Sign up with GoogleAlthough I've been annoyed by the ridiculous speeds that I have been receiving since the end of May, I haven't contacted the call centre, mainly because I just don't have the patience to wait 20 minutes on the line just to talk to a low level call centre operative (also because for much of this time I have been out of the country - FYI: 512kbps ADSL from British Telecom - 15 Pounds per month!).
Yesterday evening I finally decided to join the campaign. So after testing my speed and receiving a fantastic 5.2kbs speed rating, I decided to call them up. I then started reading War & Peace while I waited to talk to an operative...I got to page 30[
].
I then explained my problem to the operative. After giving my Base station number, Sig strength, RSCP, ISCP, IMEI number and user name, the operative then gave me a ticket number, told me that he was going to escalate the problem and that someone would call me on Monday. "WHAT?!? Monday - What happened to 24/7 support?" I asked. "Why can't someone contact me this evening? After all, I have dedicated my evening to calling you."
"There is nothing that we can do about speed problems on the weekend" he said. "There are no level 2 support people here. If you had no connection we could contact the on-call technicians to correct it, but for speed issues we can't."
"So, what you are saying is that speed issues aren't important enough for 24/7 support?" I asked incredulously.
"Well...um...no..it's just that there is no-one here to help. This is the procedure that we have to follow. You will be contacted on Monday."
"Am I the only person calling about this issue?"
"Um, well no, there are some users having a similar problem."
"Have they called today?"
"Yes."
"So this is a relatively widespread problem?"
"Well not widespread but there are users...."
"It seems to be a technical issue, yes?"
"Yes"
"So why the F@#$ are there no support technicians on site to sort the f@#$ing problem out??"
"Um...I can only follow procedure."
So I ranted for another ten minutes, gave him a good lesson in customer support for the new millenium and eventually gave up.
However I had the great idea of posting this onto the forum and then making a copy and sending it to Sentech for their reading pleasure.
One thing concerns me though. The IMEI number is specific to a particular modem - and Sentech can identify the connection based on this number. Sentech could, in order to stop the bad publicity, simply improve the service of those people that complain at the expense of those that do not, or that don't know better.
MW128, Tower 50 (Northpark Plaza), 12% (No antenna)
Yesterday evening I finally decided to join the campaign. So after testing my speed and receiving a fantastic 5.2kbs speed rating, I decided to call them up. I then started reading War & Peace while I waited to talk to an operative...I got to page 30[
].I then explained my problem to the operative. After giving my Base station number, Sig strength, RSCP, ISCP, IMEI number and user name, the operative then gave me a ticket number, told me that he was going to escalate the problem and that someone would call me on Monday. "WHAT?!? Monday - What happened to 24/7 support?" I asked. "Why can't someone contact me this evening? After all, I have dedicated my evening to calling you."
"There is nothing that we can do about speed problems on the weekend" he said. "There are no level 2 support people here. If you had no connection we could contact the on-call technicians to correct it, but for speed issues we can't."
"So, what you are saying is that speed issues aren't important enough for 24/7 support?" I asked incredulously.
"Well...um...no..it's just that there is no-one here to help. This is the procedure that we have to follow. You will be contacted on Monday."
"Am I the only person calling about this issue?"
"Um, well no, there are some users having a similar problem."
"Have they called today?"
"Yes."
"So this is a relatively widespread problem?"
"Well not widespread but there are users...."
"It seems to be a technical issue, yes?"
"Yes"
"So why the F@#$ are there no support technicians on site to sort the f@#$ing problem out??"
"Um...I can only follow procedure."
So I ranted for another ten minutes, gave him a good lesson in customer support for the new millenium and eventually gave up.
However I had the great idea of posting this onto the forum and then making a copy and sending it to Sentech for their reading pleasure.
One thing concerns me though. The IMEI number is specific to a particular modem - and Sentech can identify the connection based on this number. Sentech could, in order to stop the bad publicity, simply improve the service of those people that complain at the expense of those that do not, or that don't know better.
MW128, Tower 50 (Northpark Plaza), 12% (No antenna)
