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Helpdesks? Are they?
Anyone else worried by the quality of helpdesk and call centre 'assistance?'
This is a snippet from my latest request for help. Asked them to reset my online storage, as I had deleted all backups and was going to start all over with a new plan; but, the system kept saying I had almost max'd out and needed to purchase more storage.
two paras of their reply, "So according to our records you still have 24.30GB of files stored in the secure online storage out of 25 GB. That is the reason why you are receiving the alert message stating that you are very close to the total online space.
I am unable to confirm you what the exact cause it could be due to, as the correct space does not reflect even after deleting all the files in the storage. This issue needs a deeper analysis to resolve this issue. However, I recommend you to contact our online Chat Support at this situation."
Well, it worried me that once again they couldn't help. I don't want to trust my internet security and backups to a company that allows this sort of reply to be sent to customers. Of course it could be an automated reply, or someone going down a list and picking the closest response to my request. However, they are an international corporation, and have a good reputation, but their way of doing business worries me.
I have uninstalled their software, and returned to my previous supplier of security and online storage.
And I always remember the Court-Martial where a helmsman said, "Everything was just fine, before the collision."
Anyone got any thoughts on this? I think we need to go back to experienced people on helpdesks and in call centres, instead of giving someone a few hours training and then putting them on the phone or in front of a computer. They may be very clever but they are not experienced, so they are reading from a prepared, standard script.
Old Salt
This is a snippet from my latest request for help. Asked them to reset my online storage, as I had deleted all backups and was going to start all over with a new plan; but, the system kept saying I had almost max'd out and needed to purchase more storage.
two paras of their reply, "So according to our records you still have 24.30GB of files stored in the secure online storage out of 25 GB. That is the reason why you are receiving the alert message stating that you are very close to the total online space.
I am unable to confirm you what the exact cause it could be due to, as the correct space does not reflect even after deleting all the files in the storage. This issue needs a deeper analysis to resolve this issue. However, I recommend you to contact our online Chat Support at this situation."
Well, it worried me that once again they couldn't help. I don't want to trust my internet security and backups to a company that allows this sort of reply to be sent to customers. Of course it could be an automated reply, or someone going down a list and picking the closest response to my request. However, they are an international corporation, and have a good reputation, but their way of doing business worries me.
I have uninstalled their software, and returned to my previous supplier of security and online storage.
And I always remember the Court-Martial where a helmsman said, "Everything was just fine, before the collision."
Anyone got any thoughts on this? I think we need to go back to experienced people on helpdesks and in call centres, instead of giving someone a few hours training and then putting them on the phone or in front of a computer. They may be very clever but they are not experienced, so they are reading from a prepared, standard script.
Old Salt
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Most Help desk can't speak or understand English proper never mind help you. You spend most the time asking them to repete what they just said as you can't make out what there trying to say.Even when you tell them the problem they start trying to talk you through things you needn't do as you know i'ts not that what is the problem.
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