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Poor Support

The leading ISPr news story today reveals what we have known for donks and I cant understand how the industry cant see this. The ISPs have to wake up.
It amazes me that the well known culprits remain the size they are. Some of these call centres loose more business than they create.

""Top Five Call Centre Gripes"
1. Staff with a poor command of English
2. Long wait to have call answered
3. Being left on hold
4. Problem was not resolved
5. Making choices by pressing keys on keypad



I was witness to a conversation between Talk Talk and a couple of their customers and the rubbish they were being told was unbelievable, think they sussed and told the operator so and in one tt put the phone down on him(customer care!!) I drive past one of their call centres and there is always quite a few stood outside the front door smoking, so folks this is why you hang on waiting for calls to be answered.
The other customer was told by them to change from AOL (who he was happy with) to TT and he lost his bb and phone for about 6 weeks !!

It is probably the same story at Sky who again have very poor customer support and the less I say about them the better (personal experience)

There are probably many more like this but its a shame when ISPs with a good reputation and service get taken over and whilst may not be bad as those above do suffer poorer service ie:Nildram,F2s & etc

What a refreshing change when on the very odd occasion I phone my ISP (Zen) and I get through quick, am treated like a paying customer and they resolve the issue quickly and
with courtesy
 
number 2 is my pet hate, time you get someone to pick the phone up your blood is boiling, those cheap isps arn`t so cheap if your stuck in a que on a 0870 support number
 
supposedly your not supposed to be charged until a rep answers according to what l have heard... not sure if that is true tho..

ld choose option 1, mainly because when one cannot understand the rep and visa versa you are wasting money on a problem that theoretically be resolved much quicker if there was mutual understanding.
 
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I think mine is number one too. Virtually all of the ISP's and banks tech call centres are based in India (Phillipeans-Sky has one there)and timelss has it in one-why should users have to put up with non English speaking staff when all the relevant company is doing is saving a heck of a lot of money by using the like of India.
I've personally had to end a call-think it was indeed to Sky- as the woman's accent was so thick I just couldn't understand her at all. This is not what we're paying for and as paying customers should demand better service.

On the same vein, I've just rang Talk Talk's call centre on behalf of someone else and it was shocking to say the least. I could picture a seedy little office with a guy who hadn't a clue, kept me waiting several minutes while he went looking for something, came back, then proceeded to do the very same again coming back this time without any information what so ever. He honestly didn't have a clue and his accent was shocking.
Just how Talk Talk have the gall to call themselves isp's is beyond me. I've found out that they don't cater for Vista at all, but ask their ordering section and they'll tell you they do.
All this is for me to try and help someone who doesn't know anything about pc's.

I'm sorry I've gone on a bit but you got to admit it, it makes your blood boil.
 
theres some words l would like to say following puretoons reply but l think pretty much all of them would break the rules :D so all l'll say is l wish someone would make some law on this kind of practice.. and actually get techs in who know what they are talking about and who can actually do something!! oh and can talk understandable english.
 
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