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So a bit of an update to my contribution here: I lodged a formal complaint with 2deg - Not that I have a specific, actionable issue, but more from the basis of genuine concern:
In the event of a fault that's outside of my control, it's unlikely that as an RSP they can respond in a timely manner, which means effectively their ability to uphold their contract is impaired because the contact center is unavailable for incoming calls.
A rep reached out to me by phone and was really pleasant to talk to, so really happy about that - I've found that it holds true with 2degrees that when you do get in touch with someone, they're always good.
As expected, staffing issues are largely a part of this as they've discussed quite publicly on Twitter in their replies to others, and there's work in the background to look at getting that resolved.
Bearing in mind the normal lead time between hiring vs training/cross-skilling etc, in the medium-to-long term given turnover isn't super high this will end up being a non-issue.
However, things get interesting when I ask why the disconnects are happening in the first place:
Essentially, it's an infrastructure problem - When the system keeping these calls connected behind the scenes fills up, there's literally nowhere to put calls that are coming in, so they're asked to try again later, which makes sense - Server overloaded, please try again later.
I didn't ask for specific numbers of when things become overloaded, and the rep wasn't sure when the trigger point is in terms of call volume to open the queues back up again. It's clear that there's some automation at work to ensure the infrastructure that they have doesn't fall over.
Where I start to get concerned is that there isn't really any comms around when that infrastructure gets to the point where it closes the queue - Even if there's a status page that indicates if the queue if it's open or closed, this would be a massive improvement to the current situation.
The rep I spoke to wasn't sure if there any improvements coming down the pipe to scale out capacity for calls on their infrastructure, so I've asked for that info before I decide if I'm going to switch, as luckily I'm between contract periods until the new change I made takes effect.
At this point, it sounds like they're in that awkward-middle-point of: "Do we spend money on infrastructure and still maintain a high rate of abandoned calls while on hold", or "Do we improve service by spending money by hiring the staff we need to handle the volume?".
I'd love it if the answer ends up being:
At the very least, this explanation has helped relieve a lot of the frustration I've had trying to get in touch, and shows that they've got a way forward. Hoping that I get more encouraging updates on this topic.
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@Linux got through to Twitter support successfully:
Michael Murphy | https://murfy.nz
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Scholarly:
However, things get interesting when I ask why the disconnects are happening in the first place:
Essentially, it's an infrastructure problem - When the system keeping these calls connected behind the scenes fills up, there's literally nowhere to put calls that are coming in, so they're asked to try again later, which makes sense - Server overloaded, please try again later.
I didn't ask for specific numbers of when things become overloaded, and the rep wasn't sure when the trigger point is in terms of call volume to open the queues back up again. It's clear that there's some automation at work to ensure the infrastructure that they have doesn't fall over.
Where I start to get concerned is that there isn't really any comms around when that infrastructure gets to the point where it closes the queue - Even if there's a status page that indicates if the queue if it's open or closed, this would be a massive improvement to the current situation.
The rep I spoke to wasn't sure if there any improvements coming down the pipe to scale out capacity for calls on their infrastructure, so I've asked for that info before I decide if I'm going to switch, as luckily I'm between contract periods until the new change I made takes effect.
At this point, it sounds like they're in that awkward-middle-point of: "Do we spend money on infrastructure and still maintain a high rate of abandoned calls while on hold", or "Do we improve service by spending money by hiring the staff we need to handle the volume?".
I'd love it if the answer ends up being:
At the very least, this explanation has helped relieve a lot of the frustration I've had trying to get in touch, and shows that they've got a way forward. Hoping that I get more encouraging updates on this topic.
This was an interesting read, and thank you for going through the process, did they say that you would be well within your rights for contract termination?
It seems to be an issue of their own making, by denying calls and telling people to ring back you are only temporarily solving an issue that is piling up in the background as more and more try to get their issues resolved.
Why even run promotions for new sign-ups if you can't even manage your current subscribers would have been my question.
It is sad the only way you got in contact with them promptly was through complaints and threat of contract cancellation.
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rugrat:
I’m not sure if I’d call that support when it was only a message saying to send another message (send PM)
And it looked like they didn’t even read message Linux sent properly as no assistance was required.
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Scholarly:So a bit of an update to my contribution here: I lodged a formal complaint with 2deg - Not that I have a specific, actionable issue, but more from the basis of genuine concern:
In the event of a fault that's outside of my control, it's unlikely that as an RSP they can respond in a timely manner, which means effectively their ability to uphold their contract is impaired because the contact center is unavailable for incoming calls.
A rep reached out to me by phone and was really pleasant to talk to, so really happy about that - I've found that it holds true with 2degrees that when you do get in touch with someone, they're always good.
As expected, staffing issues are largely a part of this as they've discussed quite publicly on Twitter in their replies to others, and there's work in the background to look at getting that resolved.
Bearing in mind the normal lead time between hiring vs training/cross-skilling etc, in the medium-to-long term given turnover isn't super high this will end up being a non-issue.
However, things get interesting when I ask why the disconnects are happening in the first place:
Essentially, it's an infrastructure problem - When the system keeping these calls connected behind the scenes fills up, there's literally nowhere to put calls that are coming in, so they're asked to try again later, which makes sense - Server overloaded, please try again later.
I didn't ask for specific numbers of when things become overloaded, and the rep wasn't sure when the trigger point is in terms of call volume to open the queues back up again. It's clear that there's some automation at work to ensure the infrastructure that they have doesn't fall over.
Where I start to get concerned is that there isn't really any comms around when that infrastructure gets to the point where it closes the queue - Even if there's a status page that indicates if the queue if it's open or closed, this would be a massive improvement to the current situation.
The rep I spoke to wasn't sure if there any improvements coming down the pipe to scale out capacity for calls on their infrastructure, so I've asked for that info before I decide if I'm going to switch, as luckily I'm between contract periods until the new change I made takes effect.
At this point, it sounds like they're in that awkward-middle-point of: "Do we spend money on infrastructure and still maintain a high rate of abandoned calls while on hold", or "Do we improve service by spending money by hiring the staff we need to handle the volume?".
I'd love it if the answer ends up being:
At the very least, this explanation has helped relieve a lot of the frustration I've had trying to get in touch, and shows that they've got a way forward. Hoping that I get more encouraging updates on this topic.
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