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Bender2000
Bite My Shiny Metal Ass
Premium
join:2002-05-06
Dollard-Des-Ormeaux, QC

reply to Computertech

Re: Do any Rogers techs ever post here?

I like how you brought up this issue of supported vs. nonsupported things such as routers. It brings up an important poing. Whenever there's a problem, many techs will blame a router RIGHT AWAY. Oh it can't be the isp it must be your router. I've seen that before. And it wasn't the router. It is really irritating when a tech asks you to disconnect your router and plug the modem into your ethernet card directly just cause they think it's your router. Despite the fact that the router was not a problem in the past. Many many times, techs won't properly listen to knowledgable customers. I think that is a point that was being made here initially.
[text was edited by author 2002-08-11 16:16:55]



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to Computertech

said by Computertech:

The thing yes your correct there are many times when techs do not go the extra mile for customers.

I don't expect techs to go "the extra mile" for customers, but I do expect them to go "the first mile" ... and sadly, a number of them don't even go the first quarter mile, because their goal is to take and dismiss as many calls as possible to make their stats look good. I know the game all too well, for I worked in the support centre of a major computer manufacturer.

said by Computertech:

Yes customer service then is not a pleasant experience for the caller. However when something is unsupported like routers, home networks or such its just that unsupported. There are other means to have it fixed.

Absolutely agree. But at the same time there are real problems that are being dismissed by tech support because of unsupported stuff. The answer to that is to ask the customer to "remove the router, remove the firewall" and try it again and call back if it's still a problem. Instead the customer gets "Probably your router. Rogers doesn't support routers. Is there anything else I can help you with ? Thank you for calling Rogers ... goodbye." The customer is left with a "What just happened?" feeling.

Refer a customer to a place he might be able to get help for unsupported problems .. like here. Don't leave him feeling you don't care.

said by Computertech:

Also if the computer introduces no items, modem capping and such write the company, don't yell at the tech.

Rogers techs are the front line to "Contact us". There is no other email way to contact Rogers.

said by Computertech:

ie. You get gas for your car it sucks and your engine breaks its not the mechanic(whom is trying to help you) fault.

But if the mechanic says "Dunno, might be bad gas, take it to the place you bought the gas, bye!" then he hasn't done a good job. He should say "I think it could be bad gas. If it is, you might want to chase the place you bought the gas ... and you might want to let a place they're happy with service the car so you can make a claim."

Dismissing the customer is not good business.

said by Computertech:

So you found what by the ip. Wow you know I work at Convergys, exciting..
So? You post with a chip on your shoulder like it seems we often get when we call Rogers, then you say you don't work for Rogers ... OK ... The circumstantial evidence suggests you provide support for Rogers ... with the same kind of attitude ... let's blame the customer.


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to Krispy1

said by Lippy:
I'm not necessarily defending poor support and I understand there are individuals out there that have no business to be advising anyone, much less a customer, on anything related to computers but I would like to say that dumping on the call center reps is not really all that fair.
{snip}
It's my opinion that if you would like to attempt to change the level of technical support you are receiving then you should write professional letters to the upper upper management describing you dissatisfaction and listing some solutions (my grandma always told me never to complain unless you had a suggestion). Remember that tech support is a hard thing for bean counters to grasp as it doesn't give any tangible monetary return and appears to just keep sucking up money so they do their best to put a tangible figures to the situation by instituting call handle times, supported vs. non-supported items, etc. But the fact remains that if any company receives multiple complaints and risks losing customers they will adjust their processes. I realize many of you are just venting but it would be well worth the time to sit down and compose a professional letter, simply saying 'This sucks' will not suffice.
{snip}

Lippy, I don't know how Cogeco works, but all electronic communication with Rogers points to one of the support channels, whether by phone, or by mail. All email certainly seems to be filtered through support. Even mail in reply to Rogers management seems to wind its way back through support.

The only way that I haven't tried is with a postage stamp, but it sure looks like that will follow similar paths of filtering.

I absolutely agree "Support stinks" is not a good way to get an answer ... but I think over the last 7 months looking at postings in this and other forums, one gets tired of making constructive complaints when nothing happens when one does. It degenerates to "It sucks".

