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Customer Service provided by customer?

, posted: 22-Sep-2006 11:53

Last night when TelstraClear's network was down abruptly, I can't get onto the Internet via my PocketPC on Wifi. At first I thought it was the wifi router at fault, and with a bit of fumble around, then decided to get onto the Internet using my Vodafone Mobile Connect card.

Found out that TelstraClear's network was down with major problem. Of course this will mean at least good handful of night-owls will be out of Internet access, and from the look of their network status page, it looks like the outage affects Saturn digital tv and Clear.net as well as Paradise.net too. Sounds quite severe.

Getting to TCL's network status page was a challenge as it seems like either TCL's webserver is being hammered by other online customers looking for network outage update (How? I don't know, maybe via good old dial-up or with the likes like me on mobile connect card), or TCL's network status page is getting hammered or having its own little outage too.

With quick thinking, I feel inclined to spread this news to other possible night-owls about TCL's network outage, whether it is useful or worthy, I don't know. All I know is, if it is this hard for me to get the network status page to display properly, I would say other customers will be just as hard time to get to there too. So I did a couple of screencapture, and post the screenshots in hope to give a general status of TCL's network problem.

Well, I certainly don't get paid for doing this, and whether it is worthy or not I could not say. But it did get me thinking about, there are times that we customers ourselves are doing some or minor job of what some companies' customer centres/services should be doing.

I like to help other people, to solve problem for them, with them. And in some cases, customer centres' staff are pretty useless or clueless (or 404). I don't know whether it is because they were not given enough training, or do they actually hold any technical knowledge or experience to provide troubleshooting? Or they were simply taught/trained to read off troubleshooting script?

I do like to see customer centres working their best to give the most appropriate answers and solution, with a bit more instinct and knowledge, and also showing their experiences, rather than be a robot running through their "designed" scenarios and solutions.





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