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SCM



456 posts

Ultimate Geek
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Topic # 42779 10-Oct-2009 13:28
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It would seem that since their recent TUANZ award Snap have become very unconcerned with tech support, this to the point where they simply dont reply to emails.
I first emailed via the website asking for assistance 2 weeks ago, while I revieved an automated responce, there has been no further comunication from then. I have replyed to their automated email, including the ticket number in the subject, asking when I can expect then to comunicate and still they simply ignore all corospondence.
I have always been happy with their service however this lack of comunication pushes me away from them to the point where I consider jumping ship
Way to go Snap, great way to keep your clients with you!




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Uber Geek
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  Reply # 263038 10-Oct-2009 13:32
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Did you give them a call?




Do whatever you want to do man.

  

SCM



456 posts

Ultimate Geek
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  Reply # 263039 10-Oct-2009 13:37
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Nope, I should not need to as I sent an email. To ring and email would be like harassing them, besides I would have thought they would have the decency to reply to email




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  Reply # 263040 10-Oct-2009 13:42
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Harrassment?! I don't think sending a total of two emails and then making one phone call would be considered harrassment!

Sending a dozen emails a day or making a dozen phone calls a day would be.

I'm sure your issue would be resolved if you called them and asked them why they hadn't yet replied to your initial email. I can't comment on why they haven't replied and yes it is annoying, but I'm sure a phone call will at least help to shed some light on it.

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  Reply # 263054 10-Oct-2009 15:11
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I just got set up with them this week and being the clumsy ignoramus that I am I have had to request assistance four times over the course of the week, and on each occassion they have been prompt and professional.

Perhaps your emails just got lost in transit somehow?

Will not stab you
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Master Geek
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  Reply # 263154 10-Oct-2009 20:41
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I have always had prompt responses to the emails.

If I email someone and don't get a reply, I assume they did not get it and ring them.

I find that perhaps 5-10% of my email goes astray (I dont use snap as an email provider).




Recursion: See recursion.
--
“It is important not to let the perfect become the enemy of the good, even when you can agree on what perfect is. Doubly so when you can't. As unpleasant as it is to be trapped by past mistakes, you can't make any progress by being afraid of your own shadow during design.”

     --Greg Hudson, Subversion developer

SCM



456 posts

Ultimate Geek
+1 received by user: 46


  Reply # 263173 10-Oct-2009 21:33
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I have sent them 4 emails over the last 2 weeks, somehow I dont think all 4 will have been lost lol.
Guess ill have to ring them on monday even though i should not have to, they should reply to emails rather than ignoring them :(




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Ultimate Geek
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  Reply # 263210 11-Oct-2009 01:42
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I've been emailing snap about their International speed problems over the last few months. From this experience you can expect a reply within about 3 days or so.




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Reply # 263220 11-Oct-2009 04:58
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SCM: Nope, I should not need to as I sent an email. To ring and email would be like harassing them, besides I would have thought they would have the decency to reply to email


You are funny!!! Cry I wonder why they bother having 0800 number if they dont like being harrassed lol...

Btw, what is the problem with your Snap BB?





SCM



456 posts

Ultimate Geek
+1 received by user: 46


  Reply # 263248 11-Oct-2009 11:15
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Ironically its an email issue related to my domain. Simply put, I asked them to make an edit to the PTR Record.
Also I had an issue sending webmail from my @snap.net.nz account which is now fixed but they did not reply to a help request related to that ether :(




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SCM



456 posts

Ultimate Geek
+1 received by user: 46


Reply # 263604 13-Oct-2009 00:11
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amazing, they finally replied this morning just before i was going to ring, only 2 weeks late =.=
I guess miracles do happen ;)




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