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# 143467 15-Apr-2014 23:45
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OK, so I have signed up to VDSl with snap online, paid on the 2nd of April.

It is now the 15th of April and I have not heard a peep from the "we will be in contact within 72 hours" splash screen and the "it can take up to 10 days but if it will be longer we will be in touch" welcome email.  
How long before I demand a refund and tell them to stick it?

This is not a good start......



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  # 1025898 15-Apr-2014 23:53
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Have you tried calling them to find out what's going on? Surely that's the first thing you'd do before posting on here?




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  # 1025951 16-Apr-2014 08:02
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With many a story of a 45min wait on the phone why the hell would I?
I posted here as I have seen a snap employee responding to threads here, takes me 2min to post and might actually get a result.
I have emailed, and received another we will get back to you within 48 hours auto reply, other than that, not a word.

Also it was a genuine question, how long before I can demand a refund as they have failed to provide a service?

 
 
 
 


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  # 1025958 16-Apr-2014 08:31
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Have you paid them already ? Then yes, I'd be asking for a refund, they havent met their own 72hrs deadline for contact or the 10 days for the install....

I dont pay for anything until the works done normally....





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  # 1025961 16-Apr-2014 08:36
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I agree that the lack of communication is poor and I do think you should have had a response by now. I also agree that you need to contact them to find out what's going on.

Additionally, you have approached this with a very hostile attitude, which I'd suggest is a very bad start to getting things resolved. If you're hoping to sidestep the standard wait times that's fine, but you need to settle down a bit.
If you do decide to phone them, be nice.

At this point, if I was from Snap (I'm not) I'd ignore you and hope you went to another provider. 






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  # 1025962 16-Apr-2014 08:37
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Daynger: With many a story of a 45min wait on the phone why the hell would I?
I posted here as I have seen a snap employee responding to threads here, takes me 2min to post and might actually get a result.
I have emailed, and received another we will get back to you within 48 hours auto reply, other than that, not a word.

Also it was a genuine question, how long before I can demand a refund as they have failed to provide a service?


If you have paid I would certainly be ringing, whats 45 minutes compared to the time you posted on here and still no answer.




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  # 1025965 16-Apr-2014 08:43
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Clearly something in the chain has not worked, if you don't ring them how are they to know something has gone wrong.... can't fix that which you don't know.




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  # 1025971 16-Apr-2014 09:03
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Daynger: With many a story of a 45min wait on the phone why the hell would I?


Language please. This is a family show

 
 
 
 


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  # 1026006 16-Apr-2014 09:34
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Call them. Wait time may be that long occasionally, but you often get straight through. Remember you hear the worst experiences online, not the best.

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  # 1026290 16-Apr-2014 15:46
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They have been struggling with acceptable service/call times as per the other threads on here. I sent an email over a week ago about regular disconnections on my VDSL connection and have had no reply. I just can't face spending over 45 minutes waiting on the phone at the moment or I would have called.

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  # 1026330 16-Apr-2014 17:23
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marmel: They have been struggling with acceptable service/call times as per the other threads on here. I sent an email over a week ago about regular disconnections on my VDSL connection and have had no reply. I just can't face spending over 45 minutes waiting on the phone at the moment or I would have called.


Same problem and experience here. Snap really need to step up their game, they are clearly slipping.

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  # 1026336 16-Apr-2014 17:39
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16 hours later and no one from snap has replied

looks like a 45 minute phone call wasn't such a bad choice after all

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  # 1026370 16-Apr-2014 19:03
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If you want to communicate with Snap, call them. They sometimes reply to messages on the forum, but it's more of an occasional thing. It's not their support forum.

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  # 1026379 16-Apr-2014 19:12
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timmmay: If you want to communicate with Snap, call them. They sometimes reply to messages on the forum, but it's more of an occasional thing. It's not their support forum.


Why should customers have to wait on the phone for over 45 minutes though. If companies don't bother responding to emails they shouldn't have that as an option to contact them.

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  # 1026382 16-Apr-2014 19:16
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This figure of 45 minutes is the worst case spread by the people who like to complain. I've called a few times, from memory I may have waited a few minutes on average.

Email always has been a second class communication method for every business, I don't like it either. I can call my bank and get an immediate answer, or I can email them and they reply in three days.

Just pick up the phone and stop complaining. If the OP had done that when they complained here they'd have had an answer within 15 minutes.

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  # 1026383 16-Apr-2014 19:18
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Daynger: OK, so I have signed up to VDSl with snap online, paid on the 2nd of April.

It is now the 15th of April and I have not heard a peep from the "we will be in contact within 72 hours" splash screen and the "it can take up to 10 days but if it will be longer we will be in touch" welcome email.  
How long before I demand a refund and tell them to stick it?

This is not a good start......




Hi Dayne,

Sorry for the delay posting here, but I believe you had a couple of updates this morning re this.

Just some more info, this is a LLU exchange to cabinet transition order, but also the first VDSL2 connection on the cabinet (for the technicians a hard wired cabinet) and needs a card upgrade. Generally this takes around 7 -14 days to install and then a couple of days for the order to update and process - plus schedule a technician in for the install.

We are currently working on updates to our system for orders/waiters like this to keep you uptodate automatically, at the moment this is a manual process between us and Chorus, so hopefully soon we will be able to keep people up to date on their waiter status via SMS, generally there is no a lot of updates in this process, but it would still be handy to be kept up to date regularly even if there is no specific update!

Thanks,
TheRalph




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