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urbanriot
Premium
join:2004-10-18
Canada
kudos:3
Reviews:
·Cogeco Cable
reply to Cogeco_Aaron

Re: [Burloak] Cogeco fix your customer support attitude!

As a long time forum member and Cogeco customer, one who appreciates accountability, I'd be interested to read any follow up to this 'case' if one can be disclosed.

As CptGemini suggests, my initial reaction would be that someone's out of space yet Leathal points out that their was enough space as indicated above; although it's still possible that he solved this himself without realizing.

While I'm always skeptical when people relay that their problems were 'magically' resolved, I was once sitting right beside a family friend who called Cogeco and was told by a female representative they couldn't help her fix her Windows Live Mail settings, to resolve a mail.cogeco.ca issue, because "things aren't where they're supposed to be" while she was trying to walk the customer through resolving the problem. Or in other words, she wasn't equipped to do her job.


Leathal
Premium
join:2002-02-09
canada
kudos:2
said by urbanriot:

As a long time forum member and Cogeco customer, one who appreciates accountability, I'd be interested to read any follow up to this 'case' if one can be disclosed.

As CptGemini suggests, my initial reaction would be that someone's out of space yet Leathal points out that their was enough space as indicated above; although it's still possible that he solved this himself without realizing.

While I'm always skeptical when people relay that their problems were 'magically' resolved, I was once sitting right beside a family friend who called Cogeco and was told by a female representative they couldn't help her fix her Windows Live Mail settings, to resolve a mail.cogeco.ca issue, because "things aren't where they're supposed to be" while she was trying to walk the customer through resolving the problem. Or in other words, she wasn't equipped to do her job.

The key problem here is the tech never explained anything to my mom in simpler terms that she herself could understand. Unfortunately when you work for any tech company dealing with clients who sometimes aren't as bright as you requires a little bit of extra explaining on their level.

Second the tech never asked my mom what line of business mail application she was using. If Cogeco doesn't already have a KB for their tech to access freely then they need to make one showing their techs mail LOB application settings look like so they better walk them through the diagnoses.

Third the after my mom had already told the tech that I (her son) has helped his mother in the past when there have been issues the tech never offered or bothered to email my mother a list of instructions so her son (me) can have a look at them. (failing #2)

Fourth the tech never said to my mom let me have a look at your mailbox on our servers to see if its full? As soon as the tech answered the phone and my mom stated the problem the tech was very rude and told her "the problem is on your end.." so if the tech has gone in and dumped out emails that for some reason were there when her Windows Mail doesn't have the option to save a copy on the server checked then the tech failed to revel something.

Fifth the tech was very rude to her from the start, not trying to help her, just basically wanting to end the call and close the ticket. People who aren't healthy like this either need some vacation time or need to find a job they will be more happy in. Grant the tech might have been told off by the previous customer or by her boss it still doesn't give her the right to mistreat the next customer.

I think Cogeco should do a blitz were by have people from customer service call the client back after they have dealt with someone in support to do a follow up. This way they might be able to paint a better picture of the people who are working for them and actually make some good changes in the right direction.

My mom said to me today that while she was on Bell Sympatico she never had a problem, her email cam through her Windows Mail and it too was not set to keep a copy on the server.

There is a lot Cogeco could learn for this...good things!


kim
That Chick
Premium,Mod
join:2001-03-25
ON
kudos:8
Reviews:
·Cogeco Cable
Your Mom is part of a very large demographic of ISP's client base and therefore techs are very used to dealing with people who need very basic explanations. No excuses.

I hope they get to the bottom of this and I hope you'll share that too.
--
Fluent in 3 languages: English, Sarcasm and Sexual Innuendo.


urbanriot
Premium
join:2004-10-18
Canada
kudos:3
Reviews:
·Cogeco Cable
reply to Leathal
said by Leathal:

Fifth the tech was very rude to her from the start, not trying to help her, just basically wanting to end the call and close the ticket.

My response to this as well as another of your points is that this service representative and possibly others, aren't well trained on dealing with older, non-technologically savvy adults and provide support at a pace that's frustrating to the recipient of this support call and to the provider, since they don't have the patience.

Sometimes this inability to aid older people comes across as rude to the recipient. I know this from the phone support I'd provided many years ago, where I was nice as peaches... but I was just too fast for the person on the other end.

The other problem is a lack of knowledge on supporting the products that clients use. There shouldn't be a perception of rudeness if a support representative can smoothly walk a person through supporting one of the most popular email clients, because they have it in front of them as well.

I'm curious if Cogeco representatives have imaged PC's or virtual environments with regular configurations on them, to provide proper technical support. Your post and my previous experiences suggest they don't... or at least, they're not skilled enough to follow them.

One bad experience is all it takes for one person to bad mouth Cogeco to everyone they know while a good experience has a far greater effect than billboard advertising.

said by Leathal:

I think Cogeco should do a blitz were by have people from customer service call the client back after they have dealt with someone in support to do a follow up. This way they might be able to paint a better picture of the people who are working for them and actually make some good changes in the right direction.

I agree. An independent employee who's skilled and higher up should do a follow up call shortly after the call was ended to ask if a) the issue was resolved and b) how happy the recipient was with the call.

I also feel they should be listening to more support calls, at least with their new initiates.

My experiences with Cogeco's technical department has always been positive, but I'm calling into the business side of Cogeco and I have a technical background.