Have I been misconfigured?

[Rik]

Result.   

[Lance]

Great result!

[Sebby]

I called IDNet this morning to confirm they'd got my mail, which they had, and I've received a mail saying they'd asked BT to set my line manually. Looks like I'm all sorted! My highest speedtest result ever!

Great result. Another problem dealt with efficiently and effectively by IDNet.

[Simon]

That goes to show that IDNet's commitment to excellent customer support is as strong as ever. 

[scook94]

I must agree, it was handled very efficiently and to have it sorted in under 4 hours is very impressive.

They could have made the experience better though. An automated response to my initial email giving me a reference number to quote in any future contact would have been good. One step better would be to provide a link where I could monitor the support ticket.

My previous ISP, who are also a small company, handled support requests this way but they are a couple of quid dearer than IDNet so maybe that's where the money was spent!

[Sebby]

I see your point, but in some ways, it's nice that they don't need to have that kind of a ticketing system (I understand that they do have some kind of internal system, so are able to track replies, etc). Because they're able to give quick and personal replies, it almost does away with the need for such a system.

[Rik]

One step better would be to provide a link where I could monitor the support ticket.

It's been a concious decision, so far, to avoid such an approach and to focus on delivering high-quality, personal support. I haven't had to contact support since I joined IDNet, but I do often follow up if a member is having a problem, and I've always found them to be right on the ball, even at weekends in an emergency. It's not unknown to receive an email from Simon at 4am if he's just fixed a problem.

[scook94]

Like I say it's no criticism of the support I received (just a suggestion), and if a public facing ticketing system has been considered and discounted, then fair enough.

In any case I'm more than happy... 

[Simon]

I suppose, once people realise they will get a very fast reply from support, a ticketing system isn't really needed, and indeed, it may even give the wrong impression of a 'queue' for support requests.  I would guess that an automatic response to emails wouldn't be too hard to implement, but unless the sender receives a bounce notification, there's usually no reason to suspect that an email hasn't been received. 

[Sebby]

Absolutely, Simon. That's basically what I was saying.

[Simon]

Great minds... 

[Sebby]

 

It's so true, though. When you know you are going to get a response quickly and from someone that you probably know, you just don't feel a ticketing system is necessary.

[Lance]

Support at idnet are just like extended family really!

[Rik]

That's exactly how it feels.