I want to compliment one of your excellent employees Eric he went to great lengths to help me, and also to Richard.
I just wish to say thank you for the help that I have had over the last couple weeks in solving the problem that we had with our phone. I mention here: Peter, Richard, Chris and David. They all were so obliging and helpful, and nothing seemed any trouble. We have been with Actrix for 16 years now and cannot fault the service that you offer. Ther are many other people that over the years have also been so helpful. Thank you to a Great Team.
To the team at Actrix thank you for outstanding support over the last few days.
I've been a big fan of actrix for many years and the service has just gotten better and better over that time. This is just a quick message to once again praise the great work you guys have done in getting fibre installed in my new place. It takes good planning and great relationships with the right people to ensure implementation dates are met on time. Once again you guys have proven that when you plan things and provide dates to achieve outcomes, they actually do happen on those days. So between you guys and Chorus, brilliant work. Couldn’t suggest any improvements to your service because you’re already operating at a platinum standard. Keep up the good work.
The fact that in today’s increasingly depersonalised world all calls to Actrix are responded to by a ‘walkin’ talkin’, living soul’ is a point of difference greatly appreciated from day-one of becoming a customer.People matter to people. Your staff have invariably proved patient, positive and extremely helpful – bless ‘em all.
I would like to pass on my appreciation for the Actrix helpdesk team. Every once in a while something goes wrong with our network connection and I phone your team for assistance. Invariably I get polite, patient and expert guidance. This morning was the most recent example. It took two fairly lengthy calls, first with Eric and then with Peter to resolve the issue but we got there in the end. Thanks to both of them. Actrix may not be the cheapest service available but the standard of your help service makes up for any minor cost differential. This is reflected in the annual comparisons of user satisfaction ratings. Keep it up. Tom
Ka kite Vodafone and crap service. Hello to the Best little ISP in New Zealand - Actrix. Just got connected to ultra fast broadband with Actrix. Actrix made everything a breeze. Even the Chorus contractors were great. If you're considering a new ISP I recommend Actrix. Thank you Howard Lewis.
A big thank you to your team after having my Ultra Fast Broadband installed. My internet was going fine but I had no phone. Your team established that Chorus had not connected the leads correctly. A big thanks in particular to Chris for efforts and patience on a Sunday afternoon.Regards, Ian.
We recently moved into a new sub division in Kumeu Auckland with the resulting challenges of getting UFB installed. Add to that we boarded with family for around 5 months. Throughout this whole period we wanted continued email services and then of course, a UFB account with the ISP. As has been the history of our time with Actrix, the service support has been nothing short of outstanding, whether it is just arranging for continued email accounts to connecting with Chorus, and then sorting out the data network in the house (not an Actrix problem actually), we received service that must be one of the star performances of any service provider. The staff in support , Howard (who went way out of his way his way to solve our installation issues), Caitlin and Carl are staff that are absolute gold for a service provider. We cannot say enough about this organisation, other than to strongly recommend them to others (and we do regularly). Thank you Actrix team, you must be one of the top performers in the industry if not the best. Kindest regards and may you grow from strength to strength, you deserve to.
I would like to take some time thanking your team very much for the wonderful service you gave me, in the last few days when I had no telephone or internet service. Last Thursday evening at 6pm, our telephone and internet stopped working. From the time I first telephoned Actrix to advise you of the fault on Thursday evening, to the time it was finally connected at 10.30am today, I was given wonderful service. I particularly appreciated the telephone call from Brendon this morning, to confirm our telephone and internet was now working. Very good customer service with follow up. Can you please pass on my thanks to Brendon.
Thanks for the swift reply from Caitlin, and for exemplifying what customer service should look like! Swift response from somebody who read my email, understood my questions, answered all of them — and can write complete sentences. Sadly it’s a rare experience these days, so thank you for doing your job so very well. While I singled Caitlin out, it’s typical of every interaction I’ve had with Actrix.
Three other ISPs we contacted did not bother to find out, told us we were 12th in line, put us on hold forever or did not ring back. In total contrast, Actrix staff were actually ‘available’, polite and knowledgeable and answered all our questions immediately.
