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Originally Posted by threadbare
correct me if I am wrong but if your frustrated user could not get into the system icon either then perhaps ther are other issues with pc or user cannot follow simple commands.
you must be able to appreciate that technical support is a process of elimination and if an ntl TS guy/gal thought there was a particular problem with someone's PC and could not verify if that was in fact the cause or not, due to either system problems or user incompetence then what exactly are they to do especially after an hour and half going round in circles?
as i said correct me if i am wrong as obviuosly you know more about what happened on the call than I do
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this is because the system is locked down so that the user cant get in there.... they have enough access to do what they need and if the NTL TS rep had done a simple ipconfig they would have seen that the laptop was connected to the net.
i am also a Tech services person (not ntl
) i am shocked at the level of knowledge that people i work with i have let alone something as big as NTL, but people who fob of users with excuses like "its that last piece of software" "its your system" "itbecause your companys laptop isnt compatable wiwth our product" really should not be wasting peoples time on a help desk. if you dont know the solution say so. it make customers much more happy if you admit it and then go and find out and get back to them. ive been working in support since 1997 in enviroments from 10-10,000 users and nothing peeves me off more than people trying to fob people off because they cant be arsed to ask or find out.