125M Vmng300 - Page 10

BenMcr · 29-03-2011, 23:36

Quote:

Originally Posted by Chrysalis

hmm good idea, lets retrain staff who succeeded in increasing revenue from a customer. hmmm.

Doesn't matter what they did, they didn't do their jobs and missold a product

As an employee of a company you do what the company that pays you tells you what to do. You don't make it up as you go along

If you think it can be done better, then fine, you use internal channels to feed that back.

Chrysalis · 29-03-2011, 23:39

and my argument is someone has failed at their job by designing a process that loses customers

how will management even know what they did without someone grassing them up anyway? customer doesnt look likely to complain.

BenMcr · 29-03-2011, 23:42

Quote:

Originally Posted by Chrysalis

and my argument is someone has failed at their job by desigining a process that loses customers

The process is 'You will sell the product as designed' not 'Make it up because the customer asks you to'

100Mbit as product is via the SuperHub only and via Tech install only

Any variation is not the product VM have authorised it's agents to sell. If they do, they are not doing their jobs.

If you as a customer don't like the product, don't buy it

capt coax · 29-03-2011, 23:45

Wow this is a bit heavy

thank god i am an old hand at this lark.

as i see it she listen and explored her options and execute them with speed that i would like to see from vm all of the time..

this is not a fail no not a fail at all..
but a win for myself and virgin its how it should be no bullcrap got it done and kept me happy

and no blooming superhub...

BenMcr · 29-03-2011, 23:48

Quote:

Originally Posted by Chrysalis

how will management even know what they did without someone grassing them up anyway? customer doesnt look likely to complain.

It's easy enough to run reports against the system to check that services are being delivery by the correct equipment

It's why before the upstream uplifts, customers were being sent new modems to replace incompatible modems

As no customer on 100Mbit should be provisioned on a VMNG300 modem, then it will be easy enough to identify those that are

---------- Post added at 00:48 ---------- Previous post was at 00:46 ----------

Quote:

Originally Posted by capt coax

as i see it she listen and explored her options and execute them with speed that i would like to see from vm all of the time..

this is not a fail no not a fail at all..
but a win for myself and virgin its how it should be no bullcrap got it done and kept me happy

and no blooming superhub...

And what happens if/when your 100Mbit service suddently stops working because VM change the number of channels used for 100Mbit in your area to a config that's only supported by the SuperHub

Will you be happy then?

Chrysalis · 29-03-2011, 23:50

Quote:

Originally Posted by BenMcr

The process is 'You will sell the product as designed' not 'Make it up because the customer asks you to'

100Mbit as product is via the SuperHub only and via Tech install only

Any variation is not the product VM have authorised it's agents to sell. If they do, they are not doing their jobs.

If you as a customer don't like the product, don't buy it

Ben you would make a good MP, totally dodged my point about a manager ballsing up on the process.

So i repeat again, do you think the process designed is a balls up or not?

---------- Post added at 00:50 ---------- Previous post was at 00:49 ----------

Quote:

Originally Posted by BenMcr

And what happens if/when your 100Mbit service suddently stops working because VM change the number of channels used for 100Mbit in your area to a config that's only supported by the SuperHub

Will you be happy then?

Service can fail no matter what the CPE is, so the customer obviously wont be happy but that would still be the case if they had a superhub anyway.

You aware there is faults solely caused by the superhub right? or you still ignoring those?

If I was running a betting company the superhub would have shortened odds of service failure as its a less reliable, more complicated, less proven unit, common sense really.

BenMcr · 29-03-2011, 23:52

Quote:

Originally Posted by Chrysalis

So i repeat again, do you think the process designed is a balls up or not?

It's got nothing to do with process.

100Mbit via a SuperHub is product decision.

---------- Post added at 00:52 ---------- Previous post was at 00:51 ----------

Quote:

Originally Posted by Chrysalis

Service can fail no matter what the CPE is, so the customer obviously wont be happy but that would still be the case if they had a superhub anyway.

