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56 posts

Master Geek
+1 received by user: 1


  Reply # 772107 1-Mar-2013 09:47
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Install bumped till the 5/3 as expected due to a delay in them getting the modem out in time for today. Better they delay it than migrate you without the hardware.

195 posts

Master Geek
+1 received by user: 5


  Reply # 772112 1-Mar-2013 09:56
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redstorm: Install bumped till the 5/3 as expected due to a delay in them getting the modem out in time for today. Better they delay it than migrate you without the hardware.


Now this isn't good enough what are you playing at Sanp! all about customer service yet you can't even send a modem out.  They should always be in stock an sent out day after the customer signs up no exceptions.

 
 
 
 


522 posts

Ultimate Geek
+1 received by user: 50

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Internet by Design

  Reply # 772154 1-Mar-2013 10:47
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It seems to be a case of talking to the right people.
I signed up on a Saturday and was connected by 7pm the following Monday evening...
Most of my communication with them was via twitter.




235 posts

Master Geek


  Reply # 772269 1-Mar-2013 13:41
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Should have signed up before they became flavour of the month :)
My connection was sorted in 48 hours ;)




this is a slap in the face!



155 posts

Master Geek
+1 received by user: 3


  Reply # 772384 1-Mar-2013 17:08
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Further update:

Surprise surprise, I'm writing this from my 3g Hotspot.  Connection is not live as previously notified, so I contacted the help desk again...  We went through checking the settings and then the engineer advises that the connection hasn't been completed and has been rescheduled til tomorrow.  

To rub things in, I've just received my first invoice.  Awesome.

1357 posts

Uber Geek
+1 received by user: 15


  Reply # 776537 7-Mar-2013 22:29
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Just as an update. Got connected on Saturday. No notification of anything being connected so I called up on Saturday evening. Told I probably was connected but Snap doesn't let customers know for 48 hours after connection??

Since then I have had no contact from them, not even an email with things like my new phone number, or plan details.

Snaps lack of communication is really astonishing, also their silence in this thread also doesn't speak great about them. I think everyone here offered constructive criticism they could have taken on board but it seems like they prefer to ignore it.

noc

107 posts

Master Geek
+1 received by user: 14


  Reply # 776682 8-Mar-2013 09:53
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I'm a Snap! customer as well. They did take a few days to get me connected initially, but it was within the time they told me it would be, so I didn't mind and they have been good to deal with since. However, it sounds like they could have done a quicker job with your connection.

I definitely agree about the communication from their side, or lack of. They definitely need to do a better job with updating customers more regularly, and I'm sure they will use the feedback on this forum to improve their service.

Have you tried to talk to someone on the phone regarding your concerns about their service?

I have only had one problem with my internet since I have been with them, and when I called them about it, they were very helpfull and I didn't have to wait very long to talk to someone. So I would give them a chance! :)



155 posts

Master Geek
+1 received by user: 3


  Reply # 776695 8-Mar-2013 10:15
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Update from me.   The connection happened last Saturday and once the Chorus tech had worked out what was going on, it was up and running.  Service on the connection so far has been top notch with no "peak" slow downs experienced yet.  Sync speed of 20mbps/900k and a nice clean line is making me think of upgrading to VDSL.  In saying that, I'm not sure I want to put myself through the pain again...


Just to comment contacting Snap to deal with this issues, I tried Twitter (zero response) and calling them (three times).  Calling seemed to work best, and I was relatively happy each time.  I'm also quite surprised at the lack of comment in this thread by the Snap rep's.  In the past they seemed to be quite involved.  Obviously this isn't a proper support portal, but all the same.


noc

107 posts

Master Geek
+1 received by user: 14


  Reply # 776797 8-Mar-2013 12:04
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Just to comment contacting Snap to deal with this issues, I tried Twitter (zero response) and calling them (three times).  Calling seemed to work best, and I was relatively happy each time.  I'm also quite surprised at the lack of comment in this thread by the Snap rep's.  In the past they seemed to be quite involved.  Obviously this isn't a proper support portal, but all the same.



My thought exactly. Maybe this is their busy time of the year? Contacting a company by phone is always the best way to get a response (from my experience), however, I have heard about other users who used Twitter with a lot of success in the past, so I am surprised that you haven't had any responses there

776 posts

Ultimate Geek
+1 received by user: 176

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Snap Internet

  Reply # 776969 8-Mar-2013 15:49
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Hi guys,

First off, thanks for all your valuable feedback. It's always great to see what the GZ community is thinking and feeling, be it good or bad! We know we get it right most of time, but clearly we've dropped the ball a few times recently, which for us just isn't good enough. We're currently working really hard to introduce some new tools & systems into the business that will assist with some of these more complicated installs, and are confident that these tools will resolve the issues that the people posting here have had recently.

If there are any individual issues that need addressing, please send us a PM with your username and customer number and an outline of your problem or give us a call on 0800 276 232 (24/7). We do also use Twitter as a communication channel, and this is monitored 24/7 as well.

Thanks again for your patience and feedback!

Cheers, ^AL




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



705 posts

Ultimate Geek
+1 received by user: 167

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Full Flavour

  Reply # 777016 8-Mar-2013 17:18
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redstorm: Install bumped till the 5/3 as expected due to a delay in them getting the modem out in time for today. Better they delay it than migrate you without the hardware.


We got caught out once. Modem couriered and scheduled to arrive AM on the day of PM install. Chorus decided to install a day early - a day before the RFS Confirmed date!

We extended our standard Request day timeframe from order as a result which hasn't resulted in this scenario again.

But I wish Chorus kept to what they told us. The amount of times a PM install ends up in the morning.....

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