Support staff giving out incorrect information is something which happens here in Sheffield too, as these forums will bear out. It is unacceptable and we will deal with it but it certainly is not indicative of the overall level of support provided across both sites. A sweeping statement such as that santiago is in no way justified.
Be in no doubt, where we see inaccurate information or unnaceptable levels of support being provided, irrespective of location, the same procedures of training and quality management will be implemented.
If we get the details of the OP's client we'll certainly educate accordingly.
The problem is Mark that I have called Sheffield on many occasions and have spoken to people who are competent in their job, the guys in Sheffield know their business you can tell that as you can talk to them about technical things and run suggestions past each other. Whereas when you try to ask a support person oversea's anything technical they more often than not stray away from the question as they dont know the answer and carry on reading the script thats in front of them.
What I am saying about the call centre is that this is my first dealing with them and it wasnt satisfactory, first impressions last!
Like many of us who are still with plus.net and paying rather than going to a free provider most of us are still here and paying as we expect a high standard of technical support from people that know their business, and from my first experience with the overseas call centre I feel that we are about to lose this high standard of service we have come to expect.
Dont worry about educating the OP's educate yourselves first and realise the importance of keeping plus.nets support UK based with people on the end of the phone who are there because the have an interest in what they do, rather than having people overseas being there because of the money they can earn.
Rumour about Customer Support