With the growth of the company, the level of customer service is rapidly falling to zero?
For a long time, more precisely from the moment I enter the market, I have been a subscriber of digital TV in the Stream company.
During this period I changed three connection points. In the last place there was even a desire not to connect - but the wife "for work" out of professional interest needs the "Manor" channel (the wife is engaged in interior design). Usually everything worked without problems. But in the last six months, simply unimaginable things have begun to happen ...
I signed up for the “Money” promotional rate, which now costs 120 rubles.
I must say that, in principle, the quality of services for all this time of use - in principle, I was pleased.
Yes, of course, there were times when the picture began to crumble, and if the independent restart of the modem and decoder did not help, then after the call the first support line overloaded the port and the picture was always restored. For various reasons, ADSL modems in the end I have accumulated as many as three sets.
(One bought from the beginning, the second bought for the parents “to the village” at their request (their ADSL operator didn’t grow there and died under the pressure of an Ethernet competitor), the third set was issued “for the promotion - for the entire time of using the service ..”). Therefore, when IT storytellers are put on the first line (“Your modem firmware is outdated - you need to update it ...”, “Your modem does not work”, etc) you can always say that there are no miracles in nature. I have 3 different modems from 3 different manufacturers and at least one of them, EXACTLY, is guaranteed to be working (and there is a suspicion that everything is at once).
So it would be all right - but for the last six months it has become really impossible to receive the service.
At "peak hours" (say from 17 to 23 in the week or at any time during the weekend), watching TV is simply unrealistic. There is either no picture, or the modem is “constantly flashing and loading”, or the picture just stupidly crumbles ...
They called a signalman from MGTS -> the uncle came in and measured and said: “Telephone line parameters are normal - there shouldn't be any problems ..”.
Applications for problems from the first line are thrown to the second and there they freeze, though after a day or two they successfully “close” the second-line workers without problems (they are satisfied with the management of open applications for the job).
My wife and I thought it was a sinful thing that the company “is in a hurry to get rid of promotional customers” (a lot of fuss, but ARPU needs to be increased), maybe so, but the bronze (or similar “TV to PC” tariff) costs even cheaper. So this argument does not fit ...
Well, the “apogee of this problematic situation” was on Sunday.
Call:
- “Hello. I am a Stream company manager (appears). You have an application - the number is such and such. We carried out technical work on it. Is your service now available? „
-“ No, it doesn’t work. The picture is scattered .. "
-" Then I close the application (!). You need to call the technical support service again .. ”
...
The curtain. I definitely don’t understand anything in management. There is an application. There is a problem with the client.
Why close the application if the problem is not resolved ? Of course, I understand that business is a process. But why artificially draw customers into it? The company announced a service at the stated price. The customer paid for the service. Why should I again and again remind the supplier that the service does not work for me, if I already indicated this to him in the application?
WHAT FOR ???
AU (!), Gentlemen with MBA diplomas (and those who are striving for this) -> "process for the sake of the process" ???
During this period I changed three connection points. In the last place there was even a desire not to connect - but the wife "for work" out of professional interest needs the "Manor" channel (the wife is engaged in interior design). Usually everything worked without problems. But in the last six months, simply unimaginable things have begun to happen ...
I signed up for the “Money” promotional rate, which now costs 120 rubles.
I must say that, in principle, the quality of services for all this time of use - in principle, I was pleased.
Yes, of course, there were times when the picture began to crumble, and if the independent restart of the modem and decoder did not help, then after the call the first support line overloaded the port and the picture was always restored. For various reasons, ADSL modems in the end I have accumulated as many as three sets.
(One bought from the beginning, the second bought for the parents “to the village” at their request (their ADSL operator didn’t grow there and died under the pressure of an Ethernet competitor), the third set was issued “for the promotion - for the entire time of using the service ..”). Therefore, when IT storytellers are put on the first line (“Your modem firmware is outdated - you need to update it ...”, “Your modem does not work”, etc) you can always say that there are no miracles in nature. I have 3 different modems from 3 different manufacturers and at least one of them, EXACTLY, is guaranteed to be working (and there is a suspicion that everything is at once).
So it would be all right - but for the last six months it has become really impossible to receive the service.
At "peak hours" (say from 17 to 23 in the week or at any time during the weekend), watching TV is simply unrealistic. There is either no picture, or the modem is “constantly flashing and loading”, or the picture just stupidly crumbles ...
They called a signalman from MGTS -> the uncle came in and measured and said: “Telephone line parameters are normal - there shouldn't be any problems ..”.
Applications for problems from the first line are thrown to the second and there they freeze, though after a day or two they successfully “close” the second-line workers without problems (they are satisfied with the management of open applications for the job).
My wife and I thought it was a sinful thing that the company “is in a hurry to get rid of promotional customers” (a lot of fuss, but ARPU needs to be increased), maybe so, but the bronze (or similar “TV to PC” tariff) costs even cheaper. So this argument does not fit ...
Well, the “apogee of this problematic situation” was on Sunday.
Call:
- “Hello. I am a Stream company manager (appears). You have an application - the number is such and such. We carried out technical work on it. Is your service now available? „
-“ No, it doesn’t work. The picture is scattered .. "
-" Then I close the application (!). You need to call the technical support service again .. ”
...
The curtain. I definitely don’t understand anything in management. There is an application. There is a problem with the client.
Why close the application if the problem is not resolved ? Of course, I understand that business is a process. But why artificially draw customers into it? The company announced a service at the stated price. The customer paid for the service. Why should I again and again remind the supplier that the service does not work for me, if I already indicated this to him in the application?
WHAT FOR ???
AU (!), Gentlemen with MBA diplomas (and those who are striving for this) -> "process for the sake of the process" ???