Enough to drive you bonkers.
Thanks for your comments George,
As you may guess I'm of the school of thought of 'if you want something doing right, do it yourself'. Ownership does get results.
I will make sure this feedback is passed on to our suppliers. logistically it may be difficult to implement that way of working but I'm certain its an effective way of dealing with things.
As you may guess I'm of the school of thought of 'if you want something doing right, do it yourself'. Ownership does get results.
I will make sure this feedback is passed on to our suppliers. logistically it may be difficult to implement that way of working but I'm certain its an effective way of dealing with things.
Hi Adam,
That's how BT used to work before all the splits, lack of training and OFCOM poking their nose in. I can remember some years ago when living in London we had an engineer for two days until he found the fault and fixed it. He even had breakfast and lunch with us
That's how BT used to work before all the splits, lack of training and OFCOM poking their nose in. I can remember some years ago when living in London we had an engineer for two days until he found the fault and fixed it. He even had breakfast and lunch with us
It's clear things aren't the same. After the changes to BTs structure and also a massive increase in broadband users that can't of operating model could not have been a sustainable one.
However its clear to see that in a lot of cases a lack of ownership leads to support overheads in terms of multiple engineers having to deal with a case and time must be wasted especially when repeat checks and diagnostic work is done time and time again for no reason.
I can't reveal much but new SFI engineer processes are being trialled at the moment which do involve an increased level of ownership, plus like I say the channels for us to feed things back to BT are always open so your comments will be reaching the people they concern.
However its clear to see that in a lot of cases a lack of ownership leads to support overheads in terms of multiple engineers having to deal with a case and time must be wasted especially when repeat checks and diagnostic work is done time and time again for no reason.
I can't reveal much but new SFI engineer processes are being trialled at the moment which do involve an increased level of ownership, plus like I say the channels for us to feed things back to BT are always open so your comments will be reaching the people they concern.
Quote from: glloyd The more I read the problem people have getting BB faults fixed the more I think an engineer should be appointed to take ownership of a fault and spend the time needed to fix it. The number of repeat engineer visits is just plain stupid and not only expensive and inconvinient for the customer but for BT, and the ISP as well. Surely there has to be a better way than the present system.
Quote from: glloyd
As for training staff it would help if they trained their engineers who have to deal with ADSL faults. Most have told me they have had less than half a day and the rest they have picked up as they have gone along. They are basicaly just telephone engineers.
Just to add from my experiences, the last BTo engineer who came, actually said there were only 2 engineers in my area who were broadband trained, so who the hell where the other guys, and would my fault have been fixed(hopefully), by someone who had a modicum of knowledge of ADSL and ADSL2+. Its plainly ludicrous, and must cost an absolute fortune, that BTw obviously must have to pass on somewhere, and eventually we the customer end up footing the bill I suspect..... The engineer even said they would prefer to take ownership, and find the current situation impossible, also that they themselves cannot speak to BTw. Who actually works in BTw, are they some kind of strange ethereal being
FAO Chris and George,
Thanks for your comments and suggestions here, I hope lessons can be learned from both of your fault cases and how they have been handled. Over all I'm most glad to see that both of your issues seem to have been resolved (Adam reaches for the nearest wooden item again!)
Thanks for your comments and suggestions here, I hope lessons can be learned from both of your fault cases and how they have been handled. Over all I'm most glad to see that both of your issues seem to have been resolved (Adam reaches for the nearest wooden item again!)