Quote:
Originally Posted by xtacy777
the increase in wait time is due to the digital network upgrades. The moment customer's bills have a slight change, there is a tidal wave of people inquiring about their bills and what not. In addition, many customer's in different regions are receiving notices to their mail saying they need to switch from analogue to digital. Many of the calls are people inquiring about it when they can simply just look at the site, do some research and save everyone the wait but we all know that things are never that easy.
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the increase in the tech support line have nothing to with billing unless the customers are stupid enough to call the tech support line with billing questions. Vancouver call center take cares of VANCOUVER only unless they are doing their stupid call pooling thing from all across BC which they shouldn't if there's an avg 3-5hrs wait on the phone already. I honestly doubt this has anything to with the surge from customer's bills and the transition from analog to digital.
Every single year around summer time til early november the wait time to get a hold of someone spikes up. It's more to do with the shitty installation job the tech does for someone while accidently f*king up others then it does with bills and analog/digital conversion. coz summer time is the best time to move and that's when most the new installation will happen hence all the problems, until they fix their stupid installer tech's "Paid by job". Majority of them will just rush thru the install leaving wires hanging everywhere don't make it look nice blah blah so they can rush to the next job.
When you do finally get a hold of one of them with a problem.. they'll tell you the same thing over and over again unplug, reseat, power cycle blah blah blah even though you told them you already did it, and then they'll tell you i'm sorry there's nothing we can do until a service tech comes out to check it out for u.. and i'm sorry the earliest is 3 weeks away. Ask a tech support for credits? they'll transfer you back to billings because every penny they give out will be tracked.