Fun With Faxes

[bb_matt]

Ok, so I send my cancellation fax off Monday and decide to follow it up today, so I call 08607368324

Me: "Hi, I'd like to follow up on the cancellation fax I sent through on Monday"
Sentech: "Hi Sir, would you like to send us that fax now ?"
Me: (heavy sarcasm) "No, I posted it to you three weeks ago - did you hear what I said, I'd like to follow up on the fax I SENT THROUGH ON MONDAY"

takes down the name details etc. Wait a while

Sentech: No sir, we didn't get that fax.

Ok, put phone down, pissed off - I know for a fact the fax went through. Anyway, I send it again and call. Get a different support guy.

Me: "Hi, I just sent you a cancellation fax through"

Guy takes name details etc.

Sentech: "Oh yes, but you sent a fax through on Monday - I already processed that - I remember speaking to you"
Me: "Ok, so why did I just get told you didn't get a fax from me ?"
Sentech: "Oh, I took that off the system"
Me: "So why didn't you leave a note on the system saying that you were handling it ?"

I then basically go onto say that it's pretty obvious that a system like this should be in place ! - otherwise the right hand has no idea what the left is doing - but we already know that about Sentech.

I'm not even suprised anymore - it's more funny than anything else. It's not the support guys fault - they have the unenviable task of listening to extremely angry customers - it's the management in charge of whatever excuse for a system they have running there.

It's so obvious that the system should have a record of everything processed, who it was processed by, when it was processed and this should be immediately accessible by any of the Support guys.

And they wonder why I want to cancel ? [xx(]

 

[desraid]

so, it is possible to cancel the 24 months contract from Sentech?

 

[guest2013-1]

Yes it is desraid.

BTW, I've worked with 2 IT Support companies, they now handle most of the support calls and IT for this company nowadays, and although they're stupid as can come, when they issue you with a ticket, you get a confirmation email that you've opened one up. Then WITH EVERY ACTION on that ticket, you get an email on what it's progress is, who is handling your query and even how they resolved it in the end.

I mean, they OUTSOURCE the call centre, to who? a couple of guys with matric under their belt and eager to take money from Sentech not knowing the 1st thing about support and running a call centre? *Cough* Casper *Cough*

<font size="1">
Selling my soul to Telkom for better internet speeds.

Person Me = New Person();
while (Me.Alive)
{
try
{
Me.Drink(Alcohol.Any);
}
catch (HeaveException h)
{
Me.PrayToCeramicGod();
Me.Promise("Never again");
}
}
Me.Dispose();
</font id="size1">

 

[desraid]

Thanks for the reply noone!

And BTW what you have said was... ROFL!

 

[mbs]

And to think there are quite a few helpdesk/trouble ticket-type systems out there FOR FREE, which will manage this type of situation more than capably!! Nothing more than incompetent moronic management, IMHO...