Quote:
Originally Posted by Chrysalis
of course you use scripts, you mean 'some' staff ignore them. But I have had india staff use scripts probably most of the time and even some uk ones use them. When they start asking for reboots and to check browser settings it becomes obvious.  |
We have never had scripts in the Liverpool office ever and I will only ask you to reboot if I have sent signals to the modem or deemed it necessary to see if it gets online.
We use our skills and training as it would be impossible to accurately diagnose an issue with a connection by following a script as the are to many variables and anyone with a bit of common sense and knowledge of computers and broadband would be fully aware of that.
They have tried diagnostic flows which failed dismally as you tended to go back and forth clicking various links in the hope of a diagnosis, I was on that trial and I continually gave it poor feedback as it missed out to many obvious factors.
So do not try to say that I or my colleagues in Liverpool follow scripts unless you can actually back it up with solid facts and not conjecture.