On 2019-11-06 11:55 AM, Dave Collier-Brown via talk wrote:
Having owned a customer support team in the past (Interleaf), they had a mission from management to "make you happy with what you have", and to close tickets as soon as possible. Less than good.
Having worked in the telecom and networking fields for years, I can say there's a big difference between companies. In my experience, Rogers performs much better than Bell. Bell tends to be bad, I suspect, because they moved their help(?) desk to India. On one occasion, I was connecting a router to an ADSL line and was having issues. I called Bell and was told to click on the start button! Last I checked, routers don't have a start button. When I asked to escalate, the person I was talking to refused and then hung up. This was for a business customer!!! On the other hand, I've never had a problem escalating with Rogers. In another example, I was working with a certain company's equipment. After that company was bought by another, their support suddenly became more of problem, rather than a solution. It was hard to get them on the phone and harder to get them to actually do anything. Bottom line, a lot depends on the companies involved. Some provide decent support and some don't.