Comments on: Big Telcos and Bad Technical Support

By: tiscali

tiscali — Thu, 04 Sep 2008 07:59:26 +0000

[...] begins with ???T???, sounds italian has been messing a client of mine around for three weeks now. Thttp://www.richarddows.co.uk/2008/08/17/big-telcos-and-bad-technical-support/Tiscali &39could use website performance monitoring&39 - Periscope ITInternet Service Provider [...]

By: MacBros

MacBros — Thu, 28 Aug 2008 17:29:28 +0000

LOL Corey! I was just about to say the same thing. I still have mine when I was with Aliant. HA!

By: richard

richard — Thu, 28 Aug 2008 11:39:48 +0000

I dare say they’d get here quicker!

By: MrCorey

MrCorey — Thu, 28 Aug 2008 10:26:48 +0000

Shall I mail you my extras?

By: richard

richard — Wed, 27 Aug 2008 20:12:44 +0000

Update to this: After hmm, two weeks now, still haven’t received the filters in the mail. I’ll be calling them tomorrow and asking them about this…

By: richard

richard — Fri, 22 Aug 2008 15:30:19 +0000

Corey, maybe you’re different in that respect, having been through the process and realise you can change someone’s life and make it better!

I wish you were on the end when I called ‘T’, you’d have my problem fixed now! Or rather, my client’s, at least.

By: MrCorey

MrCorey — Wed, 20 Aug 2008 11:02:05 +0000

I’ve never figured out the reason why employees of big companies whose role it is to deal with the public can be so overwhelmingly negative all the time. I know that most of your experiences will be with people who have complaints, but they don’t have to always push back with the same negative. After all, they were hired to help a customer feel that their problem has been solved (note I did not say solve the problem).

Its not the negative “push back” that surprises me, as that’s a natural reaction when one is attacked. Its the way that big companies condone the behavior in such a blanket way (I know this because my employment has been in this role since 2000). I find it sad when people call me on the phone and expect me to either immediately interrupt them or fight with them. Its sad to hear the shock in their voice when I express a desire to help them. Even if its not the answer that they want to hear, I won’t waste their time and fight with them over something irrelevant. But, of course, I actually look for the right answer/solution, as I don’t really want to ever talk to this person again (ironically, that will make them seek you out if they do call again). Its embarrassing to be told that you’re the nicest and most helpful person that they’ve spoken with, when you’ve just been trying to do your job right the first time (to avoid having to do it again).

By: richard

richard — Mon, 18 Aug 2008 06:11:14 +0000

Mac: I did, but it backfired on me. They had only just sent them that day …

MrCorey: Funny you should say that - the first time I called, they did blame them, and made me call them. BT said it had nothing to do with them since the client only rents the line from them, the provisioning etc was ‘T’s responsibility.

By: MrCorey

MrCorey — Mon, 18 Aug 2008 03:16:02 +0000

So the line is a POTS line when it should be DSL. They need to get their asses in gear and install the box on the house. I wonder if its because they want a certain telco that begins with “B” and ends with “T” to do it…

By: MacBros

MacBros — Sun, 17 Aug 2008 23:57:20 +0000

You should have just lied and said you already received new filters and it still doesn’t work. If they say, “It’s not in the records that they sent them.” Just say that somebody there obviously didn’t finish their job either.

That’ll put them on the spot of having to step up and cover up a mistake that somebody never made and make themselves look good.