posted this on September 20, 2012 09:35
Sorry but not impressed!
Had to wait 7 days for connection ... fair enough may be a big demand for connections.
Received email saying connection in AM .... great but was only connected in late afternoon after a number of frustrating phone calls.
Was told pin would be applied by flip team .... as we planned to go away that afternoon for a few days leaving the boarder at home ... That was not done.
We come back home, people ring us but cannot get though just a beeping noise, but we can ring out!
What no 24h phone support, put in email service request ..... no reply yet from them, ring up service team not available to 10am.
My flip experience to date is ....
Half the the price
Half the service
Twice the hassle!
Beginning to regret the move
perserve with flip mary and you'll be pleased you did
Well I'm impressed and to Mary all your qripes are unwarranted everything is explained prior to signing up.....I have found no problems whatsoever, and also give them a break like all things new there are always teething problems if you have found something to moan about give it a bit of time to fall into place first............"my life's so fast I cant keep up and then I found Flip and man oh man what a trip"
Have a happy day, week, year Mary.... things will work out for you......patience patience.....enjoy your life you only have one.
well ive had my phone connected 10days after waiting 10 day to be connected and when people ring me.. all they get is a disconnected signal,they took my money yet wont provide me with a service ive paid for!!! customer service is poor! they dont return calls,, the call centre staff are incompetent, just frustrating really! im pissed i changed companies, but these companies also work on word of mouth and my word about this company.. IS NOT GOOD!! :( im not impressed at all!!! ;( waiting for my month to be up so i can change!!
angela, you sound hard to please and nothing will ever be good enough for you
Sorry to hear about these issues.
I've investigated this it's due to the cancellation of your previous provider's service before we could connect you. Hard to tell which side is at fault, but the bottom line is, this meant that we could not port your old number to Flip.
Because that didnt happen, when you were connected, inbound calling can't work as there is no number to point calls to.
We've since provided a new number, called your house this morning and managed to get through. Hope everything else is ok?Will provide a $50 credit for issues - not the best way so start things off with Flip.
ROBERT ASTON, looks like you have to much time on your hands, these forums are created so we can exercise our rights/thoughts as a consumer and place our feedback.
however,on the upside i would like to thank FLIP for there prompt phone call at 9am this morning to rectify the situation and for the credit and to "Missy" who last night was VERY helpful courtesy and DEFINITELY knew what she was doing, i will continue to stick with flip in the meantime and give them a chance,
Only gripe is paying for a months service but not being able to use the service for the first week due to technical issues with the number I was allocated.
Also my connecting my telecom modem was troublesome, flip service told me the modem must be locked, I called telecom who informed me they don't lock their modems.
In fact after being told my modem was not usable by flip I found out how to enter my username and password replacing my old xtra password with the flip username and password.
Flippin great service .... but got it all working now .... and now am happy with the products performance so far.
So 1 month in I must say once the product is set up and running as it should, it now works great ... the service to get there is altogether another thing
.... I guess thats whats meant by a stripped down service!
Thanks for the feedback Colleen, we're working on that at the moment.
You're right the transition to Flip should have been smoother.
Hi Colleen, I am really sorry this has not been sorted for you, I am looking into this now for you, it is not good enough and I do apologise.
dreadful service---phone not going when was supposed--message minder not set till 3 weeks later&to top it all off--today get a bill from telecom because some incompetent person has not finished off the job correctly at flip ---have now been on the phone for 12 minutes listening to aaaaaaa@!$@Y^^3 music--19 minutes ealier in the week.FAIR GO would like this&other stories.Wished i had never taken on you ---flippin pain in the ass
It is a learning curve but i am super happy with the products I use. I will be staying with Flip. I have had to use the support centre a couple of times, quick to get through too! What is the title that hold music - something about focus? I love it...
NOT IMPRESSERD!! After being disconnected by flip from my previous provider, I have had no phone and NO joy untill today on out come - Which is NO they cant connect me due to the exchange having to be rebuitl. So contacting previous provider it will be another week prior to them being able to connect me with a $63 charge and a 12 month contract, so adding those together and the modem that flips technician unboxed to set up it has cost a fortune and no service for two weeks! I really cant say that my journey with flip has been a pleasant one. Trying to lodge a complaint has also been impossiable!
