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129 posts

Master Geek


# 37530 14-Jul-2009 19:12
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I called the 2 Degrees Call Centre today. I needed to update my email address for the chinwag promotion.

The service was fantastic, but they must be using a VOIP system because the call quality was very poor. There was lots of static/hissing in between our words when someone wasn't speaking.

I'm glad it wasn't a long involved call... but I thought it was worth mentioning so 2 Degrees are aware it also.

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302 posts

Ultimate Geek


  # 235433 14-Jul-2009 23:52
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I experienced some bad call quality when I rang them also. The night their tv ad went live.




– J

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  # 235440 15-Jul-2009 00:54
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There customer service dept. is very very good. Alot better than vodafone and telecom, (but they do have no customers. :D) they answered phone very fast and they were easy to understand and talk to unlike vodafone and telecom :@ and with this, I dont have to pay to get help, but cheeky vodafone charges $1 to talk to someone about something I ALREADY pay for. good on ya 2Degrees. :)




Bachelor of Computing Systems (2015)

 

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Sam, Auckland 


 
 
 
 


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  # 235446 15-Jul-2009 06:52
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So their call centre is New Zealand based? I wonder if 2 Degrees can give an assurance that they plan to keep it that way.

If so then that would be a very compelling case for choosing 2 Degrees over Telecom or Vodafone.

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  # 235447 15-Jul-2009 07:10
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+1 a NZ Based call centre would encourage me to move to 2 Degrees. Sick of trying to deal with Vodafone's overseas call centre!



129 posts

Master Geek


  # 235448 15-Jul-2009 07:28
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Just to further clarify my experience yesterday...
10 out of 10 for Promptness of answering the call
10 out of 10 for Friendliness
10 out of 10 for Professionalism
10 out of 10 for Communication Skills
10 out of 10 for Resolving my query quickly
11 out of 10 for "Keeping it Kiwi" ... +5 bonus points for the fact that the fella I spoke to could pronounce my Māori name right!
2 out of 10 for Quality of the telephone line

If you can improve the quality of whatever telephone system you are using, then you fellas will kick some @ss!!!

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  # 235456 15-Jul-2009 07:59
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I had them call me regarding the Chinwag promo, as I couldn't sign up online for some reason. Very nice Indian lady, with a strong accent but excellent English, made every effort to make my experience a good one.

I concur with the points above - also the call quality was a little poor - but the service certainly made up for it.




Handsome Dan Has Spoken.

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2degrees mobile

  # 235606 15-Jul-2009 12:53
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Hey geekzoners!

Thanks for the feedback. I'll make sure that our team receive your comments.
Will also investigate the call quality and see what is happening and how we can get that sorted.

Cheers!
2degrees




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  # 242076 3-Aug-2009 22:40
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I called them up today and I totally agree with Tohe's scores. Of course now the call quality is fixed so I would put that up to 10/10 too. I spoke to Jay I think it was and he was able to answer my question straight away no fuss. So you have a good team there 2d.

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  # 242220 4-Aug-2009 09:54
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+1 for the call centre comment..

Keep it local, keep Kiwi's in jobs.

Definitely an incentive.







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  # 242340 4-Aug-2009 13:16
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Have called twice with a couple of questions - bit offputting to be told that there would be a wait and then get a person straight away without even a ringing tone between it, but thats just a minor detail. good service, able to understand them and so far I would rate them about eleventeen out of ten for effort. Shame about the lack of data pricing but I dont think I will be replacing any lost vodafone simcards anymore....




Richard rich.ms

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  # 242865 5-Aug-2009 09:53
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most of the people working @ 2dgrees are old vodafoners anyway so most of there customer experience and call handling skills will be thanks to VF!!

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Geek


  # 242911 5-Aug-2009 11:24
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Thanks Paul from 2degrees for the fantastic customer service.

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  # 243019 5-Aug-2009 14:13
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lets see this time next year, with the estimated customer base of 100,000 that you'll say the same for the customer experience.. gurantee more hold times, and frustrated reps.. especially with technical issues.. but from what ive heard, good on ya 2dgrees, keep up the good work..




alvstar2001

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  # 243102 5-Aug-2009 16:33
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alvstar2001: lets see this time next year, with the estimated customer base of 100,000 that you'll say the same for the customer experience.. gurantee more hold times, and frustrated reps.. especially with technical issues.. but from what ive heard, good on ya 2dgrees, keep up the good work..


They can hire me!

Im looking for a job ;)





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  # 246131 13-Aug-2009 16:30
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Now that 2Degrees have customers, I waited in a Queue for two hours and then gave up. Rang back a while later, and after about 10 mintues, was answered. The reason given for the 2 hour wait was that they are busy. The person tried to help but the problem is unresolved. Apparently they will ring me back. That was several hours ago.


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