karthwyne
join:2003-04-27
Atlanta, GA
 ·AT&T Southeast
| reply to inteller
Re: Would you like an extended warranty with your DSL?
the vast majority of calls to ANY helpdesk are not related to the product the desk supports.
During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1%
should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no.
during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP.
the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. |
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jesseb_66
join:2002-12-06
Tucson, AZ | I agree with you 100% though 0.1% seems a little low... Do you mean 1 in 100 or 1 in 1000 calls were actually the ISP's fault?  |
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MTC_Wes
join:2004-04-22
Fergus, ON
| reply to karthwyne
I agree with you 100% karthwyne, hopefully verizon hires support reps that are capable of diagnosing issues outside of no DSL sync. If not than there's isn't much of a point...
Customer: "I've paid my $10 this month for premium support, now I wanna know why is it that my windows 95 machine is so slow"
Support: "I believe there's a problem with your DSL, please call comcast....." |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
1 edit | reply to karthwyne
said by karthwyne  :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1% should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no. during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP. the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. I concur. I worked Tier 1 with SBC DSL and the vast majority of the calls where problems with the PC or PEBKAC, not with the actual service.
I think SBC tried something out like this service, but I don't know how well it worked. |
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tpac_man
join:2007-02-27
Riverbank, CA
·AT&T DSL Service
| Yep I worked Tier 2 at SBC and remember them making us push for "support plus". Customer's were charged by each call instead of a monthly rate. I think Verizon is doing a great job with this new Premium tech support and hopefully it works out for them. Most issues are PC related, but there are still alot of issues on the ISP side as well. |
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soothsayer15
join:2002-03-01
Irving, TX
| reply to Maxo
said by Maxo :said by karthwyne :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1% should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no. during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP. the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. I concur. I worked Tier 1 with SBC DSL and the vast majority of the calls where problems with the PC or PEBKAC, not with the actual service. I think SBC tried something out like this service, but I don't know how well it worked. I agree with the plan. I used to work in tech support too and I know exactly what you are talking about. The best tech reps quit because they get tired of know-it-all customers combined with bad company policies.
People think that just because a broadband connection is attached to their computer, their ISP is responsible for everything that happens on their computer.
They can't figure out how to setup a print server, but instead of calling the manufacturer because they charge, they call the ISP. They also get mad because they are "losing tens of thousands of dollars" because made their business solely reliable on a $20 a month broadband connection. Hey genius, if you business makes that much, get a T1 or 2 ISPs.
People are quick to bash tech support, but if you sat in the other side of the phone, your opinion would change quickly. |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to karthwyne
said by karthwyne :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. And that number shrinks every day! |
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notwrth10
join:2007-03-03
1001EB
| said by ph03n1x :said by karthwyne :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. And that number shrinks every day! What are you smoking and where can I buy it!?!?!? That number in my book grows every day! |
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ph03n1x
join:2003-02-15
Sanford, FL | I meant the number of calls that are relevant to the place a customer is calling goes down every day. |
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