[WXC/VFX] Appalling Customer Service

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g7viz

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Topic # 32424 16-Apr-2009 20:16

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?

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Awesome
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Reply # 207378 16-Apr-2009 20:30

Start a Group

freitasm

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Reply # 207394 16-Apr-2009 21:37

Life in customer services must be hard and sometimes they do have to explain everything. So the question is still valid: why didn't you send an image as a JPEG file instead of a Word document?

Easy way: open Paintbrush, paste the clipboard and save as an image...

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kingjj

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Reply # 207401 16-Apr-2009 22:06

freitasm:

Life in customer services must be hard and sometimes they do have to explain everything. So the question is still valid: why didn't you send an image as a JPEG file instead of a Word document?

Easy way: open Paintbrush, paste the clipboard and save as an image...

Seconded. Its quicker and easier to do than pasting into Word, not to mention the file size will be half that of Word. Word encodes the image as a bmp which is huge and cumbersome. He was being honest with the software he was using and its limitations so while I agree his tone isn't that great his messages are fair.

jpollock

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Reply # 207416 16-Apr-2009 23:50

The only thing worse than getting an image in word, is getting one in powerpoint. Which happens to be a Visio document...

Ugh.

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g7viz

48 posts

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Reply # 207450 17-Apr-2009 06:58

I asked if I could use a Word file. I was told that was fine.

If they wanted a jpg then that was the time to request one.

tonyhughes

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Reply # 207456 17-Apr-2009 07:31

adamj: Start a Group

Get a perm.

AmooMan

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Reply # 207457 17-Apr-2009 07:33

I wouldnt call that Appalling Customer Service ..

johnr

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Reply # 207459 17-Apr-2009 07:39

The guys a tech give him a break don't worry about the wording get the image into paint

John

Se7ensyns

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Reply # 207509 17-Apr-2009 10:11

Sorry I am with the majority here.

You could look at your initial response as condescending which the tech retaliatied to. Personaly I would always save a screen shot as jpg it makes life easier for everyone.

He just said what a lot of us techs want to say all the time to our customers. Some have restraint others dont.

RedJungle

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Reply # 207511 17-Apr-2009 10:27

> 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.

This was where the breakdown occurred - and I have to agree with the OP that it was pretty unnecissary and rather rude from the CSR.. The customer was told it was fine to send it via word, so he did that - it's hardly his fault that the CSR doesn't then have access to Word.

The correct response would have been something like:

"I'm sorry sir, we are unable to open Word documents at this time - if you are able to send the screenshot through as a JPEG (add instructions here to help customer also) then I'll be happy to assist you further."

I agree that CSR's cop a lot of rubbish, but come on.. the job is to help the customer! There's absolutely no need for the condesending tone. If you get wound up that easily then a change of career may be worthwhile.

Red Jungle: we make fantastic software

kiwitrc

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Reply # 207560 17-Apr-2009 12:59

I have found over the years that someone's technical ability is inversely proportional to their customer/social skills.

Remember this next time the help desk is being nice to you.

SepticSceptic

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Reply # 207563 17-Apr-2009 13:06

Nothing that really deserves the tag "appalling". Bad, maybe ?

Seems more of a case of misunderstanding. Happens.

My thoughts are no longer my own and is probably representative of our media-controlled government

Tzleren

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Reply # 207575 17-Apr-2009 13:56

Guy was probably just having a bad day though he could've left out the "it's a picture not a letter", I think he asked as nicely as possible for you to "do it again, and save it as a jpeg". He apologized, what more do you want?

g7viz

48 posts

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Reply # 207688 17-Apr-2009 21:24

WxC have apologised to me for the comments made by their customer service representative and have they have offered to put their apology in writing. They have assured me they expect more from their staff which is good to hear and they recognise the importance of good customer service to their bottom line. This is particularly important in the current economic climate.

The issue is closed from my point of view.

paradoxsm

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Reply # 207698 17-Apr-2009 23:10

First off, WorldxChange will be very unlikely to respond here. Second, Just change providers if you feel you have had poor service and move on. I had bad service with a provider, I switched and am quite happy with the current one.

Simple instructions I send to people when asking for a screenshot, (works with everything and any complete computer newbies like my Aunt)

1. make the window you wish to screenshot the active window by clicking the title bar.
2. hold both [Ctl] + [Alt] and tap [PrntScrn]
3. hold the key with the Windows Logo on it and tap [R] and type in: MSPAINT
4. When Paint opens hold [CTL] and press [V], save the image as a JPEG (.Jpg) and send it as an attachment in your email.
5. hold key [CTL] and tap [A] and then [C] and then switch to your email program and hold key [CTL] and tap [V] - Picture may appear in the email.

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