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Re: Aviva Insurance Company
I have been spared that sort of ordeal but, even when the call centre worker does speak and appear to understand English, there can be no certainty that information of any defect of fault by the company will be passed on.
My experience of this was when my broadband provider was a certain devilish company now owned by C&W. On one notable occasion, the service was down so I telephoned their putative "help" number to report the problem and/or to ask for their best guess of how long it would take to fix; I was told that I was the first to report the problem (it later turned out that I wasn't) and that it should be fixed in a few hours. A few hours later, the service was still down and, to my astonishment, I was told exactly the same thing by a different call centre operator - that it was the first they'd heard of the problem and that it would take some hours to fix.
On another occasion, the same problem had been claimed by the call centre operator to be due to "bad USB modem drivers" on my system, even after I had told him that I did not use a USB modem any more; after agreeing with that moron that I had changed the modem drivers - the fib was essential for him to get to the next stage of his script - he then told me "Well, sir, it will be necessary for you to to reinstall Windows!". I thanked him and ended the call, but just waited a few hours for them to fix the fault with their servers.
I do not know whether it is due to their training, or their culture, or both, but such call centre operators utterly refuse to admit their employers could ever be at fault. They are, however, not usually uncivil - which is more than may be said of some operators in UK call centres.
Originally posted by Garlok
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My experience of this was when my broadband provider was a certain devilish company now owned by C&W. On one notable occasion, the service was down so I telephoned their putative "help" number to report the problem and/or to ask for their best guess of how long it would take to fix; I was told that I was the first to report the problem (it later turned out that I wasn't) and that it should be fixed in a few hours. A few hours later, the service was still down and, to my astonishment, I was told exactly the same thing by a different call centre operator - that it was the first they'd heard of the problem and that it would take some hours to fix.
On another occasion, the same problem had been claimed by the call centre operator to be due to "bad USB modem drivers" on my system, even after I had told him that I did not use a USB modem any more; after agreeing with that moron that I had changed the modem drivers - the fib was essential for him to get to the next stage of his script - he then told me "Well, sir, it will be necessary for you to to reinstall Windows!". I thanked him and ended the call, but just waited a few hours for them to fix the fault with their servers.
I do not know whether it is due to their training, or their culture, or both, but such call centre operators utterly refuse to admit their employers could ever be at fault. They are, however, not usually uncivil - which is more than may be said of some operators in UK call centres.
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