Beste, hoe een organisatie zo groot als Proximus faalt in het helpen van haar klanten !!
Een goede week geleden was ik voor 8 dagen in New York. Mobiel bellen werkte maar mobiele data kreeg ik maar niet werkende. De settings bleken allemaal juist dus ik besluit de support lijn in te schakelen zowel chat als telefonisch. De chat met de bot zet ik achteraan deze mail gezien zijn lengte. UREN LETTERLIJK UREN heb ik gewacht. Met geregeld de vraag bent u nog online :-(
Elke dag had ik ook gebeld en kreeg ik buiten een enkele uitzondering menselijk contact na de nodige cijfers in te typen en te wachten soms heel lang op een support medewerker.
Telkens eerst een resem vragen voor dummies - zoals staat uw telefoon aan - etc..
OK die mensen werken ook maar hun procedures af. En sommigen beloofden dat ik zou teruggebeld worden omdat ook zij het niet opgelost kregen. Ik ben NOOIT teruggebeld !! Ook niet na escalatie naar hun supervisors, dus die gaan ook niet vrijuit..
Gelukkig kende ik door mijn verleden als solution provider van Proximus nog wat mensen - deze bekwame managers konden mij na 3 minuten vertellen dat er een probleem is met de partners in de USA. Oa AT&T die zijn 3G netwerk is aan het afbouwen alsook discussie rond facturatie van nieuwe communicaties. Dit leidde tot een niet functionerende 4G en 5G netwerk voor Belgen in de USA. Na nogeens 2 dagen was dat dan letterlijk blijkbaar opgelost en deed mobiele data het weer.
Dus 5 dagen gebeld hiervoor en uren aan de lijn gehangen en niemand maar dan ook niemand bij Proximus die dat escaleert of verantwoordelijkheid opneemt. Misschien kunnen ze best eens bij NewB gaan luisteren over hoe je telefonische services aanbiedt !!! Een geen ellenlange voice boodschappen en afwerken van numerieke menu’s alvorens een medewerker aan de lijn te krijgen. 2 indien bezet belt NewB u binnen 15 min terug.
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bot :
Sep 19 2022
Proximus Assistant
Welcome to Proximus! I’m your virtual assistant 🤖
What can I help you with?
04:37
user :
mobile data does not work in the US
04:38
bot :
Proximus Assistant
If you want to make sure that your smartphone or tablet doesn’t use data, you can just block your data usage. This will ensure you don't get charged for roaming, or when your data bundle has run out.
04:38
bot :
You can do this by adjusting the settings on your mobile device, or via MyProximus.
04:38
bot :
Which option do you prefer 👇
04:38
Via my device
Via MyProximus
user :
Via my device
04:38
bot :
Proximus AssistantYou can easily switch mobile data on or off on your device whenever you want.
04:38
bot :
If you have an iPhone or iPad, you can also turn off the Wi-Fi assistance.
04:38
bot :
Use the buttons below to find instructions for your device 👇
04:38
How to disable data
bot :
Did this answer your question?
04:38
Yes
No
user :
No
04:38
user :
issue is with proximus
04:38
bot :
Proximus AssistantOne of my colleagues 👩👦🏽 can help you with this.
04:38
bot :
Would you like to chat with one of them? If so, click the button below 👇
04:38
Chat with colleague
No, thanks
bot :
What is your other question, exactly? 😊
04:38
user :
Chat with colleague
04:39
bot :
Proximus AssistantI'm looking for the right colleague. Right now, the average waiting time is less than 5 minutes.
04:39
user :
mobile data settings OK on my iphone but blocked at Proximus. called yesterday but colleague needed internal technical assistance and it was sunday
04:40
user :
simular issue on wife’s phone 0476266736
04:40
user :
it worked yesterday for one minute after technical assistance but blocked again
04:41
user :
colleague name was Said
04:42
user :
I am chatting from New York
04:42
user :
already trying several days to solve this..
04:46
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
04:49
user :
it takes very long to wait everytime!! and yesterday i called with skype
04:49
user :
not the best service due to a lack of agents everywhere
04:51
user :
16 min and waiting
04:56
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
04:59
user :
yes
05:00
user :
hello Proximus
05:06
user :
nearly 30 min wait
05:07
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
05:10
user :
yes
05:10
user :
can i get a copy of this chat
05:15
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
05:20
user :
can i receive a copy of this conversation to my email please
00:11
user :
the problem has a cause at Proximus and now nearly 3 days later the promise that i will receive a call with a solution by a system engineer has not been kept
00:13
user :
there is something blocking my mobile data usage in the USA at your side. PLS SOLVE IT
00:14
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
00:21
user :
yes
00:43
user :
hello
00:49
user :
someone there please
00:51
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
00:53
user :
yes
00:56
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
01:06
user :
yes
01:07
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
01:17
user :
yes
02:03
agent :
Proximus HelpdeskWe're actively looking for an agent for you but this is taking longer than we'd like... Are you still online?
02:13
user :
I have been waiting hours on this non functioning chat line, I have called several times to your agents, 4 days later there is still no solution for my non functioning mobile data here in the US. I can start a protest in the trend of Greta Thunberg to be helped.. PLEASE
03:59
Enjoy the read!
