Saturday, March 03, 2007

explain the logic, please

First-level tech support is offered 24 hours a day, 7 days a week. For any problem, big or small.

If they can't fix it, they escalate it to Tier 2...also available 24x7.

If the problem is bad enough that those two levels can't resolve it, it is then escalated to Tier 3...

...who only work on business days.

Am I the only one that doesn't understand the logic of offering 24x7 coverage *except* for really difficult cases?? Seems to me that the customers with issues that have to be escalated two levels are the customers that most deserve and *need* the more complete coverage, as they have been looking at longer downtime and more inconvenience.

[By the way, is now going into its 10th day of downtime...which is unbelievable in internet terms. It doesn't sound like much, but think of a store being told that because of a technical problem, their newly-upgraded doors wouldn't unlock for ten days, and that customers wouldn't be given any alternate stores to go to...they would just be shoved back onto the street and told to try again in 24 hours. Oh, and the locksmiths only work on business days, so you will have to wait until Monday for someone to even look at the locks. That's just to look at the locks, by the way. No promises of resolution, even though the locksmiths are the ones that installed the locks in the first place, and they *required* you to upgrade to their new locks, because the old ones weren't supported anymore. Gnash, grind, growl...]

No comments: