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194 posts

Master Geek
+1 received by user: 17


  Reply # 869408 31-Jul-2013 16:58
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^
^

Now that there is perfect constructive criticism.

I do know that snap have really good tech support, fantastic really. but they do fail a bit on the customer service stuff.

So snap. You now know where to work stuff from :)

776 posts

Ultimate Geek
+1 received by user: 176

Trusted
Snap Internet

  Reply # 869602 31-Jul-2013 22:00
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Hi guys

Thanks to everyone for their feedback. We hold ourselves to some pretty high standards, so its really disappointing from our perspective to see some grumbles.

We're absolutely committed to delivering not only a quality internet experience but outstanding customer service, every step of the way. To that end we're working as quickly as we can to bring more resources into the helpdesk team, as well as prioritising a number of internal projects to further streamline a bunch of processes.

We're confident that very soon we'll be on top of our game again, and appreciate all of your (constructive!!) feedback and support.

Cheers
Ralph




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



2669 posts

Uber Geek
+1 received by user: 663


  Reply # 869619 31-Jul-2013 22:34
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please hurry about more resources because my caller id has stopped working on VOIP and having to wait 20 -30 minutes on hold to get help is a real pain , and then you get told to try it when you hang up and ring back if it doesn't which means another 20 -30 minute wait. I have waited on hold for over 2 hours in the last week and i dont know if i can stomach that on hold music much more to keep trying to get it fixed




Common sense is not as common as you think.


776 posts

Ultimate Geek
+1 received by user: 176

Trusted
Snap Internet

  Reply # 869626 31-Jul-2013 22:43
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Hi vexxxboy

Please DM me your account details and I'll get this looked at first thing in the morning. Apologies for the hold music, its on the list to change ;)

Cheers
Ralph




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



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