How dumb can you get -- Customer Service from Smart WIFI

[soulkeeper1357]

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I have been a subscriber for Smart WIFI since it started with the wireless "broadband connection" they say.

There are times that if we ever get no connections from this service we tend to call their *1888 hotline for immediate solutions for the problem. The problem is that most of the people answering your queries are like answering machines. A predetermined set of instructions they want you to follow form deleting cookies, reseting the CPU, removing the LAN plug...etc..etc.. etc.. and there are no effects most of the time. And sometimes they say because I passed through a Network, what a flimsy reason, the day before it was working fine and now its not? whats the difference between yesterday and today in regards to the setup of the equipment.

These people needs to be fines for services not rendered..

[rlcrl]

sayon ra na bro, pahibaw-a daan ang csr nga nabuhat na nimo ang basic troubleshooting many times and mao lang gihapon.

[joshbonz]

mu insist man gihapon sila to do the basic troubleshooting again with them on the phone...

not to intrude on you on this part bai, but that is exactly what technical service representative is all about. I worked in one of the call centers here in Cebu, and part of our opening spiel is to asked bunch of predefine tech questions.. this predefine tech questions are common whenever there's technical/customer service added into it. Tech person's hate this as much as you hated them also, but it's just what the company requires them to do.. I hope you understand that it's just part of their job to asked that. It's what the company dictates them to do.

I have been a subscriber for Smart WIFI since it started with the wireless "broadband connection" they say.

There are times that if we ever get no connections from this service we tend to call their *1888 hotline for immediate solutions for the problem. The problem is that most of the people answering your queries are like answering machines. A predetermined set of instructions they want you to follow form deleting cookies, reseting the CPU, removing the LAN plug...etc..etc.. etc.. and there are no effects most of the time. And sometimes they say because I passed through a Network, what a flimsy reason, the day before it was working fine and now its not? whats the difference between yesterday and today in regards to the setup of the equipment.
These people needs to be fines for services not rendered..

There are many things that could be the cause why your broadband connection just stop bai.. and there's a big difference in the point of time between yesterday and today.. there are myriad culprits on why your not able to connect using your pc bai.. but please, spare also the tech rep who is doing what their job dictates them to do naman.. You can never say that this people are not doing their job, because i tell you, they are... just broaden up your horizons bro.. sometimes in life, there are many things that happen even if you dont like it to happen and just think.. technology even how you may think is perfect, has flaws.. nothing is perfect in this world even technology that man made.. it just happens as it happens even if you don't like it to be

[rlcrl]

mu insist man gihapon sila to do the basic troubleshooting again with them on the phone...

sayon ra gihapon bro, tumani lang siya pero ayaw buhata, hope you get my point, then after kunohay nahuman na ang cylce sa troubleshooting ninyo, ingna mao lang gihapon ang problema unya request ug field visit. mas maayo kung naa ka number sa installer.

[c_cebrecus]

it's SOP (standars operating procedure)

just tell them you've done everything there is to be done, and nothing has worked.. that way, they'll send a technician..

[hacxcena]

That's the problem of most tech support right now, because the one who answer the phone is a call center agent not the technical employee of the company and the have just look for kudigo to do some troubleshooting bisan imo na gibuhat balik balikon gud na nila kay wla man sad na sila perosnla knowledge nagtamod raman sa ila kudigo. Call centers is the downfall also of reliable technical support that we think help us when their are problems that we encounter. Just don't hope you can get an immediate resolution of your problem basta ingon ana imo probloema. Mas maau lang na call centers agent imo tawagan if you just need an info but technical gani wla na sila mahimo gawas sa pag ticket sa complain.

[Hot Ice]

equipped man gihapon na ang call center agent bro.. depends lang gyud cguro sa company, sa HR, or sa tao mismo. naa man call center diri nga empowered gyud ila agents sa tanan kailangan para pag resolve sa issue and dli na murag parrot nga pa balik balik. naa ra gyud sa agent. pero sakto ka bro, wala gyud alamat ang agent sa smart wifi about sa ila technical. gabasa ra gyud og script nga borin gkaayo paminawon. and problem is, sa experience gyud nako before, mura gyud og PARROT ang agents sa smart wifi. pahawa na dira bro. dli na kailangan mag antos pa kay naa globelines dsl. nibalhin gyud ko kay dli gyud ko content. ako gibutang didto sa ako written complaint gyud nga wala ko kontento sa ila customer service and ila speed is very low compared sa advertised speed..

[GlassMoon]

I have been a subscriber for Smart WIFI since it started with the wireless "broadband connection" they say.

There are times that if we ever get no connections from this service we tend tocall their *1888 hotline for immediate solutions for the problem. The problem is that most of the people answering your queries are like answering machines. A predetermined set of instructions they want you to follow form deleting cookies, reseting the CPU, removing the LAN plug...etc..etc.. etc.. and there are no effects most of the time. And sometimes they say because I passed through a Network, what a flimsy reason, the day before it was working fine and now its not? whats the difference between yesterday and today in regards to the setup of the equipment.

These people needs to be fines for services not rendered..

Believe me when I say this -- our local tech support, regardless of which TELCO-ISP they're from, DO NOT KNOW SQUAT. One time I called SMART BRO tech support asking for their DNS and she told me that she can't "give out" their DNS because of "security reasons". See? Even they're scared of cyber-terrorism. After the conversation with the tech support, I found out in a few minutes what those DNS were. And I'm gonna blast them with a sperm-full of TROJAN.

[vladmire]

@GlassMoon not all callcenter agents are talented as you

[GlassMoon]

@GlassMoon not all callcenter agents are talented as you

Whoever said I'm a callcenter agent?