Quote:
Originally Posted by kwikbreaks
IMO VM will still need a UK based 2nd level of TS. If they don't retain that then I predict that churn will become huge. As Infinity rolls out VM will no longer be able to keep BT phoneline based broadband on the back foot. At least one regular here has ditched cable for Infinity already.
They also still need to keep the community forum going. I've seen scores of posts where people say phoning support is pretty much pointless. I wouldn't know as I've only needed support when the connection itself has gone wrong and I've always used the forum for that as the alternative doesn't sound an attractive proposition.
---------- Post added at 13:58 ---------- Previous post was at 13:52 ----------
I think most of the techs responding to issues on the forum only do so part time. If you look at the responses they come in batches. I reckon 2nd level draw lots and the loser has to spend an hour or so on the community board.
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Agreed, I said this a while back, it looks clear the staff arent full time on the forums, they probably do 7 hours or so on the phones then an hour each day on the forum. Then as you said maybe the time on the forum got cut or the number of staff did.
What masque said is scary, about the closure of that call centre and where these staff are based. Dont we all wish they close one in india instead. I guess closing the forum for VM if it does happen wouldnt be too surprising as its hardly a selling point for VM, the forum is flooded with overutilisation complaints with the majority of them been told they within VM specs and the remaining have to wait for 6 months for a fix.