RayWPremium
join:2001-09-01
Layton, UT
kudos:1 | Do not annoy the media I am surprised that they did not realize the customer being treated normally was the media. OOPs.
Also noted that they apparently did not address the other complaints, just stroked Tech Talk and made noises like in the past.
Wonder how many people will take up the phone to Stephen Trippe, Vice President and General Manager, Charter - St. Louis (314-965-0555 or steveGM@chartercom.com) or call the francise board?
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I am not lost, I find myself every time. |
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RadioDoc58ef2c0Premium,ExMod 2000-03
join:2000-05-11 | Not many. They'll just hear busy signals, ring-no-answer or a message saying "all agents are busy now, call back later" as usual. My parents had Charter in that area. Charter set the standard for poor service that all other cable outfits try to stay one point above.
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Toolmaster of La Grange.
The Buck Starts Here. |
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 hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | reply to RayW
If you pay people well below what the industry pays then you can expect to find poor service. The telephone company pays well and it's difficult to get job (field job that is) with them, whereas the Cable Co's will hire any pole monkey for 10hr to do the job. It's all about the quality of people these companies hire and the money that they pay them. I think the quality of the employees and pay are important factors in the telecommunications industry.
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I have an imaginary friend, and his name is God. |
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RayWPremium
join:2001-09-01
Layton, UT
kudos:1 | said by hopeflicker:If you pay people well below what the industry pays then you can expect to find poor service. The telephone company pays well and it's difficult to get job (field job that is) with them, whereas the Cable Co's will hire any pole monkey for 10hr to do the job. It's all about the quality of people these companies hire and the money that they pay them. I think the quality of the employees and pay are important factors in the telecommunications industry. You have a small problem with your posting. The article quoted said that the 'pole monkeys' (aka Field Techs) were good to work with, it was the management side that was the problem. Just like Qwest when I got DSL some years ago. (including the help desk in the management side, even though most of them are script reading temporary help)
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I am not lost, I find myself every time. |
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hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | Well, we all know that management is not responsible for all of the mishaps. So yes, my post is slightly off according to the article, but when i worked for Charter I saw poor service come from field techs and phone support. Hell, when i went to help out some techs on an install job, they'd say, "fuck it, I'll get out of this one, watch".
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I have an imaginary friend, and his name is God. |
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| said by hopeflicker:Well, we all know that management is not responsible for all of the mishaps. So yes, my post is slightly off according to the article, but when i worked for Charter I saw poor service come from field techs and phone support. Hell, when i went to help out some techs on an install job, they'd say, "fuck it, I'll get out of this one, watch". Management is responsible for techs and phone support not doing their jobs. If a tech has no good reason other than "he doesn't feel like it" then it is management's job to either discipline or terminate that individual. Same goes for phone support. |
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| reply to RayW
all phone providers out source to india cable keeps jobs in the states.charter in my area is great i have the 10/1 speed and it great.By the way your speed is only as fast as the websites server is. |
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RadioDoc58ef2c0Premium,ExMod 2000-03
join:2000-05-11 | Riiiiiiight...
Keep humming that tune to yourself. Maybe it will come true someday.
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Toolmaster of La Grange.
The Buck Starts Here. |
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RayWPremium
join:2001-09-01
Layton, UT
kudos:1 | reply to hopeflicker
said by hopeflicker:Well, we all know that management is not responsible for all of the mishaps. So yes, my post is slightly off according to the article, but when i worked for Charter I saw poor service come from field techs and phone support. My experience (Qwest telephone only) is the opposite, the field techs have been very knowledgeable and as a rule very helpful. Call the support number and the 'senior support technician' says that the field guys do not know what they are doing, even though I know and have seen different, and tries to spout techno-babble at me. At least I did not get charged for the bad truck rolls to fix his non-existent problems.
The article agrees with my experience.
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I am not lost, I find myself every time. |
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 VarlikWithout Honor You Will Never Be FreePremium
join:2002-01-06
Anderson, SC | reply to astiyosti8
said by astiyosti8:all phone providers out source to india cable keeps jobs in the states.charter in my area is great i have the 10/1 speed and it great.By the way your speed is only as fast as the websites server is.  Charter does out source now not everything everywhere but the do outsource. Billing is now done in Mexico. and tech support is done for some markets in off hours and in some markets for overflow control via a contracted company with call centers in various locations around the world.
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"Sir SIR! We don't use DHCP servers. We only use IBM & Microsoft servers." From there my call to tech support went steadily downhill.
--Who is Benjamin Breeg? Where is Benjamin Breeg? |
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| reply to astiyosti8
Simply not true for Cavalier, at least. |
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