Sky has limits

[bearbehind]

BB = Bearbehind Sky = Annoyingly thick tech support staff.

After a good ten minutes identifying myself with phone number, address, name and passwords I finally have the following conversation.

SKY = Hello can i help?

BB= Yes hello, I subscribed to your broadband service a month ago and my broadband box was stopped working. No power is getting to it so i think the adapter is shot.

SKY = Are you getting a broadband light?

BB= No, there are no lights at all.

Sky = Is there a power light on?

BB= No, like i just said there are no lights at all.

SKY = Ok, so you have not got a wireless light either.

BB = *Sigh* no, nothing.

SKY = Is your box plugged into the master socket.

BB= *confused pause* Well, no... its the power thats gone... how will that help?

SKY = Could you plug it in to the master socket for me?

BB= Um... ok...

*lots of fumbling whilst I disconnect my cables and move the box to the socket under the stairs. (all the time raising the cost of this call.)*

BB = Ok... done.

SKY = Ok, are you getting a signal light?

BB= No, THERE IS NO POWER!

SKY = Hmmm, sounds like a problem with the box or adapter....

BB = No ****!

SKY = We will dispatch a new one to you.

BB= thank you!

Is there no intelligence in the world anymore!!!:undecided:

[Vulcanz]

lol my dad argued with bt internet for 6months because are "5meg" connection was doing 56k......imagine how much i was crying because i couldnt play wow, but anyway there based in india and i live in the UK. My dad as no patients and god endless arguing.......

[Brene]

I think sometimes tech support folks have to drill a person with the basic questions like that due to the utter stupidity of some of the people that call. I have never worked in the support roll but have friends who do. And there are stories. I can almost guarantee that someone has called with the same question only to realize...Doooh, I need to plug this in!!!! I have seen it go both ways too. I have on several occasions had to teach the tech guy.

[Zendarin]

I think sometimes tech support folks have to drill a person with the basic questions like that due to the utter stupidity of some of the people that call. I have never worked in the support roll but have friends who do. And there are stories. I can almost guarantee that someone has called with the same question only to realize...Doooh, I need to plug this in!!!! I have seen it go both ways too. I have on several occasions had to teach the tech guy.

You are absolutely right on both counts. There is also one more factor - working phone support is incredibly high turnover (largely due to the stress factor of having to deal with the aforementioned morons that call in and swear at you and call you names because of something stupid THEY did and now want you to give them the company for free). This means you are continually having to staff new people and you really have 2 choices: run seriously understaffed and take 1-2 hours to answer call thus resulting in even MORE pissed off screaming customers OR hire warm bodies that can't figure out how to get out of a paper sack and then train them as best you can.

There IS that rare company such as how mine is finally starting to run - raise wages to attract better people then fire all the idiots - but most tech support operations are far too short sighted to figure this one out.

[Anoeil]

Brene is totally right. I worked in tech support for 6 months or so, and you wouldn't BELIEVE the kind of morons I got. Like this one dude, who argued with me for like 10 minutes on how all the stuff we sent was crap, nothing ever worked, the power went out after 5 minutes of plugging it in, etc. Then what do I hear in the background? His wife plugging the goddamn thing in! Tada, problem solved. Guy goes silent for 5 sec and hangs up, without as much as a word. Apparently, he didn't think he needed to check that before he called.

And then there was this lady who couldn't figure out that you were supposed to install the stuff we sent... Like, actually pick up a package at the postoffice. Don't even get me started on that one.:tongue:

That's why tech support asks those moron questions.:wink:

[Glurin]

I've had several calls where I'll run them through some basic troubleshooting such as reboot your router, check your cable connections, etc, and I'll get a "Yeah, yeah, I've done all that! You need to send somebody out!" response. I go out and hold up a disconnected cable, plug it into the router, and hand them a bill. Thats why tech support asks you such simple questions even if you think you know whats wrong. Frustrating and a bit patronizing perhaps, but it does serve a purpose. It saves both of us a lot of headache, time, and money.

[Telic]

Actually there is a famous example of Tech Support asking very similar questions to BB's, and with good reason; I'm not certain that this is %100 true but....

After reporting that the computer is 'not working', slowly the irate customer is forced to reveal that....
the computer won't even turn on....
no the monitor won't turn on either....
no there are no lights indicating power of any kind....
yes everything is plugged in....
no they can't check the manual to ensure all cables are connected....
they can't check the manual because there are no lights....
no, not even the house lights are working....
well there is a power cut in the neighbourhood....

[JaedxRapture]

BB = Bearbehind Sky = Annoyingly thick tech support staff.

