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Spintel Review

Posted: June 24, 2014 - 12:03:54 PM

Posts: 1
Joined: June 23, 2014

Plan Name: Zoom 4
Broadband Type: ADSL2+
Monthly Cost: $80
Activation Time: 50 days

Speed: 50%
Reliability 50%
Tech Support: 5%
Presales Info: 50%
Features: 5%
Value: 50%
Overall: 35%

Pros: Good range of broadband packages
Cons: Customer service is appalling. Really bad.

This company started off with a good impression and we felt like someone was assigned to our case and was responsible for our set-up. However, we have had consistent delays with the ADSL service set-up which has now taken over 45 days - this in itself was not the reason we have finally decided to leave Spintel (we still have no broadband from them). The real issue lies in their customer service and their lack of communication with their customers. Our experience with them has been that they will firstly try to get you off the phone as quickly as possible (which is comical since you will wait 45minutes to have your call answered) - in our calls with them they have also lied about actions they had taken and have provided us with false information about the reasons for the service delay. The delay was due to an issue with the wholesale provider (Optus) the details of which are not available to Spintel, however we were told that it was due to a remote configuration requirement, which (seeing as we work in the IT industry ourselves) we were able to explain to Spintel that this explanation was not something to cause over 45 days delay. We repeatedly asked to speak to a manager and were told to call back and ask for John - no last name, no direct number - it took us another 20 minutes to explain to the representative that we felt that we at least needed some other method of being able to reach \\\'John the manager\\\' at what we assume is a relatively large company. We gave Spintel a final chance and they had a new connection date in place. The day before the connection date I call them to double check all is in place, and we are told that in fact the date has been moved again and would be 3 weeks later. The bottom line is that Spintel never (not once) ever bothered to even inform us that the delay was extended. So we have cancelled our contract. Funnily enough, our new provider are now having problems getting Spintel to approve the transfer even though we have settle our account with them. Please think very carefully before choosing this company - you will be in for a ride if your service encounters any problems that require Spintel customer service.