Superhub customer service nightmare

[Nopanic]

Originally Posted by Irexes

Feels like a good result to be honest.

You wasted your time trying to get something from a company you pay to provide you with a service.

I wouldn't be happy with that at all.. and the agents that have given you the run around need to be identified and educated.

As I say faults happen, I think as customers we can accept that, but its how the company deals with them that counts.

[PhusioNMCR]

Irexes, your my hero!!!!

Good on you getting your old service back, i upgraded from 50mb to 100mb and since the SH has been installed i have had every possible prob happern, the difference here is they took my 50mb modem away and wish they didnt or i would be back on 50mb WITH A MODEM NOT SH,

As for customers been a test bed for new products i think not when we pay full price, tho if your offering it for half price then ill put up with it (that ant gonna happern), plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard, im made to feel like im making it up, that i have no fault and just wanting some company via the VM support line

Its like samsung telling you to put up with there new 3DTV turning off and on by its self because its "new", that would just not happern

I keep telling you, netgear HW is flaky at best of times, VM are just hoping it will go away, but it wont untill you get rid of netgear and that wont happern because of the investment VM have made into the SH so why DONT YOU BRING OUT THE 50mb MODEM (IT CAN RUN UPTO 300mb) AGAIN SO WE HAVE A CHOICE

(sorry for shouting, ive tryed everything else but SHOUT on a forum :P

[pip08456]

Originally Posted by PhusioNMCR

Irexes, your my hero!!!!

Good on you getting your old service back, i upgraded from 50mb to 100mb and since the SH has been installed i have had every possible prob happern, the difference here is they took my 50mb modem away and wish they didnt or i would be back on 50mb WITH A MODEM NOT SH,

As for customers been a test bed for new products i think not when we pay full price, tho if your offering it for half price then ill put up with it (that ant gonna happern), plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard, im made to feel like im making it up, that i have no fault and just wanting some company via the VM support line

Its like samsung telling you to put up with there new 3DTV turning off and on by its self because its "new", that would just not happern

I keep telling you, netgear HW is flaky at best of times, VM are just hoping it will go away, but it wont untill you get rid of netgear and that wont happern because of the investment VM have made into the SH so why DONT YOU BRING OUT THE 50mb MODEM (IT CAN RUN UPTO 300mb) AGAIN SO WE HAVE A CHOICE

(sorry for shouting, ive tryed everything else but SHOUT on a forum :P

And why should VM take notice of any post on here. This forum has nothing to do with VM.

There are VM staffers who come here in their own time who may take feedback with them but they are not obliged to.

[qasdfdsaq]

Originally Posted by PhusioNMCR

why DONT YOU BRING OUT THE 50mb MODEM (IT CAN RUN UPTO 300mb)

No it can't.

[Chrysalis]

Originally Posted by Nopanic

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.

royal pain or not, its not the same as not possible.

---------- Post added at 15:04 ---------- Previous post was at 14:59 ----------

Originally Posted by PhusioNMCR

Irexes, your my hero!!!!

Good on you getting your old service back, i upgraded from 50mb to 100mb and since the SH has been installed i have had every possible prob happern, the difference here is they took my 50mb modem away and wish they didnt or i would be back on 50mb WITH A MODEM NOT SH,

As for customers been a test bed for new products i think not when we pay full price, tho if your offering it for half price then ill put up with it (that ant gonna happern), plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard, im made to feel like im making it up, that i have no fault and just wanting some company via the VM support line

Its like samsung telling you to put up with there new 3DTV turning off and on by its self because its "new", that would just not happern

I keep telling you, netgear HW is flaky at best of times, VM are just hoping it will go away, but it wont untill you get rid of netgear and that wont happern because of the investment VM have made into the SH so why DONT YOU BRING OUT THE 50mb MODEM (IT CAN RUN UPTO 300mb) AGAIN SO WE HAVE A CHOICE

(sorry for shouting, ive tryed everything else but SHOUT on a forum :P

so tech support less calls from novice users about ddns etc. but more calls about modem related faults. I agree regarding netgear, even the supposedbly good dg834GT router I had issues with (adsl router). For me netgear are lower quality than dlink, speedtouch and billion. But my guess is its for a reason ,netgear routers can be cheap to buy and I suspect they made the cheapest quote to VM on the new superhub.

[sgtsixpack]

Arguing that the situation is a failure while the customer got what he wanted and is happy for the meantime is a very blinkered viewpoint.

Also arguing over techinicalities of a situation which has been made right in the customer's viewpoint (and 99.9% of everyone else's) doesn't make much sence and won't produce a better customer experience, which must be considered the highest priorty in a service based industry.

It is the process which failed. The process flowchart should be changed to:

install superhub > only if it works should the old service be taken out of commision with the administrative task of removing that hardware from a list which does not effect customer satisfaction one iota.

(flowchart is not a flowchart, so sue me).

If your brand new car is having problems you would expect a courtesy car would you not?

The netgear router itself is not part of the problem, the equipment which it has been derived from is a superior piece of kit. I did alot of research before buying a wndr3700 for £120 and it has not skipped a beat. Although granted I do not require it to do some of the things that is being expected of the superhub (e.g. wan side port changing to a different port on lan, QOS).

As I understand the problems I have seen are that the superhubs MAC has not been entered into the system which is an administrative fault; and the modem power levels being outside the desired range. These faults don't reflect of the abillity of the hardware to do its job.

I have experienced slower speeds on superhub wifi compared to the wndr3700, it may be down to different settings. This is the only thing that the superhub does that possibly the wdnr3700 does better.

You can't say that netgear is a poor choice universaly based on missing features which are present in other routers from netgear.

