I asked this person to put me through to the Treo 600 support group. The woman said something like "Blah, Blah, Blah," and asked if she met my expectations. "Not exactly," I said.
Then I got person number 2, who starts with the same script. Come on now, I am 11 minutes into this phone call and I just want a tech support person. More garbage about verifying my account. I'm not sure what's to verify: I have a Treo, all the units are new, so I have to be under warranty. I demand and finally get a Supervisor.
The Supervisor goes through her script, and keeps telling me what I not only know, but have told her previously. We have a communications gap. (I suspect she is off shore, as she claims that she is in Upstate New York, yet doesn't know where the 212 area code is.) She says she has called Palm One for help. I am left wondering why she didn't just put me through to Palm One in the first place.
It's now minute 30, and I really have to leave my office. Thirty minutes, and zero has been accomplished.
What is the lesson here boys and girls? Learn from T-Mobile's mistakes. You don't make customers jump a hundred hurdles. You provide trained support people who don't take forever to fix a problem. You listen to your customer, especially when they seem to know what they are talking about.
Discover the benefits of scalable backbone and network services for application and cloud providers.
Network automation is gaining momentum. Here's how you can drive this powerful technology to its full potential.
Subsea cable alternatives can provide a level of comfort for those concerned about disruptions. Realistically, they will continue to play a small, but critical role in the short term.
