Telephone Support

August 30, 2008

What can be more aggravating then paying for a service that does not work? The other night I got home after a long day and go to check my email. It doesn’t take long before I realize I am unable to connect to my mail server. In a few moments, I realize my internet service is down. So like any person would in this situation, I call my ISP to see what is going on. I promptly receive a message that the DSL department is closed and I am given their working hours and am told to call back then, alternately I can email them and they will respond as quickly as they can. At this point I am floored; an ISP that does not have 24/7 phone support. As my email is down, it’s not like I can just send off an email to them which I assume wouldn’t be answered anyway until the next day. What choice do I have, I wait until the next day.

Upon calling the next day, I am greeted with a wonderful message telling me all technicians are currently assisting other customers and that my call will be answered when someone is available. After 30 minutes on hold, I finally get to talk to a live person. I go through the steps to prove I am the owner of the account and to my surprise I am told I am being transferred to someone who can help me and am immediately dumped into another call queue. So I am thinking ok, they have someone who just verifies the user and passes them to a tech. When the tech answers, I yet again go through all verification on my account (what was the purpose of the first person I talked to?). I explain that my internet connection isn’t working and explain to him the steps I have taken such as rebooting the DSL modem and router. I am told that I need to reboot the router, rather than explain I have already done this I do it again. I them again do the same to the modem even though again I have already done this.

Things go downhill from this point. I am then asked what OS I am running, not really sure what this has to do with my router not having an internet connection but I answer without thinking and tell the tech Linux. This promptly results in the tech telling me my OS is not support and that’s the problem, I need to run Windows or a Mac to use their service. I attempt to explain to the tech that it’s not an OS issue; the router doesn’t have an internet connection. This resulted in a stone wall, the tech just repeated that the OS I was using does not work with their system. I tried to explain to him that I have been using Linux on their system for over a year now. After arguing this with me for over 10 minutes, I ask to be escalated to a level 2 technician. After sitting on hold for another 10 minutes, the phone start to ring and I am dumped into another call queue.

At this point, I feel I am justifiably upset. Another tech answers and yet again I verify all information on my account. I am again asked to reboot the router and modem. Based on the way they are asking, I can tell the tech is simply reading from a script. I interrupt the tech and tell him that I have already gone through this with the last tech and while I realize it’s not his fault, I need to speak with his supervisor. I am put on hold again, just as I think I am going to be dumped into yet another call queue; a new voice picks up telling me that he is the supervisor on duty. I explain the entire situation to the person. He apologies for the inconvenience and I am forwarded directly to a level 3 technician. After only 2 minutes on the phone with the level 3 technician I am informed that there is an outage in my area and that they expect it to be corrected shortly.

When I finally got off the phone, I realized that I had spent over 2 hours on the phone and spoken to 5 different people just to be told there was a network outage. This is when I think to our own SoftLayer support system and just couldn’t imagine support running any other way. Sitting in a call queue is so incredibly frustrating, especially when your end up talking to someone who doesn’t actually know anything other than to read a script and hope something in their checklist fixes your issue. Here at SoftLayer, we have no call queues to get stuck in. When a technician answers the phone, you have just that a technician who will actually take the time to work on an issue with you to get it corrected. There is nothing more satisfying then calling into a support department, having your call answered immediately by a person who can actually help you. I am honored to be a part of this incredible support team that strives to make the customers life as easy as possible. Now if only other companies could follow this path making telephone support something you can count on rather than something you dread having to use.

-Mathew

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