Originally Posted by Nopanic

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.

In this case (the case of the OP), he has had a royal pain due to the mac address not being in the system; it seems at odds with the idea of good customer service to then say its a royal pain to revert back to the old service. See my earlier "flowchart", this situation should not arise in the first place (the situation not being the fault itself but the reluctance to getting the old service back up temporarily).

[Chrysalis]

out of curiosity do agents get disciplined/sacked for not following process? so do VM allow initiative?

[Peter_]

Originally Posted by Chrysalis

out of curiosity do agents get disciplined/sacked for not following process? so do VM allow intiative?

You need to expand on that.

[Irexes]

The above post (sixpack) is spot on from my point of view.

I should also add that given that at no point did anyone ask me for any of the diagnostic information available, I'm not convinced the same thing won't occur with another Superhub. As you say, power being outside the range from what I've read seems to be a likely candidate.

[Chrysalis]

seems simple to me.

are agents allowed to deviate from scripts and training if it keeps the customer happy.

eg. temporarily activating 20mbit but making a note that customer is on 30mbit and a new superhub is on the way to them.

another example shifting someone to overlay if on congested legacy.

are they allowed to do that kind of thing if they choose to.

or do they have to tow the party line.

this word process keeps popping up.

[Peter_]

Originally Posted by Chrysalis

seems simple to me.

are agents allowed to deviate from scripts and training if it keeps the customer happy.

eg. temporarily activating 20mbit but making a note that customer is on 30mbit and a new superhub is on the way to them.

another example shifting someone to overlay if on congested legacy.

are they allowed to do that kind of thing if they choose to.

or do they have to tow the party line.

this word process keeps popping up.

We have no scripts as that would not work on broadband even though they would love it to be possible but the are to many variables to be scripted.

30Mb is only activated once the Superhub is on the account.

We cannot move you onto a specific uBR as the modem will only tune onto the correct one, so not possible but if you were previously on a VXR7200 uBR then the Superhub will retune to a VXR10000/12000 or a Motorola.

Luckily I do not have to do any Quickstart work such as adding new modems to accounts, we only see you if the is an issue.

[Nopanic]

Originally Posted by PhusioNMCR

plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard,

The fact that several of us post on here and read your complaints shows we do care and the feedback is used. Remember as posted we don't get paid to post here ..

Originally Posted by Chrysalis

royal pain or not, its not the same as not possible.

True, but if its not process for an agent to do something, they will not be shown how to do it, thus it is not possible for them.

Originally Posted by sgtsixpack

Arguing that the situation is a failure while the customer got what he wanted and is happy for the meantime is a very blinkered viewpoint.

Also arguing over techinicalities of a situation which has been made right in the customer's viewpoint (and 99.9% of everyone else's) doesn't make much sence and won't produce a better customer experience, which must be considered the highest priorty in a service based industry.

It is the process which failed. The process flowchart should be changed to:

install superhub > only if it works should the old service be taken out of commision with the administrative task of removing that hardware from a list which does not effect customer satisfaction one iota.

(flowchart is not a flowchart, so sue me).

In this case (the case of the OP), he has had a royal pain due to the mac address not being in the system; it seems at odds with the idea of good customer service to then say its a royal pain to revert back to the old service. See my earlier "flowchart", this situation should not arise in the first place (the situation not being the fault itself but the reluctance to getting the old service back up temporarily).

System and agent limitations means its not possible to do what might seem like the best option. If a customer calls up and fails to get what they want (within reason) for example an upgrade then yes it is a failure.

I don't see how it's been made right ? the customer wanted an upgrade, it didn't work .. I look at things from a technical point of view, it is my job to make sure customers get the service they pay for and things work.

So this customer goes back to the old service, the fault is not identified and the next customer gets the same issue and then the next and the next, I don't think you are able to grasp how important the identification and resolution of faults is from a customer service point of view,

---------- Post added at 16:03 ---------- Previous post was at 15:59 ----------

Let me also clarify my "royal pain" statement. I'm not saying the agent would have to go do some work, old equipment is removed from the systems, once removed it needs to be add back by the correct department, in this case it wasn't at that stage, but when you take into account the amount of accounts and the amount of equipment VM has and processes, we have to keep tabs on it all and make sure its correctly recorded.

If the equipment is not removed correctly it causes account problems.

[PhusioNMCR]

Originally Posted by pip08456

And why should VM take notice of any post on here. This forum has nothing to do with VM.

There are VM staffers who come here in their own time who may take feedback with them but they are not obliged to.

Yes i know its not the VM forum but like you say, VM staff do browse these forums and choose to help/respond, i think VM could learn something from here with all the probs, but like you say, VM wont do a thing

Originally Posted by qasdfdsaq

No it can't.

Next you will tell me it cant do 50mb.....

Originally Posted by Nopanic

The fact that several of us post on here and read your complaints shows we do care and the feedback is used. Remember as posted we don't get paid to post here ..

Who does get paid to post on here, nobody,

as for help, i havent had any help off VM staff (on here or phone line), i had to get peoples different settings and try them out


and as for the person who says netgear are good needs there head testing
im expecting a secure wireless router, the SH is not secure (you have to disable the firewall to reduce jitter lol), why dont you try and block something though the router (e.g. if your fed up of your son playing xbox at one in the mornin and have to force him to stop) you will find you cant, because its a netgear router, there FW is shockingly unreliable

[Nopanic]

Originally Posted by PhusioNMCR

Yes i know its not the VM forum but like you say, VM staff do browse these forums and choose to help/respond,

Post on the official forums them ..

[PhusioNMCR]

Originally Posted by nopanic

Post on the official forums them ..

rofl