After a good ten minutes identifying myself with phone number, address, name and passwords I finally have the following conversation.

SKY = Hello can i help?

BB= Yes hello, I subscribed to your broadband service a month ago and my broadband box was stopped working. No power is getting to it so i think the adapter is shot.

SKY = Are you getting a broadband light?

BB= No, there are no lights at all.

Sky = Is there a power light on?

BB= No, like i just said there are no lights at all.

SKY = Ok, so you have not got a wireless light either.

BB = *Sigh* no, nothing.

SKY = Is your box plugged into the master socket.

BB= *confused pause* Well, no... its the power thats gone... how will that help?

SKY = Could you plug it in to the master socket for me?

BB= Um... ok...

*lots of fumbling whilst I disconnect my cables and move the box to the socket under the stairs. (all the time raising the cost of this call.)*

BB = Ok... done.

SKY = Ok, are you getting a signal light?

BB= No, THERE IS NO POWER!

SKY = Hmmm, sounds like a problem with the box or adapter....

BB = No ****!

SKY = We will dispatch a new one to you.

BB= thank you!

Is there no intelligence in the world anymore!!!:undecided:

I LOLED! The only thing funnier is Blizz's GMs' obscure referances and requests regarding deleting WTF files and custom user-interface addons.

[bearbehind]

Hello i'm back... I'm still not on at home and have had to call Sky 4 times now to 'assist them to fill in some some details.'

Each time they have asked me the same damn questions and i have given the same damn answers until i just exploded with fustrated rage to the poor gimp on the other end of the line.

I know why they are leaving me repeated messages to call them, its to cover the cost of a new box in expensive tech support calls. I'm currently prepping a letter to their complaints commission stating that having given all my correct details first time round that i have wasted money calling their support again adn again, (on the last call they admitted that the box was already on its way) and that they can refund the money.

I just cannot believe the level of sheer stupidity that these people have. I hope to be back online early next week, if not expect a shooting spree at the sky offices!! :rant:

[gmedina]

Yup happens all the time so do what i do...pretend your doing what they ask you to do.

Them:"Can you please unpluge the network cable"

me: " i did that already the problem is on your end"

them" lets just redo and make sure"

me: "ok, *sit there wait a few sec* ok i did it"

them: " ok is it still down"

me: "yup"

them: "ok lets try and reset"

me: " ok *sit for a min* did it"

them: " did it work?"

me: "nope"

them: "ok well send out support"

me: "ok thx."

See much less stress and much more fun.

[Kodonn]

Yup happens all the time so do what i do...pretend your doing what they ask you to do......

me: "ok, *sit there wait a few sec* ok i did it".....

See much less stress and much more fun.

Much more fun if you also add in a bunch of noisey sound effects.
Fumble around, bang a few things together, do the fading-stomp across the floor like you had to run 2 rooms away to hit the reset button....:grin:

Makes them wonder just what kind of set up you have.

[gmedina]

Much more fun if you also add in a bunch of noisey sound effects.
Fumble around, bang a few things together, do the fading-stomp across the floor like you had to run 2 rooms away to hit the reset button....:grin:

Makes them wonder just what kind of set up you have.

Ohhhhhhh, i like it.:shocked: Im gonna remember to do that.

p.s. on a side note if you want to get rid of telemarketers, ask them "Have you been saved by jesus". Then continue the discussion about how they need to be saved and keep it goin as long as possible. I promise, that group will never call you back.

p.p.s. dont try this when a local church calls, kinda doesn't work.

[bearbehind]

p.p.s. dont try this when a local church calls, kinda doesn't work.

For churches, or indeed the infamous JWs, you need to change tact. Try heavy breathing, playing 'porn music' in the background, asking them what they're wearing and occaisonal groaning whilst they are talking to you. If all else fails ask if their religion permits spanking animals or public defilement.

That ought to do it... :smiley:

[bearbehind]

On the flip side - i have just upgraded my account with absolutely no problem whatsoever. The guy did it over the phone instantaniously so i now have faster speed with more usage. (so i can down load the mammoth patches.)

Hurray for me!!!:thumbsup:

Seems when money is involved Sky has it's best people on the case and leaves the three eyed great unwashed in the tech support. :tongue:

[Glurin]

Yup happens all the time so do what i do...pretend your doing what they ask you to do.


The best part is when I hand you a rather expensive bill. You get to pay me over $100 for something you could have easily done yourself if you actually followed what tech support told you to do. :wink:

[KingTurtle]

There are a lot of intelligent people in this world, it's just that you're bound to meet a lot of dumb people too. At least you got what you wanted.