Source
r/newzealand•
camraid

Orcon failure. Outsourcing 0800 to Philippines... WTF!

Terrible experience from Orcon. Faulty modem supplied, lost support ticket, Over 50 minutes total call-time, and one and a half weeks to supply a new modem to central Auckland.

Don't outsource your 0800 number to the Philippines, Orcon you cheap-skates. Kiwis don't care for foreign plastic PR talk, we want Kiwi people on the phone!

Can it be so hard to arrange a courier for a quick delivery across a few Auckland suburbs? Obviously it is from the Philippines!!!! I couldn't get a straight answer from even your phone support supervisor Jeffrey.

Only once I transferred to the cancellation desk did I get a helpful kiwi person, Sharon, who saved the whole experience from a complete fail. Why has only the cancellation desk got Kiwis on it, Orcon?

Good on you Sharon. You are a star.

-Campbell Lindsay

Posted May 15, 2015, 7:19 AM UTC

019
nzmikey•

Snap ... Snap is for Kiwis ...

They are based in NZ and even have a sense of humor and great customer service .. we ... No I managed to smash 25gb in a day ( a few hours ) of Netflix they threw in a free 200gb to tie us over till the end of the month .

On a side note .. turns out when you get Netflix the default setting is Super HD which works out to about 7gb per hr max or something

7
user12345user•

Snap are awesome - let's just hope 2degrees doesn't screw them up

3
Mithster18•

Aw what, I have to pay for excess data, how do I get 200 for free?!

1
jpr64•

Snap is awesome, blew out my data cap, called up (not realising I'd gone over), girl on the phone said "there was a 58gb download the other day... GTA V by any chance? Turns out an unlimited plan was $1 a month cheaper.

1
starskylia•

Yep, I didn't realise Netflix would eat my internet so quickly and tried to change over to unlimited but they couldn't switch it over that month because I had just paid for my capped internet. So they gave me 200gb extra for the month which saw me through. :)

1
Supertrinko•

Why is it important that the person on the other end of the phone be in the country?

7
rombulow•

Apple phone sales (AU/NZ) is run out of Austin, Texas (I asked a rep once).

They're unfailingly awesome, and prove that it can work. But I think they're the exception.

3
etacovda•

Actual western countries relate better to westerners. Funny that

2
rombulow•

Yeah. It helps when you speak the same language.

1
Mithster18•

Fluent and understandable with their English, and if they're not using VOIP it's even better.

2
Supertrinko•

That's something I can completely agree with. Fluency is important. Doesn't necessarily require a NZ call centre, just any country in the anglosphere. I've had no problems with VoIP though. It can be clearer than a phone line.

2
nzmikey•

Local knowledge and not reading from a script

1
Supertrinko•

Local knowledge I guess helps you connect with them better, but doesn't really help them help you when it's an ISP.

And I don't know that locals wouldn't have a script. They're not just going to know what to say unless Orcon hires only professionals. Which they could do in any country I guess.

3
nzmikey•

Not sure about here but the people I have delt with seem to know what needs to be done and can do it quickly ... A mate of mine is with orcon and it does his head in when ever he has to call them ...

1
Wishwushwishwush•

Would you rather a hundred kiwi phone operators or a thousand Philippine phone operators? Assuming they are paid one tenth, which I have no idea on, and assuming company wants to spend the same amount of money instead of pocketing the difference as profit.

1
nouncommittee•

The Filipinos try but they can't understand the New Zealand accent and they have no knowledge about New Zealand.

1†
rombulow•

Orcon phone support has always been exceptionally terrible.

4
jimmyjoejimbob•

Try a month to get connected. A simple change in suburb, a move to vdsl and untold hours talking to their Philippine based call centre. That feeling of relief when I ditched Orcon was great.

The Orcon call centre really coloured my view on Fillipinos for a while considering that Fillipinos I do know are generally a great bunch of people who do work hard and are very pleasant to be around.

3
lawdmaykemsqwerty•

BigPipe has the best customer service I've ever dealt with. Shame about the no phone line but TBH I don't need one

1
Xeritos•

You're a cunt mate.

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