morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
 ·Charter Pipeline
 ·AT&T Southwest
| reply to openbox9
Re: premium tech support = downgraded service
i'm not receiving the same support as before. downgrades:
1. tech support to india (can barely understand them and they can't solve the problem, in the 3 times i've had the displeasure of dealing with them)
2. hold times have increased
how is that the same? plus, the provider now has a clear financial incentive to provide less to standard tech so that people are so disgusted they will pay for "premium" support. |
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openbox9
join:2004-01-26
Navarre, FL
·AT&T Southeast
·Mediacom
| 1. I'm guessing that tech support was already outsourced to India and was not a direct result of the creation of the "premiere support" option.
2. That is a potentially legitimate complaint. Do you have numbers to show the before and after?
The provider still has a requirement to satisfactorily provide the service for which you are paying. Anything less is default of contract. Anything additional that you may have received in the past is a bonus. I find it difficult to believe that if customers are disgusted with the level of support from a company, that they would be willing to pay more to that company...I know I wouldn't. |
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