low tech customer high tech phone support - long

[earl colby pottinger]

Comments

OP - I did not see you mention the smoking. Do it! For the company I am presently working for smoking at the client is firing offense. All the tech who smoke have to go to the sidewalk or the road to smoke. NO SMOKING on customer's property.

Second, expand the list with everything you can think of, reread you messages here about the router etc to remind yourself, then order the list into something short and clear but listing all your problems.

Third, try and learn more about your computer setup, remember you are paying good money for this, learn what you are paying your money out for.

Naaman - Yep, it would be so much easier if the person who ran some tests for a friend then write down what they did so the friend can tell the techs what was already done.

[Emrld]

last you were told . . .I called and spoke to a rep and they were going to have a manager call at one of the two numbers I left.
Sure enough I get home to a message on my answering machine (not one of the numbers I left, but it is the one associated with my account)
So yes, I called in . . .held for 15 min before speaking to a human.
The girl instantly gets her manager . . .manager takes my number and calls me back.
She was really interested with the smoking issue, and continuing with a job when he wasn't sure what he was doing. The rules are that smoking is only to be done on the three breaks they are given (two 15 min and lunch) those are given between calls . . .not during.
As for the manager that called earlier in the day . . .this manager personally knows her and will be talking to her. Per the notes on my account she called the work number. (I was able to play the message for her from my home phone which was the number she called me on) I have to wonder how much attention to detail the manager that called mid day was using. The greeting of my answering machine starts out with you have reached ###-###-####
We will see what happens today.

[earl colby pottinger]

Smoking

See, the smoking is a big big deal.

Aside from the cancer/smell problems.

There are people who very sensitive to smoke, to the point that a hospital stay is possible.
Fires are possible, even a carpet burn can be expensive if the entire rug needs to be replaced.
Some companies I have gone to have flammable chemicals.

Guess who pays if any of these happen? There is a reason why my company will fire you if you smoke on a customer's site.

[Emrld]

It is a week later . . . I have not heard from anyone in the company. I would like to believe that someone higher up in the company has had this brought to there attention and it hasn't just fizzeled out with the customer service call center. I know the structuring system for this company and typically someone from the managment end will call and speak to the customer directly.
At this point I am giving it till Monday and then I am wondering if I should go to one of the sites like PFB or Twitter and post my story to see if it gets managment's attention.
Again I am not asking for freebies or credits . . .I just want confirmation that this is being looked into . . .and to find out if it is normal for someone to take 3 hours to do a job vs saying they aren't trained and reschedule. I guess I am looking for someone with actual power in the company to acknowledge what I dealt with was not their normal standard. (is that wrong to want?)