Milambar
31-03-2010, 19:11
While Im usually the first one to turn the air blue when I hear that insufferable "offshore accent" when I call in with a problem, good offshore agents DO exist, even if they are rare.
Them: Hello welcome to Virgin media technical support. What can I help you with today?
Me: My cable and broadband have both gone down.
Them: Can I take your name and telephone number please.
Me: xxxxxxxxxxxxxxxx
Them: Okay, I am looking to see if there are any known issues in your area... There are no known issues in that area, but I have noticed from my computer, that there are 186 subscribers in that area, and all 186 subscribers are currently offline. I believe that may indicate a new area fault. I will pass it on to engineering for you, and I suggest you call back in an hour for an update.
Me: Okay, thank you very much for your time....
And really and honestly, I don't expect the telephone support agents to be able to fix things there and then, all I expect of them is for them to acknowlege the fault, pass it on to the relevant people for a fix, and offer me any relevant information relating to it. This offshore agent fulfilled all of my requirements, and even though the fault still existed, I was satisfied.
The fault was fixed in less than 2hrs btw.
A shame I didn't note the guys name, because otherwise, I'd be writing to Virgin with a commendation for the guy.
Them: Hello welcome to Virgin media technical support. What can I help you with today?
Me: My cable and broadband have both gone down.
Them: Can I take your name and telephone number please.
Me: xxxxxxxxxxxxxxxx
Them: Okay, I am looking to see if there are any known issues in your area... There are no known issues in that area, but I have noticed from my computer, that there are 186 subscribers in that area, and all 186 subscribers are currently offline. I believe that may indicate a new area fault. I will pass it on to engineering for you, and I suggest you call back in an hour for an update.
Me: Okay, thank you very much for your time....
And really and honestly, I don't expect the telephone support agents to be able to fix things there and then, all I expect of them is for them to acknowlege the fault, pass it on to the relevant people for a fix, and offer me any relevant information relating to it. This offshore agent fulfilled all of my requirements, and even though the fault still existed, I was satisfied.
The fault was fixed in less than 2hrs btw.
A shame I didn't note the guys name, because otherwise, I'd be writing to Virgin with a commendation for the guy.