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#63187 22-Jun-2010 12:01
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You don't see many companies who get a service like this right in nearly every single aspect in one attempt. This is an e-mail I sent this morning to 2degrees:


In a word. Exceptional.

I just thought I'd take a minute to share my initial experiences with my new favorite mobile provider.

I purchased a sim card online last week. Despite New Zealand Couriers' abysmal courier performance - delivery was attempted once, I was posted a card to call dated 16-06-10, the letter reached my mailbox 19-06-10 (Sat) giving me five days from the date on the letter to pick the parcel up, the courier office was closed Sunday giving me only Monday to pick it up or have it returned to sender :(

This, of course, has nothing to do with 2degrees and luckily my days off this month are Monday and Tuesday so I managed to grab it in time. I popped the sim card into my aging Sony Ericsson K610i (soon to be replaced by an HTC Desire) and called 0800 022 022. I was greeted by a friendly sounding IVR who offered to setup my PIN and voicemail. I chose to setup my PIN but wanted to port my existing number so chose to setup my voicemail later. I was impressed by the efficiency and clarity which was programmed into the IVR. I had no doubt as to what I was doing at any time.

After hanging up, I browsed to the 2degrees website and created myself an account using the provided 022 number and an automatically generated password which was sent to me via SMS. Despite not being a fan of overly colourful and cartoon-like websites I found it a pleasure to browse. Everything I could ever want is only a click or two away and the entire site is very well planned. Big kudos to your design team.

I clicked on the 'Bring your number' link and was greeted with a simple page asking me for my current number, whether I was an on-account or prepaid customer with my last provider and my account number as I was an on-account customer. I then actually read the disclaimer conditions as they weren't 8394768576 pages long and were written in plain English which was easy for me to understand. The same goes for your privacy statement.

Three hours after clicking the submit button my number was ported. I was notified via SMS again from 2degrees and I decided to go back to the website. I had been automatically logged out and decided to try something which I didn't expect to work. I entered my new (ported) number and password. To my surprise I was logged in and everything was as I had left it.

I can assuredly say that you have an extremely loyal customer now, 2degrees. Not only am I impressed with your fair pricing but the obvious effort - possibly belied by its simplistic interface - that has gone into your website and its back end has me stunned. You have outdone the two incumbent mobile providers with a single leap and will likely remain ahead of them for a few years without updating a thing.

I have a suggestion for you though (being the perfectionist I am...)

When I specify my address details you are able to enter your street number and search for your location (making use of some address database like the one NZPost offers). I was not able to specify an apartment or unit number as part of my address and instead had to write the apartment number followed by two spaces and the street number.

I can imagine this isn't likely to cause grave problems but adding an optional unit/apartment/flat number would be an excellent improvement.

To sum up, I find your website and - as far as I have tested - performance top notch. I have called your customer care centre once (I'll likely only use it once, I'm one of those customers ;) and my experience was excellent. Thank you for an excellent service.

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juggalo28
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  #344214 22-Jun-2010 16:26
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yeah that nice to hear your story , i did the switch the day they started and i got to say. they r a great at helping you out with anything . vodafone who i spent 11yrs with were never that helpful . I love 2 degrees.

alasta
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  #344230 22-Jun-2010 16:54
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It's interesting to see the constant string of complaints from people about Telecom and Vodafone, versus hardly any negative feedback about 2 Degrees. It's great to see the newcomer making the most of the opportunities opened up as a result of the atrocious customer service offered by the big incumbents.

 
 
 
 


ajw

ajw
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  #344234 22-Jun-2010 17:06
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Have been with 2D since they launched and must say I am still a very happy customer.

SteveON
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  #344235 22-Jun-2010 17:11

It might have something to do with not over promising and actually providing good customer support.

For example they do not promise a full 3G network, or have the arrogance to charge for customer support or have an offshore call centre....



