| Author |
Message |
Cptech31
Posts: 606
Phone Model:
LG
Service Provider:
Hmm what service |
 
Sat Jan 21, 2006 12:43 pm |
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I wish csr would do there job right had a rep call into tech support cust could not make or recive calls had the rep request cust to power cycle device rep came back to me and said ti was done looked device was not registered on network had rep transfer me the call who didn't warm transfer call and come to find out person i was talking to did not have device it was with her father 150 miles away and he was not answering his landline number how do there reps think we can trouble shoot a device when it is not there
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Tue Jan 24, 2006 8:10 pm |
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i know. i hate those kind of calls. our tech department is only supposed to take a call under certain circumstances, but i think most of them would rather stab themselves in the eye than take a call.
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Cptech31
Posts: 606
Phone Model:
LG
Service Provider:
Hmm what service |
Wed Jan 25, 2006 9:07 am |
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well me i don't mind takeing over the call but i just wish teir one would check that the phone is there and they are not on the device as we are in my tech department only allowed to call out to vm servers and test calls to the customer we are not allowed to proactivatly (spelling error) auth to call a cust where tier 1 is
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Fixxer
Posts: 16
Phone Model:
Motorola V180
Service Provider:
Cingular |
Thu Jan 26, 2006 12:20 am |
There is just so much a Tier I rep can do using the tools at their level. Irritating when I have a rep throw up their hand for a tech question when they haven't even done the proper troubleshooting. I got some cool workarounds I can do at the Tier I level that have actually impressed Tier II reps when my fixes wouldn't work. 
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Fixxer
Posts: 16
Phone Model:
Motorola V180
Service Provider:
Cingular |
Tue Feb 07, 2006 1:08 am |
This had to have been the worst case of not doing proper troubleshooting that I have seen in a long time, if ever!
Took an escalated call from a gentleman this evening. He wasn't ignorant or anything, just wanted his phone to work. He had service started back in October on a ported in number from Sprint. Since starting service, this guy had never received a single solitary incoming call!
Other reps had spoken with this guy previously and all they told him was to hardshock or power cycle his phone. One even went so far to send him an OTA/IRDB. They weren't looking at the notes carefully enough as NOT A SINGLE ONE had even THOUGHT that this person's LRN may have been wrong or the port process errored out.
It took me literally TWO MINUTES to see:
Msg Acknowledge OSP
So I thought, "Hmmm...maybe his port errored out."
I spoke with PAC (Port Activations Center) and indeed, his port errored out. Essentially, this poor guy had mixed service since October, which is why he wouldn't receive a call.
The representative over at PAC said "Wow, that IS a long time" and I explained to them what other reps had done (or in this case, had NOT done.)
Had PAC fix the error, had the customer power cycle his phone.......
WHAT DO YOU KNOW? IT WORKED!!!!
Three months of troubleshooting the issue with no resolution and it took me 5 minutes!
Needless to say, because of the lack of incoming calls, and lack of troubleshooting, I made an adjustment for 1/3 of his monthly recurring charge on his plan from way back in October.
I say "Hello McFly's" in Tier I for that one. 
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Cptech31
Posts: 606
Phone Model:
LG
Service Provider:
Hmm what service |
Tue Feb 07, 2006 2:18 pm |
| Fixxer wrote: | This had to have been the worst case of not doing proper troubleshooting that I have seen in a long time, if ever!
Took an escalated call from a gentleman this evening. He wasn't ignorant or anything, just wanted his phone to work. He had service started back in October on a ported in number from Sprint. Since starting service, this guy had never received a single solitary incoming call!
Other reps had spoken with this guy previously and all they told him was to hardshock or power cycle his phone. One even went so far to send him an OTA/IRDB. They weren't looking at the notes carefully enough as NOT A SINGLE ONE had even THOUGHT that this person's LRN may have been wrong or the port process errored out.
It took me literally TWO MINUTES to see:
Msg Acknowledge OSP
So I thought, "Hmmm...maybe his port errored out."
I spoke with PAC (Port Activations Center) and indeed, his port errored out. Essentially, this poor guy had mixed service since October, which is why he wouldn't receive a call.
The representative over at PAC said "Wow, that IS a long time" and I explained to them what other reps had done (or in this case, had NOT done.)
Had PAC fix the error, had the customer power cycle his phone.......
WHAT DO YOU KNOW? IT WORKED!!!!
Three months of troubleshooting the issue with no resolution and it took me 5 minutes!
Needless to say, because of the lack of incoming calls, and lack of troubleshooting, I made an adjustment for 1/3 of his monthly recurring charge on his plan from way back in October.
I say "Hello McFly's" in Tier I for that one. |
I understand this one i had a call saturday like this but the customer tried to port 3 number in december and two went throught the third errored out it got by the agent in the store who called customer care who figured a push and sim card change would fix the problem which didn't then they call tech i check npac status and see the number still belonged to the old carrier
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