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sympatico / technical service

1 391 Crossing Bridge PlaceAurora, Ontario, Canada Review updated:
Contact information:
Phone: 905-727-4327

On Nov. 14th I could not make an internet connection so I called your service center. I spoke to a man with a strong accent who spoke rapidly and was difficult to understand even after asking him to slow down several times. I told him that I had a Mac computer and a router and was told that I could not work thru a router and had to hook directly to the DSL cable even though I had been using the router for over a year. After several tries at fixing the problem it was obvious that he had no knowledge of Mac and started consulting with his supervisor who eventually spoke with me. He knew little more that the first man and also spoke with a heavy accent but he admitted his lack of Mac knowledge and advised that he would have an expert call me within two hours, I am still waiting? Fortunately I restored the setting that had been changed and reconnected the router and managed to restore my internet link no thanks to your technical people. To say the least I am very disappointed with your lack of technical expertise and lack of training of the people who are trying to converse with your customers. At the very least teach them how to speak to customers, clearly, slowly and without a heavy accent.
A very dissatisfied customer.
R. Edmonds

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Comments

  • Er
      26th of May, 2009
    0 Votes
    sympatico - Bad service
    Sympatico
    United States

    Just some observations about the Sympatico service. Some of this really
    amazed me, I work as a PC Tech and have been called out several times in
    the last few weeks to sort out problems with Sympatico, that should have
    been solved by Sympatico Customer Service.

    1. Does a Call Centre in India really provide adequate customer service
    to Canadian customers?
    I sometimes have great difficulty understanding the agent, and I'm sure
    they also have difficulty understanding me.

    2. The standard answer to any email problems nowadays seems to be to
    switch the customer to the Sympatico-Hotmail service. I have some major
    issues with this:
    a. I have been to 2 customers recently where the Sympatico Rep had
    instructed the customer to disable their Anti-Virus software completely.
    Maybe this wasn't the intention of the rep, I suspect the customer was
    supposed to disable scanning of outgoing mail only, but when I arrived
    on-site they were both completely unprotected. Could this problem
    possibly be a communication problem ( see point 1 above??)

    b. The, supposedly enhanced, service offered by the Hotmail based
    service uses very aggresive Spam filtering. In one case a customer was
    not receiving email from a business customer of his. Sympatico support
    told him the mail had been filtered by the Junk filter and that he
    should check his Junk Mail Box. For customers who use the Web based
    service this is fine, the Junk Box is fairly obvious - however this
    customer uses Outlook Express, and he had no idea that there even was
    such a thing as a Junk Mailbox anywhere, he also had no idea how to
    login to the web based mail portal. I tried a few tests locally with
    some of my customers and it is astonishing what gets filtered out as
    junk - I have used some Open-source mail software with excellent junk
    filters, could a company with the resources of Sympatico not invest some
    time and resources into developing a reasonable filtering solution.

    3. In 3 cases when the Support agent has not been able to resolve the
    problem I have been told that the problem needed to be escalated to next
    level tech support, and that the customer would receive a callback
    within 24hrs. No calls were ever received. The last time I was told
    this, I asked to speak to a supervisor, hoping for some confirmation
    that a callback would actually happen - I was put on hold for 5 minutes
    and then cut off. That was 3 days ago, and surprisingly, the customer
    has still not been called back (actualy I think he may have cancelled
    his service anyway!).

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