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Topic # 57421 12-Feb-2010 19:18
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I would like to report how terrrible is the customer service at orcon .

The fact was , I had cancelled my contract with orcon last year once I was moving to an area without an adsl+ cabinet avaliable  .Months later I moved to wellington and after had a terrible experience with 3G broadband by Vodafone I decided to signed up again  . I was really impressed with the option of no contract and the modem with voip enable .I ordered the broadband on Tuesday and on Thursday I received a phone from  the sales department saying that at my address there was a landline connected and nothing they could do to disconnected that line without authorization of the account's holder . I got suprised and tried to contact the landlord and no landline was installed there as far he knew.

Passed 4 hours , the sales department team contacted me saying that the techinican made a mistake and try to connect the broadband at another flat which was  not mine . 1st mistake

The Following day I received a phone call saying that everything was working fine and 30minutes before the modem was delivered by courier.After try to connected the entire day I spoke with the team leader who could not help.

Resume of the nightmare : I am without internet , once I had already sent back the vodem of vodafone , which I was using previously .

I lost a day at work once my work is based at internet .

After that situation , I would like to know , is this a normal situation which happens in this company ?

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xpd

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  Reply # 298480 12-Feb-2010 20:31
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1st issue def not Orcons fault..... the 2nd however.... what did they say the problem was ? You havent mentioned what the issue was except that you wernt happy.

Ive had very little issue with Orcons service, network and CSR wise.




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pih

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  Reply # 298483 12-Feb-2010 20:45
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Heard some nightmares about Orcon, but only with their business department (I assume you are talking about a home connection). I have been with Orcon for 2 years and (while the help desk can be a little help-less at times I'll admit), they've mostly been pretty good to me. I guess it's a case of YMMV... best of luck getting back on the tubes, dude.

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  Reply # 298496 12-Feb-2010 21:39
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Every ISP I have dealt with have terrible service (Woosh, Slingshot, Telecom, Vodafone). They also all blame "technicians" for their problems.

It's my pet peeve. Last time I checked you don't have a contract or pay your money to technicians, you pay it to your ISP. If they can't get decent service from their contractors it's not your problem. I know I'd be a whole lot happier if they just said "sorry, we stuffed up" when their contractors make mistakes rather than blaming them.



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  Reply # 298504 12-Feb-2010 22:07
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1 st issue : because of a worng information gave by the technician I waste 4 hours of my precious time trying to figure out about a landline which didnt exist at my premises.
2nd : after I got the information that everything was working , nothing is working
3rd : I am without internet and I depend of internet for working
4th : After I have passed through a terrible experience with the team leader call center , she charged me for 30 days of service if even I didnt use the service once it was not working
5th : all the stress to talk to somene who is rude and do not have anu knowledge of customer service.
Do I need more reasons?
Ah , I am not residencial customer but a business one once I work from home .
The funny thing here in this country is : everything is normal if one service fails because of the company the only affected is the consumer not the company . As I can realize customer service and sales are not the main qualities in this country !!



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Geek


  Reply # 298508 12-Feb-2010 22:09
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1 st issue : because of a worng information gave by the technician I waste 4 hours of my precious time trying to figure out about a landline which didnt exist at my premises.
2nd : after I got the information that everything was working , nothing was working
3rd : I am without internet and I depend of internet for working
4th : After I have passed through a terrible experience with the team leader call center , she charged me for 30 days of service if even I didnt use the service once it was not working
5th : all the stress to talk to somene who is rude and do not have anu knowledge of customer service.
Do I need more reasons?
Ah , I am not residencial customer but a business one once I work from home .
The funny thing here in this country is : everything is normal if one service fails because of the company the only affected is the consumer not the company . As I can realize customer service and sales are not the main featurings here .



16 posts

Geek


  Reply # 298509 12-Feb-2010 22:11
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1 st issue : because of a wrong information gave by the technician I waste 4 hours of my precious time trying to figure out about a landline which didnt exist at my premises.
2nd : after I got the information that everything was working , nothing was working
3rd : I am without internet and I depend of internet for working
4th : After I have passed through a terrible experience with the team leader call center , she charged me for 30 days of service if even I didnt use the service once it was not working
5th : all the stress to talk to somene who is rude and do not have anu knowledge of customer service.
Do I need more reasons?
Ah , I am not residencial customer but a business one once I work from home and it was the only way to fet a siemens modem .
The funny thing here in this country is : everything is normal if one service fails because of the company the only affected is the consumer not the company . As I can realize customer service and sales are not the main featurings here .

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