I am sorry for the issues you have had with your connection, I have been working with Ricky who you have been speaking with to try and get this sorted, and we have been working on this together to get to the bottom of it, as the Head of Customer Support I was made aware of the issue.
As you mentioned it is an issue with the exchange and we are very sorry that we could not get you connected quickly, we have tried to get it sorted ASAP but unfortunately it is not a quick fix we have been told. The last thing we want is to have to tell customers is that they need to resign up with their old provider, but in order to get you services we felt this was the best way, as we had not been given a definite date as to when the exchange would be fixed.
I can understand your frustrations, and I do apologise for that, but this is not a common issue and something we just did not expect to happen or could know about until the technician went to get you connected.
Heather I am very sorry, and it is certainly not the experience we want our new customers to have.
Head of Customer Support
thanks for your quick reply Leahna, but can you tell who covers the cost for the reconection and the modem that your assigned technician opened last friday not only that but now have to enter into a 12month contract, and is there a reason that when the technician checked the exchange that it wasnt noted then as was told he just needed to aquire another cable?
Reading some of the earlier comments on this forum, it appears that fairgo would very much be interested in these stories. Flip is happy to debt peoples accounts and leave them with no service?
We have been told that it was just 1 x cable that was required, then it was a glich witgh the technician, then it was an issue with the provider port and the line wasnt being released, then it was a zoneing issue and now the exchange needs rebuilding?
Really dont understand how there has been so many different stories.
I have sent an email to the one we have listed to take this offline.
'Technical issue' with account transfer so without phone and internet for two days. Even though Flip had picked up that there was an issue they sent an email stating that I was 'Good to Go'. The first call was not answered and no indication how long I would have to wait but all subsequent calls answered within a few minutes. The Technical team member helped me get the wireless modem connection setup with is not part of their service so much appreciated.
Still Happy happy happy and it is now time for my first bill. Huge saving and so glad I moved. All persevere. Totally worth it and all runs sweetly now! I have had my issues dealt with and one was the fault of another provider.
Dam people need to give Flip a break. They are new, offer your services at half the cost of normal Telco companies and alot of you sound pretty pathetic to be honest. We have not switched yet, but are in the middle of it and i am disgusted that some of you are commenting like you are. How old are you? Because you sound no older than teenagers!!! Flip we are just signed up and awaiting transfer, tell those whiners to go back to there old companies and pay double the price. They do not deserve cheaper service acting like they are. Grow the F up people and be patient
Second bill due. Fantastic service. Stop whinging!
Applyed and payed for connection on the 14/12/2012 heard nothing from flip
till i sent them email to see if they got payment they repleyed that payment made
so i asked how long before connection they told me within 7 Days ok all cool
waited sent another email on 22/12/2012 to see how connection going
Got email back saying sorry no new connections till after New Year
Just BLOODY Great they could have told me this before i made payment
now as my children are not happy due to all the wireless gadgets they got
they cant use till i get a connection i think that is what has anoyed me the most
now i asume i have to pay another month for a service that im not using
if that is the case i will really spit tacks
Whingers! We all have to get through some sort of glitch at the start but that's what happens when you get free broadband and a cheap phone service. My third month now and I AM STAYING!!!!!
We are sorry for the delay, I apologise you were not informed when signing up that there would be a delay over the Christmas period.
Your billing period does not start with Flip until your connection is completed, so you will not have to pay again until a month after your connection takes place.
As we are a prepaid service, you need to make the first months payment prior to the connection, however as mentioned your billing date is the date that your services get connected.
Signed up to flip mid December. Bit of a delay in install (tied in with my telecom month I think) and took all day with no phone (rather than 3-4 hours) but resolved through support call in the end (who were helpful). Not 10 out of 10, but not too bad for the savings I am expecting. Good luck Flip.
I arranged with Technical Support to have Chorus check my house wiring which they did. When I called Flip back to say the problem still existed they had no record of sending out Chorus or charging me in advance for the visit as discussed and that I would have to have them do the same checks again. Flips customer support person said I must have been mistaken when I said that it had already been done.
I have had a look at your account, and it appears there may have been some misunderstanding, as we had sent a technician out, but had only requested that he checked the network, not the house wiring, if we had requested to check the internal wiring, we would have debited your credit card for the fee but I have also checked our payment system to see if we deducted the fee and I can not find a record of a payment being deducted from your credit card, are you able to provide me with the information in terms of the date that the payment was taken from your card so I can investigate further.
