Part 3/3
3. Reps are consistently told to mislead
customers about known technical issues.
Reps get fed so much conflicting
information they dont even know what's true
and so each has his/her own version of how
to support (makes for very inconsistent
support).
4. At times reps are put on the phone to
answer support on their 1st day of work, no
training, no technical experience, don't
even know how to use the phone yet and they
are there to help you. They end up "muting"
customer to get answer, they only know the
one line that they got from their
supervisor, they feed that to the customer
and try to get off the phone from there.
There are a number of people who dont have
problems with quality or service with X10,
I assure you there are a ton who do. Things
like software, sketchy modules like Active
Home, Flood Lights/Cams all are known to
have consistently reproduceable problems
that customers call about and instead of
addressing the problems (multiple ways
could handle this) they just keep reliving
them. They only believe in sales
and "today's" profit, they do not plan or
work toward a better future...this is I
believe because X10 is a cashcow for a
private owner in Hong Kong who made a
fortune on the profits of this company and
will ride it till its dead, he doesnt care
about building a lasting company just
bleeding what he has for as far as he can.
