Quote:
Originally Posted by Chrysalis
nopanic the problem is I think the call centres arent a credible source of info.
to me the most credible source is the VM forums. What is there is for the public to see so there is no debate what info is been held back etc. and we can judge for ourselves if people posting faults there are actually superhub problems or something else.
Now the issue with masque is he is making his company look bad, I have never heard VM say officially the problems reported are irrelevant, thats just what masque has been saying.
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What makes you think they aren't a credible source ?
I know there are agents without a clue (sadly) but if anything replacement modems and techs being sent for no good reason would surely make the faults looks worse, rather than better.
No matter the result of the call, the agent has to log that a call has taken place, if their calls do not match their logs, then they are questioned.
Forums offer a more direct view into faults and believe me the forum manager (Mark) isn't one for sitting on the side lines. He goes after resolution and official replies and makes sure your opinions are heard within the ranks.
The problem with forums, is 10 people can make an issue look massive and when you come down to the numbers, the amount of faults doesn't make the SH look like a failure, (the figures I see anyway).
VM addressed the issues seen with firmware releases. OK they shouldn't have released the SH before these fixes were in place, but you live and learn. They also took the modem only feedback and made it happen, again something they shouldn't of needed to have been told to do.
As I've said I'm not a SH fan, I like to have my own router but from a support POV for the likes of Mas, a single unit makes calls so much easier and for average Joe public it means that they can have that wireless network, with 24 hour "free" support.