One NZ Sylvia Park

My last week whole experience at getting a new phone and signing a new account was smooth as. Umesh is professional, knowledgeable, helpful and patient with all my tech questions. He's a super star! ⭐️

Non supportive and unprofessional.We went for a Sim swap for our business number and they said you need to get you’re managing director, so I took my MD along with me so that we can do a Sim swap inspire of giving his ID giving all the details still we couldn’t do a Sim swap, because he couldn’t remember his pin. After giving all the evidence the rude guy at one nz said he cannot help and now we don’t have a business mobile number running to run a business because of ONE NZ’s worst customer service. I’m glad we are planning to move away from one NZ to another provider.

I came in to change providers for my phone plan and was helped out by Kristin and Ashtin (I think!). They were both very helpful in getting the transfer done easily.I came in on busy Saturday and was put on a waitlist, only having to wait about 5-10 minutes to be seen, so the team was working very hard to get through everyone.Thanks again for your help :)

Worst ever customer service I have encountered in NZ . Even not deserve one star but the program doesn’t allow you choose nil . Is it One NZ culture that to ask security guards to take away customers out of store when they are not capable / don’t have the knowledge to solve technical problems? Also to hide her incompetence. the customer service staff even claimed that my iPhone is not working and stated that I need to call Apple company to solve my phone issues. If there is not support from managers, how could they treat customers that way- that ruins One NZ’s reputation.I went One NZ to switch mobile providers .The customer service (ASZ as shown in the receipt) did some work then asked me need to call 777 myself to activate my phone. I explained I have called your customer service before visiting your store . I was told I need to come to visit One NZ store physically for e-sim card. I said if you could not solve the issue , how can you expect us to do that? Then the lady in the store announced that she could activate my phone and claimed something is wrong with my mobile phone. She stated that I need to call Apple support to solve the issue. I was really unhappy about her comments. My phone has been working perfectly and no issues at all. But she made such irresponsible comments because she was not capable of solving the issue. I requested her to seek help from senior staff. but she called security guards to take us out of the store. Is this the culture of One NZ - shut down customers if you are not capable to solve technical problems? I have the right to ask my payment back if you are not capable to do the work. I was shocked, she denied that she charged us for the sim card and asked the security guards to take us out of the store. Lucky, I found the receipt to prove my payment and showed it to another customer service.

Worst ever customer service I have encountered in NZ yet. I went to get an e-sim for my existing number and 20-30 mins later one of the staff told me that I am next in the queue and should sit in the waiting area. 20 more mins and I saw the same staff member free, so I went to talk to him and he said “oh, I am done for the day and you should see another staff. I looked around and literally there was nobody in the store. Never coming back to this store again.

Communication is a vital role in customer service. Suggestion: If you guys happen to encounter customers who somehow struggle/having a hard time expressing themselves in English( as English is not their first language) and you are servicing a customer that came from the same country of origin as you and you see them struggle talking in english, It would be better if you will pro-actively communicate on your native tongue so you could assist and understand each other easilyRather than sticking on english language just to show off your accent and pronunciation making your customer feel dumb of not be able to express themselves on what they really wanted to say. To Kristine, I feel so disappointed on you. You could have handle our frustrations better if you have just come out natural on your ways of dealing our issue. You make our customer experience encounter with you so poor. It should have been lighter and good experience if you have deal with us on our native tongue. You don't need to try so hard to speak in english to tell us what's wrong, what happened and what could have done to resolve the issue. You have not sounded natural anyway and did not able to resolve our issue. Good thing that you turned over us to Tanvi, who despite not a person who came from our country of origin, she knew what went wrong, and was able to explain to us the process. She know exactly what she was doing and was saying. Di bali sana kung taglish nlg basta napaintindi mo sa amin ng maayos ang nangyari at proseso at naresolba mo sa end mo...Eh kaso

Went into store the service from Kathy was outstanding. Very helpful and was greeted with a smile and professional manner. If this is the service levels from One then this store wont be losing any customers and would be gaining new ones. Thank you for making my visit easy.

They only had 3 people working in the big store. I had to wait for almost half an before I can see someone who could assist me. One of the staff took 10 minutes to put the phone back in the store room as the customer didn't want it anymore. Are you serious, unbelievable? The staff was not friendly at all, making it worse. Get yourself more staff and Friendly staff.

Massive 5-star shoutout to the 4 staff working 29/06/23 at around 6-7pm. Riaan made the process of signing up and getting a new phone easy as. Before I did this, Kristen gave me all of the important information I needed to hear regarding the trade-in process and the 24 month interest free contract. The 2 support staff who greeted me at the door were very friendly and efficient and put me in the right spot the first time. Sadly I didn’t get their names because I want them to be recognised also, they remembered my name and treated me well. Overall a 5-star rating and experience for me!From David

They had my phone for almost two weeks and no one contacted me to collect it. I had to find that out myself. On collection it took about 30 minutes for the employee to locate it. Lastly my phone had a screen protector when I dropped it off and it no longer had one when I picked it up.