Testing time again: Your help needed!

Hi IC

Any member of the public can indeed help with testing, and the winner will simply be picked randomly. We still need many testers (all services, including ADSL!), so please mail me at [email protected] It is very easy to do and will not use up much BW!

Regards,

RPM
 
Hi CARoper

I do not have too many left, so it should not ruin me financially :D And is it not refreshing to have a transparent competition for once! I wish the site could give more things away to say thanks to all the active members, but for some reason businesses are not knocking down our doors to supply free stuff… I am still hoping to hear from BMW about sponsoring an X5…this competition will obviously not be completely transparent :D

Regards,

RPM
 
Testing Telkom's ADSL support centre as well

RPM I believe that whilst you are testing all the options, it might be an idea to monitor the time it takes to speak to a support consultant as well. Currently I have already added 15 minutes of stress listening to their all our support consultant are still busy. I believe that anybody, even in the worse circumstances should be serviced within a reasonable amount of time, say 5 minutes. I am paying apremium for a service that is degrading by the day and I cannot even reach an inane operator to lodge a complaint. After 20 minutes I eventually got through to Michael who proved to be very helpful and even managed to cool me down a bit.
 
I was thinking something similar - that CSS (Customer Service & Support) should be rated by the users themselves & mentioned in the next BRR (Broadband Ratings Report) alongside the actual BICS (Broadband Internet Connection Service) itself. This is where a polling thread would be really useful. What are the normal factors that people consider when judging CSS levels?
 
Excellent idea ic. The metrics on which a service provider should be measured for their service is:

The time a client have to let the phone ring before it is answered when calling customer service.

The time for the service provider to respond when a problem is logged.

The time that it takes for the service provider to resolve a problem.

How knowledgable and helpful the technician on the help desk is. Not just the standard answer of: 'It mus be something on your system'
 
Nah, it was ernstn's idea, I cannot accept credit.

If we do this (RPM? what do you think - polling threads to judge CSS?), I think we need to separate out the various delivery channels for CSS delivery. For example judge Vodacom separately for CSS via telephone, via email, via the MyADSL Vodacom 3G Forum. Same with iBurst, same with Sentech & Telkomonopoly. This should mean that Vodacom for instance gets a high rating for using the 3G forum as a CSS delivery channel. In addition some of these votes should only be open to people who are actually using the BICS, I'm sure we could filter out nuisance votes according to IP address - i.e. people should cast their vote using the BICS itself so their IP address is within the particular BICS range. Hope that makes sense...?
 
rpm said:
Hi CARoper

I do not have too many left, so it should not ruin me financially :D And is it not refreshing to have a transparent competition for once! I wish the site could give more things away to say thanks to all the active members, but for some reason businesses are not knocking down our doors to supply free stuff… I am still hoping to hear from BMW about sponsoring an X5…this competition will obviously not be completely transparent :D

Regards,

RPM
Click to expand...

hmm, perhaps if their phone bills were lower they would be more willing to sponser a prize or 2 ;)
 
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