Even email complaints to support management must go through support personnel ... one has no idea whether one's complaint made it.

Stuart


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to Bender2000

said by Bender2000:
I like how you brought up this issue of supported vs. nonsupported things such as routers. It brings up an important poing. Whenever there's a problem, many techs will blame a router RIGHT AWAY. Oh it can't be the isp it must be your router. I've seen that before. And it wasn't the router. It is really irritating when a tech asks you to disconnect your router and plug the modem into your ethernet card directly just cause they think it's your router. Despite the fact that the router was not a problem in the past. Many many times, techs won't properly listen to knowledgable customers. I think that is a point that was being made here initially.

As much as you don't like the tech asking you to disconnect a router, or shutdown a firewall, this is a necessary part of the debugging process. There are routers and firewalls that have caused all manner of problems. The other day, I was complaining about my mail program being slow initiating the mail transfer. Suddenly instead of initiating it within a second or two, it was taking 5 and 6 seconds. It wasn't until someone else reported another problem related to an AntiVirus program causing performance issues that I decided to turn off AV and check the timing ... back to 1 sec. It wasn't the mail client at all ... it was the AV program. I've got over 25 years in this business with 2/3 rds of that in real time areas where I should know not to blame the obvious.

The tech has no way of knowing if you are really technically knowledgable, or if you can simply talk the talk.

At the same time, I know a lot of techs will say "It's your router ... thank you for calling " as soon as they hear the word router or home network. And that is wrong.

Stuart


travisc

join:2001-11-09
Uxbridge, ON
reply to sbrook

Stuart, do some leg work and find out who runs the show in your area. For instance, I know that Earl Dusek is the VP/GM of the Durham/York region, and with some guessing I got his e-mail address, and he took care of a problem for me. Bypassing the CSRs can be easy and rewarding.



Ascension0
Does God Have A God?

join:2002-05-18
Beverly Hills, CA
reply to SlyM_

---somewhat of a rant---

After reading this post, I had to reply and display some of my opinions of TS call centers, because there are many misconceptions from the customers side as much as there are on the call center side.

Regarding the training and hiring tactics that companies take on a regular basis is not something to be desired, I must admit, non techs hiring / training techs is something that is an integral part of call centers and will always be because its a business and usually ran by business only oriented people and may not have the specific knowledge.

One misconception I truly hate is that consumers think that a call center agent is a shrink robot able to take the abuse and respond with an indifferent/happy voice but truth of the matter is we are human as well, doing a job, and are there to help you if you act like an adult and speak without trying to make the agent feel like he/she is a *beeping* loser out to piss you off personally, you will usually get above average help, and its too bad, that because of the tactics used by upper management that ALL agents are branded incompetent right off the bat.

I personally am an agent and know many more that go way beyond there support bounderies everyday to help you all. And yes I do know of retards in support centers too and wonder if they need sticky note to remind them how to breathe.

And yes when someone calls me with a big issue that is polite, i will listen and fix it. but when i get someone start off a call cutting me off, swearing at me... trust me i will respect that person as much as he/she respects me and will not go the extra mile to help or try to convince my superiors that we should help this consumer out.

For sure i understand where there coming from, i've seen lots of cases where i know i'd probably have blew a gasket.. but behaving like a pseudo-maniac would not go far.

My point is dont pre-judge the agent until you've spoken to him

Also its funny as i get alot of customers ask me how i do it and if i get really bad customers, and how they could never do whatever i do and this brings me to my 2nd misconception which most of us as agent think that the consumers are there to get freebies any which way they can and have no respect for you as an agent.

Generalizations is a very bad thing, but i got to say , the isp i work for has it together for tech support and training. But still has the "save money philosophy" of any other call centers.

Which brings this up, this is what forces us as techs to restrain and follow pre-approve charts because research shows that it saves money, and if go off-track we get repremanded and may eventually lead to a lay-off and then we look like idiots on the phones.

I personally dont do this, so i risk my job each day, as many others do. But if your really good and fix it fast they refrain from handing out there 2for1 acknolegdements for not fixing probs inside a certain timerframe.

