[GTALUG] TekSavvy or Rogers blocking apt user agent

[James Knott]

On 2019-11-06 11:55 AM, Dave Collier-Brown via talk wrote:
>
> 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.
>

Having worked in the telecom and networking fields for years, I can say 
there's a big difference between companies.  In my experience, Rogers 
performs much better than Bell.  Bell tends to be bad, I suspect, 
because they moved their help(?) desk to India.  On one occasion, I was 
connecting a router to an ADSL line and was having issues.  I called 
Bell and was told to click on the start button! Last I checked, routers 
don't have a start button.  When I asked to escalate, the person I was 
talking to refused and then hung up. This was for a business customer!!!

On the other hand, I've never had a problem escalating with Rogers.

In another example, I was working with a certain company's equipment.  
After that company was bought by another, their support suddenly became 
more of problem, rather than a solution.  It was hard to get them on the 
phone and harder to get them to actually do anything.

Bottom line, a lot depends on the companies involved.  Some provide 
decent support and some don't.