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Originally Posted by DieDieMyDarling
I think this all comes down to something that's been wrong with ntl (and a lot of other companies in the uk) for a long time. The so called 'tech support' is usually made up of people who don't have a clue, sat in front of a computer screen with a list of Q&A type help sheets, and a list of phone numbers if they get stuck, that they can 'transfer' you to.
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Have to disagree I have called Swansea over the last 4/5 years and always had the problem sorted by the first person I spoke to unless the problem was network, Modem or cable to my house from the box. Have to say I have had great help with my problems until recently!
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Originally Posted by DieDieMyDarling
I've phoned tech support a few times, with various problems, and each time the person i get through to has gone through a list of simple questions, and if my problem doesn't fit into those problems i get 'transferred' - then the next person does the same thing, with a set of more complicated questions, and finally if all else fails, they put you through to tech support in Swansea (well, they're welsh, i think it's swansea), who really know their stuff, and have always had the answer for me.
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The Tech support number would always take you to the Swansea only if you dial CS on the free number then that would happen
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Originally Posted by DieDieMyDarling
The people in india probably know just as much, if not more, than the every day tech support for ntl in the UK, and are no doubt following the same Q&A help sheets, and have the same list of phone numbers to transfer you to, if they can't help, just takes a little longer now, if they don't understand your accent, or vice versa.
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Wrong the guys over here can interrogate the modems send information to them and sometimes get them working again. The Indian Callcentre didn't attempt this at all didn't even try. Fewer questions than normal and less important details then the Dead modem remark. (The modem is still working)
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Originally Posted by DieDieMyDarling
As long as ntl don't get rid of the guys in Swansea i don't really care, as they are the people i rely on when something goes wrong, the everyday phone monkey's can be from where they like, they're never any help anyway.
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I called the 0845 number that should have taken me to these guys on a Sunday and ended up in India you are losing these guys they are working you over if we don't stand up now and fight for the Tech support to stay at Swansea it will disappear overseas with the loss of jobs of these very guys who have helped all customers over the years
Check the lists of Companies that use overseas callcentres
http://www.antioffshore.co.uk/
This website might be the way to protest and show we will not accept this.