So thanks very much and we will recommend Actrix to our neighbours down the road.
I recently transferred my phone account to Actrix after reading the Consumer customer reviews.
The transfer from Flip was convoluted. Your staff eventually got it sorted.
They were friendly, professional and customer focused. They were prompt in answering my calls.
After my experiences with Spark and Flip I can only say that I am very grateful to now be one of your subscribers.
...It’s just so nice [getting help from] people who are friendly, understanding and simply pleasant to deal with!
Also you know it takes a lot for me to praise people! Maybe I’m getting soft in my old age? Or the group of people and the teams are putting together are just that good!
I eventually rebooted the modem and that seems to have fixed the problem. Computers are sometimes very frustrating things.
So many UK companies had asked me to join them but I feel as you are providing an excellent service to your customers and I still prefer to stay with you. Wish you all the best in trying to keep your service at the top end.
This was from Spark to Actrix and although at the time I was unimpressed with the fact that my internet was not working after the changeover. The support person had a great deal of patience and went out of his way to facilitate the change and was prepared to work with me to find a remedy and resolve it.
So once again thank you for your support and persistence and for being courteous and polite at all times even with put under pressure by me.
I rang up this morning to request assistance with some email related issues that I have been experiencing over the last few weeks. Despite it being a lengthy issue to resolve, Tom was very professional, polite and extremely supportive.
It is very satisfying that a customer is treated in such a way. I really appreciated having our email problem sorted, and feel that it is important for senior members of Actrix to know that your support staff are meeting your customer needs.
Chorus called by this morning and confirmed that all was well with the line, and that I had hooked everything up correctly... So, thanks again to you all and especially Tom.
It is so good to have a call Centre based in good old NZ. Consumers NZ Rate Actrix as one of the Best ISP’s in NZ.
I have been with Actrix went I bought my first computer... and I had a year’s free 100 hours dial up internet with you. I have had great service, and several of the bigger companies have tried to get me to change. I have always said I am happy with Actrix.
As well as those who've told you that they find your service excellent you should know that there are many more who do but don't get around to telling you.
I've never had any inclination to change from Actrix and have suggested to several friends that they give you a try after trouble with other ISPs, which they have done and then remained loyal, doubtless with good reason.
All the best for our futures together.
Second, when I needed to talk to someone when I was deciding which ISP to use, it was easy to get through to real people who helped. So it's great you've improved things, but your service was already so far ahead of other companies!
In short, just emailing to say you guys are awesome and I am a very happy customer.
My initial enquiry to Actrix was probably a bit naïve, but I received an immediate response which was most helpful, and I then went through the rigmarole (excuse the expression) of working out account names and passwords, all of which I managed to make a mess of both first and second times around.
I was patiently and politely steered through this by Caitlin – even during the weekend, which really surprised me, and it’s all up and running perfectly. She has my high commendation for this...
I recently had a PC corruption of some sort, and was unable to use email. The nature of the problem made it very hard to diagnose, and it was difficult to revert to a clean restore point. I thought at one point I'd have to do a clean re-install of Windows 7, which I was hoping to avoid.
The 'Peters' who were manning the Support Desk one week-end were extremely helpful, even to the extent where one of them called in on his way home just to have a look for himself and to check a few items.
I have been an Actrix customer for a long time, so this level of help is much appreciated, and one of the reasons why I've been happy to remain a customer. Keep up the good work.
Firstly the email indicating how close we were to using our full monthly broadband allowance was really useful and so much better than only finding out afterwards.
It also alerted us to something unusual going on and the first person I spoke to was very helpful in talking me through the graphs of broadband usage and what they meant.
Since then I have had numerous email and phone conversations with members of your team and each one impressed me with how responsive they were to my concerns and committed to resolving them.
Caitlin is the only name I have and she has been brilliant today trying to solve our mystery uploading issues.
Please pass on my thanks for they way they minimised our frustration and made us feel that they were really on our side.
