support model fails for certain problems
Posted: Fri Oct 26, 2007 10:51 am
Hi,
Having spent the last week unsuccessfully trying to get a dial tone restored to my phone I have come to the conclusion that the Exetel support model doesn't suit some situations. In particular I would say that for basic service faults like a non-functioning phone line the current model really doesn't work.
I was well aware of the support model before signing up to Exetel a month ago so I am not blaming anyone. My eyes were wide open but I guess I did assume that things would proceed reasonably smoothly.
In my case the problem is that there is no dial tone on my phone, so I have no internet connectivity. Interestingly I had a similar problem when Telstra installed my phone recently so I can compare the service provided by both companies.
With Telstra the events were as follows:
1. Called Telstra on mobile and reported that landline had no dialtone.
2. Spoke to technician who carried out line tests while I was on the phone.
3. Confirmed that there was a problem and scheduled a technician to come and fix the problem.
4. After a couple of visits on different days the technician located the problem and fixed it.
Under Exetel/Optus it proceeded as follows:
- Called Exetel but it was a Saturday so logged fault with automated system.
- By midday Monday I had received no indication from Exetel that the fault had been logged or that anyone was working on it.
- I posted to a forum to see what I should be doing.
- A forum admin chased up the case and i received a message that it had been logged with Optus.
- At 4.40pm on Monday I received an email from Exetel asking me to do isolation tests.
- I carried out the tests Monday evening.
- Tuesday morning I replied to Exetel to inform them that the tests didn't work and the problem persists.
- Received prompt reply asking that all equipment be unplugged so that Optus could perform isolation tests.
- I unplugged all equipment and was told an Optus technician would be scheduled for Wednesday.
- Thursday morning I emailed Exetel for an update and was told that a technician would be attending the fault on Thursday.
- Friday morning I requested an update and was told that technician had been rescheduled for Monday.
So after almost a week I still have no dial tone and shouldn't expect one until Tuesday at best.
I am not complaing that I have received bad service. The responses from the Exetel staff have been fine. However I am saying that the support model doesn't work well for these types of problems. The constant back and forth via email means that it probably takes 3 times as long to resolve a fault. And if your fault means that you have no internet it makes the whole process even slower.
If the line tests could be performed interactively on the phone when a fault is first logged i believe it would speed things up a lot as you could quickly eliminate user error and schedule a technician to look at the problem. Clearly there are also some issues with Optus passing scheduling information back to Exetel as well.
cheers, Iain.
Having spent the last week unsuccessfully trying to get a dial tone restored to my phone I have come to the conclusion that the Exetel support model doesn't suit some situations. In particular I would say that for basic service faults like a non-functioning phone line the current model really doesn't work.
I was well aware of the support model before signing up to Exetel a month ago so I am not blaming anyone. My eyes were wide open but I guess I did assume that things would proceed reasonably smoothly.
In my case the problem is that there is no dial tone on my phone, so I have no internet connectivity. Interestingly I had a similar problem when Telstra installed my phone recently so I can compare the service provided by both companies.
With Telstra the events were as follows:
1. Called Telstra on mobile and reported that landline had no dialtone.
2. Spoke to technician who carried out line tests while I was on the phone.
3. Confirmed that there was a problem and scheduled a technician to come and fix the problem.
4. After a couple of visits on different days the technician located the problem and fixed it.
Under Exetel/Optus it proceeded as follows:
- Called Exetel but it was a Saturday so logged fault with automated system.
- By midday Monday I had received no indication from Exetel that the fault had been logged or that anyone was working on it.
- I posted to a forum to see what I should be doing.
- A forum admin chased up the case and i received a message that it had been logged with Optus.
- At 4.40pm on Monday I received an email from Exetel asking me to do isolation tests.
- I carried out the tests Monday evening.
- Tuesday morning I replied to Exetel to inform them that the tests didn't work and the problem persists.
- Received prompt reply asking that all equipment be unplugged so that Optus could perform isolation tests.
- I unplugged all equipment and was told an Optus technician would be scheduled for Wednesday.
- Thursday morning I emailed Exetel for an update and was told that a technician would be attending the fault on Thursday.
- Friday morning I requested an update and was told that technician had been rescheduled for Monday.
So after almost a week I still have no dial tone and shouldn't expect one until Tuesday at best.
I am not complaing that I have received bad service. The responses from the Exetel staff have been fine. However I am saying that the support model doesn't work well for these types of problems. The constant back and forth via email means that it probably takes 3 times as long to resolve a fault. And if your fault means that you have no internet it makes the whole process even slower.
If the line tests could be performed interactively on the phone when a fault is first logged i believe it would speed things up a lot as you could quickly eliminate user error and schedule a technician to look at the problem. Clearly there are also some issues with Optus passing scheduling information back to Exetel as well.
cheers, Iain.