a receipt), 4 months later here in NZ I get a $400 from Bell Canada. It has been sorted...

On another not, I also had a bill from Bell showing I had a $65 overpayment (credit). They can't seem to get the refund to me or just basically they are telling me to PFO if you think we (Bell) will get a cheque to you.

As bad as you might think customer service is here in NZ, it is way worse in Canada. Company reps wouldn't even look at forums like this or even dream they would post in them.

Only tip I can offer is once you deal with the front line callers of a company and they can't or won't help...ask to escalate the call.

28 posts


  #541803 6-Nov-2011 21:28
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Unfortunately this boom-bust type service is all too familiar a story, it's happened before.

ISP launches an innovative new range of services and pricing. Product manager makes a good job of determining what the market was looking for.  Marketing department does a great job of promoting it.   Thousands of people sign up.  Many systems are overwhelmed - provisioning, backhaul, access points, accounting.  Customers want their problems fixed.  Many people call customer service in the first instance to get their issues resolved.  Customer service is also overwhelmed.  Service levels fall, reputation suffers, much time and goodwill is wasted.  Management didn't prepare, didn't have a scale up plan ready, didn't learn from the last ISP to make the same mistake and didn't react in time once things started going well then going wrong.  Scale up takes time, effort and considerable budget.  They claim they're spending and doing a lot but in reality it's often not enough, and poorly communicated. 

Self-service web sites aren't further or deeper enabled, to allow customers to resolve more of their own issues. 50% of what customer service do over the phone could be done online if Orcon would trust it's customers a little more.

Companies that suffer this fate often don't seem to eat humble pie, appologise, or even admit to their customers that there are large scale problems.  Orcon network status makes no mention of customer service answering delays, and skill shortages  in resolving customer issues. They don't demonstrate externally that they value customer perception or disappointment. They're not honest or transparent.

All this would be just another sad commercial saga, but for the one difference in Orcon's case.  It's owned by us, it ours. We all have a vested interested in Orcon getting this right.  We need the scale, strength, quality and capability of Orcon to be able to challenge the commercial might and arrogance of foreign corporate owned Xtra, Vodafone & Telstra Clear.  We all benefit both as customers, shareholders and citizens when Orcon provides fast, efficient, cost effective service. It empowers NZ to be an easily and well connected society.  It enables Orcon to leverage the coming fibre wall of light for all our benefit.  It captures some of the inevitable monopoly rent portion of telecommunications services to we the people, for all to share.

So come on Orcon, come clean about the issues, and empower your customers to help you get over this bump, or your customer numbers will fall back to a level you can cope with. Your upscale effort will be a wasted opportunity.


8 posts

Wannabe Geek

  #541871 7-Nov-2011 06:11
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So update: after much calling I decided to give up for a while. The accounts people, tech probs people and the modem returns departments seemed to be functioning in different universes. They just send an email to the returns dept to chase up routers and its up that dept if and when they reply. And it was really hard to explain my problem each time because of how ridiculous it sounded.

But thank you to Harley who actually called me back perhaps three times(!) and managed to get it sorted in the end.

So now my account is -68.30 and I have no idea how they got that! I have never actually paid a bill.

It does annoy me that the account exists "forever" so you can have charges whacked on at any time if someone messes up. And 'how are we doing' emails.

244 posts

Master Geek

  #544185 11-Nov-2011 10:51
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I'm moving house in Jan so will seize this opportunity to ditch Orcon. Their customer service is terrible. The only thing I like about them is their Steam content server, but that's so slow in updating that I actually find it somewhat useless.


83 posts

Master Geek

  #545681 15-Nov-2011 17:01
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This is an awesome story.....not in a good way tho, but still idiocy.

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