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Originally Posted by Ignition
TSB making a habit of pasting bluetools output to customers now? 
While I'm all for openness this is taking it a bit far - who did you speak to please? Tell me in private message please to avoid naming in public. |
Well I think the idea of Techs giving the diagnostics to the customer is a good move and I will give two comparisons below as to why.
1. If I take me motor for an MOT and it fails then I am handed a sheet as to what and whay it has fails, now I myself dont have to be a mechanic to understand it but it gives me the option of gaining a second opinion.
2. I work in Client Oracle Data Base Support role and the Client after logging the call with me is auto e-mailed the details of the call and the status from the call logging software used.
In both instances the caller is aware of exactly what has happened and what is proposed to being done towards a resolve.
In instance 1 then it would be to get a second opinion and get the work done and take the motor back for a retest.
In instance 2 the caller knows what they called for what was said to fix or where the call has gone for further resolution.
Ignition as for you calling and asking for the poster to PM you which Tech gave him the information and to PM you with it is to me bang out of order.
Not so long ago the NTL Employees here threw their toys out of the pram and all threatened a mass walk away from the site when posters were asked to name and shame.
Ok I concede this is not a name and shame in public but you no doubt with this information will follow it up which amounts to the same thing the agent being shamed on a forum or being shamed by yourself passing the information on.
Ignition I have read many of your postings here and you are a very knowledgeable person and a great asset to NTL and this forum along with the many others that help out here so if you get the requested information via PM I for one hope you will not use it in any malicious way of getting the tech that supplied into hot water.
Ultimately if posters cannot name and shame publicly I fail too see why employees should be able to internally.
I for one see the publshing of the results via the tools sent to the customer via email as a positive step in the right direction from NTL.
