Aurora wrote:
It isn't the workers fault I know but they can't/or are not allowed to
answer a question that isn't on their script. I don't mind spelling things
or repeating answers but I would like them to be able to answer simple
questions such as if I'll get a renewal notice.
The whole "scripted support" thing amazes me. It's entirely beyond
me what the people who put these policies in place think they're
achieveing, other than angering their customers and ensuring their
support staff will never gain skills so as to become more useful to
the company. I can see that they might want to place clear
boundaries on support, for example "no, we're an ISP, we won't help
you fix your computer because it has eight million viruses on it.
Here are a few companies you can call..." . They go a lot too far
with this though, to the point that it becomes simply bizarre. I've
called one big OEM, who I shall leave nameless, and been told "I
can't help you with that, it's not on our script" then asked the
same question a different way and got an answer. Hilarious.
Ha this reminds me a lot of BigPond's support line - I don't know if
I got through to India or just got two different people with Indian
accents - if the former at least BigPond's service center didn't have
the audacity to have them fake being a local like a lot of US
companies do where the call center staff have to be "Americanised"
(or is that "Americanized)" and know how to talk in an americanised
Indian accent and know enough about Gridiron/baseball, know about the
current US news and weather etc to hold a conversation.
the trouble was back then they new jack5h17 about macs and the
scripted response was purely for Mac OS 8&9. I was trying to set up a
late model G4 iMac and the guy on the other end kept telling me I had
to boot in to OS 9 to be able to connect and I kept telling him that
these models WOULD NOT boot in to OS 9 then he would try and tell me
how (Apple Icon top left of screen/System preferences/start up disk
etc with him adamant that It would work and when I did it just to
prove it wouldn't work (including holding the phone to speakers so
he could hear the reboot chime) I asked him to speak to his
supervisor and to make them aware that thier information was
incorrect his supervisor then came on the line and after going
through everything all over again stated that the machine was
"certainly faulty" and that I "need to have it repaired " or have the
OS re installed. <sigh>
--
~
Mark Secker [EMAIL PROTECTED]
9380 2308 (GSE) 9380 1855 (ECEL)
ECEL Computer Support Officer, University of Western Australia.
CRICOS Provider No. 00126G
~
"Man cannot discover new oceans unless he has the courage to lose
sight of the shore."
Andre Gide
"Life is not a journey to the grave with the intention of arriving
safely in one pretty and well preserved piece, but to skid across
the line broadside, thoroughly used up, worn out, leaking oil,
shouting GERONIMO"
Hunter S Thompson(?)
