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Spintel

Spintel Review
 
 

Rgreen
Posted: July 24, 2013 - 12:02:37 PM

Posts: 1
Joined: July 23, 2013

Plan Name: Home, internet and mobile
Broadband Type: ADSL2
Monthly Cost: $99
Activation Time: 5 days

Speed: 45%
Reliability 30%
Tech Support: 10%
Presales Info: 30%
Features: 30%
Value: 30%
Overall: 29%

Pros: None
Cons: Terrible Customer Service

Comments:
Joined up with Spintel about 2 weeks ago.

1. Modem delivery details incorrect - 2nd delivery (4 days later)arrived, but only after I sorted it out. 2 hours on phone
2. Modem would not connect. 3 hours on phone to sort out.
3. 2 x mobile services still not connected. 2 x replacement SIM cards sent. Still not working and seemingly no hope of resolving. 8 hours on phone so far.
4. First bill has arrived (for services we aren't receiving). Billing details wrong. Waiting for a call back now for 3 hours.
5. No internet for 12 hours.

We are running a business. We've had no mobile coverage for a week, internet disruptions and zero customer service.

Dreading the next 2 years of our contract.

Cannot recommend Spintel. What a nightmare.


Spintelrep1
Posted: October 25, 2013 - 3:51:09 PM

Posts: 6
Joined: October 25, 2013
Hi Rgreen,

We appreciate your feedback and apologise for the seemingly poor experience you've had with us in the past.

I would be interested to see where the delivery instructions and billing details went wrong and would be happy to look in to this for you. Did you sign up online?

I would also like to advise that we have, and are continuing to, work very hard on improving our call wait times. We have employed a new wave of representatives in the last couple of months, who have completed training and are now resulting in reasonable call wait times.

Should you still require any assistance, you may phone our call centre on 1300 303 375 or email me at social@spin.net.au and we can arrange for further investigation.

Once again, thanks for your feedback and I'm certain your next interaction will be far more positive.

Kind regards,

Nathan @ SpinTel