Quote:
Originally Posted by Sephiroth
Whether it's a Scottish accent (especially near Glasgow!) or an Indian accent the support service will be no better than the troubleshooting scripts that will be followed.
If VM go back to their trouble tickets and compile scripts from the problems/resolutions logged there maybe service would improve.
Also at peak times the ability to look at the utilisation stats for an area combined with an honest response is a must. We've already heard that this stuff is available - whether the Indians can access this I know not.
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I'm a Scottish accent (especially near Glasgow) and I've never ever used a script, my troubleshooting is based on what the customer is telling me.
If the customer comes on the line and tells me he has packet loss and high ping times, asking what lights do you have on your modem is a stupid question.
And yes we have tools that show utilisation, power levels, snr etc.