# ??
30 seconds? 1 minute? 2 minutes?! more?
If you picked "More" then you are correct.
It takes over 8 minutes to load a 3 minute youtube video to the point where you can play it without any pauses (NOTE: It has NOT loaded the entire video) with Xnet.
Now if I switch to the Telecom connection, guess what ? Only takes 20 seconds to load the ENTIRE video.
Strange... Lets contact the Xnet technical support about this issue:
Your technical support asks me to do speed tests and trace routes the first time this happened (back in Feb 2008), fine I have no problems with doing that, and I produced an entire weeks worth of data at 9am, 1pm and 8pm every day.
You don't respond, I say to myself 'they are working on it'.
I ring you after a week, you first deny that I ever did contact you in the first place and that I never sent any data to you. Only when you see a SS of your initial email do you magically find the conversation and backtrack on your previous statement.
But you still insist that I resend the data, fine anything to get this finally fixed.
I ring your help desk the next day and find out that someone has (quote) "filed the issue under the wrong folder".
You assure me that you will contact me on Monday at 10:30am to update me on the status of the issue.
I see a small point of light at the end of this nightmarish tunnel, finally something might be done.
Monday comes and goes, Tuesday comes and goes.
Wednesday, I contact you and you then say that the issue is not at your end but at my end.
Strange, because when I show you the results of my Xnet connection and then switch over to my Telecom connection you can see that when I'm on telecom it works fine, but on Xnet its like I'm sharing a dial up connection with every other Xnet customer.
You then blame Telecom for having an overloaded exchange and that, that is the problem.
Interesting but no, because if it was then I would be having the same issue on my Telecom connection.
You assure me that it is because of an exchange issue and that you have escalated the issue to Telecom.
I ring back the next week to find that Telecom has responded that there is no issue with the exchange, your help desk staff then say that they have found the real issue and that it will take another week to fix.
That week comes and goes and no change in your issue.
I contact your help desk, and now there is no record of my conversations with you, no emails, nothing.
You check if any issues have been escalated to Telecom for this and find nothing.
Thank you for opening my eyes to how bad a help desk can be.
You belittle me at every turn, you assume no responsibility and push all issues to someone else (eg: Telecom), you disregard any evidence as lies and you fail to maintain ANY record of the issue.
All the while, I just want to be able to watch a 3 minutes non-HD youtube video, without having to wait for 8 minutes.
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Biddle Corp
