trustpower.co.nz

Unreliable and terrible customer service

Would give a minus rating if it was at all possible. Would never recommend this company to anyone - ever. Gave 15 days notice for a broadband connection to be transferred from one property to another. On day 15, the internet was not connected. Called them and were told it was partially done and to call back the morning after to get the rest done. Said and done, called back the following morning and got told it would be up to another ten days for it to get connected - a total of 25 days for the connection to get transferred. The customer service then told us it doesn't matter that we gave them ample notice of the move - they apparently got the notice and decided to just sit on it until we actually needed the internet up and running at the new place instead of actually doing anything about it.Asked for an email to be sent to us outlining this for our record, which the customer rep refused. Also asked for a manager to get in touch first thing on the Monday morning after this (two days later), to which the response was that she couldn't promise anything. Needless to say, no manager ever got in touch - nor did anyone else. Left a Google review and in a response from Trustpower, was told to read the fine lines in the agreement - which we had, hence the early notice, and then that it would take 2-5 days for it to get connected - this was 17 days after having given them the notice of the need to transfer the connection. We needed the internet up and running due to work from home and university distance study commitments, hence the early notice.After Trustpower apologized in response to the Google review and talked about wanting to improve on their services, they non-the less failed to get a manager to contact us. Disappointed and frustrated with the exceptionally poor service from the business, we called up to cancel the contract - and were told we still need to pay for another month of the internet connection that they are not even providing. Our advice is to stay far, far away from this company no matter what benefits they may offer to try to lure people in. From our experiences of having been customers with them, they're expensive, difficult to deal with and extremely unreliable. We're now in the process of moving across to different power and internet companies and can't wait to never have anything to do with Trustpower ever again. The company we decided to transfer to were able to get the wireless done the same day and the fibre done on the first working day following on from the weekend. Trustpower might want to learn from other NZ companies who actually knows what they're doing, and does what they say they will do.On a side note, we don't normally leave reviews online, but our experiences of dealing with Trustpower are just absolutely appalling and has left us absolutely flabbergasted at the poor customer service we've received. It has also put us in a very difficult position for work from home- and distance university study commitments.

Date of experience: Jul 18, 2022