11:55 AM IST on 5th Dec 2007:Here I have an example of how a customer for a reputed (?) Webhosting services company in India …keeps the customers in a queue (for ever!?). The technology of customer support sometimes might scare the customers away to search for better service providers…I am sure many of the folks use the customer support telephone lines only to receive a so-called ’sweat’ voice but not actual “resolution” to the problem or support information. I just have come across one service provider who may think they have sophisticated TroubleTicketing system in place…Given below is the email (autogenerated) that comes to you when a TT is opened. Most often,the content of this email would be to say that “abstract activities..” such as “necessary action has been taken…” etc., Surprisingly neither the action would have been taken, nor the problem has been solved. They also state that if not satisfied TT can be reopened; Well there could be many sophisticated software(s) around the world which would have been formally launched and being ‘tested’ by the customers…i mean the customers would be doing “unpaid” tester job for them whenever they use those so-called sophisticated “Trouble Ticketing systems”. I really meant what I wrote. The TT cannot be reopened at all …that is what i realized when i religiously tried to open the control panel..So I called up the tech support of that service provider and waited for 15 minutes being in the queue …just to ask them how do i “reopen” the TT…Tech support folks ask me to wait for their response and asked me to hold the line while they nicely drop the line on the otherside!!! Is this what a customer of that service provider deserves??? If I have patience I can choose to re-enter the QUEUEEEEEE…..again only to get dropped again!!!?????
How do we (as customers) support this kind of service-providers???
———————————————email response which i referred in the above paragraph———————
| Solution: | As per your query, this is to inform you that needful measures has been done. Kindly check at your end. Do contact us for further assistance |
| However, if you are not satisfied with the solution given above, you may re-open the query from your panel. |
| Should you require any further assistance: | |
| Call Customer Support (24×7) at: 1860 180 5555 (via BSNL/MTNL) | |
| OR | |
| Log a query online | |
| Please Note: For a quick response to your support related calls, please make sure that you have your Trouble Ticket Number and CRN ID with you. You can generate your Trouble Ticket Number by entering your query online. | |
| We look forward to a long and fruitful association with you.
Best Regards, |
