Tier 1 support complete waste of time

[LANCEJ]

hi thought id share my experience of so called Tier 1 support a.k.a half trained monkeys

i was getting dropouts every morning at around 5am id read on here that if you call sky they can adjust you snr rate...1st call usual stuff test this test that..talk to you like your 5 years old..eventually got a support ticket for tier 2..was put on hold...35 mins....i thought il ring back later....i then rang again the following day to be told ticket was closed and that they had recalibrated my line..thx for letting me know btw...ok i thought il give it a few days and see how it is...dropout did stop however at the sacrifice of nearly 1500 kpbs in speed..bearing in mind the highest sync i had was 10000...mine line got capped to 8500...now taking all this in to consideration...i am 1400 meters from exchange and a line atteuation of about 36...them sync speeds just didnt seem right..so i called again...only this time to have the phone answered by some ignorant rude dutch bloke...who clearly thought he knew best...and had absolutly no idea what i was trying to explain to him...i aksed to by put through to tier 2 ..and was told they cant help you...your line is what it is...i will not put you through at this point..iam starting to get a lil ****** off with this guy...i tried to explain that it may be a fault somehwere..possibly exchange side due to the fact my stats clearly show i should be seeing a better sync then that.but oh no he wasnt having any of it...pardon me but how does the saying go? the customer is always right? as i tryed to explain to this completely thick ignorant monkey what was happening he put the phone down on me......i was absolutly steaming....how dare he..to say i was hgacked off was an understatment...if i was face to face with him id knocked his block clean off..
still angry from that call i again called right back up to lodge a formal complaint..only to be told we can only see the persons initials not full name..damit..lesson there always get the full name of person your speaking to


i managed eventually to get through to a throughly nice chap on tier 2...who new exactly what i was saying and was more then helpfull..infact we ending up chatting for about 45 mins in total as he removed the cap from my line and said he would continue to moniter it for me for the follwoing week to make sure all was well..the line speed has gone back up to just under 10000 again...and the snr seems much better now to...so why on earth do we have to talk to half trained monkeys on tier 1 who have the knowledge of a 4 year old..actually that insults my 4 year niece...and as for that rude ignorant guy..if your reading this consider yoyrself lucky i dont know where you live...else id call imigration and have you deported

[Monday]

Most of tier 1 are fine. You just have the odd people who just wont help you. I was put through to one women who just went "yeah" "yeah" "whats the problem then" after i had explained it. But i seem to have more luck when talking to some1 in the Phillipe'. I was put through to Amy who asked me how i was and what the weather was like here. She was very good i got put through to CST who then have nearly solved my problem (still waiting for a call back).

[Brian69]

Having a go at Tier 1 people will win you no friends on here.
They have to stick to their script and everyday they no doubt come up against people who think they know/ have done all that is required to sort their problem, only to find they have not fitted filters!!
I would not have their job for all the tea in China.

[PaulSky]

Like the way you moaned about Tier 1 when they actually raised the ticket for you, the queue was not their fault and neither was the fact that CST then closed your ticket without contacting you. Tier 1 did the job, sometimes it may seem like they are just following a script but that is their job, straying away from the knowledge system will get you in to trouble with your managers.

[LANCEJ]

you call slamming down the phone doing there job..i think not

[PaulSky]

Originally Posted by LANCEJ

you call slamming down the phone doing there job..i think not

If that did happen then use the contact us page on sky.com to raise a complaint, any agent that touches your records will leave an indent on them, the agent in question can then be dealt with accordingly by retraining or a warning/ monitoring.
Your issue is with one agent so calling Tier 1 staff half trained monkeys is a little unfair as that would imply that all the tier 1 staff have in some way mishandled your call when in fact only one agent did.
If you don't want to deal with Tier 1 then you have one other choice and thats the email/ e-form system on sky.com and the delays that can occur from that.

[LANCEJ]

Originally Posted by Brian69

Having a go at Tier 1 people will win you no friends on here.
They have to stick to their script and everyday they no doubt come up against people who think they know/ have done all that is required to sort their problem, only to find they have not fitted filters!!
I would not have their job for all the tea in China.

my problem had nothing to do with filters as i explained to 2 people before that and how do you expect me to react to having the phone slammed down on me after being on the line talkung to that dip**** for nearly 20 mins when i am paying for the call???

[Brian69]

I did not mean to suggest that your problem was to do with filters, just to point out that people get very upset and are convinced that it is all tier 1's fault, when it may be there's.
I take it you are not on Base.

[LANCEJ]

Originally Posted by Brian69

I did not mean to suggest that your problem was to do with filters, just to point out that people get very upset and are convinced that it is all tier 1's fault, when it may be there's.
I take it you are not on Base.

iam on max and i actually on same exchange as you

[Brian69]

I only asked because it says base on your ident.