Maybe investing in some collaboration tool will help?

[Antono]

@AfriGuy @Afrigirl @Afrihost-Gian there might be a reason why support is bordering on crap. I log a simple call and get a response from no less than 5 reps within a minute. Now this might seem like great service but if they all say the same thing and they all say they did this and that then it cannot be good. 5 people fiddling on the same account at the same time? There are ticket management systems out there that will indicate that a ticket has been assigned and what the status is. This looks like everybody is just working from a spreadsheet and not updating assignments. No really go google it, it is amazing.

 

[Afrigirl]

@AfriGuy @Afrigirl @Afrihost-Gian there might be a reason why support is bordering on crap. I log a simple call and get a response from no less than 5 reps within a minute. Now this might seem like great service but if they all say the same thing and they all say they did this and that then it cannot be good. 5 people fiddling on the same account at the same time? There are ticket management systems out there that will indicate that a ticket has been assigned and what the status is. This looks like everybody is just working from a spreadsheet and not updating assignments. No really go google it, it is amazing.

View attachment 1517143

Good morning.
I will chat with the POD Leaders regarding Agents managing their tickets. The ticketing system does show when someone is already responding to the query. I apologise for the inconvenience caused.
Are you still using the Dlink router?

 

[Antono]

Good morning.
I will chat with the POD Leaders regarding Agents managing their tickets. The ticketing system does show when someone is already responding to the query. I apologise for the inconvenience caused.
Are you still using the Dlink router?

Thanks. Yes I do but the issue has resolved itself after load shedding was done, Seems like I'll just have to learn to go without service during load shedding but still pay. That is SA for you hey

 

[Antono]

So as per usual, I logged a call this morning because I have no service and as per normal a multitude of people responded.

Lerato wants to know if I have power on the ONT and router. Mmmm, I am sure you must have some slow people as customers but please do not treat everybody like that. If my description was actually read it answer would be clear.

Thabang speculates about what 'might' be the issue and apologizes for the inconvenience. Inconvenience is just another word for 'Well you paid, what do you want us to do now?'

Joyline recons that the backup batteries are not charged but if there is anything else they can help with then I should not hesitate to reach out. I should also have a wonderful day despite the fact that I have no service for which I pay diligently each month.

The remainder all responded with different variants of the above. Oh, what a joy it must be to be a service provider in SA. It is never your problem, even though you pocket the money and if you are not happy go somewhere else where a surprise awaits you - proper service is not a distinguishing factor, everybody provides the same crap service, just at a different price point.