My experience with Orcon's CS

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › My experience with Orcon's CS

Ramjet007

319 posts

Ultimate Geek

#76009 27-Jan-2011 09:52

I was looking at my plan (it was an old plan that I didn't upgrade when their new "better" plans came out)
I worked out that for $10 a month more I could go from 60gb (10+50) to 105gb (5+100).

I rang CS and after a few button pushes I got to a human. Asked the guy what the differences between the 2 plans were. He explained clearly the differences, so I decided to go for the change & to my surprise he asked when I wanted to change (with other ISP's I have been with, you can't change plans mid billing cycle). I said ASAP and was told it would be 2 - 5 day.

The following morning (yesterday) I got an email explaining what I had requested and that they would email me when the change had happened.
This morning I got an email informing me that the change had happed & sure enough after checking on line, it had changed.

Thanks Orcon.

mikenzb

371 posts

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#431765 27-Jan-2011 11:48

Thats Great News.
Orcon is always Great

muppet

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#431767 27-Jan-2011 11:50

Nice Try, Orcon PR People.

(yes I'm joking)

Audiophiles are such twits! They buy such pointless stuff: Gold plated cables, $2000 power cords. Idiots.

OOOHHHH HYPERFIBRE!

speedyj

21 posts

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#431796 27-Jan-2011 13:05

wow orcon managed to preform a simple task, congratulations. are you sure you don't work for them?

freitasm

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#431800 27-Jan-2011 13:21

speedyj: wow orcon managed to preform a simple task, congratulations. are you sure you don't work for them?

No trolling around here please.

OldGeek

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#431915 27-Jan-2011 19:19

Its good to see positive experiences related here. Having been with Orcon now since Xtra ditched their nntp server, I like Orcon because on the few occasions anything has gone wrong the CS folks have been responsive and effective.

nigelj

856 posts

Ultimate Geek

#432035 27-Jan-2011 23:52

Not really Orcon CS related, but definitely along the lines of good service out of Orcon, Since I signed up 3-4 months ago, round the billing cycle date, International BW was shocking (assuming everyone trying to use their caps before the new cycle).

This last month has seen a major improvement, able to download at max speed my line can handle, without any issues, so Orcon definitely is getting better/improving.

As far as CS goes, I had excellent service from the Sales guy that got my connection sorted, even got a follow up phone call to check everything was working okay, and a billing question was answered pretty promptly, so I agree w/ the OP, CSRs & actual service = pretty good.

speedyj

21 posts

Geek
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#432177 28-Jan-2011 13:16

freitasm:
speedyj: wow orcon managed to preform a simple task, congratulations. are you sure you don't work for them?

No trolling around here please.

dear freitasm.

thank you for the rude pm you sent me for this post. where i post from does not matter, i post from a bunch of different places and connections. i am an orcon customer and i am etitled to an opinion.

i guess geekzone does not allow freedom of speech. in no way was my post trolling as i did not create another account to post it, nor did i attempt to hide my ip address. nor way i trying to represent any other company. its also apparent they spy on there users.

i for one will not be visiting this site due to this fascism. and will be recommending all my friend family and other people i know that geekzone is not a place for people to express opininions but rather a place with facist moderators that only allow posts they they agree with.

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Zeon

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#432188 28-Jan-2011 13:39

speedyj:
freitasm:
speedyj: wow orcon managed to preform a simple task, congratulations. are you sure you don't work for them?

No trolling around here please.

dear freitasm.

thank you for the rude pm you sent me for this post. where i post from does not matter, i post from a bunch of different places and connections. i am an orcon customer and i am etitled to an opinion.

i guess geekzone does not allow freedom of speech. in no way was my post trolling as i did not create another account to post it, nor did i attempt to hide my ip address. nor way i trying to represent any other company. its also apparent they spy on there users.

i for one will not be visiting this site due to this fascism. and will be recommending all my friend family and other people i know that geekzone is not a place for people to express opininions but rather a place with facist moderators that only allow posts they they agree with.

