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Originally Posted by Kits
I don't have a STB and they did nothing I had two questions then he said itâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s the modem.
1. Have we disconnected the modem?
2 what lights are on steady
As I am online now with the modem without an engineer coming out.. Then it is either:-
1. The tech support in India knows nothing
2. They blame the modem send an engineer and this poor souls sorts it
The second call to Tech support we had a female who asked us to give her the mac number she was onto my husband as they had insisted the account wasn't flagged for me to deal with it yet it is and has for years. He didn't know where the mac address was so asked her she didn't know herself. Not a very encouraging message when customers are given wrong details to find the mac!
It is annoying having to keep repeating yourself as they are unable to understand...... after all we are paying the phone bill and the longer you are on trying to get help from someone who hasn't the knowledge of the English language or the understanding of the British accents the more they rip the customer off for.
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I don't think its fair to blame tech support in India as whole. I think it is however fair to say that the first agent you spoke to may need a little more training in order to their job effectively.
As for the second agent, they are more stringent in they way the enforce dpa over there. Technically they do not have to deal with anyone other than the account holder, and although you may be flagged as an authorised account holder on customer services systems this is not necessarily the case with the systems used in tech support