rrhoden
join:2002-10-15
Kathleen, GA | Why
Why should someone have to pay an additional fee for "improved" tech support? What are so great about these people? Do they have the support book memorized rather than looking it up while the user is on the phone waiting? |
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Kambriel
join:2001-02-10
Sanford, FL | Ha!
They've yet to prove they can hire people who do more than read off of pre-printed problem solving guides, let alone actually solve a problem... |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth
 ·Verizon FIOS
| reply to rrhoden
Re: Why
Yeah, thats really some questions that need to be answered.
Whats the craeteria for this support.
Is this some Que-jumping support? You become first in line?
Is this a support # where you reach someone with 3+ years of verizon-employment experience?
Do you just bypass a certain tier? If so, you'll have to increase the amount of Tier2/Tier3 people, and who are you going to pull from? Tier1.
I really think that a post like that really should have had at least some more "detail" as to what was really implied by better support.
The guys here at dslreports are definitely on the ball with this one, asking those questions already.
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May 26th. D-Day for dslreports.com |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth | reply to Kambriel
Re: Ha!
Heh, they pay me enough, and i'll go work for em. I've got 5+ years of experience as a tech support agent. In this industry, thats a vet.
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May 26th. D-Day for dslreports.com |
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graysonf
Premium,MVM
join:1999-07-16
Fort Lauderdale, FL | Huh?
Brings new meaning to the word ludicrous. |
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dsl someday
join:2003-03-05
Saint Charles, MI
| but I already pay a monthly fee..
This does not make any sense to me. I'm already paying a monthly fee, and now they are asking me to pay more?? Why? So for those who do not pay for the "premium service" are getting what exactly? People with far less training? Less experience? Less,,,Less,,,Less. Why can't we just get "good service" in the 1st place so it is not necessary to pay for "premium Service". And who is going to overlook the "Premium Payers and make sure they are getting the best service? |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth
·Verizon FIOS
| Competition
Well, that why we have competition. If you're unhappy you can go elsewhere. If its a monopoly, complain to the government. If the government wont break up the monopoly, then talk to the local government about having it run as a municipality. If you can't run it as a municipality, then run your own business and make a killing on good support
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May 26th. D-Day for dslreports.com |
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·AT&T Midwest
 ·Comcast
|  Premium support for $? Hrm.
I used to supervise a help desk and I know how difficult tech support can be. Especially in this day and age with all the different computer manufacturers, software, and so on. It isn't easier for tech support these days.
Hiring experienced support people is expensive. Most of these broadband providers hire inexperienced people to run the help desk because it is cheaper to do so. That isn't the right thing to do mind you, but it is an area they can skimp in. Everyone seems to want better tech support, but they want it tied into their service. Oh, and the service price can't go up. It seems to be a no win situation for either side.
The service provider should provide knowledgable tech support. If it costs a little more, then they should raise the price to coincide with the extra funding. Either that or they keep prices the same and the network decays because the cuts have to come from somewhere.
Yesterday I read about how an outside accountant was reading over the books of the Los Angeles Kings organization. I wish I could do that to see what cuts I could make in the broadband arena. I don't know the first thing to running one, but I am sure I could do my best "Dave" impersonation. 
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My Domain
Nightfall's Hockey and Life Journal |
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BBC4544
join:2002-03-12
Saint Peters, MO | missing the point
is it verizon's responsibility to support your lan or os. what do expect out of support now? is it up to verizon to support all mac applications? without "premium support" where does verizon's support stop. |
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n2jtx
join:2001-01-13
Glen Head, NY |  New Verizon Support Fee Schedule
New Verizon Tech Support Fee Schedule:
Answers: $1.00
Answers which require thought: $2.00
Correct Answers: $4.00
Dumb looks are still free! |
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some guy
@66.84.x.x | While they're at it....
why not charge me less because i don't need to use their support?
seems fair...people who use the service pay for it, people who don't need it don't pay. |
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seaquake
Premium,MVM
join:2001-03-23
Millersville, MD
clubs:  
·Verizon FIOS
| Your cost goes into the "overhead" of the company, which includes tech support. Just like us folks who don't have kids, we still pay taxes which is used to send other people's kids to school....and they get tax deductions for having kids! It's just the way things go.
