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Originally Posted by ianathuth
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How would calls be classed that were insoluble by TSB? By that I mean calls such as "I have a problem with my email" made during the very lengthy period that email has been a problem. The TSB guy replies that they know that there is a problem with email that will be fixed at some unknown time in the future so the caller doesn't bother to call back. According to what Jimbo said that would have been classed as a FTF as the caller didn't call back although we all know that it wasn't fixed.
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well of course that is a fix! the caller is made aware of problems which will be resolved by ntl's engineers. there is no need for them to call back as the problem is being dealt with. the agent has 'fixed' the problem by informing the customer that the engineers are dealing. no the tech hasnt gone out to fix the mail servers themselves at this is not at all feasable. job done