| User | Post |
|
|
|
Tier Two might not be too happy about this…
|
|
|
|
|
9:31 am
February 3, 2008
|
Uverse Guy
Admin
| | | |
|
| posts 567 |
|
|
If they ask, we will remove them.
|
|
|
6:19 pm
February 9, 2008
|
Uverse Guy
Admin
| | | |
|
| posts 567 |
|
|
This is a great idea and EXACTLY what I’ve needed. Now if only there was a code for this week :-(
|
|
|
10:11 pm
February 9, 2008
|
Uverse Guy
Admin
| | | |
|
| posts 567 |
|
|
It might be a good sign no one is posting these codes every week. Hopefully that shows us there are less problems.
|
|
|
10:20 pm
October 3, 2008
|
theencode
New Member
| | | |
|
| posts 1 |
|
|
sorry but what are teir 2 codes (i know what tier 2 is) for? and why would they be upset with someone posting them??
|
|
|
10:26 am
October 4, 2008
|
Uverse Guy
Admin
| | | |
|
| posts 567 |
|
|
When you have an issues that is escalated to tier 2 the agent generally gives you a code, so you can call back in within 24 hours and get support directly from tier 2 if you continue to have the same problem. This prevents having to go back through the normal tech support process (kind of customer experience). They change them dialy I believe, so if random people had the codes and where trying to evade the standard trouble shooting steps this could spike tier 2 call volume beyond what they can handle.
|
|
|
9:19 pm
January 2, 2009
|
Premtek
Moderator
| | | |
|
| posts 100 |
|
|
Even if you have the code and there having problems with something and it has been escalated they will not talk to you untill the problems eaither had a fix or workaround.
|
|
|
9:05 am
January 9, 2009
|
andy
Guest
| | | |
|
| |
|
|
They never have given me a code yet. They also cant fix my freeze problem. they have been working for a year now
|
|
|
4:07 pm
January 10, 2009
|
Premtek
Moderator
| | | |
|
| posts 100 |
|
|
Sounds like a cable issue or are you running hdmi on the stb
|
|
|
5:39 am
March 7, 2009
|
KiloMike
Guest
| | | |
|
| |
|
|
Uverse Guy said:
When you have an issues that is escalated to tier 2 the agent generally gives you a code, so you can call back in within 24 hours and get support directly from tier 2 if you continue to have the same problem. This prevents having to go back through the normal tech support process (kind of customer experience). They change them dialy I believe, so if random people had the codes and where trying to evade the standard trouble shooting steps this could spike tier 2 call volume beyond what they can handle.
Actually its quite the opposite… Tier 2 gives the number out but prefers you give it some time. Do not call back within 24 hours unless it is truely screwy service… Also, if you want just simply ask them if they can give you a call back tomorrow whenever they get in to check up and make sure everything is working. Most of the time they will happily do it and call you right when they show up, although some of off hours due to call centers. But the codes work for a week, so give it TIME, and then use the code only if need be.
If it is something that you havent spoken to Tier 1 about prior, then call in Tier 1.
|
|
|
|
|
Hi KiloMike,
Thanks for the information. Mine was based on what the tier 2 agent told me over the phone which may have changed or is different in different regions (call centers). If their good for a week then that is definitely helpful to know. I do agree you should give it some time but if your having the same issues after a Tier 2 “fixed” it then it's not truly fixed and I think you should be able to go back to tier 2 for resolution. However, if it's a new issue or something less minor it's a good idea to utilize the right channels through tier 1 support first.
Thanks for the input.
|
|
|
3:06 am
March 15, 2009
|
Premtek
Moderator
| | | |
|
| posts 100 |
|
|
Tier 2 can fix all the software issues ie. you have voip and no phone 1 light on the box, but if you pic is freezing up its a prem tek problem
|
|
Login
Register
Search 
Forums
Add a New Topic
Reply to Post
Quote and Reply
