>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.
I mean/t that until quite recently phone access to the Help Desk/Support Line
was amazingly quick and easy; then suddenly a week or two ago it began to take
up to 15 minutes or more to get through plus time in the queueing system. An
anonymous 'agent' told me that the sudden change was because a number of
support operatives supplied by a 3rd party company had been withdrawn, though
whether this is/was true or not, I wouldn't know.
>
>snip>
>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.
>
Er, they mean they have no choice and have been forced to adopt the less
desirable alternative?
>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".
Well, I'm not sure about that -- I'd have thought taking staff off the
phone to
deal with email counts as choppping the phone support -- but I do know the
service has, perhaps temporarily, nosedived. I'm not suggesting doing anything
about it except waiting to see if they restore former standards; I have had no
connectivity problems unlike others in this thread, and I just happened to
need
support to sort out a block on the server yesterday and it took for ever to
get
through. I'm not planning to move but it would be difficult to reommend
them at
the moment.
Senior Lurker
>
>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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