Quote:
Originally Posted by Nopanic
The royal pain bit for agent includes several departments, all with a few days lead time, so you should care.
The process is to stop people running clones and taking free service, not to help us .. we don't care how many modems are floating on accounts.
---------- Post added at 12:38 ---------- Previous post was at 12:37 ----------
This isn't process, it is a fault.
Process would have to online there and then. Faults happen sadly.
I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?
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Keep my connection running and I'm happy. Tell me I have to go without for 6 days when there's a perfectly viable way of keeping me connected and I'm not.
I don't care what the internal difficulties are because it
isn't my problem. I'm sure the Virgin customer charter doesn't say "Do what the customer wants unless it's a bit difficult".
It didn't take several days lead time it took 5 minutes.
I was told something couldn't be done, unambigiously and repeatedly and it could.
I don't think you understand what good customer service is. I'm not a testbed to work out problems. I'm someone paying for a service.
---------- Post added at 12:49 ---------- Previous post was at 12:44 ----------
Quote:
This isn't process, it is a fault.
Process would have to online there and then. Faults happen sadly.
I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?
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Faults happen, the process I'm referring to is the one that left me without a connection.
And the "fixing it" involved being asked to change settings that had as much chance of fixing the fault as opening the window of a car would fix a broken fanbelt.