Ah well.. i could write a book.. there are 3 types of agents.. the morons, the hands tied behind your back agent, and the few risk takers.

-asc-


SlyM_

join:2002-07-19
Etobicoke, ON

I agree with Sweet And Full Of Grace, the phone tech's are people too. I always get through instantly for some reason which helps I guess. And I'm always polite and friendly. Once the girl i was talking to asked me why I was using soo much upload bandwidth, and asked me if i was "one of those IRC guys?". Cause she was never finding anything off of kazaa and she wanted a better place to go. I told her and she was cool cause i was cool with her. Heh, i hope she didn't get fired if the call was monitored though.
My friend has phoned up rogers tech support and been a prick, and got no help at all. It goes to show ya...

Expand your moderator at work


Ascension0
Does God Have A God?

join:2002-05-18
Beverly Hills, CA

Re: Do any Rogers techs ever post here?

For the unsupported issue, i agree with you to a certain point, i dont mind helping in a general sense of word and i know most routers are the same, but there are too many models out there and too many ways to configure them to help a member out effeciently, i guess call centers dont support them because its either you support all routers or none, and i dont think any isp out there are willing to be that picky to choose there techs solely on there router experience and/or invest money to have all the techs familiarized with them.

-asc-



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

At work, Bell was helpful enough to help me with Router problems... At the time they told me that they did not support Routers, but they suggested a Nexland router. Even though they said that, the tech tried to help me out, going thru settings in the different routers (he knew what was going on) and we just couldnt get it to authenticate PPPoE. We bought a Nexland, and it worked right away. Of course at work we have the business DSL, but regardless, they could have just blown me off.
--
Crunch for Team Discovery!
Also visit www.ihaterogers.ca



Krispy1
Premium
join:2001-12-11
the stix
kudos:1
reply to sbrook

Yeah most electronic communications will get filtered through support so I would probably find out the name of the upper management (ie: president or vice president of customer care) and snail mail them. I know it's difficult but after my experiences with Bell Mobility I know it can be done



Krispy1
Premium
join:2001-12-11
the stix
kudos:1
reply to Ascension0

said by Ascension:
Regarding the training and hiring tactics that companies take on a regular basis is not something to be desired, I must admit, non techs hiring / training techs is something that is an integral part of call centers and will always be because its a business and usually ran by business only oriented people and may not have the specific knowledge.
I agree that not all technical people would make great HR staff however I believe they could have a process whereby a technical person does the first interview and then a business person does the second. They could then follow up on this by using the 'buddy system' after the reps training program and team them up with experienced reps for a few weeks/days and both the experienced and new rep would write up an evaluation on each other at the end of the buddy training....this would, in part, determine whether or not they make it past the probation period.

quote:
Ah well.. i could write a book.. there are 3 types of agents.. the morons, the hands tied behind your back agent, and the few risk takers.
Absolutely agree but the problem is that this is very frustrating for customers as you never know who you're going to get and the moron vs the risk takers have wildly conflicting advice sometimes so it's very taunting to the novices calling in for assistance....who are they supposed to believe. I believe this could be somewhat resolved by technical supervisors taking an active role in the day to day activities of their reps versus sitting on the phone apologizing to customers for the previous failures of aforementioned reps and processes.

On a side rant...I believe the whole area of 'tech support' is somewhat misinterpreted (sometimes with the help of marketing and competition) to mean 'we support anything remotely resembling a computer'. In my opinion it would be much more beneficial to have a very clear line as to what is and is not supported so that the router, hub, etc are unplugged before calling in and waiting on hold only to be told to try bypassing. But of course the marketing people are afraid this would discourage subscribers and give the competition an edge and, unfortunately, in our marketing driven society they are pretty much correct.

GodSpeed5

join:2001-11-15
York, ON
reply to SlyM_

I wasn't joking... I am getting the max speed at the moment from my Rogers connection, I found the problem was actually our Linksys phone-line router which killed speed down to less then half.

Also tech support was great, I enjoy Rogers except for the fact that they cut down speed by half and charge more for the speed we got before (3mb/s) :P
--
Yet another crazy Cannuck!