That could all change though. VF used to be the cool guy.

bazzer
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  #344409 23-Jun-2010 08:10
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Of course it will change in time, but for the time being, they're great!

nzkiwiman
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  #344696 23-Jun-2010 22:11
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Sounds exactly like my experience. After being on Vodafone Prepay for 10 years, I made the switch this week and it has been a fantastic experience. I deal with Vodafone every day with our work connections and it is always so much of an issue to call the call centre (our sales rep - not so much)

richms
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  #344872 24-Jun-2010 13:36
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Their address and name thing on the website was aweful when I used it last, telling me that my email address was invalid (it is not) and that my last name was not valid either (again, it was not)

calling CS sorted that out, but I was still not able to edit any of the details on the site since it validated everything not just what was changed. I havent gone back in a few months so they may have sorted out their over zelous address and name etc verification problem.




Richard rich.ms

 
 
 
 


nzkiwiman
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  #345616 26-Jun-2010 22:03
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nzkiwiman: Sounds exactly like my experience. After being on Vodafone Prepay for 10 years, I made the switch this week and it has been a fantastic experience. I deal with Vodafone every day with our work connections and it is always so much of an issue to call the call centre (our sales rep - not so much)


Had my first issue this week
Took two and a half hours to receive a voicemail notification, and I also got a message saying I had 10MB left on my data pack.

I only have a text pack.

SaltyNZ
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  #345619 26-Jun-2010 22:13
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nzkiwiman:

Had my first issue this week
I also got a message saying I had 10MB left on my data pack.

I only have a text pack.


Ah, yeah, sorry about that. We're working on it. :-(




iPad Pro 11" + iPhone XS + 2degrees 4tw!

 

These comments are my own and do not represent the opinions of 2degrees.


SteveON
1917 posts

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  #346027 28-Jun-2010 13:20

SaltyNZ:
nzkiwiman:

Had my first issue this week
I also got a message saying I had 10MB left on my data pack.

I only have a text pack.


Ah, yeah, sorry about that. We're working on it. :-(


Can you guys please please fix your messaging system?!
You really need to get someone testing this fulltime.


On Sunday morning I received 2 texts - One saying i have less than 10mb left and one saying I have bugger all texts left.

The issue is that I had 183 texts and 30MB left when I checked via wap.
I have no text pack because I get about 700/month from topping up


I can see where the texts issue came from - I top up about every 3 weeks, so it may have told me that my texts from my previous 'magic' top up had run out. but this didn't need to be sent because I have more.

But I cant see where the data issue came from!

2degreesCare
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  #346054 28-Jun-2010 14:46
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Hi SteveON - I've raised this to our Customer Support team. It is a known issue that's being looked into.
nzkiwiman - can you send me a direct message with your 2D number and the times you got these messages.
Apologies for the inconvenience guys!
^POB

Pwned
105 posts

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  #346309 29-Jun-2010 11:51
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+1 on the thread starter. We've been with 2Degrees since they started, ported both our 021 numbers. And I can say they are awesome! Website is easy to use. CSR's are well informed about what's happening on the company. Even when we moved to Blenheim earlier this year I stuck with them. Good on you guys! Keep up the good work.

astra
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  #346341 29-Jun-2010 13:20
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Yay someone else who is a fan like me! I fully agree with everything stated by the thread starter. 2degrees is very straight to the point and their CSR team are very helpful and really listen to what you have to say. I was with vodafone for around 10 years and never once found them easy to deal with. Mostly just rude and have no idea what they are doing.

I remember the days when Vodafone use to be cool.. but not anymore.
But thanks for sharing this story!

Well done 2Degrees!!

keewee01
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  #346417 29-Jun-2010 17:02
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Have finally taken the plunge! I had an unactivated 2degrees SIM hanging around from when they started up, so I've thrown it into my phone, registered, topped it up and bought a data pack.

Hell - online stuff that has refused to work on Vodafone is working under 2degrees... Roll on November when I can port my number over!!!!

SteveON
1917 posts

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  #346418 29-Jun-2010 17:12

November?? Oh your plan ends?
Yeah its going to take a wile for 2degrees to pick up all the people stuck on contracts. I actually ended my contract early to switch over, made my money back in 2 months!

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