Sign up with GoogleI had a marathon session with the call centre yesterday, and finally managed to speak to someone one level higher than an orc.
After explaining how irate I (and many other users) am (are) regarding not only the lack of speed, but also in the lack of support and feedback. I said that most of the users understand that the call centre guys cannot help them 'cos Sentech Senior management does not supply the required info. I explained the mage that most of the users have of the Sentech organisation (ranging from being merely incompetent to being the spawn of Satan). I particularly pointed out that, since opening my ticket on 11 July, not once has any higher level support person tried to get in contact with me to let me know that the problem is being addressed. I have had to be satisfied with cut 'n paste emails from the orcs, telling me that I will be informed when the problem is resolved. I told him that I was tired of verbally abusing his staff, and would like to escalate that abuse to the higher levels. He seemed to like this idea, and told me that he was recording the call to play back to the senior management. He promised to call me back with some feedback...
Sure enough, an hour or so later, he called me on my cell. I'm not sure if he was authorised to do this, but he gave me the following info (I don't think I was being handled): (I waited until today to post this in order to give the Sentech management the chance to communicate this to all MW users - and not to get him into trouble. They haven't - so here goes.)
1. The problem has been identified.
2. The solution involves the importation of some equipment and/or expertise.
3. The deadline for resolution is the end of July.
4. Sentech Finance department is working on a "Rebate" scheme for those users effected. I'm not sure what this would consist of, but he requested some proof of poor speed in order to push my other (finance) ticket.
If you have any similar info, please post.
-A
MW128, Tower 50 (Northpark Plaza), 17% (with a Pringles can)
After explaining how irate I (and many other users) am (are) regarding not only the lack of speed, but also in the lack of support and feedback. I said that most of the users understand that the call centre guys cannot help them 'cos Sentech Senior management does not supply the required info. I explained the mage that most of the users have of the Sentech organisation (ranging from being merely incompetent to being the spawn of Satan). I particularly pointed out that, since opening my ticket on 11 July, not once has any higher level support person tried to get in contact with me to let me know that the problem is being addressed. I have had to be satisfied with cut 'n paste emails from the orcs, telling me that I will be informed when the problem is resolved. I told him that I was tired of verbally abusing his staff, and would like to escalate that abuse to the higher levels. He seemed to like this idea, and told me that he was recording the call to play back to the senior management. He promised to call me back with some feedback...
Sure enough, an hour or so later, he called me on my cell. I'm not sure if he was authorised to do this, but he gave me the following info (I don't think I was being handled): (I waited until today to post this in order to give the Sentech management the chance to communicate this to all MW users - and not to get him into trouble. They haven't - so here goes.)
1. The problem has been identified.
2. The solution involves the importation of some equipment and/or expertise.
3. The deadline for resolution is the end of July.
4. Sentech Finance department is working on a "Rebate" scheme for those users effected. I'm not sure what this would consist of, but he requested some proof of poor speed in order to push my other (finance) ticket.
If you have any similar info, please post.
-A
MW128, Tower 50 (Northpark Plaza), 17% (with a Pringles can)
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