In Big TV Facing Big Problems? - Part 1 we looked at the Big TV Installation and the problems Big TV users are facing, lets now take a look at the other facts that are possibly stalling the Big TV Launch.Big TV Customer Service:
It understandable that the customer service at this point of time is not living up to the expectations since its a fairly new service and the customer service executives are learning the ropes. But heres an experience of a Big TV customer,
I called up to lodge a complaint for STB getting hanged. That was a just a simple complaint i was trying to lodge and guess what?
A hell lot of hassles I have gone through.
[1] Rep talked to me for over 20 minutes!!!
[2] He was keep asking me (or may be confirming) every single things for 4-5 times what i was telling him (That was really annoying)
[3] After telling him every single thing - he was putting me on hold for 1-2 minutes saying that "i am going to gather more knowledge and will give you a solution, please wait"
[4] In between, he also played a trick - "Sir, are you in front of your TV? is that problem happening right now? If not, please call back when it happens so that we can guide you thoroughly"
I am a bit smart too. I said "hang on --- see, it happens now. tell me what shall i do now?" and he said "try to do something with remote", "try from STB" and even he said some foolish things "check the batteries in your remote"Finally, he took a complaint after 20 minutes of discussion and when i asked for a complaint number, he said "i will have to put you on hold for sometimes, it will take time" - i asked "how long" and he said "2-3 minutes"
That was completely waste of time. He actually took 2-3 minutes just to raise a complaint!!!!!!!! Imagine, they haven't launched commercially and they are taking 2-3 minutes just to raise a complaint. What will happen after a launch? He finally gave me an 8 digit complaint number which starts from "7358----"
Big TV Complains:
One customer placed two complains within 24 hours of time, on the 11th of August 2008 hr placed a complain for the STB that was slow and kept hanging, the complain number was 7379**** and on 12th August 2008 another complain fro the "Smart Card Error" and received complain number 7384****. Now if you see that the complain numbers 50,000 complain numbers are being generated on a daily basis. This is really something that will create issues, especially with the launch of Big TV yesterday lets see if these problems are rectified.
Big TV Solutions:
So far the Customer Service nor the Engineers have been able to fix the STB problems, the only solution they have provided is stating that once the service launches they would be able to fix or replace the STB.
The other solution they have provided is to keep the customers phone number stating they will contact them when a new version of the STB is out. So this could mean tha the company is trying to get the STBs replaced for a newer stable version.
A special thanks to the members of the Broadband forum for keeping us updated with the problems they face.
