Line Quality on 24/7 support

This might not be the right place to put this but I'm going to anyway.
We have a business critical SR (#10856485730) with Novell currently open and being looked at by Novell engineers. When I logged the call on Friday, I spoke on a very clear and crisp line to a very helpful person. Today (my weekend), I've tried to call again for a status update as the current failure on our Zone means 2000 new students can't login on Monday. What I get is a hugely crackly and choppy line with someone trying their hardest to communicate with me at the other end.. it was so bad that I apologised as clearly as I could and hung up. I called again in the hope of getting a clearer line but instead got about 10 minutes of Celine Dion - again crackly and hard to hear.. I appreciate that I was probably in a queue but the line quality didn't bode well so I hung up again.. I'm now on hold and in a queue on the online chat... fortunately no Celine Dion.
My point here, whilst trying to remain light hearted, is that if Novell intend to offer 24/7 support, they need to figure out how to do so in a way that allows customer to call a phone number that gives a clear and crisp line.. whilst I can deal with a web chat, nothing quite beats talking to someone.
Other vendors I've dealt with that offer 24/7 support are able to offer a good quality line.
Neil

This is Mike Radford Director of Support.
Thank you for the line quality feedback, I have not heard this before.
I will make sure this is resolved. I apologize for the problem.
Thanks for pointing it out!
Mike Radford
Originally Posted by mcslemon
This might not be the right place to put this but I'm going to anyway.
We have a business critical SR (#10856485730) with Novell currently open and being looked at by Novell engineers. When I logged the call on Friday, I spoke on a very clear and crisp line to a very helpful person. Today (my weekend), I've tried to call again for a status update as the current failure on our Zone means 2000 new students can't login on Monday. What I get is a hugely crackly and choppy line with someone trying their hardest to communicate with me at the other end.. it was so bad that I apologised as clearly as I could and hung up. I called again in the hope of getting a clearer line but instead got about 10 minutes of Celine Dion - again crackly and hard to hear.. I appreciate that I was probably in a queue but the line quality didn't bode well so I hung up again.. I'm now on hold and in a queue on the online chat... fortunately no Celine Dion.
My point here, whilst trying to remain light hearted, is that if Novell intend to offer 24/7 support, they need to figure out how to do so in a way that allows customer to call a phone number that gives a clear and crisp line.. whilst I can deal with a web chat, nothing quite beats talking to someone.
Other vendors I've dealt with that offer 24/7 support are able to offer a good quality line.
Neil

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