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Originally Posted by jimbo
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We do! It's part of the voice recording heard when calling Technical Support! But, of course, a large percentage of customers ignore all the recordings completely, and persist in holding for however long to speak to a person, only to be told what they've already been told in recordings. If people would just listen to the recordings, we wouldn't have such a long hold time!
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Admittedly, it's a long time since I needed to call Technical Support, but I don't remember hearing that.. Not saying the recording doesn't say it, just don't remember it.
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There is no script, and I don't know why people think there is one. And to say the only repsonse is to say to reboot is a little unfair, I think.
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I actually said it seems like their only response, and in my experience, it does. Apart from the odd "Your smart card may be dirty. Pull it out and clean it".
Although, there isn't an awful lot the average user can do to the Set Top Box..
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I obviously can't speak for the CMCs, but everything I do (and everything my colleagues in the TSB do, I would hope) is recorded in the customer's account. It is a procedure, and there are disciplinary policies for those who do not follow procedures...
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When I had to go through EXACTLY the same procedure on at least 4 seperate occasions (within the space of a month) and each time the person on the other end of the line didn't appear to know that I had called before, or what had been discussed, I do tend to question whether any note is being made on my account.
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Originally Posted by Russ D
There are many customers who do not know what tests ntl can run. Perhaps they are going to send an engineer out? Perhaps they can do something their end? Of course, the majority of us know this is not the case because we tend to understand the technology - however this does not apply to the many people who do not understand what goes on.
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Admittedly, sometimes NTL can do something their end, but whenever I have reported a fault with any device, I have always made sure I am near that device. Maybe that does come from using Computers, I don't know for sure. I just thought it was common sense.
Still, in my experience, common sense and users don't always go hand in hand. No disrespect to anyone intended, it's just I do technical support for students, and I get asked some shocking questions.