ISP technician... call direct?

[phetphet]

Recently I had to phone my ISP due to a fault. They sent out a couple of techs, who duly arrived and did their checks. Found nothing wrong.

Before leaving, one wrote their mobile numbers on a piece of paper and said, "Next time you have a problem, call us direct."

 

Now perhaps they were just being helpful, but my suspicious nature has me thinking there must be an angle here. Can't figure what it might be though.  There must be a lot of techs working for this company. What could be the advantage for them to be called directly rather than me going through the help desk? Could they be on a bonus for each customer?  Maybe next time, they would try and charge a fee for any work they might do? 

 

Thoughts please?

 

 

Edited May 1, 2018 by phetphet

[Crossy]

We always get the techie's direct number, faster than the call centre.

 

Of course a small gratuity "for lunch" never goes amiss and ensures rapid attention next time.

 

[shady86]

Those technicians are normally 3rd party companies. Don't think they will bother to provide service without request from ISP hiring them.

[Peterw42]

My local technicians (TOT) do the same, its always the same two guys so they must have a geographical area, but mostly they hate the call centre people, my technician says they cause more faults than they fix, getting you to factory reset modem when not required etc,  and would rather deal with the customer direct.

[Crossy]

12 minutes ago, Peterw42 said:

My local technicians (TOT) do the same, its always the same two guys so they must have a geographical area, but mostly they hate the call centre people, my technician says they cause more faults than they fix, getting you to factory reset modem when not required etc,  and would rather deal with the customer direct.

Yeah, our TOT chaps have similar views of the call centre.

 

They are definitely TOT employees, TOT uniforms, TOT all over the truck.

 

[phetphet]

Yes, these guys were wearing the ISP's company uniform and arrived in a pick up with the company logo on the side.. So I presume employees rather than contractors.