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Topic # 92660 3-Nov-2011 12:39
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I wanted to take this opportunity to provide a counter to the many issues people seem to be having with service. I recently joined Slingshot for their $60 p/m unlimited promotion. The change over was mostly smooth with one issue that I needed to contact their service team about.

There was an error regarding setting up my 'realm' and I had to call the team twice in order to sort this out. The error appears in most modems as 'username/password error' in case anyone else is having this issue :)

At all times I was kept in the loop with what was happening with my connection. I was sent a welcome letter promptly with very helpful hints regarding account management.

I have called the service team three times so far. Each time my queries have been handled promptly and everything has been thoroughly explained to me. Wait times have been sub thirty seconds. I believe I have called twice in the evening and once in the morning.

My feeling so far has been that service is their top priority and the team have gone above and beyond for me.

I am yet to test the quality of the connection, still awaiting the SMS to my phone to confirm the realm has been added but with this level of service I doubt I will be disappointed.

My thanks to the Slingshot team, keep up the great work! 

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355 posts

Ultimate Geek
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  Reply # 540916 3-Nov-2011 21:55
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Funny. Just this afternoon I deleted a copy of an email I sent them in 2006 that never got answered!

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Ultimate Geek

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  Reply # 541014 4-Nov-2011 07:41
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I too have had an excellent experience so far. 

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  Reply # 541020 4-Nov-2011 07:52
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I am pleased someone has had good service...that makes 1 person anyway, maybe there is hope for them yet.




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



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  Reply # 541029 4-Nov-2011 08:51
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after my dealings with them , they would have to send a rep to my house to answer my questions before i would ever go back to them




Common sense is not as common as you think.


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  Reply # 541036 4-Nov-2011 09:00
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1080p: I am yet to test the quality of the connection, still awaiting the SMS to my phone to confirm the realm has been added but with this level of service I doubt I will be disappointed.

My thanks to the Slingshot team, keep up the great work! 


So you've called them 3 times over a 12 hr (possibly longer) period and while they have identified a basic provisioning mistake with your connection they still haven't actually got it going.

Sounds like they are improving a lot but bottom line is you still don't have a connection.

Hopefully their poor service at fixing up billing mistakes has improved too.

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Master Geek


  Reply # 541182 4-Nov-2011 15:10
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We are happy for you. Your level of tolerance is very low compares with mine. Are you sure they didnt give some good deal or special offer to make you start this topic?! wink wink lol
I had one wtf type of letter from them and that was it for me. That is until their General Manager personally sees that something will be done for me because they rattle my cage so much! But even then i am still at the wait and see stage cos words dont weight any gold these days ( or website advertising for that matter)

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Geek


  Reply # 541316 4-Nov-2011 20:45
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My first experience with them was very good. The latest experience was horrendous, from 3 hour waits in the queue to waiting for 17 days to have Internet  to a change in telephone number to 2 visits with the wrong information supplied to chorus. My slingshot file notes are a litany of complaints about their service. At at the end of it they refunded one amount then when I finally got the broadband they changed the refund amount to be less. Customer service?? I think not..

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Master Geek


  Reply # 541325 4-Nov-2011 21:26
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After seeing a few posts i come to a conclusion that their call centre/customer infomation management systme needed more training/upgrade. I am sure i spoke to local operators but the performance were like they are outsourced in india or something ( hell even India can do better than that!). 

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  Reply # 541342 4-Nov-2011 22:22
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1080p: I wanted to take this opportunity to provide a counter to the many issues people seem to be having with service. I recently joined Slingshot for their $60 p/m unlimited promotion. The change over was mostly smooth with one issue that I needed to contact their service team about.

There was an error regarding setting up my 'realm' and I had to call the team twice in order to sort this out. The error appears in most modems as 'username/password error' in case anyone else is having this issue :)

At all times I was kept in the loop with what was happening with my connection. I was sent a welcome letter promptly with very helpful hints regarding account management.

I have called the service team three times so far. Each time my queries have been handled promptly and everything has been thoroughly explained to me. Wait times have been sub thirty seconds. I believe I have called twice in the evening and once in the morning.

My feeling so far has been that service is their top priority and the team have gone above and beyond for me.

I am yet to test the quality of the connection, still awaiting the SMS to my phone to confirm the realm has been added but with this level of service I doubt I will be disappointed.

My thanks to the Slingshot team, keep up the great work!?


They may have improved their service now, but people have had problems in the past, so your experience now doesn't counter that. They were mentioned on Fair Go not long ago, that Fair Go had received more complaints proportionally about them, than any other ISP in NZ, so I guess there is only one way to go when you get that sort of criticism. Glad to hear they have improved their service, and it sounds like other ISPs service are getting worse. I may look at slingshot again in the future if their service continues to improve.

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  Reply # 541607 6-Nov-2011 08:58
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AN OPEN OFFER to everyone on Geekzone: If you feel you are not getting an issue resolved, or the service/support you need, from Slingshot, please feel free to contact me directly: scott.page@team.slingshot.co.nz

As you know, in mid to late 2010, Slingshot experienced unprecedented sales and unexpected call volumes for both sales and support - this made wait times much longer than desire-able. I recognize that as a result, some customers experienced difficulties and I apologise openly and unreservedly to those affected.

For this very reason, we have invested significantly in our service organization this year (and will continue to do so). The performance of our support organization has improved materially over the past 12 months

This said, we need to (and will be) vigilant and continue to improve the way we support our customers. I appreciate that there is always room for improvement. 

A point of clarification:
- The Slingshot call centre is located in Symonds Street, Auckland, New Zealand. Unlike the 3 largest telco's, we do not use off-shore support services. Slingshot invests in local jobs in New Zealand and we are 100% Kiwi owned.

Scott Page
Slingshot General Manager 




ScottP

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Ultimate Geek
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Slingshot

  Reply # 542658 8-Nov-2011 15:35
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We have created a new thread here

http://www.geekzone.co.nz/forums.asp?forumid=81&topicid=92882

So please take a look and post here and we will try to help




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