Quote:
Originally Posted by Ignitionnet
There seems to be a bit of a need for expectations management.
The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc.
90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed.
Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats.
If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more.
That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.
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Not a big issue when could use your own router tho, now cannot its become a relevant issue. If VM are not willing/able to train staff and adjust process to allow longer calls to cater for bug reports they should at the very least add a online form of some sort for fault reporting that goes direct to a team dedicated to the superhub itself. I said this same thing weeks back and was told by someone (cant remember who) that its not needed because basic tech support can handle it, but now we have masque and nopanic saying tech support cannot handle it.
Also that 90% figure is it reliable?
example.
My ubr has a burst of high utilisation, I ring up to complain.
india tech support tell me to reboot everything. Whilst rebooting the utilisation goes down on the UBR, after reboot everything seems better, fault logged as pc fault.