Northgate Help Desk

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  • #46248
    John Boxall
    Participant

    Is it just me or are they taking much longer to resolve calls?

    Annual income twenty pounds, annual expenditure nineteen nineteen and six, result happiness. Annual income twenty pounds, annual expenditure twenty pounds ought and six, result misery. The blossom is blighted, the leaf is withered, the god of day goes down upon the dreary scene, and—and in short you are for ever floored.

    Wilkins Micawber, Ch12 David Copperfield

    #130497
    Anonymous
    Guest

    Nope, not just you

    #130498
    John Boxall
    Participant

    I’m not sure if thats good or bad…………

    Annual income twenty pounds, annual expenditure nineteen nineteen and six, result happiness. Annual income twenty pounds, annual expenditure twenty pounds ought and six, result misery. The blossom is blighted, the leaf is withered, the god of day goes down upon the dreary scene, and—and in short you are for ever floored.

    Wilkins Micawber, Ch12 David Copperfield

    #130499
    Anonymous
    Guest

    At least I now know that it’s not vindictive on their part….at least not to me individually

    #130759
    shadeycat
    Participant

    yes – much longer. I have calls open for more than a year. I have also chased these up every now and again but they dont seem to get actioned.

    #130830
    Sam
    Participant

    Yeah I do find it strange that they do not run their own internal reports to identify calls which have been open longer than the agreed service level and investigate them.

    Anyone else absolutely hate the new improved call logging facility? If we have to choose an option at least provide ones which are applicable! It does frustrate me! |(

    #130836
    Anonymous
    Guest

    Don’t get me started on the ‘new improved logging facility’ Sam. It looks more like a ‘new improved stats gathering facility’ to me

    #130882
    Anonymous
    Guest

    It would surely help their internal processes and efficiency if they did something about the Knowledge Hub so that you don’t waste time (yours and theirs) reporting faults which are already known WMSs

    #130895
    Darren W
    Participant

    The best part is when you get a call from them (or at least one of their team does this).

    Them: “Hi Darren I am calling about call xxxxxxx, is it still a problem.”
    Me: “Um which call was that?”
    Them: “Call xxxxxx”
    Me “What did it concern?”
    Them “It was to do with xxxxxx, you raised it about 15 months ago”
    Me “Ah yes I remember, wasn’t that fixed in a recent release?”
    Them “Yes I was just calling to tell you that it was now fixed so I am closing the call”

    Or variations on the theme. All of them expect me to know of the top of my head what call xxxxxxx related to.

    #132445
    Daz Webb
    Participant

    What I find quite amusing is the fact they will send you the email to advise your call has been closed and also often ask you to complete the customer survey, but only when the call has been responded to in quick time.

    You never seem to get them for calls that they have taken an eternity to deal with.

    Obvious they don’t want to tarnish their stats I guess.

    :bigsmile:

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