It is a major point of difference and I always recommend you over the others. On a personal note I have had to use the helpline on several occasions and always found it to be the most efficient I have come across.
Thank you for your continued service in this way.
I simply would not care if Actrix was slightly more pricey than other providers, because this extra level of care for your customers is worth far more than any monetary figure. Actrix has, since we became customers of yours, been impeccable in their service and follow up. Any other provider I have ever been with doesn't even come close for service. Maybe Actrix should start running classes for other service providers to teach them a lesson or 2? Haha.
Actrix is, as far as I'm concerned, the best in New Zealand for service and response. For this reason, we will never go to another provider, regardless of their pricing.
Please pass on to your management, and the rest of the support team, how one of your customers feels. I know I am only one in a massive number of clients you will have, but the help and support received from Actrix during difficult times has made it that little more bearable.
I look forward to remaining an Actrix customer long into the foreseeable future.
Although I don’t call often this service is one of the main reasons why I stay with you and often tell others how good I find you.
So a very big Thank You for your help and your customer services.
You have sent me a new Wireless Modem to replace it and, for that and for the help, I am so grateful.
Even as a totally non-techno 85-year old, I was able to hook it up and imagine my joy to get straight back on line! Well done Actrix.
I've been with you for 14 1/2 years and I shall never change :-)
I was helped by one of the staff and [was] walked through from A-B to fix the problem [with] the Internet connection.
Also I asked for VDSL and was helped with more explanation about if VDSL right for me or not and what would be the speed difference between current ADSL and VDSL.
The way I was treated I don't see that in many company specific in phone line support helpers... I forgot to take his name but honestly he deserves positive feedback.
Find him and give him a small award to make him continue doing the good job.
I have been a customer of Actrix since my first exploration of the Internet. That was before the days of browsers when difficult to remember and complicated commands were required to access what were, if I remember rightly, mostly bulletin boards in those days. In those days there was a 'known personally' relationship. That's what kept me with Actrix when, for a time, Actrix service deteriorated markedly and I nearly left for what seemed better service elsewhere. Then Actrix addressed the problem of poor service, solved it, and has provided the top line service that has kept me in my Actrix home ever since.
When I have had to visit you personally say, to borrow a modem to help solve a problem, I have always felt welcome. I haven't visited you at your new premises yet but I am sure that when I do that will not have changed.
I look forward to many more years of Actrix service.
Thank you! And good luck to both old and new actrix staff!
Well done guys! I have the impression that we are your only customer, but I am sure this is not the case but evidence of your personal attention to everyone’s problems. When we move to another house at the end of the year Actrix is the first thing we will pack !
I phoned Actrix on Saturday afternoon needing help as had problems with my new laptop receiving e-mails. I appreciated the time Cameron took with helping me and the patience he had dealing with someone who has only a little computer knowledge.
He has a friendly, professional manner and nothing was too much trouble for him. He has a good knowledge about computers and was able to solve my problems with my laptop. I will remain a customer of Actrix with the high standard of customer service I have received.
Many thanks again from a satisfied customer.
Many 'thank yous' for the informative update on whats happening at Actrix - nice to know. I too would like to put my 'bobs worth' in and say every time I have had to ring the help desk the staff have been brilliant. You all do a fantastic job at Actrix, keep up the good work. I have ever only been with you chaps, but have recommended you to many. Strangely enough, some people have never heard of Actrix, so I give them a wee [spiel] on being NZs first internet provider and always winning the top award for service... but I get my point across anyhow, and always give you guys a great rap.
Very sincerely yours,
We live right on the edge of Broadband capability in Wanganui on a lifestyle block. Our previous provider whom we had been with for many years informed us when we moved here “don’t know if we can provide Broadband, chuck us $80 to find out when we re-connect you." $80 extra bucks and no broadband.
We were using Data via a smartphone- which became very expensive with children at school/online etc. We tried another large provider after seeing their advert- only to be told the same thing. [...]
