Support line for acredited proffesionals
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- Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
Support line for acredited proffesionals
09-06-2007 4:27 PM
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One of the really annoying things when having to call support (on all the ISPs I have to deal with) is that they have to start by assuming that they are talking to a total numpty. I totally understand why this should be so. Through not having as many customers as PN we have the advantage of knowing which of our clients are numpties!
I reckon that in over 90% of the support calls that we place to ISPs we have already isolated the issue to be a BT one. Changing out filters, cables, routers, users(?), etc.
What about a method whereby suitably vetted IT professionals could access some sort of a "fast track" system by PIN, or whatever? Maybe only for those PN customers that they have referred? With suitable controls this could save both us and PN a considerable amount of time and heart ache.
Any abuse of the facility would lead to its withdrawl from that person.
Moderators note by John (John_Essex All capitals title made lower case as per the forum rules.
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
09-06-2007 4:30 PM
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Have a look at my response to one of your other posts.
Something like this is on my roadmap
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 6:13 PM
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Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 6:20 PM
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Also, it would help if those of us who become accredited could have our own username that would allow us to deal with our customers accounts without having to remember all of their passwords. Maybe our interest could be recorded on the accounts that we have referred or now manage with the customers approval.
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 8:20 PM
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Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 8:50 PM
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Well, it is not a business support based subject, unless its a business product, and we cannot offer anything other than residential support at the time being.
However, the approach still has other obstacles.
The most glaring one is abortive and special fault investigation engineer charges.
These are £140+vat and chargable to the account holder if applied.
How would these be applied in these instances, were is it being dealt with by an individual other than the account holder?
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 11:19 PM
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Quote from: P I am inclined to agree on this subject, though how to approach this one is the debate.
Great, I don't think anyone has disagreed. So let's see PN beat the rest of the ISPs to providing something that is really needed, of benefit to all, and a great selling point.
Quote from: P Well, it is not a business support based subject, unless its a business product, and we cannot offer anything other than residential support at the time being.
I do see it as a business support issue; businesses pay more for a better service, businesses tend to employ IT professionals (either as staff or as consultants), an ADSL fault can have a serious impact upon a businesses bottom line, etc., etc.
If a residential customer wants a better service let them pay for it and then they too can have the benefits.
Quote from: P The most glaring one is abortive and special fault investigation engineer charges.
These are £140+vat and chargable to the account holder if applied.
How would these be applied in these instances, were is it being dealt with by an individual other than the account holder?
Very valid points, however it is quite simple. Our clients employ us to provide them with what they need in the most cost effective way, and to a certain extent we are authorised to spend whatever is needed. If we make a bad call (pardon the pun!) on an issue we have to justify it.
They certainly do not want to have to deal with the bull$1tt that comes from BT sometimes, "Not our problem, our system is completely serviceable, your kit must be faulty. It'll probably cost you for us to come out" and then all of sudden everthing starts working with nothing having changed at the client's!!!!! How many times have we all seen that one?
I am sure that our clients would quite happily sign whatever is required to give the necessary authority. They effectively do already because unless they sack us who else do they have to go to?
Quote from: P These are £140+vat and chargable to the account holder if applied.
Surely an analysis of PN's existing data on what has caused these in the past would show whether or not this was likely to be an issue?
To be brutal any business that cannot afford to have a very occasional problem that costs it GBP140.00 is probably a business that is in deep trouble anyway!
Quote from: P .... , and we cannot offer anything other than residential support at the time being.
I hope that I am misunderstanding this as the Business Support Team is being trumpetted as a solution to one or two ills. On www.f9.net.uk/referrals/welcome.shtml it says, "We also have a dedicated business support team open in office hours."
Has it died already?
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
13-06-2007 11:22 PM
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Quote from: Tom I hope that I am misunderstanding this as the Business Support Team is being trumpetted as a solution to one or two ills. On www.f9.net.uk/referrals/welcome.shtml it says, "We also have a dedicated business support team open in office hours."
Has it died already?
Not quite understanding this thread so far, must be late
Just answering that point: The business support team is alive and well!
Ex-Broadband Service Manager
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
14-06-2007 4:49 PM
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Quote I hope that I am misunderstanding this as the Business Support Team is being trumpetted as a solution to one or two ills. On www.f9.net.uk/referrals/welcome.shtml it says, "We also have a dedicated business support team open in office hours."
Has it died already?
It is indeed alive and well.
My statement was to reflect the fact that such a process is not one of the business support team, nor is it one for the the residential team alone.
If the customer is a business or teleworker product, you are indeed handled by myself or one of the other business support agents.
It was more to the effect that if the account in question is a residential product, and you are calling through as a "accredited professional" (as per the thread), then it would be handled by the residential line call.
How we would go about such a process is one that needs a lot of thought, as the idea is very sound.
The statements regarding charges are mainly regarding residential accounts. In that you would be agreeing such a charge on behalf of the primary account holder.
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
24-06-2007 1:20 PM
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Also, accredited users should also be able to see active and inactive accounts that they have referred. This surely should be an option for accreditted refers and not mr joe average.
Ben
Source IT
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
24-06-2007 2:33 PM
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Do you have any examples of cases were we are phoning the customer and not the details on the fault report?
This should not be happening. We collect these details for a reason.
Re: SUPPORT LINE FOR ACCREDITED PROFESSIONALS
24-06-2007 10:51 PM
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