moaningmags
23-09-2007, 19:00
Hi,
Just wanted to make people aware of something.
Your internet goes off, you reboot, still offline,
so you phone the status page and it says there
are problems in your area, so you know what the
problem is and sit back and wait for it to come on.
(Some people actually do this)
Say, it takes 2 days, in the meantime you've called
the status page and it confirms the issue is ongoing.
After the 2 days it's back on, so this is when you call
in to get credit for time offline, only due to the fact
you haven't called in to tech support and you don't
have a reference number for the fault, again cos you
didn't call in to confirm it, there is no record that you
were affected by the problem that kept you offline for
2 days.
That means no credit for time offline.
I think that's out of order from the customers' point of view.
I also think it's quite right from the agent on the phones' point of
view as can't credit when you don't see a record of a problem.
My long winded point is even if the status page says there's a
problem in your area, phone to confirm it, either to tech support
or to customer services asking that a note be put on your
account saying you are part of an outage stated on the status line.
Having recently read that the ticket archive has been removed
and can no longer be viewed by customers, it makes it even more
important that there's a record of when you were affected by an issue.
Mags
Just wanted to make people aware of something.
Your internet goes off, you reboot, still offline,
so you phone the status page and it says there
are problems in your area, so you know what the
problem is and sit back and wait for it to come on.
(Some people actually do this)
Say, it takes 2 days, in the meantime you've called
the status page and it confirms the issue is ongoing.
After the 2 days it's back on, so this is when you call
in to get credit for time offline, only due to the fact
you haven't called in to tech support and you don't
have a reference number for the fault, again cos you
didn't call in to confirm it, there is no record that you
were affected by the problem that kept you offline for
2 days.
That means no credit for time offline.
I think that's out of order from the customers' point of view.
I also think it's quite right from the agent on the phones' point of
view as can't credit when you don't see a record of a problem.
My long winded point is even if the status page says there's a
problem in your area, phone to confirm it, either to tech support
or to customer services asking that a note be put on your
account saying you are part of an outage stated on the status line.
Having recently read that the ticket archive has been removed
and can no longer be viewed by customers, it makes it even more
important that there's a record of when you were affected by an issue.
Mags