Quote:
|
Originally Posted by threadbare
not suggsting that at all
my point is that it can be very difficult to fix a problem when a new agent comes up against a knowledgeable customer. it can be quite intimidating for them and it is easy to make a mistake
|
Sorry, I mis-understood you!
I thought you meant that NTL employed un-trained Tech Support people who had to gain knowledge by just working there. This would have been intolerable, as tech support (TV, phone & internet) is part of what I'm paying £85 a month for.
There's still no excuse for the lack of knowledge shown by some of the support people. Okay, it's unlikely they will be all-knowing guru's, but they should have a grasp of the basics. The guy my mate dealt with in the example obviously didn't, so something is wrong. Perhaps he was standing in temporarily, I don't know. Either way, he wasn't knowledgable enough to do the job, and this is wrong. If I'm paying for a service, I should get it.
I'm not saying that all NTL tech support people are incompetant, far from it. But I think some of its staff leave a lot to be desired. And that's the company's fault.