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BronsCon

join:2003-10-24
Walnut Creek, CA
Reviews:
·SONIC.NET
reply to TSI Jon

Re: [Cable] Need help here since TSI chose to ignore me.

I was actually agreeing that TSI is not and should not be liable for the customer's inside wiring. However, that doesn't get you off the hook for not replying to the guy for 10 days, which is the point I was making. It doesn't take 10 days to tell the guy "read the terms you agreed to, it's not our responsibility".

You should know from previous threads that I'm a huge supported (though maybe a bit outside your service area) of TSI as a company. I've said (and proven) time and again that, as part of this, I'm also willing to point out where you've screwed up and why your actions were wrong. This is one of those times.

I don't think there's anything to do here, as far as fixing the issue for the customer, other than apologizing for not getting back to him in a timely manner, so after you've done that, perhaps consider implementing a policy requiring that all open tickets be contacted at least once in the first 24hr and at least once in every 48hr period thereafter, until the ticket is closed. Even if that contact is simply an email stating "we haven't forgotten about you", that would go a long way in cases like this one.



TSI Support1
TSI Support
Premium
join:2009-09-28
Chatham, ON
kudos:1

However, that doesn't get you off the hook for not replying to the guy for 10 days, which is the point I was making. It doesn't take 10 days to tell the guy "read the terms you agreed to, it's not our responsibility".

Absolutely agree with this! And we are working very hard on trying to correct our resolution times. I really like the "we haven't forgotten about you" email idea.



TSI Jon
Premium
join:2011-08-24
canada
kudos:10
reply to BronsCon

My bad BronsCon, I read your message wrong. I understand what you mean and yes we definitely are in the wrong for not responding to him in a timely manner. We got behind on emails and they were coming as fast as we were answering them. We are actually fully caught up as of yesterday and are responding within 24hrs now.

Sorry for the misunderstanding.

Edit: the we haven't forgotten about you is a great idea! Definitely will keep that in mind if we run behind again.



BronsCon

join:2003-10-24
Walnut Creek, CA
Reviews:
·SONIC.NET

Nah, you read it right, the 'reply to' line was missing so it read as though I was replying to OP. I had to go back and correct that. No worries, it happens.

Glad to see that you like my idea. It shouldn't be too difficult to implement, with a sane ticketing system, but I'm not sure what you guys are using. There's nto way it would ever happen with the ticketing system I'm forced to work with; and my company develops these kinds of things!! Hopefully I'll be allowed to do a rewrite soon...