said by HenryA:Interesting business model. The customer had to complain on an open forum, and then someone who supposedly works at the company makes a glib comment and he should be thankful.
Just. Wow.
Nobody wants to pay the rates involved in having 24hr support with 2min wait times. Properly training a DSL tech takes time and money, so it's not like they can snap their fingers and fill up a call center with a bunch of people who can actually cut the cheese. Plus, it has to be someone who'll work for minimum wage as there is too much pressure from India driving the labour rates down. People got smarter, so very few wanna get into the field in the first place. IT support is a dead industry in North America.
Customers can always go to Bell and talk to Jayeshkumar, reading his script, from a call centre in Mumbai, but chances are he won't be able to help the customer anyway. Most of the indies went with mostly properly trained staff based out of North America and are better able to provide proper support.
This goes for any independent ISP: E-mail support with a brief description of your problem. That way, the tech can do a bit of basic troubleshooting before even calling you and that reduces the waste of time for both you and him, which translates into them being able to handle more volume.