Haha I lol'd. If you provide a reason for your grievence and maybe a less emotive and more factually based argument then I am sure it would be very welcome here.

My experience with Orcon has been they are very customer focussed which is good. Only problem is that that it seems all technical information gets tunneled through the account manager which is a little frustrating. They would do better to let the account manager work within their parameters and knowledge and let the customer interface directly with the technical side where needed.

Speedtest 2019-10-14

freitasm

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#432191 28-Jan-2011 13:44

speedyj:?thank you for the rude pm you sent me for this post. where i post from does not matter, i post from a bunch of different places and connections. i am an orcon customer and i am etitled to an opinion.

The PM was a private warning. You are making it public.

speedyj:?i guess geekzone does not allow freedom of speech.

You accepted our Forum Usage Guidelines. Your "Freedom of Speech" is available in public places. This is a private moderated forum. If you want your "Freedom of Speech" go buy a domain name, pay for hosting fees and write whatever you want. The Internet is out there.

speedyj:?in no way was my post trolling as i did not create another account to post it, nor did i attempt to hide my ip address. nor way i trying to represent any other company. its also apparent they spy on there users.

As professional you should know better than post the trolling. We do not 'spy' on users. We verify the credibility of arguments by making sure things like this don't happen.

speedyj:?i for one will not be visiting this site due to this fascism. and will be recommending all my friend family and other people i know that geekzone is not a place for people to express opininions but rather a place with facist moderators that only allow posts they they agree with.

It's a place for people to express opinions, not a place for you to post your hidden agenda. You have been here for more than three years and didn't learn? Banned.

VicBStard

28 posts

Geek

#432386 28-Jan-2011 19:45

Settle down folks, but I can understand why Orcon provoke passionate discussions on in this forum. I must raise an eyebrow to the, now forgive me, rather happy clappy Orcon-feel-good original post. Especially as it is cosied up next to my less forgiving post about the difficulties in parting company with the outfit.

I have, over the past three years, found Orcon's service to be fantastic. Fast speeds, uninterupted service, great for gaming etc. Most of that time I was living in Takapuna, with a clear view of the Orcon building across the mangroves.

I have always found their technically superlative service was spoilt by their awful, and I really mean awful, customer service team. That being said, most of my problems were sorted out once I'd breached the insulation that (no doubt out of neccessity) encases the much more astute and professional team leaders. As I moved further out of Auckland, my technical issues increased, making my interactions with Orcon customer services more frequent. In September last year I moved to Kapiti Coast taking my Orcon service with me. I gave them two months to sort out my sub-par internet speeds before I ditched them for Telecom (who immediatly provided me with the same speeds that I got in Auckland).

Orcon let me down and they let themselves down. I supported Orcon as I felt that they were my sort of people, providing a service geared up to the more secerning internet user. I also saw them as the underdog, the David standing up to the Goliath Telecom monopoly.

I also fell for the no-contract thing, in that if it was easy to leave Orcon, it was more in their interest to provide a good service. Well, it's not that easy to actually leave Orcon...

Whilst I do hope that the OP is genuine and that Orcon are sorting themselves out, that wasn't that case for me this week. I moved to Telecom in November and I've been waiting for them to arrange to pick up my modem since then. Until they have my modem they will not refund me the money that they owe me.

If the OP is part of the Orcon PR machine, fair enough, but shame on you, Orcon, shame on you.

In the last year I've gone for being an active promotor of Orcon's service to quietly hoping that Kordia pull the plug on them and remove another wannabe ISP from the NZ communications industry.

freitasm

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#432410 28-Jan-2011 20:36

VicBStard: If the OP is part of the Orcon PR machine, fair enough, but shame on you, Orcon, shame on you.

Here is the thing... This week I banned two people from telcos (Vodafone and Telecom), quite something really, being both in the same week!

We usually catch astroturfing and make sure people know about it.

It's quite easy for people to think someone works for a company just because the user posted feedback on something positive.

Here is the thing... You had some bad experience, but there's there's the real possibility someone else had a good experience.

