Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC
 ·North State Commun..
| Here here!
(Ya, I'm bored today at work, sue me.)
Anyway, I can't count the number of times a tech has helped someone in the BBR forums, instantly, where as it would have taken hours, if not days or weeks, through normal tech support channels.
All ISPs should provide the same level of service. I imagine it would even cost them less. |
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Voyager2K2
join:2001-10-04
Wayne, PA
 ·Verizon FIOS
| Verizon Sorta Had Their Own Group
Well a very dear person that some of us know used to help out VOL DSL customers on Verizon's private Usenet group.
It used to be a very useful resource.
Unfortunately as most Usenet discussion groups go it was infiltrated by some Usenet funboys with diarrhea of the keyboard.
Now it's flame wars, pitch-a-bitch and most of the employees posters are long gone.
Perhaps that's what some of the big boys are afraid may happen at DSL Reports.
Yes the current moderation here is some of the best I have ever seen, but it's not always been that way.
I don't care to rehash history but some of the moderation was clearly biased in DSLR's early days.
It was more or less common knowledge in the xdsl newsgroup which was the premiere "gathering place" before DSLR when it was taking place.
I can tell you first hand that that left a very bad taste in some of the provider's mouths and that sort of thing is not easily forgiven.
Yes DSLR is no way like it was 4-6 years ago and it is now a safe harbor for all providers.
I am not offering excuses, just the reason for the enforced policy. |
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pcscdma
Chocobo Chocobo Random Battle
Premium
join:2004-01-14
Winterset, IA
clubs: | reverse countdown?
countup? |
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LostInWoods
join:2004-04-14 | Lame
This one is really lame, guys. It has more to do with BBR discussion than broadband user's issues. |
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Minister
join:2002-01-02
Fleeting
| Yes, because BBR discussion is all about aardvarks? 
The problem isn't just in the forums here, it's forums everywhere - as well as newsgroups, etc. It's a customer support issue and a legitimate one. |
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needforspeed59
Cruise Ship Just Passing Through
join:2001-05-02
Glendale, AZ
| The problem is...
employees that openly claim they are employeed by a cable company cannot be verified. We have seen unofficial cox reps come into the forum quoting Cox policy that is flat out wrong. The official Cox reps then have to repair the damage. The Cox support in that forum is great and has helped many users including myself.
--
Of all the people I know... you're one of them. |
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diehardspeed
Premium
join:2003-05-14
Salt Lake City, UT | Wow over 1000 view and only 6 comments
I really don't think this one made a mark in the Top 10.
This should have been #11 at most. |
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Tech 007
@charter.com
thumbs down from:
Andrew J 
| Yes and No
While message boards are great they have more cons than pros. Anyone who works for an ISP will tell you.
1. No way to really confirm someones identity
2. Disgruntled former and ex employees usually ruin it for those of us who want to help.
3. Current employees (particularly Level 1 tech support) who have very limited knowledge giving, what they think to be valuable, information that is just no so.
4. The allowed flaming of companies and techs instead of moving posts to Rants and Raves.
Just too much mis-information. You're always better calling official tech support if you want answers to problems. |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA | I sort of agree. If there's going to be a forum that ISP tech's to use - it should be run by the ISP - ( e.g. forums.attws.com). There's no way for an ISP to really manage helping customers/tickets etc. |
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NunyaBidness
God Bless All Of Us
Premium
join:2001-05-25
Memphis, TN | TWC needs HELP
see my post here »[TWC] tech support???
don't really feel like posting the whole thing again
--
Nunya Bidness |
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ohwellthere
@optonline.net
thumbs down from:
Andrew J
| reply to Matt
Re: Here here!
Well, sometimes it matters to execs at verizon that the company looks bad, i could cite example after example particularly in dsl wireless, and pots service where they have dropped the ball, looked bad.. and did not want people to know about all the f-ups they do on a regular basis... and dont' give me that spheal about screening employees, all companies have screwups that should not be working there at all... can't blame the whole company for it...
(reminds me of that packet8 cs thingie recently..)
but I didn't see employees of verizon defending the crappy pratices with dsl here, (all that much) they knew it was an inferior choice to cablemodems and they're doing something about it with fiber deployments so things will eventually get better..but it sucks to be you if your last on the list.. |
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fatness
subtle
Janitor
join:2000-11-17
fishing
·EarthLink
Host:
Earthlink DSL
TekSavvy
Forum Feature Requ..
Need Site Help?
Rants, Raves, and ..
| reply to Matt
said by Matt :(Ya, I'm bored today at work, sue me.)Anyway, I can't count the number of times a tech has helped someone in the BBR forums, instantly, where as it would have taken hours, if not days or weeks, through normal tech support channels. There are quite a few of them who provide help on this site. Cox Cable, Earthlink, DSL Extreme, and Covad do so, besides the ones listed in the article above. My hat is off to all of them. They get their fair share of public complaints from customers here. But the flip side of that is that the times they help solve someone's problem or answer someone's question here, they have an audience of fairly tech-savvy people seeing them do it. If they solved that same problem by phone or email, at most they would get is one "thank you". |
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dibbb
join:2003-09-19
 ·Time Warner VOIP
| reply to NunyaBidness
Re: TWC needs HELP
I gotta say this about TWC, at least in my area:
I posted a problem with the recent speed upgrade I was having, and a Tier-3 tech gave me his cell number, I called him and he was at my house the next day with a new modem for me.
TWC may not "officially" have any techs online at BBR, but they are here anyway. |
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EFudd
Premium
join:2001-09-08
Brownsville, OH
| Keep them coming guys, good list so far
I just wanted to take a little time to say we appreciate the top 10 list of gripes that is being shown. It's a very good list of things that need to be addressed.
Despite what some of our more trollish and/or 'I'm so miserable I won't be happy unless I make everyone else miserable' members say, I am enjoying reading the list.
--
Do you SetiAtHome | As you place limits and controls on me, you place them on yourselves. |
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JamesTree
join:2005-01-20
Birmingham, AL
| reply to Voyager2K2
Re: Verizon Sorta Had Their Own Group
I especially dislike Verizon, but not for their service. I worked at the GTE call center (Outsourced to TeleTech) right before the switch to Verizon. When I worked there, the recruiting wasnt so bad. Had to have a basic knowledge of connectivity, telephone etiquette, &c. But after about four months, the service dropped considerably. The building is located in a very lower class area that might be considered one of the worst parts of Alabama.The selection of employees is very poor as no one ever wants to go to that town to drive through, let alone work. Therefore, the testing standards were lowered, and as far as I know now, to get hired, one doesnt have to know anything about a computer except how to type and click. Its all talking on a phone and lookin at premade screenshots. Call volume is put MILES ahead of resolution. Minimum call times five years ago were targetted at ~4 minutes. You cant even get someones information that fast.
But enough of a rant... Yes. Verizons tech sucks. The people dont know a damned thing about what theyre doing, nor do they care. They just want to get those call times down to get paid extra. Youd be better off calling your grandmother tryin to get support than most of the people over in Fairfield. If theyd spend some time weeding out the crazies and actually training the employees how to do something other than TRY to speak well on the phone, then it might not be so bad.
/rant off~ |
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LostInWoods
join:2004-04-14 | reply to Minister
Re: Lame
OK, but is it a top 10 issue? I think not. |
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Andrew J
Premium
join:2001-11-09
Lancaster, PA
clubs: | reply to EFudd
Re: Keep them coming guys, good list so far
You're right, because I can't wait to see the next one. |
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join:2006-01-28
Glendale, CA
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