In article <[log in to unmask]>, dated Tue, 15 Dec
1998 at 10:55:40, [log in to unmask] writes
>Has anyone else noticed a mega down-shift in the accessibility of Demon
>Support? This for the last 6 months or so had been unrivalled in day & night
>accessibility and one basis of my contentment hitherto with Demon even if
>it is
>not free. Why they have chopped this service when there is so much competition
>about is something to wonder about. Standby for an announcement in falling
>profits?
I think it would be helpful to explain exactly what you mean by the
above as it could be construed as misleading and depriving Demon of
business.
As far as I am aware the only recent announcement regarding the Demon
Help Desk is that of 0845 local rate access. I believe that in
conjunction with this they have also introduced a queuing system,
presumably under the belief that many callers would prefer to enter a
queue rather than get a busy tone now that no-one need be paying
regional or national rate while waiting. Some have seen that as a
backward step although that has to be viewed against historical
complaints that Demon Support numbers were always engaged.
A Demon staff member also wrote the following in one of the Demon
newsgroups at the end of last month:
"There is currently about a 3 week backlog on email at the
helpdesk.
The only way to address this is to reduce the number of staff
taking phone support.
Given the choice, we believe that answering phone queries is
more important than answering email.
Remember it takes significant time to recruit and train additional
staff."
and
"I strongly reccommend that customers phone the helpdesk. It is now
local rate for everyone and queries can be handled much faster
when pertinant questions can be asked in a voice exchange, rather than
being delayed in an exchange of email."
The above would appear not to support any assertion that Demon are
"chopping this service".
Chris
--
Chris Salter (Vice Chairman) Lincolnshire Post-Polio Network
Registered Charity No. 1064177
<URL:http://www.zynet.co.uk/ott/polio/lincolnshire/>
Web Site & Vice Chairman Email: [log in to unmask]
Honorary Secretary Email: [log in to unmask]
Member of the British Healthcare Internet Association
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