This is a guide for people who want to deal with Wandoo when they are having issues.
1) Note the Agent's name and the time of call.
They SHOULD introduce themselves on the beginning of the call, and don't be afraid to ask their name. Extension number too.
Some agents forget to.. I know I was bad for it sometimes..
2) If you've spoken to Wanadoo before, Go through the Data Protection Act Checks, then say "Can you check through my notes to save me explaining it all again".
If you need to explain it again, ask the agent to make a note of what you say, and read it back before you end the call so you know it's noted on the account.
3) Politeness works!
Yes, you might have called for the umpteenth time, and you might hate the fact you feel "p***ed about".. But the agents on the end of the phone are Humans, (usually ), and if you reversed the situation, would you like to be on the end of a tirade of obsceneties.
Bear in mind an agent IS authorised to terminate the call after 3 warnings if your behavior is threatening or you use obscene language. They also will note on the account that you have done this. They may report this to a Team Leader as well.
4) 1st Line is just that.
The agent you first speak to IS NOT TECHNICALLY TRAINED. They don't know why your account isn't working, but would love to fix it, so you don't call them again. Be honest, you'd agree the same. Agent's don't want to have to clean up other people's messes. They also like to fix things first time, IF THEY CAN.
If the issue needs escellating, they have to follow set procedures, and have their hands bound beyond that. They are NOT allowed to deal with an issue on a personal level usually.. but will do their best to make sute the appropriate people will help.
5) The Escellation Procedure.
You CAN, and are allowed to ask for a supervisor. Agents try to resolve issues for you beforehand, and are reluctant to hand you over for the sole purpose of the Esc team are usually very busy. Waits of over 10 mins for an Esc agent have been known by me personally.
If the call isn't answered by the escellations team in 5 minutes, an agent HAS to hang up on esc. They are not allowed to wait beyond that.
They then have to try and find a way to raise the call for you to the best of their ability...
6) Sometimes, there's nothing anyone can do.
It's inevitable. Things have screwed up so badly that no-one can resolve it.
Sometimes you have to let go.
If you have to close your account because of unable to connect after registering, and you've been billed and never connected, you are entitled to a refund. Sometimes this may need a chase as the billing system sometimes glitches. It's the same with every system, they're not perfect.
Bear in mind this can happen with ANY company.. sometimes, s**t happens.
7) It's not always Wanadoo's fault
This is a big one.
It's actually true, it's not always Wanadoo's fault. Wandoo rely on BT for a lot of the work, and it is hellish for an agent to deal with BT Wholesale.. The torture of it is a nightmare. I have actually been waiting on the phone for the BT team for over 30 mins before now.. it was terrible. And when I got through, their systems were down, and they couldn't do anything.
Systems down.
Now Wanadoo rely on PC's. PC's are notorious, like dominoes or a stressed lady. You so much as sigh at the wrong time, and it's all over
Wanadoo can't do anything without their systems, and sometimes they break, for reasons known to the digital gods. The connections may fail.. the systems may freeze... BT Might cut of an entire callcenter.. (Yes, it happened. BT snipped a callcenter's data line, it took them 48 hours to fix!)
Hope this is some help to you all.... Any other questions I can add?
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Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
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), and if you reversed the situation, would you like to be on the end of a tirade of obsceneties.
