I have a bit of a concern with the support centre, my internet has not worked since late Sunday afternoon, I have spoken to the support guys more than once already, each time the reply is "we are working on it" anyways my patience ran out again as I approach the 48 hrs without Internet mark. So I called again, unfortunately I got portia on the her side with her scripted "all the towers are fine on the screen" After convinving her to find out what is going on she ran off to check and came back, "this is the first time we are hearing about a problem on forest hill". What really worries me about this is that is not the first time I mentioned it and that the Helpdesk is not very clued up, in particular Portia.
I dont like the idea that I was merely given an answer to get me off the phone "so to speak"
WBS seriously needs to look at getting trained people on the Helpdesk, not so much IT but more common sense & customer service. I dont see why I need to escalate every problem to the senior staff members myself. These problems should be resolved internally without my input, I'm not paid to solve WBS problems.
My experiences with the helpdesk have been up & down, sadly though it mostly bad, from poor turnaround times to just not getting back to a person at all, and I dont consider high volumes a valid excuse for poor service, WBS made the desicion to advertise on the radio, they should have been prepared for the onslaught. Before the adverts things with the helpdesk went slightly better.
Anyways, instead of fighting with WBS I thought I would just post the experience here as I have done with my compliments for them aswell.
. Unfortunately wasnt able to answer his call.