It would be interesting to see how many people have signed up for Dell's Priority support. Yes, even Dell gives you the option to pay more to get to support "faster".
Now, we get to the word at hand: "Faster". What is faster? If they said something like "you will talk to a human being within 1 minute of calling", I'd consider that fast. If you "jump" in line ahead of other callers, but no guarantee on how much sooner you get help, I call that bogus.
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"Are you on the Distributed Computing Map?" |
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rrhoden
join:2002-10-15
Kathleen, GA
| reply to Archivis
Re: Why
Well tell them since they charge you for 768/128 service, when infact you only get about 650/110, the speed difference could be used to "pay" this additional fee. Also, they MAY have a seperate tech support # for you to call if you pay this fee, or they may have you call the original number and get transferred over that way. To save money, you'll probably have to call and have a Tier 1 tech answer and you tell them your paying the additional fee for advanced support. Then what do you do? You wait on the line an additional 5 minutes before these other goons answer the line. Personally, it sounds like a crock of $hit. |
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Skilos
join:2000-08-19
Astoria, NY | pay to be insulted
Great now we can pay them extra to hear that the service is not working, and the fault is on our end. |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth | reply to rrhoden
Re: Why
Thats why we have to see some answers.
Answers answers answers...
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May 26th. D-Day for dslreports.com |
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nasadude
join:2001-10-05
Rockville, MD
·Comcast
| reply to Archivis
Re: Competition
said by Archivis  :
Well, that why we have competition. If you're unhappy you can go elsewhere. If its a monopoly, complain to the government. If the government wont break up the monopoly, then talk to the local government about having it run as a municipality. If you can't run it as a municipality, then run your own business and make a killing on good support
all that is much easier to say than do. Look at the sh*t the FCC has rained down with their latest decision. And most municipalities have proven themselves not up to the task you mention.
You got a big pot of cash you can loan me to start my own business? |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth
·Verizon FIOS
| Look around, there are articles of municipalities already doing it, and successfully. It's just tough convincing the local people on doing it.
I'm currently in the phase of dealing with the mayor of the city about talks of municipality based broadband/telephone/tv services.
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May 26th. D-Day for dslreports.com
[text was edited by author 2003-03-13 18:23:27] |
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ross
join:2000-08-16
·Digizip
| Just another way to milk the customer.
This whole idea of taking previously bundled services apart to squeeze more money out of the customer for the bits and pieces is getting way, way out of hand. And of course, the usual crowd of unemployed, or under-employed, techies and "experienced" CSRs are in favor of anything which feathers their nests, damn the cost to consumers. I think the ISPs ought to provide acceptable tech support before they start charging for taking what little there is away. But then, I'm a "no good leeching", "everything should be free" kind of PAYING CUSTOMER WHO IS NOT GETTING WHAT HE WAS SOLD, AND PAYS FOR!!! |
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rit56
join:2000-12-01
New York, NY
| what a great deal!!
this is great. you pay for a service and they flat out tell you if you have a problem we're going to let you talk to an idiot but if you want a real technician than that's an extra 20 bucks a month. this ranks up there for the best corporate rip offs. they really have a lot of nerve if they go ahead with this. |
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audiomax
All Else Fails Pull The Plug
join:2002-02-20
Grand Rapids, MI
| reply to some guy
Re: While they're at it....
said by some guy:
why not charge me less because i don't need to use their support?
seems fair...people who use the service pay for it, people who don't need it don't pay.
you may be on to something  i never use tech support so they can deduct it from my monthly bill.
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is it friday yet? |
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