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I think all the major companies put their front line tech support people on a script. They have absolutely no freedom to do anything which makes sense. I had a senior person at Earthlink insist that this works fine for 90% plus of their customers.
But it comes across as their being run by complete idiots. I think in the long run this will hurt them.
Good luck.
- Winston
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i suppose it wouldn't have been so bad if their response hadn't been a restatement of my initial complaint.
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Before Earthlink set up authenticated SMTP I kept asking them if there was a way to send email using my email program via Earthlink when I was not connected to the internet via Earthlink. I went through several rounds of contact with Earthlink support where I specifically asked them not to bring up web mail, but to address my SMTP sending issue. Every time they kept bringing up web mail.
It certainly felt like they weren't reading my messages. In reality, the front line reps were probably answering the question exactly as they had been told to do. That's probably what happened to you.
If you can get it escalated, eventually you might find someone who can answer a question. But in my experience success at that is random. Big companies seem to insulate the people who really know what is going on from talking to customers. They have to decide to call you, after a problem has been bouncing around enough to get their attention.
- W
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bazookaman,
I think what we have here is anothe case of someone typing a subject line a little too quickly!
Support desks "agents" are bred without free will because they are clearly servants of the devil.
g=
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I for one, enjoyed the sarcasm. Especially where CS is concerned for a major corp.
“Art is how we decorate space.
Music is how we decorate time.”
Jean-Michel Basquiat
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A coworker showed me an online chat he recently had with his bank. The call center is in southern cal....
yourname has entered the chat
yourname says I have a problem with my thingamabob
Jesus has entered the chat
Jesus says Have you checked feature #47 on the thingamabob ?
He said that he started laughing. I mean, after all, Jesus said he should do thus and so, so he HAD to obey, right ?
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I especially like the CS departments that are so obviously in India and are staffed by barely English speaking people who are "named" Steve or Jane or Bob.
