Service & Engagement Can I speak to a manager?: A front end thread

can't touch this said:
Isn’t MySupport outsourced to India or something?
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Mysuportt isn’t but CSC is and it Depends on what you’re calling for and how busy they are. Typically it’s outsourced but if you call about apps and devices I usually get someone in the twin cities. I talked to some guy named mike for 30 minutes about fishing in Canada because he just got back from a trip. I’ve also called CSC before and the guy answered “Best Buy client support how can I help” and he just goes wait no target this is target.
 
tmap98 said:
Both are on campus in Brooklyn Park and India turns on around 8pm CST. Level 2 is primarily in Brooklyn Park with one or two people per team in India. Level three is all Brooklyn Park
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Good to know! I was just speaking from personal experience.
 
I don't really mind "having" to call the CSC. I get to sit down in an ETL office off stage and put my feet up, and browse Reddit while I'm on hold. At least there's no guest interaction for the duration of the phone call.
 
REDcardJJ said:
I don't really mind "having" to call the CSC. I get to sit down in an ETL office off stage and put my feet up, and browse Reddit while I'm on hold. At least there's no guest interaction for the duration of the phone call.
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That’s lucky. When I call the CSC I’m the only person at the service desk and have to frantically try to find someone to back up when a guest comes or try to deal with the guest(s) and the phone at the same time
 
If you have common sense and are good with computers or have been doing this long enough chances are you know if it’s something you can fix or a tech needs to come in. I only call CSC when I know a tech needs to come in or I just need a new part. You have to be very blunt and pushy with them, there job requires them to run through a list and everything is scripted. I typically call and just lost a bunch of things I tried regardless if I did or not and then tell them I don’t have time to troubleshoot over the phone and to send a tech in to fix it. It works every time and I’m off the phone within 60 seconds with an eta for the tech.
 
Like @gsa4lyfe said, it's really helpful to go into a conversation with the CSC knowing exactly what you need them to do. I think a reason a lot of CSC phone calls can take so long is because they're walking you through troubleshooting steps, but if you've already tried those before calling it's useless to go through them again.

They once told me that my issue was a "low priority" and gave me an estimated two weeks until it was fixed, so I had my ETL-GE escalate it and it was solved the next day.
 
REDcardJJ said:
Like @gsa4lyfe said, it's really helpful to go into a conversation with the CSC knowing exactly what you need them to do. I think a reason a lot of CSC phone calls can take so long is because they're walking you through troubleshooting steps, but if you've already tried those before calling it's useless to go through them again.

They once told me that my issue was a "low priority" and gave me an estimated two weeks until it was fixed, so I had my ETL-GE escalate it and it was solved the next day.
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I usually just tell them “that’s unacceptable we’re a high volume store and can’t afford to be down a register that long and they usually Put me on hold and come back with a date that’s within a few days. They’re scripted so as soon as you push back you usually get somewhere pretty easily
 
I had actually gotten off the phone with them and called back to inquire when this issue would be fixed a few hours later. It was the second CSC person I spoke to who told me the issue was low priority.
 
It's bad enough having your issues "looked at" by someone who's 10 states away, but on the other side of the world, in a country specifically chosen by the company for its starvation wages?

This model has to be one of the 21st century's most rage inducing memes
 
Amanda Cantwell said:
lol ok you try to convince the ETL SF or ETL AP to call CSC. ETL GE isn't in and I'm the only one at SD, GSTL is busy.
happens often
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Gotta agree with you on this one. Everyone seems to think guest service is the world’s easiest job so no one ever helps us and can either call or watch the service desk for a few minutes
 
Amanda Cantwell said:
lol ok you try to convince the ETL SF or ETL AP to call CSC. ETL GE isn't in and I'm the only one at SD, GSTL is busy.
happens often
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Idk I never seem to have an issue finding someone to call if I don’t have time. I’ll ask a gsa, another TL or GE.
 
what would be literally amazing (@mobilelady @tmap98) was if there was a CSC app on the zebras and you could like live chat with a CSC agent so when you're on hold you don't need to be on the phone and you can reply when convenient for you
 
We're losing 4 checklanes as a part of remodel. People are already complaining about having "fewer registers." People. The only time we ever have all the registers open are Black Friday & Christmas Eve. Yeah, you'll wait extra long those days, to be sure, but on a random Monday? GTFO.
 
IWishIKnew said:
We're losing 4 checklanes as a part of remodel. People are already complaining about having "fewer registers." People. The only time we ever have all the registers open are Black Friday & Christmas Eve. Yeah, you'll wait extra long those days, to be sure, but on a random Monday? GTFO.
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now they can't complain about why 'we have so many registers but only two open'
 
tmap98 said:
@Amanda Cantwell There is an application currently in-development/pilot that allows you to 'chat' the csc and it will create tickets. Currently I believe the first feature rolled out is out of stocks of items for prolonged periods of time. Ideally i think the idea is that you will be able to get any help this way.
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OMG THIS IS AMAZING I WANT IT NOW. I assume it’ll be integrated into myhelp?

The issue is we don’t have a way to report POS bugs that aren’t worth the time to call. For example, returns using k2 quantity are broken. I’m not wasting my time to call that in, but I do want it fixed. We need a way to make a ticket for non urgent POS issues.
 
I really wish there was an easy way to report bugs in general, since nobody thinks they're important enough to pass along (like where Pack and Ship 2.0 won't scan a collate if you wait too long after printing it). Like a "feedback" link or something.
 
PackAndCry said:
I really wish there was an easy way to report bugs in general, since nobody thinks they're important enough to pass along (like where Pack and Ship 2.0 won't scan a collate if you wait too long after printing it). Like a "feedback" link or something.
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Exactly. We need a way to report non critical bugs.
 

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