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1384 posts

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# 142580 17-Mar-2014 21:07
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My business partner and I control the IT for over 50 companies. Add on top of that the 3000 home users serviced over the last four years and that is a lot of influence.

Our other business partners control over 500 more connections, for hotels, and other large users.

I also work for a company that has  over 800 connections via snap.

Now with a reach like that you would think it would be possible to get ONE phone call returned from Snap. But no. WE have left messages with senior managers, junior managers, front help desk people, supervisors etc. WE have been told people will phone us back. WE have asked to get one appointment to discuss the fact that snaps support sucks with help desks times in the upwards of 30 - 60 minutes - not workable for the number of times we need to contact Snap.

No calls. No emails. All returned calls promised not made. We have been promised return calls 6 times in the last fortnight.  Not one call. Not one email.

So snap - you dont want to talk with me or my business partner - that's fine. You tell us to put requests through the web system, same as your help desk people then you dont provision them .5 / 5 mis provisionings in the last week.

We phone you to get connections put on and you send us to the portal which is either not going or cant complete our provisioning as your data regarding where fibre is is incomplete so we phone back and get told we will be called back. I've now spent 6 hours on the phone trying to get one fibre connection provisioned.  It took from 22 Feb to last week to get an ADSL provisioned. Clients have spent days without phones because you mucked up pots connections - three weeks and climbing for the last pots request.

So here's the thing snap - you dont want my business? That's fine. Unfortunately some of our clients will have to put up with you until their contract expires but there is 50k worth of provisioning due to be done in the next three months - it wont be done with snap.

Our business partners are seeking direct connections via other ISPs / Chorus / etc and when they are complete - watch several hundred connections walk away.

Why am I writing this here? Simple - you wont answer the phones, you wont ring back and you don't respond to emails. Enough is enough.

Ciao







nunz

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  # 1007694 17-Mar-2014 21:16
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I feel your pain mate - I am having exactly the same issues. Had 3-4 promises of callbacks, and only once did I get a call, a step up from you I guess! Never received any emails either, in fact the most reliable means of contacting them seems to be Twitter.

I refuse to spend another 30mins on hold waiting for someone to answer my call, after ringing them 5-6 times already. That is 3hrs on hold and I only signed up a few weeks ago!!

How come so many people rave about their support? Are they just getting too big these days to maintain it? Whatever the reason is I feel duped for believing the hype!

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  # 1007697 17-Mar-2014 21:23
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Ouch! Man they must have really gone downhill in the last few months, they USED to be the best in the industry! Pity.

 
 
 
 




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  # 1007699 17-Mar-2014 21:24
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SumnerBoy: I feel your pain mate - I am having exactly the same issues. Had 3-4 promises of callbacks, and only once did I get a call, a step up from you I guess! Never received any emails either, in fact the most reliable means of contacting them seems to be Twitter.

I refuse to spend another 30mins on hold waiting for someone to answer my call, after ringing them 5-6 times already. That is 3hrs on hold and I only signed up a few weeks ago!!

How come so many people rave about their support? Are they just getting too big these days to maintain it? Whatever the reason is I feel duped for believing the hype!


They are bleeding help desk / staff. Lots of new people, not enough experience and no back up from more senior staff. You wont find a supervisor present at 4pm in the afternoon many times. Try asking for one and find out how many times there are none in the office.








nunz

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  # 1007700 17-Mar-2014 21:25
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Go with Unleash.
http://www.unleash.co.nz/

Or The Total Team.
http://www.totalteam.co.nz/


Both really good companies who take excellent care and have no problem creating custom solutions for customers to see them connected.
Staff are also highly trained with plenty of industry experience.


Disclaimer, I do not work for either of these companies nor have any stake in their business - they have earned good rep based on their performance and capabilities.







NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php



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  # 1007704 17-Mar-2014 21:27
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NZCrusader: Go with Unleash.
http://www.unleash.co.nz/

Or The Total Team.
http://www.totalteam.co.nz/


Both really good companies who take excellent care and have no problem creating custom solutions for customers to see them connected.
Staff are also highly trained with plenty of industry experience.


Disclaimer, I do not work for either of these companies nor have any stake in their business - they have earned good rep based on their performance and capabilities.





Thanks - one of our partners has moved to total team. Says good things.





nunz

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  # 1007705 17-Mar-2014 21:27
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nunz:
SumnerBoy: I feel your pain mate - I am having exactly the same issues. Had 3-4 promises of callbacks, and only once did I get a call, a step up from you I guess! Never received any emails either, in fact the most reliable means of contacting them seems to be Twitter.

I refuse to spend another 30mins on hold waiting for someone to answer my call, after ringing them 5-6 times already. That is 3hrs on hold and I only signed up a few weeks ago!!

How come so many people rave about their support? Are they just getting too big these days to maintain it? Whatever the reason is I feel duped for believing the hype!


They are bleeding help desk / staff. Lots of new people, not enough experience and no back up from more senior staff. You wont find a supervisor present at 4pm in the afternoon many times. Try asking for one and find out how many times there are none in the office.







I don't think there is much room for advancement for people on their helpdesk.

