Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
1607 posts

Uber Geek

Trusted
Subscriber

  # 1026385 16-Apr-2014 19:19
Send private message

timmmay: 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.


I'll call in the morning and see how long it takes.

9090 posts

Uber Geek

Lifetime subscriber

  # 1026418 16-Apr-2014 20:04
One person supports this post
Send private message

remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do

 
 
 
 


1607 posts

Uber Geek

Trusted
Subscriber

  # 1026426 16-Apr-2014 20:23
One person supports this post
Send private message

Jase2985: remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do


I appreciate the time the staff of various companies take to help out other members now and again. Someone from 2degrees helped me out last week.

I don't think anyone expects help from other members but if you have tried emailing and received no reply, tried calling but given up due to wait times then it's worth a shot.

And whilst it is easy to pick up a phone and make a call it is also just as easy for a company to respond to an email.

I also make note that the telco's as a whole have performed fairly poorly in the latest customer satisfaction surveys although I think 2degrees did quite well. There is no excuse at all short of nuclear war for a.company to ignore emails and to try and justify it by saying just pick up the phone is a fairly weak argument.

9090 posts

Uber Geek

Lifetime subscriber

  # 1026447 16-Apr-2014 21:22
Send private message

there is no excuse you are right but sometimes staffing shortages make it incredibly difficult to respond in what some people define a timely manner.

its easy to ignore a email, its not so easy to ignore a phone call.

1703 posts

Uber Geek

Subscriber

  # 1026457 16-Apr-2014 21:27
Send private message

timmmay: 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.


I am definitely not 'one to complain' but I have had a pretty average few weeks experience with Snap support and I have been involved in a few of these other threads discussing the topic. I don't think you can really comment too harshly until you have experienced it to be honest. I have, on more than a couple of occasions, rung them and spoken to someone who was unable to help and promised to get someone to call me back. These call backs never happen, actually that is a lie I did get one recently, but that was the first time in the last 3-4 attempts.

And the call wait time is totally unacceptable. People don't have time in their day to spend 30 mins on hold, and yes it really was 30 mins on average there for a while. The last time I called it was down to 15 mins so hopefully things are improving. But I can assure you after the 2nd or 3rd failed call back I was very reluctant to ring again to chase them up, only to spend another 30 mins on hold. I actually resorted to Twitter and got a faster response that way!

I don't think it is fair to tell someone to just call them and harden up. Snap are obviously going through some growing pains over there but that shouldn't be having such a negativate affect on full paying customers.



12 posts

Geek


  # 1026469 16-Apr-2014 21:54
Send private message

Thanks for your response TheRalph, indeed I received a text this morning and a call this afternoon to discuss what was happening, that is all that was required, email, text, call whatever, but please keep your customers in the loop it keeps everyone sane.

Now I know what is happening and a likely timeframe im happy to wait, once again thanks.



12 posts

Geek


  # 1026471 16-Apr-2014 21:58
One person supports this post
Send private message

RunningMan:
Daynger: With many a story of a 45min wait on the phone why the hell would I?


Language please. This is a family show


Really, hell is a swear word???
Weak.

 
 
 
 




12 posts

Geek


  # 1026484 16-Apr-2014 22:02
Send private message

Jase2985: remember those who work for telco's are not obliged to answer questions on here, they do so off their own backs and in their own time frame.

if you want an answer ASAP pick up the phone and call, its really not that hard to do


True and I respect that, but I wasn't expecting an overnight result, maybe just for someone to see this and have a look at what was going on, which I suspect is what happened, then perhaps give some other department a push to get some kind of information to me, which happened.

Possible time on phone: 15-45min
Time on internet for this: 3-4min and a result.

Unfortunately for me I work as an electrician, this doesn't leave much downtime for a possible 45 min phone call to sort out my home internet.

Work smarter not harder people.

15556 posts

Uber Geek

Trusted
Subscriber

  # 1026540 17-Apr-2014 07:03
One person supports this post
Send private message

I tend to call helpdesks from my cellphone on speaker, and keep on with whatever else I'm doing.

483 posts

Ultimate Geek


  # 1031850 27-Apr-2014 00:57
Send private message

I have called Snap 2x regarding my Fibre install and both times i got through to someone in under 5 min. once calling at 12:30pm and once 5:45pm. I paied on the 9th and received a call the next day saying the install had been put on hold waiting for the consent process.

you cant really complain about long wait times if you have not even attempted to call.



12 posts

Geek


  # 1037911 6-May-2014 19:39
Send private message

RalphFromSnap:
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


Hi Ralph, has there been any update on when they might be jamming a VDSL card in my local cabinet?

Thanks
Dayne

1 | 2 
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Vodafone integrates eSIM into device and wearable roadmap
Posted 17-Jan-2020 09:45


Do you need this camera app? Group investigates privacy implications
Posted 16-Jan-2020 03:30


JBL launches headphones range designed for gaming
Posted 13-Jan-2020 09:59


Withings introduces ScanWatch wearable combining ECG and sleep apnea detection
Posted 9-Jan-2020 18:34


NZ Police releases public app
Posted 8-Jan-2020 11:43


Suunto 7 combine sports and smart features on new smartwatch generation
Posted 7-Jan-2020 16:06


Intel brings innovation with technology spanning the cloud, network, edge and PC
Posted 7-Jan-2020 15:54


AMD announces high performance desktop and ultrathin laptop processors
Posted 7-Jan-2020 15:42


AMD unveils four new desktop and mobile GPUs including AMD Radeon RX 5600
Posted 7-Jan-2020 15:32


Consolidation in video streaming market with Spark selling Lightbox to Sky
Posted 19-Dec-2019 09:09


Intel introduces cryogenic control chip to enable quantum computers
Posted 10-Dec-2019 21:32


Vodafone 5G service live in four cities
Posted 10-Dec-2019 08:30


Samsung Galaxy Fold now available in New Zealand
Posted 6-Dec-2019 00:01


NZ company oDocs awarded US$ 100,000 Dubai World Expo grant
Posted 5-Dec-2019 16:00


New Zealand Rugby Selects AWS-Powered Analytics for Deeper Game Insights
Posted 5-Dec-2019 11:33



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.