[GTALUG] TekSavvy or Rogers blocking apt user agent

[Dave Collier-Brown]

On 2019-11-05 12:13 p.m., Giles Orr via talk wrote:
Teksavvy have done something on their end:

https://twitter.com/TekSavvyCSR/status/1191486635764068355

Wouldn't it be great if they said WHAT had caused it rather than just "we fixed it?"  If you told us the how, we might have more faith that you wouldn't do it again.  But more and more, technical support departments are hiding these outcomes - either to disguise what they think could be regarded as incompetence or because they're afraid it might reveal secrets about their processes or infrastructure.

Having owned a customer support team in the past (Interleaf), they had a mission from management to "make you happy with what you have", and to close tickets as soon as possible. Less than good.

Even more extreme was Honeywell, who only allowed staff to file bugs if we had our director's written approval.

Tek Savvy is still relatively small and non-stupid, so customers can probably escalate and get a response.  I'd call by voice, write down the person's name when they answer, and when they say "no", ask to speak to their escalations manager (Ie, the equivalent of me, but for Tek). When you're connected, thank the manager for the good service that <name of rep> provided, but ask for the thing they couldn't provide. Say why it is to Tek's advantage to provide it and make you, their customer, happy with the company.

And they're in Chatham, where I grew up, and Chathamites were and still are really nice to one another.  Very Canadian.

--dave






--
David Collier-Brown,         | Always do right. This will gratify
System Programmer and Author | some people and astonish the rest
dave.collier-brown at indexexchange.com<mailto:dave.collier-brown at indexexchange.com> |              -- Mark Twain



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