Orcon service desk taking too long

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon service desk taking too long

pseudogeek2009

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#98220 27-Feb-2012 12:17

I recommend that Orcon should have a call back service like Telecom instead of someone waiting on the line for over 20 minutes.

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#587296 27-Feb-2012 12:18

Perhaps something related to this?

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pseudogeek2009

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#587298 27-Feb-2012 12:22

freitasm: Perhaps something related to this?

That was earlier on but it took me over 20 minutes to get a hold of someone and now I am on hold again. A callback will be more suitable for the first 20 minutes especially if it is a business account so I can do something a bit more productive.

bameron

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#587301 27-Feb-2012 12:26

Hey there,

We actually do have this service enabled on our technical support and accounts queue. From memory you should be offered the option for a call back after being on hold for about three minutes.

Aside from that, my apologies for the excessive wait times right now. The guys are slammed presently and working through the calls as quickly as possible - we're also hiring more staff as we speak to help with the wait time.

Cheers,

Cam

pseudogeek2009

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#587308 27-Feb-2012 12:35

bameron: Hey there,

We actually do have this service enabled on our technical support and accounts queue. From memory you should be offered the option for a call back after being on hold for about three minutes.

Aside from that, my apologies for the excessive wait times right now. The guys are slammed presently and working through the calls as quickly as possible - we're also hiring more staff as we speak to help with the wait time.

Cheers,

Cam

I have phoned again but it doesn't seem like it provides that option. Well, it isn't obvious compare to Telecom.

detritus111

1 post

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#587894 28-Feb-2012 16:04

bameron: Hey there,

We actually do have this service enabled on our technical support and accounts queue. From memory you should be offered the option for a call back after being on hold for about three minutes.

Aside from that, my apologies for the excessive wait times right now. The guys are slammed presently and working through the calls as quickly as possible - we're also hiring more staff as we speak to help with the wait time.

Cheers,

Cam

Im sorry to say this does not exist.
Im a long term Orcon customer and for the last few days have had various issue that has required me to be on the phone to Orcon , last night I was on hold for over 1hour!!!, with nothing but music...which included only TWO songs being repeated. No call back option.
I experienced similar wait times through out the entire weekend.
It has also taken Orocn 2weeks to get around to thinking about fixing an issue which...they have still not fixed. I will be changing providers in the next coupel weeks.

BJ42

11 posts

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#587898 28-Feb-2012 16:08

I used the call back system once. It rang me back at 6:15 pm when I was at work.

Yay! thought I,

"This is the Orcon call back service, please hold the line while you are connected to a service agent"

Yay! Thought I,

"I'm sorry, office hours are blah blah to blah.....

Oh well worth a crack.

A new business rule Orcon: Do not allow callback service to ring out when desk is closed.

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WrEK

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#599445 24-Mar-2012 13:54

BJ42: I used the call back system once. It rang me back at 6:15 pm when I was at work.

Yay! thought I,

"This is the Orcon call back service, please hold the line while you are connected to a service agent"

Yay! Thought I,

"I'm sorry, office hours are blah blah to blah.....

Oh well worth a crack.

A new business rule Orcon: Do not allow callback service to ring out when desk is closed.

At 6:15 pm the residential helpdesk for accounts and technical queries should be open. What queue or dept did you originally call into?

kyhwana2

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#599454 24-Mar-2012 14:28

20 minutes? You got in fast!

networkn

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#599474 24-Mar-2012 15:08

bameron: Hey there,

We actually do have this service enabled on our technical support and accounts queue. From memory you should be offered the option for a call back after being on hold for about three minutes.

Aside from that, my apologies for the excessive wait times right now. The guys are slammed presently and working through the calls as quickly as possible - we're also hiring more staff as we speak to help with the wait time.

Cheers,

Cam

Hi Cam. I was with Orcon for 5 years before I took mine and my clients business elsewhere. The whole "sorry we are slammed, but we are hiring more people" is something Orcon has been saying for as long as I was a client, and it never really improves. Orcon could be a great ISP, but until it worries less about expansion, marketing and sales, and more about making sure the existing customers are happy, these threads will continue, and these apologies will continue to be necessary.

WrEK

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#599479 24-Mar-2012 15:29

Orcon have stated that they are opening a new call centre in April
http://www.orcon.net.nz/about/article/new_call_centre
That should help reduce the call wait times

mattwnz

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#599490 24-Mar-2012 15:55

WrEK: Orcon have stated that they are opening a new call centre in April
http://www.orcon.net.nz/about/article/new_call_centre
That should help reduce the call wait times

Aren't they also going to use an overseas call centre for some support.

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#600054 26-Mar-2012 09:30

mattwnz:
WrEK: Orcon have stated that they are opening a new call centre in April
http://www.orcon.net.nz/about/article/new_call_centre
That should help reduce the call wait times

Aren't they also going to use an overseas call centre for some support.

The new call centre is in the Philippines. I can't see it helping in the slightest, to be honest. It'd be better if it were in India where there are entire classes dedicated to pretending to be a westerner.

And for what it's worth I can confirm I have never, ever, been offered a callback. And the last time I emailed in, it took a week and a half to respond.

You know, Orcon, there'd be less complaints if your hold music didn't royally suck too. Even Telecom's is less painful.

BJ42

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#600062 26-Mar-2012 09:47

Yes,

The Ska version of the 1812 overture does get on your wick after 38 minutes on hold (Max=38, min=3, N=7)

I even asked them to call me back in the job notes when my fault was fixed and it never happened. Not even an offer of "hey, lets credit you some calls since we dropped the ball".

I really can't be bothered chasing them for some compensation as I don't want to spend my life on hold.

networkn

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#600067 26-Mar-2012 09:50

You would be lucky to get it. Orcon has a pretty terrible (In my opinion) history of refusing compensation or offering insulting amounts no matter how big the mess up (With 1 exception).

networkn

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#600075 26-Mar-2012 09:57

Kyanar:
mattwnz:
WrEK: Orcon have stated that they are opening a new call centre in April
http://www.orcon.net.nz/about/article/new_call_centre
That should help reduce the call wait times

Aren't they also going to use an overseas call centre for some support.

The new call centre is in the Philippines. I can't see it helping in the slightest, to be honest. It'd be better if it were in India where there are entire classes dedicated to pretending to be a westerner.

And for what it's worth I can confirm I have never, ever, been offered a callback. And the last time I emailed in, it took a week and a half to respond.

You know, Orcon, there'd be less complaints if your hold music didn't royally suck too. Even Telecom's is less painful.

It beggars belief they would get a call centre in a foreign country (Except for the pattern of always looking for the cheapest way to solve a problem). When was the last time a company used a call centre in a foreign country and the feedback from it was positive? They have had so much bad press in recent years, surely they would be looking for a complete win to balance it. Hopeless.

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