| Author |
Message |
julia1086
Posts: 48
Service Provider:
Verizon Wireless |
 
Tue Jul 10, 2007 3:58 pm |
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So our systems crashed yesterday but we're still taking calls. Can't do a darn thing but we're still taking calls, which just irritates customers more. I don't understand the logic. Customers call in, they're already po'd and then we tell them that we just had a system crash and we can't do anything to correct their problem. Just makes the company look incompetent. Why not have the automated system come on with a generic "due to system issues we are experiencing intermittent failures and are working to correct them"? Or something to that extent.
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Wed Jul 11, 2007 7:19 am |
I hear ya. and I hate it.all you can do is deal with it and assist any way you can.
generally speaking if the outage is just at your center the calls *should* be rerouted (thus taking you off line) but if the outage is system wide. the grief is shared equally by all centers
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BigRUSS
Posts: 2124
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Fri Jul 13, 2007 2:21 pm |
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we have to fill out "down time " forms , and go back and do it later, yes suckvery much badly alot of pissed off people
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McGirk
Posts: 2412
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Sat Aug 11, 2007 11:01 am |
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WOW, so you get to spend all your time working on the calls that took place when the system was down as opposed to helping the customers that are calling in? Lovely
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Tordek
Posts: 10 |
Sun Aug 12, 2007 9:06 am |
We have to do that too, Like Were offline this weekend for a system Upgrade, we went down at 5:00 PM Saturday and we aren't coming back online until 8:00am Monday morning. Good way to do some overtime. Just sit down and repeat your script over and over, listen to people Flip at you.
The only difference with us, it Anything we can do (Lost-Stolen etc) we fill it out on Forms, then we scan them and send them off to Our Call-back center. Who will take care of all of the Issues when the Systems were Offline.
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betomario
Posts: 22
Phone Model:
i885
Service Provider:
Nextel |
Tue Jan 08, 2008 4:40 am |
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We have the following script: "Thank you for calling Sprint my name is XXX, by the moment our systems are updating, however, I can help you answering general questions but I will not be able to open your account. How my I assist you today?
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BigRUSS
Posts: 2124
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Tue Jan 08, 2008 9:08 pm |
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and that my friend is why sprint has the worst CS lol j/k its all a bunch of bureaucratic BS
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Wed Jan 09, 2008 7:58 am |
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actually Sprint/nextel was smart. they utilised their low standing to rid themselves of credit hunters a while back. what could happen. they sink lower in the opinion polls?
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McGirk
Posts: 2412
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Wed Jan 09, 2008 4:41 pm |
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LOL, no kidding, I wonder if they are still wiping out the 25+ per month customers? I imagine they stopped doing that, otherwise persistant contract breakers could be out in a day or two.
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Shalalala
Posts: 661 |
Sat Jan 12, 2008 6:17 pm |
Our systems are being updated.
That's what we say - and this happens when WE get calls from other centers due to weather (Lousiana) - but no, in OKC when we get hit with 9 inches of ice, we have to stay open with systems down. How messed up is that?
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