I understand the technician did go to your property, even though we did not request that of him, but sometimes the technician will go to the exchange see if there is anything wrong there, then they will go to the house and check with the customer, even though we have not asked them to do that.
I had agreed to pay the fee and was told I would get a credit if nothing was found inside my house. The conversation concluded with Flip arranging for Chorus to call within 2 days.
Flip have my credit card number so expected that to be used for payment however your CS say this didn't happen
Ok so lets get onto getting this sorted for you, as we have definitely not deducted the funds from your credit card as I have checked your account and also the payment system and the funds have not been deducted from the card, so this is what I can do, lets get the funds debited, get the technician out there as soon as we can, so the phone line is back to normal.
We have the technician booked for today and they will be out to the property at around 7pm.
Mistakes can happen, in this case my arrangement wasn't recorded and I was not charged. If your CS Rep had handled my call this morning differently I would not have logged this comment.
Chorus said last time that they couldn't find anything but if the problem still existed when I changed to a phone with a cord to let know ie speak to them. I don't think there is anything further here to check.
Ok so you have changed the phone and you still had issues with the quality of the line?
Yes, before they came I tried changing to another wireless phone. With the latest phone with the cord, my only problem is with an eco heard by callers. They hear their own voice . Some callers say they hear the eco continuously and others intermittently.The technician said the eco is normally a phone problem but I have had it happen with three phones.
Should this be taken off line?
Good idea Susan, I have just flicked you an email...
People need to stop bitching and whining. Been connected to flip nearly a month now, took abit to get connected but once we were its the best company we have dealt with. Every business has teething problems more so if there is a huge amount of people joining. Get a life some of you and be bloody patient. OR go back to the company you are moving from.
wat woul be great is to be able to pay thru say POST SHOP or alike...not just a credit card,not all have one..and this direct dbit thing,,calling centre staff all have a diff answer about this...POST SHOP best idea flip!!
Yes we looked into that when setting up Flip and found it's an unreliable and slow method when compared to Credit Card or Direct Debit. This is really important with us when you consider the pre-pay nature of our service.
So post shop payments is not a bad idea, just not suitable for Flip.
thanks for the service....landline is working now
Impossible to get hold of customer support by phone cannot find any direct email address to flip customer services.....need to contact as I am moving house from Nelson to Auckland and need to give notice to disconnect......anyone got a email address out there or suggestions or am I just missing everything. Real easy to get hold of sales team but they just say ring customer services....awww great service !!!!
Found the contact page it was there tucked away, but its there ......yeeeeeeehaaaaaaaaa
I joined flip around a week ago, there were some problems when I first signed up (confirming my phone number was indeed to my place), but now that I am connected my broadband is so fast compared to my previous provider. Text reminders were great. Its NOT costing me the earth for a simple low GB full speed plan which I love. I was paying a lot for a plan less than 5GB but not full speed it was frustrating because I didn't need a huge amount of data! It was so hard to find a simple full speed plan at a reasonable price - but then flip came along!
Hopefully you iron out the teething problems!
I joined Flip two weeks ago. I got a email today saying that we were all connected. Our phone line and internet is not working.....so is obviously it is not connected like they say. I am happy to talk to someone about this but can't get through, I have been on hold for a VERY long time it is unbelievable. I have also emailed and have not heard from anyone.
I am starting to regret this decision and am thinking I should have paid full price for a good service, you get what you pay for obviously!
I'm with you Mary, not half price, just a few dollars cheaper. They are clearly making their savings in the call center because there seems to be only one person answering the phone (Missy) - fastest answer time = 13 minutes and slowest = 21 minutes.
Mostly friendly, but not so helpful. Just got threatened with a $210 bill unless I hang up and call back from home so she can go through the modem set-up again...
I spend 3 days calling the call center to get helps on my accounts or get technical supports, with not luck getting through. They keep putting my back to the sale teams, I left my contact details for them to call me back which the never did. frustrated and pissed, I ask to speak to the supervisor and she said she'll will definitely get someone to call me back, so i wait by the phone and never did I get a call back. Can't you flipping get some more helpful people in the call center??
My goodness.I have had only a wonderful experience since joining flip.I am saving about $40 a month and thats alot when your a poor student. Ive told lots of people about FLIP. No issues here.(MM)
Joint Flip few weeks ago for Phone and No Cap internet. Found out really dissapointed. The Internet speed always slow. Compare to my previous provider (Telstra clear) Flip speed 5 to 10 times slower. Sometimes i could not listening to radio on internet. Speed almost like dial up. I hope they could improve the speed. Not recomment at all.
Not having a very enjoyable experince so far. It took nearly a week before we got to call faults to say that the phone was not working.
15th Feb 13 confirmed that the direct debit will come out on the 15th.
19th confirmed payment from the 15th.
27th got a "Your good to go" we weren't, not a dicky bird.
27th logged a fault which got passed eventually to Chorus.
28th Chrous technician rang to ask if I was at home even thouigh I was told I didn't need to be at home, I went home and had to stay there untill he was finished took a while there were three faults.
Yay phone works, however there is one number that has a Telecom Pay phone in it that we can't get calls from.
Flippen heck manny, many calls later, still no joy, lots of waiting and the when my flat mate called tghem they were extremely rude to her.
Stilll waiting for a resolution, not sure how much paitence I have left, the whole reason we got the phone was to get calls from that particular pay-phone. Deeregulationa and splitting up of assest sucks.
I can't say I would recommend this service to anyone right now.
Low cost not much service and loads of waiting on hold, Flippen heck plipp get it together.
Ive had to phone Flip on a couple of occasions and they answer and are helpful.My money gets automatically taken out of my credit card each month .Also my speed seems to be pretty good .Still no complaints.(MM)
I totally regret changing and I will let everyone L know that your service is the worst that I have ever experianced and that you are a bunch of liars. You are just as expensive if not more expensive than other providers and I intend to let everybody know this!!!
Russell where did you get your figures from.Im saving $40 a month.No contract.I like that.Have you people ever thought it might be your modem thats playing up?As for contacting FLIP I phoned them earlier on today regarding the negative comments and got to speak to a really nice guy instantly and whats more he spoke and understood English.
i am extremly frustrated with flip bad customer service right from the start it been one thing after another!not enough staff to cover calls 30mins waiting time till you get to talk to someone.during my bad experience i had even asked to to talk to a manager to make a complaint because i was being giving so many different stories with it not being connected, i was told they dont have one and i needed to do it online i said how am i meant to do that when i dont have the internet duh!.anyway internet got sorted landline still down for days eventually got that going i was meant to be sorted on the 6th of march it is now the 19th and have just found out im not getting incoming calls.i just hope im not getting charged for the service i am not getting.2 WEEKS! come on flip you definatly are making your customers FLIP their lid
i have just gotten off the phone from woosh and my ph number still hasnt been transfered from them come on FLIP!!! What are you doing!!!!!!!!!!!
More probs with flip, they lost my phone number, told a whole lot of shit, blaming me. Noticed my phone was dead yesterday, phoned woman called missey my phone was dead. Said they are tryna find my phone number so my phone will be dead till then. Flip did not even let me know they were doing this and i had to
find this out for myself by receiving complaints people can't get through to me. My emails are not getting through and they are not answering my queries. She just hung up on me. Why are they allowed to do this. I'm going to take this further and ring the tv company to where I saw the advertisement. So so so much trouble and can't beleive i have lost my phone number of 18 years. How can FLIP do this to people, take money from direct debt, send a text all set to go and have been a prob ever since esp with my home line. So so not fair.
jane smith we had the same problems as you, mybe this whole thing is a big con
We are very sorry about the wait times and do our best to answer calls as fast as we can.
We have had some more staff join our team over the last couple of days and we are already seeing significantly shorter wait times.
In regards to particular issues, we ask that you submit a "support request" once you are logged into My Account, this way we are able to easily locate your account, contact you directly and ensure your issue is resolved as the support requests stay open until you have confirmed your issue is resolved.
Once again, we apologise about the long wait times and have taken steps to improve this.
Customer Service Representative
The carried over balance is from what you did in the billing period, and that is included in the $90 that you have paid for your bill which we are waiting for the payment to come through on, it is not another $30 you are being billed for. Sorry for the confusion there.
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