Except all faults staff will be expecting the customer to have a SuperHub, because that's what the product is, so there will be no diagnostic flow of 'Customer has got VMNG300 modem on 100Mbit'

capt coax · 29-03-2011, 23:53

And what happens if/when your 100Mbit service suddently stops working because VM change the number of channels used for 100Mbit in your area to a config that's only supported by the SuperHub

Will you be happy then?[/QUOTE]

then one quick call get the superhub in..
but for the moment its doing its job its fit for purpose..
so if its not broke dont go and try to fix it with a bug ridden pass off classed as an upgrade..

but this is now and am i happy ... yes i am alot.

and when then happens it happens..

Chrysalis · 29-03-2011, 23:54

Quote:

Originally Posted by capt coax

Wow this is a bit heavy

thank god i am an old hand at this lark.

as i see it she listen and explored her options and execute them with speed that i would like to see from vm all of the time..

this is not a fail no not a fail at all..
but a win for myself and virgin its how it should be no bullcrap got it done and kept me happy

and no blooming superhub...

seems VM have a serious communication issue with their customers, they should be valuing your feedback. Not to mention they also didnt waste cash on sending a tech out either.

BenMcr · 29-03-2011, 23:55

Quote:

Originally Posted by capt coax

then one quick call get the superhub in..

I wouldn't expect it to be a quick call. I expect there to be a fair bit of argument, as no-one will know what to do as you should already have a SuperHub

Chrysalis · 29-03-2011, 23:59

Quote:

Originally Posted by BenMcr

I wouldn't expect it to be a quick call. I expect there to be a fair bit of argument, as no-one will know what to do as you should already have a SuperHub

bit of a bizzare comment, do you think all your call centre staff are thick? maybe thats why there is rigid scripts to follow called process.

If i was a call centre agent at VM and someone called in and told me they using a vmng300 and the fault was eg. because VM enabled 8 downstream channels, I would know exactly what to do, switch it for a device that supports 8 channels or offer to downgrade them to 50mbit. I think I would go nuts working for VM, not able to think for myself out of the box and use initiative.

BenMcr · 30-03-2011, 00:03

Quote:

Originally Posted by Chrysalis

bit of a bizzare comment, do you think all your call centre staff are thick? maybe thats why there is rigid scripts to follow called process.

If i was a call centre agent at VM and someone called in and told me they using a vmng300 and the fault was eg. because VM enabled 8 downstream channels, I would know exactly what to do, switch it for a device that supports 8 channels or offer to downgrade them to 50mbit. I think I would go nuts working for VM, not able to think for myself out of the box and use intitiative.

No I don't think they are thick

And I'm sure that eventually it would be worked out how to get a SuperHub to the customer

Most likely it would involve an engineer visit

capt coax · 30-03-2011, 00:05

Quote:

Originally Posted by BenMcr

I wouldn't expect it to be a quick call. I expect there to be a fair bit of argument, as no-one will know what to do as you should already have a SuperHub

thay can see me on the network correct..
thay know by my account what hw i would have..
thay sould also be able to see what i am running...

if thay change someting on the network that knocks my modem offline thay will know the reason (hw not supported) and get me a swap out.. its not rocket science is it now.

i dont want to get in any flame war or crossfire rubbish here . im just telling it as i see it..

and hello btw big lurker no poster untill now..

BenMcr · 30-03-2011, 00:07

Quote:

Originally Posted by Chrysalis

If i was a call centre agent at VM and someone called in and told me they using a vmng300 and the fault was eg. because VM enabled 8 downstream channels.

Except how would you know. All that you would know is the modem has stopped working.

Virgin would then usually do diagnostics, expect they couldn't, because there wouldn't be any flow to follow, as it's an unauthorised circumstance

Chrysalis · 30-03-2011, 00:10

Quote:

Originally Posted by BenMcr

Except how would you know. All that you would know is the modem has stopped working.

Virgin would then usually do diagnostics, expect they couldn't, because there wouldn't be any flow to follow, as it's an unauthorised circumstance

I would know based on what the customer is telling me and account history.
I assume tech support agents get to see what hardware is connected as well, or does that info get hidden from staff making their job harder?