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From the archives of another support group comes a conundrum. Sometimes our support policies hinder our customer service relationships. Sometimes there is nothing you can do to satisfy a customer. So was the case with Barry (name changed for privacy):
|Problem Code:||CUSTOMER SERVICE:SERVICE / SUPPORT QUALITY:SUPERVISOR ESCALATION:THREATENING LEGAL ACTION :BUCKET Said he may consider legal action.|
|Problem Description:||Symptom: ·Barry is calling about problems with his ISP.
Tests/Steps: ·Does not want to be apart of Live ID, .Net Password system, .Net Passport system, or Live Passport system.
·MSN Support has told him to call us for support with this problem. He has problems with his password, when he calls MSN, they change the password for him; yet now they know his password! MSN Support has informed him that this would a problem with our system, as we are the support for Windows.
·He was not informed that this is how things would be with MSN as his ISP, is unhappy about this fact. He is not happy that he has found log files on his computer, started to blame us for these; that other people have access to his computer.
·He has now said he may consider legal action, which would be that he may go and speak with his lawyer.
Diagnosis: ·Connected Barry to 1085/Jim; Jim has taken the call over.
|Solution Description:||Resolution: ·Conf. In 1085/Jim, Jim will take the call over.
Reason: ·Barry wanted to speak with a supervisor.