Its understandable that they would have a high turnover.




NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php



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  # 1007706 17-Mar-2014 21:28
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NZCrusader: Go with Unleash.
http://www.unleash.co.nz/

Or The Total Team.
http://www.totalteam.co.nz/


Both really good companies who take excellent care and have no problem creating custom solutions for customers to see them connected.
Staff are also highly trained with plenty of industry experience.


Disclaimer, I do not work for either of these companies nor have any stake in their business - they have earned good rep based on their performance and capabilities.





I wish Sitehost.co.nz did ISP stuff. Their  helpdesk support really kicks ass. Email support mostly completed in under one hour. Absolutely a dream to have VPS, shared hosting, rack space with.





nunz

 
 
 
 


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  # 1007728 17-Mar-2014 22:08
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I have great support when I call up, but never any followup email or phone call like is promised.

'That VDSL Cat'
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  # 1007767 18-Mar-2014 01:39
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Psilan: I have great support when I call up, but never any followup email or phone call like is promised.


havent had to deal with snap directly of recent in the last few months (aside from a billing question - answered within 5 mins at about 6pm at night, last month)

one other fault (ongoing) i have had, while snap haven't been as informative as i would appreciate, and did not directly respond to my email, i was made aware of suspected cause of the issue through other means of contact within a day.


cant say i can complain about service.. i heard a rumour a certain isp over the fence were getting pretty heavy wait times (ontop of their already lengthy wait times) the last few days, im sure the storm had something to do with that though... 




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  # 1007804 18-Mar-2014 08:03
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Same issues here.

Been Talking with Snap and UFF to get my fibre connected last few months.

Not a single returned phone call from snap as promised. I was even told a time the txt was going to be sent the next day. nada.





4369 posts

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  # 1007818 18-Mar-2014 08:12
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I've never experienced this myself.

Phone waiting times made during my connection issues were sometimes up to 30 minutes but generally between 5 and 15 minutes.

Fortunately it is now very rare to need to call them. I did call the other week (about their uncapped issue) and they answered quickly.

Personally I would not move off snap since the service and product are excellent. Support is "n/a "to me --- at least while things are going well :)

gjm

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  # 1007822 18-Mar-2014 08:25
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well thats a bit concerning to hear. We are currently looking at a VOIP / cloud solution for work that Snap business sells but will think twice now. I have a Snap connection at home (have had for years) and previously getting support was easy. Admittedly I havent had to log a support call for a long time so maybe it has changed lately. Still I dont think I will poke my head out for Snap when there's 6 figures involved. 




[Amstrad CPC 6128: 128k Memory: 3 inch floppy drive: Colour Screen]

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  # 1007850 18-Mar-2014 08:48
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surfisup1000: Support is "n/a "to me --- at least while things are going well :)


I was with Telecom previously and this definitely applied to me then. I don't think I ever called their support line, not once. But I was running my own Vigor 120 + WNDR3700 (w/ DD-WRT) which meant I had a very stable and reliable connection/LAN. All my problems with Snap seem to be related to this bl**dy FritzBox, which on paper looks absolutely fantastic, but in reality has many quirks and issues. It may just be the 'BETA' firmware that was delivered on it, as many others have reported much better reliability on earlier versions, but trying to get an answer out of Snap support is nigh on impossible. They just say this latest version was tested and is fine, even though it is labelled in capital letters BETA (see my other thread). I am loathed to try messing around with the firmware as I have a feeling support would become even less helpful if I took it upon myself to do this.

Are they not monitoring this forum? This sort of negative publicity surely can't be going unnoticed?!



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  # 1007878 18-Mar-2014 09:21
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gjm: well thats a bit concerning to hear. We are currently looking at a VOIP / cloud solution for work that Snap business sells but will think twice now. I have a Snap connection at home (have had for years) and previously getting support was easy. Admittedly I havent had to log a support call for a long time so maybe it has changed lately. Still I dont think I will poke my head out for Snap when there's 6 figures involved. 


For VOIP - check out phonevoip.co.nz  - 3cx partner. They are preferred supplier status for education dept and others. Good to deal with.

I dont work for them or get commissions for recommending them but if you mention my name (shane ) to phil, he will buy me a coffee :)






nunz



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  # 1007882 18-Mar-2014 09:26
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surfisup1000: I've never experienced this myself.

Phone waiting times made during my connection issues were sometimes up to 30 minutes but generally between 5 and 15 minutes.

Fortunately it is now very rare to need to call them. I did call the other week (about their uncapped issue) and they answered quickly.

Personally I would not move off snap since the service and product are excellent. Support is "n/a "to me --- at least while things are going well :)


We have to talk to them re provisioning or other issues that arise.

Last nights phone call not answered after 60 minutes. Gave up. Day before, 40 plus minutes - no resolution forthcoming. Have invested 4-5 hours of time to get one UFB fibre provisioning.
Last ADSL provisioning took four phone calls. and about 20 days to get done.
Other provisionings mucked up and taken multi calls.
There is a POTS provisioning three weeks ongoing and no answer.
I cant afford that type of time wastage.






nunz

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