When is Technical Support not Technical support at all?
When your calling TalkTalk for tech support thats when. This post comes from a recent conversation I’ve had on Facebook and its about my experience when i have had to call the support line to get them to do something simple like a line test with the exchange to see if there is a problem with the line. I have to do this quite often.
For example I have a customer who’s internet is down so I do all of the obvious stuff like check the router, make sure its working. Most hosts have test accounts you can log into to ensure the Router is at least working. You do that to no avail. You make sure the broadband username and password are correct, Ensure the wireless password is types in correctly and you can ping the router. You then change all the micro-filters and make sure the telephones are all working OK. And so on and so on until there is nothing else that needs doing apart from checking with the ISP that there isn’t a problem their end.
So you make the inevitable phone call to a Bangladeshi call center where “David” or “John” answer your call. Why oh why when they ask you what the problem is don’t they listen and just do what i ask. So for instance my request is something simple like “Hi, I’m a computer technician and I’ve checked everything this end can you please run a line test?” At this point with BT i get a simple question back asking if I’m sure I’ve checked everything and i say yes and they then go ahead and do the line test whilst i wait. IE I’m treated like a Human at the end of the phone and they understand my request. Not with TalkTalk no i get yes of coarse we can do a line test but can you please answer a few questions first. And I’m taken through a complete script of…. “Have i changed the filters? Have i plugged the router into the master socket? At which point i screaming at the person at the other end that I’ve done all of these things can we please do the line test. No only another 35 questions to go through…. And they are adamant that this is company policy. Problem is truth be known. I bet these tech support guys aren’t even trained on what to do if the problem doesn’t come up on the Video prompt they are using.
I wonder what the Chief executive of TalkTalk Dido Harding thinks about this, I wonder if she has ever had the pleasure of calling their support line for Support? if you can call it that.
So all you talktalk customers i suggest you listen to the advice above and go with a reputable company like BT after all they own the infrastructure from which your broadband runs.
I know i will get the wingers who will say that they are getting a good deal for their broadband and that its only £6.99 per month, or free in some cases. But in turn i truly believe that you get what you pay for. BT may be more expensive yes but in terms of being treated as a human when you call them and often they will remote into your PC with your permission to fix something. It really does out weigh the price. I prefer to be dealt with quickly and spoken to by someone in this country. 
Rant over.
Your thoughts please leave them…. any experiences you want to share?
Below are thoughts from some of the facebook peeps….
DF – Why are TalkTalk such incompetent Anuses!!!
TM- they suck, they bought my ISP last sept and I am stuck with them till june :/
AM – ALL telecommunication companies are incompetent arses – BT being the most good at that skill.
DF- not true A, BT go out of their way to help in my experience. Most of the time its user error or users not interpreting what they are asking the customer to do. Thats just in my experience though. TalkTalk just treat you like an ass hole. They have a script they have to guide you though and if your problem isn’t in the script your fecked. @BTCARE on twitter if you have a problem they will get to the bottom of it.
DF – http://twitter.com/btcare
LM – I am with BT and have had a lot of problems with my line, they are always polite, apologetic and get the problem sorted. I can’t complain about their service, just wish they were cheaper :/
LM – get the problem sorted fast *
DF – I think you get what you pay for, talktalk have free or cheap broadband depending on your package but the support is Shit!
TL – I once had a 3 hour phone call to talktalk arguing with them. All I wanted to tell them was the local exchange was down and I had to report it to them as my provider. All they wanted to do was go through the router troubleshooting! If that bloke had asked me for my router number or what lights are showing one more time I would have got on a plane and shoved that router right up his rear!
DF – yes like i said they got a script and got to keep to it, its all they know as they aren’t technically minded at all.
SW – I find BT and Sky pretty good but helps when I know what talking about like Darren they cannot BS me.
On the other hand helping peple over the phone is bloody nightmare!