R.I.P my SA V+

[fatassmichael]

Its been a good box for the 3+ years we have had it without issues until today the hard disc has died, R.I.P SA Box.

On a side note, why do the offshore call centres make it difficult, 45 mins on the phone with him asking me to try the fix it assistant, if he had listned to me , i had told him i had already ran it to reactivate the v+ service!

[Sirius]

Originally Posted by fatassmichael

Its been a good box for the 3+ years we have had it without issues until today the hard disc has died, R.I.P SA Box.

On a side note, why do the offshore call centres make it difficult, 45 mins on the phone with him asking me to try the fix it assistant, if he had listned to me , i had told him i had already ran it to reactivate the v+ service!

If its not part of the script then there lost and don't know what to do.

[Peter_]

Now that takes the biscuit a 5 minute call extended to 45 minutes and all he has to do is follow a diagnostic flow which tells him exactly what to do next, it is not a script just a flow that comes to the correct diagnosis virtually every time.

[jb66]

It's easier to say there is no power going to the box

[Peter_]

Originally Posted by Sirius

If its not part of the script then there lost and don't know what to do.

If unsure they just go down an unexpected action flow which will get a engineer booked in 5 minutes, that is unbelievable as I have to use the same tools when doing a television fault and it actually works.

---------- Post added at 10:32 ---------- Previous post was at 10:31 ----------

Originally Posted by jb66

It's easier to say there is no power going to the box

Which is the flow above.

[jb66]

I got sent to a house to program a remote, how does that work in the flow, IMO if you can't get it working then tough, use the tv remote, not worth a visit

[Peter_]

Originally Posted by jb66

I got sent to a house to program a remote, how does that work in the flow, IMO if you can't get it working then tough, use the tv remote, not worth a visit

We have full instructions and screenshots and also V+ boxes to help us, no one should book an engineer for a remote and it should go down as a wasted truckroll with feedback.

The diagnostic tool covers virtually every fault a box or a phone can have, unlike when we do broadband where the main tool is on my shoulders.

[mersey70]

Originally Posted by fatassmichael

Its been a good box for the 3+ years we have had it without issues until today the hard disc has died, R.I.P SA Box.

On a side note, why do the offshore call centres make it difficult, 45 mins on the phone with him asking me to try the fix it assistant, if he had listned to me , i had told him i had already ran it to reactivate the v+ service!

I was advised by (I assume) by a UK call centre adviser to run the fix it assistant to fix a dodgy LCD display on my V+, of course it didn't work as I was advised it wouldn't by people in the know on here.

I also had to call up again on the occasions I upgraded to 20mb and when I added Sky Sports, both requests were not completed properly by (again I assume) UK call centre staff.

I guess I am saying I have had good and bad service from staff wherever they are based but accept that sometimes it can be difficult to understand accents but I know people who have a hard time understanding merseyside or scottish accents too.

I have a 3 mobile phone, a lot of their call centres are based in India and in my experience they have been excellent, really good in fact.

I have had good and bad with offshore but generally excellent with UK staff. I can't fault the UK staff really. If I hear a scottish or a welsh accent then I'm confident I will get good service. Incidently the Welshies seem to be invariably men and the Scots women. I'm sure that can't always be the case though.

[Digital Fanatic]

Originally Posted by ahardie

I have had good and bad with offshore but generally excellent with UK staff. I can't fault the UK staff really. If I hear a scottish or a welsh accent then I'm confident I will get good service. Incidently the Welshies seem to be invariably men and the Scots women. I'm sure that can't always be the case though.

don't forget the Liverpool team!

[fatassmichael]

Dont get me wrong, i know that some uk agents can be just as bad, this is just my personal experience, the last time i had to call vm, i got through to offshore, my problem was sorted within 5 mins, so i know offshore is not always bad.

[mersey70]

Originally Posted by Digital Fanatic

don't forget the Liverpool team!

I didn't know there was a Liverpool team. I always seem to speak to Welsh, Scottish or possibly Mancunian/Yorks staff if it is a UK based call centre that answers, what do they do in Liverpool?

---------- Post added at 11:42 ---------- Previous post was at 11:41 ----------

Originally Posted by fatassmichael

Dont get me wrong, i know that some uk agents can be just as bad, this is just my personal experience, the last time i had to call vm, i got through to offshore, my problem was sorted within 5 mins, so i know offshore is not always bad.

It's attitude and knowledge that's important to me, they could be on the moon for all I care!

Originally Posted by Digital Fanatic

don't forget the Liverpool team!

I honestly don't think I have heard a cs agent with a Liverpool accent. So no disrespect meant. Is their team as large as the others?

[mersey70]

Originally Posted by ahardie

I honestly don't think I have heard a cs agent with a Liverpool accent. So no disrespect meant. Is their team as large as the others?

Maybe they have been sent for elocution lessons!

[nialli]

My SA V+ is slowly dying too (HD recordings failing, random reboots, etc) so I rang 151 on Friday. Once I was through the options got a UK chap straight away, who has arranged a tech visit and box swap for next Tuesday morning, weather permitting. Can't complain about the service on this call - efficient, succinct and, hopefully, new box before Christmas.