Bit draconian?

[Fudzy]

Not a CellC member but seeing the number of locked threads in active topics got me concerned about CellC's online representation. They seem to want to squash all the complaints into one extremely long thread, while this might suit the needs of CellC's online support staff in tracking complaints it also makes it seem like they are trying to make the 'problems disapear'.

Now you're welcome to close this thread (if it get's deleted though I'll just start another one) but as a possible customer I find the practice of quashing customer complaints worrying.

 

[morkhans]

As already discussed here: http://mybroadband.co.za/vb/showthr...y-for-help..?p=7038958&viewfull=1#post7038958

The locked threads threads for people not reporting network related problems in the designated thread. If the intention was to squash complaints then why have a thread (and sticky) at all?

Single thread allows for interested parties (i.e. support staff) to subscribe to it, so they get instant email notifications of new posts.

 

[Fudzy]

Thanks but then who exactly are you in this scenario? Why don't the support staff have an active member on the forum like Mweb do?

 

[morkhans]

Thanks but then who exactly are you in this scenario? Why don't the support staff have an active member on the forum like Mweb do?

I'm just the person maintaining order in the forum.

Cell C still have an active rep as far as I am aware, but I have noticed that he does go through quiet periods, presumably due to other work commitments.

There is no set rule as to the involvement of reps on the forum. Some dedicate multiple staff and time towards others not and most are somewhere in between.

 

[Cell_C]

Not a CellC member but seeing the number of locked threads in active topics got me concerned about CellC's online representation. They seem to want to squash all the complaints into one extremely long thread, while this might suit the needs of CellC's online support staff in tracking complaints it also makes it seem like they are trying to make the 'problems disapear'.

Now you're welcome to close this thread (if it get's deleted though I'll just start another one) but as a possible customer I find the practice of quashing customer complaints worrying.

Good day Fudzy

Cell C do have a rep on My BB.
I do my best to assist and help as best as possible.
Those that i have assist can tell you i go out of my way to assist, beyond my Duties.
I know some time my responses are slower then normal, but i do take a complaint and make it personal to me.
We do not allow deleted threads, and as for locking i can't do that but the moderator do help to stream line it.
We do look at every complaint. but if there is many for one area i do take them and send to our Core people to assist.
But to say the same thing for so many time to the same posts would make it seem like it is automated response.
I Do PM templates to customers, once completed i do get more involved with them.

Please Feel Free with ideas to help make this a more positive forum, i do try best but alas i am human.
Feedback dose help so much.

I hope to see you one day on Cell C

Regards
~AM~