Long-term customer disappointed with deteriorating support
paulBG,
I am sorry that you seem to have had these issues with support. Can you give me any specific details about which instance(s) you are referring to when you contacted us?
It's normal practice to raise phone faults with Openreach. I will look at your account and try and pin-point and feedback on any issues that may have ocurred with this, otherwise let me know if theres anything specific you either want me to raise or look into here?
We're not trained as IT specialists in general. All staff should be recruited with the relevant experience and be trained with adequate knowledge and information before hitting the phones and answering e-mails. As we have recently recruited a lot of new staff where as it is not excusable it is realistic that the quality of support from new agents may not be up to the level of some of some of the more experienced staff. The best thing to do whilst things are like this is to let us know on this forum if you do have any difficulties dealing with support and one of us will get on the case for you.
Re my previous point, I'm afraid you'd still need to try support in the first instance. But we'll never mind you asking for support on here as long as you have done that first.
I am sorry that you seem to have had these issues with support. Can you give me any specific details about which instance(s) you are referring to when you contacted us?
Quote Telephone faults passed to Openreach with very poor communication between the companies.
It's normal practice to raise phone faults with Openreach. I will look at your account and try and pin-point and feedback on any issues that may have ocurred with this, otherwise let me know if theres anything specific you either want me to raise or look into here?
Quote CSC Analysts cannot be properly trained IT specialists
We're not trained as IT specialists in general. All staff should be recruited with the relevant experience and be trained with adequate knowledge and information before hitting the phones and answering e-mails. As we have recently recruited a lot of new staff where as it is not excusable it is realistic that the quality of support from new agents may not be up to the level of some of some of the more experienced staff. The best thing to do whilst things are like this is to let us know on this forum if you do have any difficulties dealing with support and one of us will get on the case for you.
Quote It seems the clever people don't work as CSS Analysts, they track the forums. I'll just post here in future as it is so much quicker.
Re my previous point, I'm afraid you'd still need to try support in the first instance. But we'll never mind you asking for support on here as long as you have done that first.
HI paulBG,
CSC analysts are trained on our products and services and may not always have the experience of a customer's specific equipment or software. However, the first response you received would not be acceptable and I will be feeding this back to their team leader as a poor customer experience. We have a good feedback system which does help us improve our agents' performance. As you can imagine, with the sheer volume of products and services we offer, it would be difficult for a new agent to remember everything from training.
In response to your ticket it seem that shortly after your first enquiry an email issue was identified..
[quote=Service status]For some customers who use POP3 email collection in an email client (Outlook/Thunderbird/Mac Mail) you may notice that you're receiving duplicate copies of your email, this is a side effect of the way the mail was reconciled across the storage platforms following the problems over the weekend.
As for you question about answering you by name, the reply email will always default to the account holder, although there would be nothing to stop someone addressing this to you. I will make a point of informing the CSC to do this in relevant situations.
Jojo
CSC analysts are trained on our products and services and may not always have the experience of a customer's specific equipment or software. However, the first response you received would not be acceptable and I will be feeding this back to their team leader as a poor customer experience. We have a good feedback system which does help us improve our agents' performance. As you can imagine, with the sheer volume of products and services we offer, it would be difficult for a new agent to remember everything from training.
In response to your ticket it seem that shortly after your first enquiry an email issue was identified..
[quote=Service status]For some customers who use POP3 email collection in an email client (Outlook/Thunderbird/Mac Mail) you may notice that you're receiving duplicate copies of your email, this is a side effect of the way the mail was reconciled across the storage platforms following the problems over the weekend.
As for you question about answering you by name, the reply email will always default to the account holder, although there would be nothing to stop someone addressing this to you. I will make a point of informing the CSC to do this in relevant situations.
Jojo
Hi PaulBG,
they are indeed, I would also like to reassure you that those of us staff who's job (amongst) other things is helping out on these forums are some of the most experienced staff members in the company and are empowered and enabled to make a difference to a lot of things ourselves.
How's things going at the moment for you?
Quote I just hope that the messages that are coming through loud and clear from forums are being taken seriously buy the management to make things better in the future
they are indeed, I would also like to reassure you that those of us staff who's job (amongst) other things is helping out on these forums are some of the most experienced staff members in the company and are empowered and enabled to make a difference to a lot of things ourselves.
How's things going at the moment for you?