Tier 2....NO MORE CALL BACKS

[sky_knight]

Some time last week tier 2 were told no more call backs to Eu's. it will be "Everything to be logged to Bt via TMG" what a crock of rubbish LOL so now EU's with problems will fall even further behind in getting a resolution to there problems real smart SF from TT there must be a Darwin award for that pearl of wisdom . So it's now up to the EU's to make a complaint to sky regarding this one . Here's the example, EU calls in with "No internet light on" the call has been passed from tier 1 to tier 2, now the tier 2 has to check the connections i.e. physical setup. So they discover that something is a miss with the setup . So the conversation wil go like this T2"Sir/Madam can you now fix the setup as I have explained to you " EU" Will you call me back cause I'll losse this call" T2"Sorry but we're unable to call you back you'll have to call back after you've made the cahnges". In short you'll have to go back into the loop nice one . One last point YOUR PAYING FOR THIS

[narl]

Blame Sky management for this not Tier 2

[sky_knight]

I'm not blaming tier 2 it runs a bit deeper than tier2 and sky

[spike7451]

I'm not blaming tier 2 it runs a bit deeper than tier2 and sky

It's just as frustrating for us!!!When we were allowed to make call backs I followed thru a fault till I could do no more or it was fixed.Plus I was looking at X amount of fault tickets per day.Not now,I sit awaiting a call as how can I do my job without returning a customers call??

[MrStabby]

the call has been passed from tier 1 to tier 3 (after a 30 min wait - ignoring the 2 min rule), tier 3 tell tier 1 the customer is not option 2 but option 4 and to pass the customer to tier 2 as KMS tells them to, tier 1 pass the customer to tier 2,

Fixed that for ya

[sky_knight]

thta's not it at all tier 2 are no longer allowed to make call backs to Eu's unless they are in the TMG or have been designated as outbound so it is'nt really fixed

[Isitme]

the call has been passed from tier 1 to tier 3 (after a 30 min wait - ignoring the 2 min rule), tier 3 tell tier 1 the customer is not option 2 but option 4 and to pass the customer to tier 2 as KMS tells them to, tier 1 pass the customer to tier 2,

Wow, no wonder there is confusion in Sky support, a Philadelphia lawyer would have difficulties with that.

Seriously guys, don't fall out over something out of your control.