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another unhappy pc world customer


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as per my previous post about whast you really need note wise from a indepoendant engineer for the screen

 

it appears to have got lost in alot of argugin which while i agree that the store staff need retraining in some aspects (not least of which is minor technical knowledge about the machines they sell, sorry its true im tired of asking a store staff about a machine and them "going to find the answer" only to never return), but the call center staff need retraining alot more take this from someone who left when capita took over, still knows several team leaders and second level support, helped out in the CID depart occasionally and did training with several of capitas "technical employee's. who were nearly as technical as my grandma.

 

still deal with the call center occasionally and am amazed at the pure iddiocy lack of help and pure lies receaved from there...

 

anyways rant over, sorry still very ****ed off about ex employeers who in my opinion did me out of around £300 wages by charging me back for bank hollidays.

 

seriously tho get a note off the engineer about what has probsbly not caused it and insist to the call center that it needs to go to the mansfield workshop for assesment, include the note and see how it goes

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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Unfortunately if your not a qualifed in store techinican your not allowed to do any laptop testing, no matter how simple. For example most currys and some PCWorld stores don't have technicians. I've been building PC's since I was 13 and probably know more then most technicans, but because I'm not qualified, I can't touch a thing, so customers or store staff end up having to ring the techguys to have them "diognose" (aka look at there list of faults on there terminal and patronise your previous attempts at repair) the issue.

It's daft.

 

I never said that the instore tech should have been the one carrying out the diag becuse the customer should never have been refered back to the store in the first place.

 

What you said about the call centre is not actually true either as the call centre staff do not have a list of possible faults they diagnose the problems from their knowledge and the only thing they have to help them is write ups for all the machines (these are avaliable to anyone on the techguys website) hence it is very hit and miss how good the quality of the service you get. Also when store call the call centre they get through to TAs who i believe are the third level of support after CPAs and TTAs and therefore should (and i mean should there are still some bad TAs out there) be better than the average agent the customer speaks to.

 

Also just becuase you have be building pc since you are 13 it does not mean that you know anything about doing diags on a machine, i can build pcs and i have a degree in computers science but doing diags is another skills altogether. Yes it helps if you have technical knowledge in the first place but to be skilled at diags takes some training and pratice.

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....

 

not going to say anything about TA's being better than the other line of support

 

capita dropped the need for MCSE certification and the technical test went from being questions about how to resolve common software issues to including as one of the questions "name the latest version of windows"

"whats the current highest level of wireless" etc, and this is with the notes that youve taken in class being able to be used infront of you.

 

sorry but after training some call center staff on the phones i have very little regard for there skills.

 

as for the "no list of possible faults" thing im afraid they did build a diagram of "if yes go this way, If no go that way" as well as a script system although they are used on a "only if you need to" basis

 

ive seen cracked screen diagnosed as "ink spilt on inside of the screen" and more customers told to go to store than ever.

 

dont worry about trying to get the top level of staff - the consultants as capita decided they were no longer in the business intrest.

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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Share on other sites

....

 

not going to say anything about TA's being better than the other line of support

 

capita dropped the need for MCSE certification and the technical test went from being questions about how to resolve common software issues to including as one of the questions "name the latest version of windows"

"whats the current highest level of wireless" etc, and this is with the notes that youve taken in class being able to be used infront of you.

 

sorry but after training some call center staff on the phones i have very little regard for there skills.

 

as for the "no list of possible faults" thing im afraid they did build a diagram of "if yes go this way, If no go that way" as well as a script system although they are used on a "only if you need to" basis

 

ive seen cracked screen diagnosed as "ink spilt on inside of the screen" and more customers told to go to store than ever.

 

dont worry about trying to get the top level of staff - the consultants as capita decided they were no longer in the business intrest.

 

Unfortunately that call centre is not full of people who are technically trained and the time when TAs and Techs were extremely knowledgable people that use to know about any technical question have now long gone. As you will know (as i imagine you were one) since capita has taken over the staff turn over rate has been extremly high, especially at the top level and therefore they have to promote people to the higher levels that simple do not know anywhere near as much as they should.

 

That call centre espeically went down hill when they brought in the bonus scheme that rewarded the staff for taking as many calls as possible rather then actaully getting a problem solved and therefore lying to customers to get them off the phone is a way they can make a bit more money, couple that with hardly any knowledge (in the main, i imagine there are still some good people there) means that customers get terrible service but capita dont care as they meet there calls per month target and therefore dont get any fines of dsgi

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I never said that the instore tech should have been the one carrying out the diag becuse the customer should never have been refered back to the store in the first place.

 

What you said about the call centre is not actually true either as the call centre staff do not have a list of possible faults they diagnose the problems from their knowledge and the only thing they have to help them is write ups for all the machines (these are avaliable to anyone on the techguys website) hence it is very hit and miss how good the quality of the service you get. Also when store call the call centre they get through to TAs who i believe are the third level of support after CPAs and TTAs and therefore should (and i mean should there are still some bad TAs out there) be better than the average agent the customer speaks to.

 

Also just becuase you have be building pc since you are 13 it does not mean that you know anything about doing diags on a machine, i can build pcs and i have a degree in computers science but doing diags is another skills altogether. Yes it helps if you have technical knowledge in the first place but to be skilled at diags takes some training and pratice.

 

I'm not going to get into another argument suffice to say every techguy, I've ever spoken to over the phone has told me to do the exact same diognostic for every single fault I've come across, and forces me to do them (and waste the customers time) even if I tell them it's already been done.

 

I was trying to illustrate that the company actively prevents us fault checking in store and forces us to wait around on a phoneline to get a result.

 

But anyway, you guys seem to get defensive over everything I post so I'll just stop posting now. Funny.. the question I originaly came on the board to get an answer to was left unanswered, christ knows why I'm trying to help in return.

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unfortunatly thats because the origional question seems to have gone awol, if you repeat the question ill try and find an answer

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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