Line Quality on 24/7 support

This might not be the right place to put this but I’m going to anyway.

We have a business critical SR (#10856485730) with Novell currently open
and being looked at by Novell engineers. When I logged the call on
Friday, I spoke on a very clear and crisp line to a very helpful person.
Today (my weekend), I’ve tried to call again for a status update as the
current failure on our Zone means 2000 new students can’t login on
Monday. What I get is a hugely crackly and choppy line with someone
trying their hardest to communicate with me at the other end… it was so
bad that I apologised as clearly as I could and hung up. I called again
in the hope of getting a clearer line but instead got about 10 minutes
of Celine Dion - again crackly and hard to hear… I appreciate that I
was probably in a queue but the line quality didn’t bode well so I hung
up again… I’m now on hold and in a queue on the online chat…
fortunately no Celine Dion.

My point here, whilst trying to remain light hearted, is that if Novell
intend to offer 24/7 support, they need to figure out how to do so in a
way that allows customer to call a phone number that gives a clear and
crisp line… whilst I can deal with a web chat, nothing quite beats
talking to someone.

Other vendors I’ve dealt with that offer 24/7 support are able to offer
a good quality line.

Neil


mcslemon

mcslemon’s Profile: https://forums.novell.com/member.php?userid=18133
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This is Mike Radford Director of Support.
Thank you for the line quality feedback, I have not heard this before.
I will make sure this is resolved. I apologize for the problem.

Thanks for pointing it out!

Mike Radford

mcslemon;2283655 Wrote:[color=blue]

This might not be the right place to put this but I’m going to anyway.

We have a business critical SR (#10856485730) with Novell currently open
and being looked at by Novell engineers. When I logged the call on
Friday, I spoke on a very clear and crisp line to a very helpful person.
Today (my weekend), I’ve tried to call again for a status update as the
current failure on our Zone means 2000 new students can’t login on
Monday. What I get is a hugely crackly and choppy line with someone
trying their hardest to communicate with me at the other end… it was so
bad that I apologised as clearly as I could and hung up. I called again
in the hope of getting a clearer line but instead got about 10 minutes
of Celine Dion - again crackly and hard to hear… I appreciate that I
was probably in a queue but the line quality didn’t bode well so I hung
up again… I’m now on hold and in a queue on the online chat…
fortunately no Celine Dion.

My point here, whilst trying to remain light hearted, is that if Novell
intend to offer 24/7 support, they need to figure out how to do so in a
way that allows customer to call a phone number that gives a clear and
crisp line… whilst I can deal with a web chat, nothing quite beats
talking to someone.

Other vendors I’ve dealt with that offer 24/7 support are able to offer
a good quality line.

Neil[/color]


mradford

mradford’s Profile: https://forums.novell.com/member.php?userid=44589
View this thread: https://forums.novell.com/showthread.php?t=469985