Thread: Superhub customer service nightmare
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Old 13-02-2011, 15:03   #42
Nopanic
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Join Date: Jan 2011
Location: Northwest
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Nopanic has reached the bronze age
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Re: Superhub customer service nightmare
Quote:
Originally Posted by PhusioNMCR View Post
plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard,
The fact that several of us post on here and read your complaints shows we do care and the feedback is used. Remember as posted we don't get paid to post here ..

Quote:
Originally Posted by Chrysalis View Post
royal pain or not, its not the same as not possible.
True, but if its not process for an agent to do something, they will not be shown how to do it, thus it is not possible for them.

Quote:
Originally Posted by sgtsixpack View Post
Arguing that the situation is a failure while the customer got what he wanted and is happy for the meantime is a very blinkered viewpoint.

Also arguing over techinicalities of a situation which has been made right in the customer's viewpoint (and 99.9% of everyone else's) doesn't make much sence and won't produce a better customer experience, which must be considered the highest priorty in a service based industry.

It is the process which failed. The process flowchart should be changed to:

install superhub > only if it works should the old service be taken out of commision with the administrative task of removing that hardware from a list which does not effect customer satisfaction one iota.

(flowchart is not a flowchart, so sue me).

In this case (the case of the OP), he has had a royal pain due to the mac address not being in the system; it seems at odds with the idea of good customer service to then say its a royal pain to revert back to the old service. See my earlier "flowchart", this situation should not arise in the first place (the situation not being the fault itself but the reluctance to getting the old service back up temporarily).
System and agent limitations means its not possible to do what might seem like the best option. If a customer calls up and fails to get what they want (within reason) for example an upgrade then yes it is a failure.

I don't see how it's been made right ? the customer wanted an upgrade, it didn't work .. I look at things from a technical point of view, it is my job to make sure customers get the service they pay for and things work.

So this customer goes back to the old service, the fault is not identified and the next customer gets the same issue and then the next and the next, I don't think you are able to grasp how important the identification and resolution of faults is from a customer service point of view,

---------- Post added at 16:03 ---------- Previous post was at 15:59 ----------

Let me also clarify my "royal pain" statement. I'm not saying the agent would have to go do some work, old equipment is removed from the systems, once removed it needs to be add back by the correct department, in this case it wasn't at that stage, but when you take into account the amount of accounts and the amount of equipment VM has and processes, we have to keep tabs on it all and make sure its correctly recorded.

If the equipment is not removed correctly it causes account problems.
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