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kungfu78
join:2004-02-03
Little Rock, AR
1 edit | reply to whocares
Re: NOW, I've have something to say SWBELL/SBC/DSL
Here's my experience with the phone tech support:
"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---
I proceed to tell the tech support person that my DSL modem is losing sync every minute; the DSL light blinks red, then green, then solid green, then loops.
"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
I've already done this about a million times already today, I called tech support 3 times already today and I need for someone to test my line. The problem is not in my internet explorer.
"Ok, sir, open up internet explorer and go to tools/internet options and delete your internet files"
Can you not just check my line or modem logs and see the connection instability? The modem will not lock on.
"I'm sorry sir, we do not have the ability to run such tests on your modem. We cannot access it."
"WHere is the modem located?"
kitchen counter next to the phone jack.
"Is there any filter on the phone line?"
Yes, there is one DSL filter on the line.
"You're not supposed to have any filters on the line, that is causing your problem"
Um, this is the dsl filter that came with the kit, and it said in the instructions to use a filter. The filter is connected to the wall and it splits to my modem and my phone.
"...Is the dsl line on the 'right' side of the splitter?"
Um, yes. The splitter is on the right....The splitter is labeled and says 'phone' and 'dsl' so I know I have it connected properly..
So there's nothing you can do to fix this problem?
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
Click. Click. "If you'd like to make a call, please hang up and try again."
I was waiting for the phone tech to "prepare the documentation" and "open the trouble ticket" for at LEAST 10 minutes. The total time on the phone was about 35 minutes of mindless script-reading.
The sad thing is, I had to call them several times that same day and of course, each time it was someone in India.
Every call went the same way. I don't think they know how to use a computer because it seems like they type 5 words per minute and that's why I had to wait soooooo long after all the script-reading was done in order to get a line tech. Finally, I Just called billing and they transferred me to an American tech who knew what he was doing and the same day I had a technician visit.
The problem ending up being a bad modem. He swapped it out and everything's been good ever since. | |
kungfu78
join:2004-02-03
Little Rock, AR
| I forgot to mention that out of 3 calls to an Indian Tech support person, I got magically "disconnected" 2 times and had to call back after going through about 30 minutes of bullsh*t.
I guess 33% "success" rate isn't bad.
and when I say "success," i mean not getting hung up on. | |
jm
join:2003-09-21
Graceville, FL
 ·WildBlue
| reply to kungfu78
said by kungfu78  :
"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---
"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
--------------------------
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
All the above is scripted and required on each call, if any of it is not done, and the agent is being monitored, then they fail. I agree 100%, it is a pain in the a**. I never do any of the opening by script, unless I know I am being monitored. I also don't follow the stupid Call Flows.
Obviously most scripted agents don't think outside of the box, and pick the wrong Call Flow to follow, that is why they have you do those completley unnecessary troubleshooting steps. | |
whocares
Premium
join:2003-07-26
..
1 edit | Just an UPDATE
hello all,July 25th "kungfu78" & to all in the past WHENEVER I called to sbc tech support, I WOULD give my #,not even wait for the questions, yes your talking to,yes this is a good # to call me back on, and I NEED TO SPEAK to a teier 2 tech, and YOU weren't magically disconnected you WERE JUNG UP ON, when called back the so called tech's will tell you ""its YOUR isp,its your computer,its your modem, NEVER is it their fault or that they hung up on you,,,that WAS & IS IN THE PAST,
NOW (update) i don't even bother to call them,except to find out if a problem in our area.I either come here &as, or if i can't access the internet..
then its's
BY GOSSSSSSSSSSSSSH I'LL FIX YA,
I'll FFFFFFFFFFFFFFFFFF DISK you, (format computer)
which i haven't had to do since I quit talking or dealing with the over sea's personal.as i found out most are reading from a script,and have no idea what a computer does or
what the
"'thing a ma jig does when I pust the button and that "what's ya ma calls its go whoosh & pop big zap" and the screen has all these pretty cloros on it.
I like DSL/SWBELL products,( if i didn't i wouldn't spend $125.00-low to 185.00-high per month,,no not a business) or have every option I can get) but really turn against their overseas support help.."jaz" | |
IKNOW IT2
@direcpc.com
| reply to kungfu78
Re: NOW, I've have something to say SWBELL/SBC/DSL
I am sorry .....
Ya know we hate saying this crap as much as you hate hearing it. If the powers that be would concentrate as much on the actually fixing your issues, as they do pounding their stupid scripts into our heads, we would all be happier! I cannot tell you the last time we had training on a tech issue, but I can sure tell you when they last brainwashed us on opening and closing scripts. Why don't you the clients call, write or pound on the doors of sbc and complain on how inconvenient it is for you to sit through this silly crap! | |
hawki54
join:2004-05-30
Panorama City, CA | I agree but don't count on SBC changing their tune on the scripts , it would also be nice if SBC would America to work instead of other countries. That's probably more wishful thinking | |
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