We do a good job of moderating here, and if you saw that I banned the Telecom guy in this thread, what makes you think we would let someone from Orcon plant some astroturfing here?

Now back on topic or I just lock this thread.

VicBStard

28 posts

Geek

#432423 28-Jan-2011 21:02

Point taken. The quoted part of my post was not a sleight on this forum or your moderating. Geekzone provides an invaluable service to tech-heads in NZ and we are lucky to have you.

I meant shame on Orcon, for stooping so low, if it was a PR stunt- which I don't think it was. If it was, from what you are saying, it seem to be standard industry practice.

Astroturfing- there's even a name for it?

nigelj

856 posts

Ultimate Geek

#432429 28-Jan-2011 21:11

VicBStard:
(snipped a lot)

Whilst I do hope that the OP is genuine and that Orcon are sorting themselves out, that wasn't that case for me this week. I moved to Telecom in November and I've been waiting for them to arrange to pick up my modem since then. Until they have my modem they will not refund me the money that they owe me.

If the OP is part of the Orcon PR machine, fair enough, but shame on you, Orcon, shame on you.

In the last year I've gone for being an active promotor of Orcon's service to quietly hoping that Kordia pull the plug on them and remove another wannabe ISP from the NZ communications industry.

From a purely objective point of view, I definitely agree, Orcon's CS is not always good, for instance, they have some absolutely brilliant staff, that will really stick up for the customer, and some that well I guess in my case, could be described as nay-sayers.

In my case, one sales guy said "no, we can't provide service", one sales guy said "we might be able to provide service" and the third said "I'm pretty sure we provide service, but I'll have to check" (all stemming from some false negatives from their address checker, and I think w/ the first sales guy, a lack of realization that I'd said that I already had ADSL via a Telecom Wholesale ISP i.e. ADSL would actually work).

For a company that is imo improving, I shelve (and/or forget) the negatives and focus on the positives.

Regarding your last point, I just can't see how Kordia can/will drop Orcon either, the association of the two names together and definitely raised the awareness of Kordia and their excellent work in communications (Freeview transmission as an example).

I think the main thing is though, every company is evolving, trying something new/different that there are always going to be mess-ups etc, and from a personal opinion, it's nice to see the OP taking the time to provide some positive feedback, considering some of the threads in the Orcon forum recently.

(Disclaimer: I don't work for Orcon, just a customer)

Edit:

Astroturfing- there's even a name for it?

Sure, but personally I prefer the painting the bikeshed analogy that gets used on Mailing Lists a bit (http://www.freebsd.org/doc/en/books/faq/misc.html#BIKESHED-PAINTING is a good read on it).

freitasm

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#432441 28-Jan-2011 21:36

VicBStard: If it was, from what you are saying, it seem to be standard industry practice.

No, it's not industry practice, at least not in telco industry in New Zealand. What happens is a bunch of employees that think they know better, and go around posting under the impression that they can hide behind an anonymous username. Most of the times they do so without their employers knowledge.

VicBStard

28 posts

Geek

#432479 28-Jan-2011 23:01

I've actually asked their man, Quentin, to contact me (i.e. accepting his offer of help).

I honestly bent over backwards to help Orcon.being more patient with them that I've probably ever been with any company. To me Orcon where the ISP for geeks like me, whereas Telecom are the mom 'n' pop's ISP.

I'm actually more annoyed that I had to go to Telecom to get a decent service down here Kapiti than anything Orcon actually did. I use to recommend Orcon all the time when I lived in Takapuna, but in the end they really let me down. For a comms company they were awful at communicating.

I'd like to see someone take on Telecom, I just don't think it is going to be Orcon.

Not wanting to sound like a Telecom mole, but I've actually been shocked at the quality of their service, even their overseas tech support have (for the most part) been great to deal with. I've had some fun and games with the nasty Thomson modem they gave me (and an exasperating conversation with their support guys on if they can supply me with the latest modem firmware), but other than that it's great.

Maybe it just that Orcon don't really provide a service south of the Bombay Hills!