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96 posts

Master Geek


Topic # 127149 31-Jul-2013 18:54
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Hi All,

This is really just for Snap as a last ditch effort to get some help from a senior staff member or any staff member who will do more then just listen and pass the buck.

 

I have been a Snap customer for almost a year now. I've had no problems with my service and performance wise they are perfect. But the problem has come when I referred my best mate to Snap. He signed up 3 weeks ago this Friday and so far hes received his Fritz!box and not a single call from Snap.

One week after signup a Chorus tech called his mobile saying he'd be round in the afternoon to hook up the ADSL. He left no return call number and his caller ID was blocked. The problem is my friend works tuesday-saturday. So Saturday(8 days after signup) he calls Snap. Snap rep says they are not sure whats going on and that someone will call back...... No one called back.

14 days after signup my friend calls Snap again this time he finished work early to get someone hopefully with more problem solving skills. He spoke to another rep who said Chorus has been trying to contact you and you have not returned their calls. Chorus called once and never left a return number.

Almost another week has progressed with no call from chorus or snap. My mate is now thinking he might as well cancel and go with another company.....

I also made the effort of contacting Snap's FB page in the hope that it would get to someone senior who can follow through this signup but received no reply.

So if a Snap rep could please come to my mates rescue I'd be very happy. Let me know who to msg and I will send over my mates details so you can looked into it then call him to give him a status.

 

Just to recap.

3 weeks this friday.

0, is the number of times Snap have called or emailed my friend to update him on the new signup.

3, is the number of times he's called Snap to find out whats going on.

1, Chorus has called to say they will be out in the afternoon to setup the connection(most working people need more then a couple of hours notice to be home on a friday afternoon.)

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776 posts

Ultimate Geek
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Snap Internet

  Reply # 869592 31-Jul-2013 21:46
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Hi Helis

That doesn't sound very good at all. Can you please DM me your freinds user name/account number and I'll get one of the team to look at this first thing in the morning.

Thanks
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





96 posts

Master Geek


  Reply # 869621 31-Jul-2013 22:36
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Info Sent.

Thanks

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