I tripped over your website and when I made contact I was very pleasantly surprised to find out “we’ll do a deep-level check first to see if we can” (answer was yes) then “we’ll do the connection, there will be no charge if it doesn’t work. We can’t charge a customer for something they can’t have.”
Connection went in [without a problem] and we have enjoyed good speeds and far cheaper rates for internet etc. For that I thank you and your team unreservedly. I spout your praises to all who I discuss this topic with “why is it the two biggest telcos in NZ can’t do what a little company in Wellington can?”
I used to own my own business and never ceased to amaze me about how a little bit of special service, a little bit of extra care can make a huge difference and gain a customer for life. I wish you and your team all the best- keep doing what you’re doing!
We joined Actrix back in about 1990 and until 2012 had excellent service. We then moved to the South Island and could not get Actrix where we were moving to. We still kept paying the $5 a month so we could keep our email address.
We recently realised that Actrix had expanded to the South and quickly rang to have Actrix as our provider. The switchover went really smoothly at Actrix's end. The guys were so helpful, and efficient. If they said they were going to ring back they did so.
David B in particular went above the call of duty and helped me ensure that both my iPhone and iPad were set up correctly so that I could receive email […]
We had a small problem with us not being able to make toll calls (free with our bundle we chose) and it only took the guys 20 minutes to sort the problem out.
Once again we are pleased to have you as our provider. Keep up the great work.
I just wish to acknowledge the good service we received early this week after our WiFi Modem Router failed to work.
On Saturday evening (4th Jan) we rang your help desk and explained the problem. We were told a replacement would be arranged on Monday (6th). Details were exchanged to ensure the replacement could be attached without delay.
The replacement was picked up on Tuesday (7th) from your office (we were offered delivery).
The new modem router worked immediately. It was good to experience a smooth arrangement working as promised. Thank you,
Your Season’s Greetings are warmly reciprocated. I’ve been an Actrix customer for as long as I’ve had a computer, and, despite the blandishments of other providers, fully intend to continue as such I haven’t needed much support of late (touchwood!) but have greatly appreciated the seemingly endless patience of your people when I have. It means a lot. With thanks and best regards,
Hi Actrix Team,
I was helped by a gentleman named Filipe. I would like to say that the advice and patience of this man was fantastic in helping me solve the problem. I have always received warm and friendly (and helpful) advice from your team, and I would like to once again thank you.
A friend of mine from Greytown has just changed to Actrix for his home broadband and phone. He is thrilled, won’t stop going on about how good it is and he wanted me to pass on his sincere thanks to you, and to tell you that he’s going to “spread the word” about you guys.
I would like to thank you Guys for the wonderful service you give, I have been with Actrix since 1999 and couldn’t wish for a more helpful bunch of folk, after four new computers over that time, your staff have had the patience of Job with me, being not too conversant with the technology, (but still able to have ago) and their perseverance has prevailed so many times.
This does make life so much easier for an old codger like me, As they say you rock!!! in these days in more ways than one, it was scary enough in Nelson, I was so protective of my new computer, I just held onto it as it was downloading MB of data at the time so thanks for keeping up your wonderful service credit where credit is due............ Thanks again Sheridan
I initially joined Actrix due to their high customer satisfaction ratings in Consumer magazine. I have previously been with Slingshot and Xtra but their customer service was appalling.
I am happy to say that the Actrix service has always been excellent and in some cases, even better than that! (when I was trying to connect my Blu-Ray to the internet last fortnight).
With the current plans, the offerings are also competitive and my natural skepticism was overcome very quickly once I joined. I am slowly but surely converting my friends/acquaintances.
Wishing you plenty of continued success.
Great to hear you're expanding. Actrix came recommended and has been our ISP for the last four years - the service we receive is awesome!
I wanted to write to acknowledge an actrix employee who was SO helpful to us on the phone today, his exceptional customer service, his lovely demeanour and great knowledge was amazing. His name was Brett (from New York). Thank you.
I would just like to say thanks to your support staff who patiently worked through this problem with me until it was resolved. The service was great and has continued to vindicate my decision to change to Actrix a few years ago.