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>>> MSN MESSENGER SUPPORT <<< SAGA OF INCOMPETENCE AND HIDING IN HANDLING PC TO PHONE PROBLEM
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Arpad Polan
Mar 27, 2002, 3:58:40 PM3/27/02
to
Hello all of you folks out there
contemplating purchasing PC to Phone service via MSN
Messenger from providers like iConnectHere and Deltathree
- it took MSN Support a full week to get my service up with only
one way audio on an average PC of recent make, then they tried to pass the buck.
Also, they consistently ignored my reqests to contact a manager or
suprvisor for problem resolution.
No one should be allowed to operate a telephone service in Canada
if they refuse to refer customer complaints to their management. If anyone
knows what might be an appropriate forum to launch a formal complaing
against Canadian operation of iConnectHere telephone services, please let me
know by e-mail.
/thanks
Arpad
apo...@rogers.com
CHAPTER1: While the service is inexpensive, chances are that you won't even get it off the ground. I have a run of the mill, year 2000 Compaq PC running ME and a standard Rogers internet connection, yet the service department proved to be hopelessly lost in determining why the Messenger's phone app does not recognize my service profile. Instead of getting a service engineer on the phone with me to solve the problem interactively, they kept sending me E-Mail every couple of days to check this or that, and let them know what the computer said. I played this game for a while until i realized that they ( i.e. a different young lady each time) have not a clue how to resolve my problem. Then I asked for the service manager to contact me if the problem was beyond their control. This request was ignored and the service reps kept sending me inane email about providing general feedback and canned messages like "your satisfaction is important to us". Then i asked for a support engineer to walk the problem through with me and reiterated my request to speak with a manager. This also was ignored for a couple of days after which they sent me a message that their support group only provides problem resolution via e-mail.
CHAPTER1: While the service is inexpensive, chances are that you won't even get it off the ground. I have a run of the mill, year 2000 Compaq PC running ME and a standard Rogers internet connection, yet the service department proved to be hopelessly lost in determining why the Messenger's phone app does not recognize my service profile. Instead of getting a service engineer on the phone with me to solve the problem interactively, they kept sending me E-Mail every couple of days to check this or that, and let them know what the computer said. I played this game for a while until i realized that they ( i.e. a different young lady each time) have not a clue how to resolve my problem. Then I asked for the service manager to contact me if the problem was beyond their control. This request was ignored and the service reps kept sending me inane email about providing general feedback and canned messages like "your satisfaction is important to us". Then i asked for a support engineer to walk the problem through with me and reiterated my request to speak with a manager. This also was ignored for a couple of days after which they sent me a message that their support group only provides problem resolution via e-mail.
CHAPTER2: Yesterday, finally MSN support fixed the
authorization problem and i was able to make a voice call. Hurray!!! Soon i
realized that the audio is one way only and launched a new service request.
After waiting another day, i got a mail requesting that i verify a couple
of sound card attributes like make and the supporting of full duplex. I did
supply the info requested and sent them in addition a detailed system config
profile report produced by Sandra Pro. In response, here MSN Support
had become really inventive, they wrote back that I should contact my
computer's manufacturer to solve the problem. They did not say wether or
not my hardware is on the list that MSN Messenger supports - i suspect
that they conveniently passed the buck to the hardware
manufacturer even though there was not a shread of evidence that my
hardware is not functioning or is not meant to be supported by the MSN
software.
So i cancelled my MSN PC to Phone service and
asked for a refund.
/AP
PC User
Mar 27, 2002, 5:14:10 PM3/27/02
to
Pretty much says it all about Canadians.....
On Wed, 27 Mar 2002 20:58:40 GMT, "Arpad Polan" <apo...@rogers.com>
wrote:
Arpad Polan
Mar 28, 2002, 8:50:00 AM3/28/02
to
the poster is not Canadian....so what does that say about you?
"PC User" <N...@me.com> wrote in message
news:h1h4aug7tli7ttnf8...@4ax.com...
PC User
Apr 1, 2002, 3:49:06 AM4/1/02
to
Sorry, I just thought because you are whining and from a rogers.com
account, I made a big assumption.
account, I made a big assumption.
This has nothing to do with Australia, so why are you posting here?
On Thu, 28 Mar 2002 13:50:00 GMT, "Arpad Polan" <apo...@rogers.com>
andrew
Apr 2, 2002, 7:34:17 PM4/2/02
to
My only excuse is that MSN messenger is targeting English language consumers
all over the world, including Australia. So if in Australia MSN PC to Phone
will somehow work better or if there are no Australian subscribers that use
it, i apologize.
all over the world, including Australia. So if in Australia MSN PC to Phone
will somehow work better or if there are no Australian subscribers that use
it, i apologize.
/original poster
"PC User" <n...@me.com> wrote in message
news:5l7gaugu40gherbab...@4ax.com...
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