Moose Mobile
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Genuinely shocking and apathetic…
Genuinely shocking and apathetic customer service and absolutely terrible NBN. They genuinely do not even try. From the day I connected, I experienced 1 to 4 drop outs an hour in my NBN connection. The drop out would happen at unpredictable intervals, somtimes 5 minutes apart and sometimes half an hour, and take on average 3 minutes to reconnect. I called Moose a few times. After a couple of calls, I pushed for an NBN tech to come out. One of the tech support guys made an appointment for an NBN tech to come out if their investigation found an issue, and that I would be notified either way. Neither of these things happened. When I called again, I was told it was because the investigation found there was no problem. No reason for why I was not notified of the outcome, or informed I did not need to be home at the arranged time. I was later told by another tech support guy I spoke to that an NBN tech would not come out because their investigation found no issue, but when I asked what would happen then if the next thing he told me to do (trying to prove to me that my hardware is the issue), he told me that then the NBN team would investigate... when I said that I had been told a few times that this was already done, and I had been informed nobody would be coming out, so this was circular and not likely to be of much help, and pushed to know what would happen to resolve the issue if I did what he asked and it also did not work, the tech support guy became tetchy with me and behaved as if it was unreasonable for me to expect there to be some actual assistance aside from fob offs. I ended up cancelling my service. When I called to do so, the very chirpy man on the line did not bother to ask why I was cancelling it. The kicker is that since the moment another provider took over, I have not had a moments drop out. How could this have been improved upon? 1. If someone has called multiple times about an issue, send a tech out. 2. Tech support would ideally understand that clients are paying for a service and have the right to expect that service to be functional. People who call in are not doing so to be difficult, since nobody wants to spend ages on the phone multiple times about a utility that is not working. I suggest that there might be incentives to tech guys who resolve an issue first time around. Send reviews for each call out so they have an interest in doing a good job perhaps. I understand it would be a fairly thankless job, but at the same time, apathetic or next to dismissive service is not helpful. 3. If someone calls to cancel a service, perhaps it would be worth asking why exactly this was being requested - frankly when I called, if I was informed my issue would be taken seriously, a tech sent out and it would be ensured that it would be resolved, I would still be with Moose right now. 4. If the company does not want to send techs out after something like 3 calls, offer something like a tech could come out, but if the problem was the clients error and need not have had a tech out to resolve, then there would be a fee. I would have been happy with this. I just wanted to have my service work and be reliable, and to know there was some chance of resolution at all.