Nice to see nothings changed now Orange are EE...

Jon_01

I worked for a number of years at Orange and for 18 nothing in tech support.

I had a number of issues with the level 2 and 3 guys having no clue about customer support. If the problem ran to 5 or 6 notes on the acc they'd read the first couple and suggest a fix, but if they'd read the first 1 or 2 they'd see that, that had all ready been tried. This added days to the fix as the notes had to go back and forth more times than they needed to.

I've had a problem with my EE not connecting incoming calls for the last few week, which was raised to level 2 or 3 at EE last week.
I've just had a text from support at EE saying we've tried to call you 3 times and got no answer!!!! Well of course they haven't that's the !!!!!!! problem... (they have my landline number)

Nice to see level 2 tech support carrying on the long tradition not having having a clue...

pmduk

Jon_01 wrote: »

I worked for a number of years at Orange and for 18 nothing in tech support.

I had a number of issues with the level 2 and 3 guys having no clue about customer support. If the problem ran to 5 or 6 notes on the acc they'd read the first couple and suggest a fix, but if they'd read the first 1 or 2 they'd see that, that had all ready been tried. This added days to the fix as the notes had to go back and forth more times than they needed to.

I've had a problem with my EE not connecting incoming calls for the last few week, which was raised to level 2 or 3 at EE last week.
I've just had a text from support at EE saying we've tried to call you 3 times and got no answer!!!! Well of course they haven't that's the !!!!!!! problem... (they have my landline number)

Nice to see level 2 tech support carrying on the long tradition not having having a clue...

3 have done exactly the same with me in the past, but then techies aren't known for their social or communications skills, perhaps we should extend that to reading as well.

Although, I will add that when working as level 2 support, I'd regularly receive calls from people complaining that they can't make calls from their handset, only to find that they were using said handset to call me.

Jon_01

pmduk wrote: »

3 have done exactly the same with me in the past, but then techies aren't known for their social or communications skills, perhaps we should extend that to reading as well.

Although, I will add that when working as level 2 support, I'd regularly receive calls from people complaining that they can't make calls from their handset, only to find that they were using said handset to call me.

Yeah, I used to get that too. And when you point it out, you get, 'Well, yes, it's working now, but wasn't before'...