Quote:
Originally Posted by Masque
I do not think you realise what our 2nd line team are like, most of them are computer geeks of some description, many are Cisco certified or similar, build websites or computers, write their own Linux ISO's, do anything that you guys may do with computers so do not dismiss them as being generically trained.  |
What I mean by generic is they have to be trained to handle different scenarios, faulty tv, faulty broadband, faulty phone, pc problems, etc. They are not specialised in the superhub.
Of course as I said some seem very off the ball, one staff member on the VM forums posted the 10mbit modem can handle the 30mbit service and then predictably got ripped apart by customers for the mistake, although generally the forum staff are of much higher standard than the phone staff they are hard to get a response from, I had to pm one of them 3 times to get a reply to a thread I made.
Still even a form is better than expecting people to either ring up or post on the forums with feedback. So that would be progression. Then employ someone with the job of filtering out what are genuine bug reports. I dont think there would be that many that someone would be swamped, as the claim is by VM that problems with the superhub are low and that problems reported are significantly down on previous equipment. If this claim is true then why the worry about having a form?