Quote:
|
Originally Posted by sollp
I don't think your being fobbed off, more like they are asking a set of questions that are put to most customers, you've got to remember that there are people who use the internet who have little idea of how a PC works let alone the internet, so asking these basic questions can resolve some customers problems.
Unless the fault is happening when the CS or TS is interorgating the modem with the various programmes they use, it's difficult for any CS or TS to know what the fault is, that is why the basic set of questions is asked. They can't go about sending a service tech to visit you everytime you phone in with something that may be an network issue, IE the cable network or an issue with the network beyond NTL.
You've got to realise that there are many faults caused within the customers equipment, like the PC or router or software on the PC ect.
|
Understood, but why do they insist on it when the customer has done these checks before they ring up. I know for sure now that we are going to be charged I wont be having them wait for me to reboot my pc etc. whilst the clock is ticking on my phonebill so all that will be done before I ring them, and that I expect them to skip that part of their diagnostics and go on from there. Its not rocket science.