5 ms·
I don’t doubt it. My cell phone stopped working for a day, I called in and talked to somebody who I could barely understand and knew very little about basic sec
by nodesocket 4y ago
I don’t doubt it. My cell phone stopped working for a day, I called in and talked to somebody who I could barely understand and knew very little about basic security. I tried to explain multiple times that my account was probably SIM swapped and the support person completely ignored this security concern and just said I have fixed the issue on my end anything else I can help you with? Please rate me 5 star in the coming support survey.
- wkat4242 4y agoPretty typical for most first line support though. Especially outsourced. It's hard to find people with languages and tech skills so most outsourcers just fulfill the former and cover the latter with endless infernal flowcharts. Really sucks when your problem is not on the chart. Escalating is usually discouraged by giving targets per day to the agents. I guess you're in the US so perhaps language isn't as much of an issue but a lot of US companies support from the Philippines now because they have a favourably perceived accent (unlike Indians which a lot of customers have come to associate with 'poor support' so it leads to kneejerk reactions *). But anyway in the Philippines it's now hard to find staff too. But anyway my point is that the support experience is not really related to internal IT competence. *) not my personal opinion but I have seen US companies in particular use this argument. Unlike in the UK where Indian accents are common. I worked on the contact center tech realm for 20 years.
- pitaj 4y agoWas this on T-Mobile? In my experience their support is actually quite good. I always get connected to someone in the US.