I have been a VFX customer of about a year. Over the weekend my PAP-2 could not connect so I contacted the VFX Technical Support. I was asked to re-enter the profile url and do a power cycle. I noticed when the pap-2 re-booted, the string I had typed was being changed. The nice and polite VFX technical support guy asked me to email a screen shot. I did a Control Print Screen and captured a screen image but it wouldn't paste into Outlook Express. I asked if I could use a Word file. I was told that was fine so I duly obliged.
What follows is the exchange of messages via their RT system.
----- Original Message -----
From: "**** via RT" <help@xnet.co.nz>
To: <***@****.***>
Sent: Wednesday, April 15, 2009 11:57 AM
Subject: [narvi.wxnz.net #209416] vfx provisioning
> Hi there,
>
> Issue with the attachment you sent is you saved it in WORD.
> When you save a full screen size screenshot of an image into word it
> compresses it. At the moment i cannot read it and when i enlarge it, its
> distorted. Can you please do it again and save it in Paint as a Jpeg or
> something so it becomes readable.
>
> Cheers
> B
>
So I respond with:
----- Original Message -----
From: "*** *******" <***@****.***>
To: <help@xnet.co.nz>
Sent: Wednesday, April 15, 2009 7:32 PM
Subject: Re: [narvi.wxnz.net #209416] vfx provisioning
> ****,
>
> Open the file in word. Stretch the bottom right corner of the image
> outside of word and you'll see the an enlarged screen shot.
>
> Kind regards,
>
> ***
He comes back with:
----- Original Message -----
From: "**** via RT" <help@xnet.co.nz>
To: <***@****.***>
Sent: Wednesday, April 15, 2009 7:47 PM
Subject: [narvi.wxnz.net #209416] vfx provisioning
> Hi ***,
>
> Im well aware of how word works. However i am not opening the file with
> word. I am using open office which isnt as good. Please attach the image
> as jpeg attachment rather than a word document. After all its a picture
> not a letter.
>
> Regards
> ****.
>
>
I respond with:
----- Original Message -----
From: "*** *******" <***@****.***>
To: <help@xnet.co.nz>
Sent: Wednesday, April 15, 2009 8:07 PM
Subject: Re: [narvi.wxnz.net #209416] vfx provisioning
>I am not being spoken to like that!
>
I telephoned this morning to complain to one of the managers regarding the patronising and condescending language being used by their staff. The manager agreed with me that the emails were out of order and promised that the issue would be addressed.
Imagine my surprise when I got home tonight to find this in my inbox; you guessed it, another response from the technical support person sent this afternoon:
----- Original Message -----
From: "**** via RT" <help@xnet.co.nz>
To: <***@****.***>
Sent: Thursday, April 16, 2009 12:21 PM
Subject: [narvi.wxnz.net #209416] vfx provisioning
> Ok ***,
>
> Rather than a tutorial on word next time, perhaps following instructions
> to ease me to assist with your problem would be a good idea.
>
> I do apoligise if you think i was to blunt in my previous email.
>
> Cheers
> ****
>
Oh, so I am ****'s lacky .............. and there was me thinking he was working for WorldxChange in their technical support team!
My question is this: Do WorldxChange / XNet / VFX always speak to their customers like this?
I am appalled by the rudeness and the shear arrogance of this so called 'technical support' person! The damage he must be doing to their business must be beyond calculation. I will be cancelling my VFX line as a result.
WorldxChange, respond please! What are you going to do to make sure this kind of thing does not happen again?