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Originally Posted by Avatar
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. |
there is always going to be a small proportion who fob ppl off - these are most likely the ones with limited knowledge.
you have to be carefull with work laptops though as u dont want to cock up the setting they use for work. however I do not know what went on during the call. you seem to be in the best position to understand what the agent did or didn't do. From what you have said thus far - his/her knowledge was obviously limited. I would hope they are in the minority