inteller
Sociopaths always win.
join:2003-12-08
Tulsa, OK | Would you like an extended warranty with your DSL?
Taking a page out of best buy's book I see.
if the DSL was reliable, perhaps such a draconian support method wouldn't be required. |
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Ima
join:2003-10-23
Little Rock, AR | $10 dollars for unlimited tech support? ..what? |
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karthwyne
join:2003-04-27
Atlanta, GA
 ·AT&T Southeast
| reply to inteller
the vast majority of calls to ANY helpdesk are not related to the product the desk supports.
During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1%
should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no.
during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP.
the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. |
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jesseb_66
join:2002-12-06
Tucson, AZ | I agree with you 100% though 0.1% seems a little low... Do you mean 1 in 100 or 1 in 1000 calls were actually the ISP's fault?  |
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MTC_Wes
join:2004-04-22
Fergus, ON
| reply to karthwyne
I agree with you 100% karthwyne, hopefully verizon hires support reps that are capable of diagnosing issues outside of no DSL sync. If not than there's isn't much of a point...
Customer: "I've paid my $10 this month for premium support, now I wanna know why is it that my windows 95 machine is so slow"
Support: "I believe there's a problem with your DSL, please call comcast....." |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
·Embarq
1 edit | reply to karthwyne
said by karthwyne  :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1% should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no. during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP. the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. I concur. I worked Tier 1 with SBC DSL and the vast majority of the calls where problems with the PC or PEBKAC, not with the actual service.
I think SBC tried something out like this service, but I don't know how well it worked. |
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bi0tech
join:2003-06-19
| reply to inteller
This sooo looks like a bad idea on their part. Even if they were willing to pay enough to get knowledgeable techs to work the phones (unlikely), there's just too much to cover in a short amount of time with accuracy. Utimately these type of circumstances end up leading to exteme measures to solve simple problems along with generally low approval ratings.
The best buy geeks may come out looking like technical gods in comparison. (*shudder*) |
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tpac_man
join:2007-02-27
Riverbank, CA
·AT&T DSL Service
| reply to Maxo
Yep I worked Tier 2 at SBC and remember them making us push for "support plus". Customer's were charged by each call instead of a monthly rate. I think Verizon is doing a great job with this new Premium tech support and hopefully it works out for them. Most issues are PC related, but there are still alot of issues on the ISP side as well. |
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NYC Girl
Premium
join:2007-02-04
Bronx, NY | reply to Ima
RIDICULOUS, they should be providing unlimited support regardless. I am so glad I don't subscribe to their service anymore. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
·Embarq
| said by NYC Girl :RIDICULOUS, they should be providing unlimited support regardless. I am so glad I don't subscribe to their service anymore. No company provides supports for other people products for free. It won't happen. Just like Jiffy won't take complaints for Peter Pan peanut butter. Jiffy simply won't care. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | right, but Jiffy must take complaints FOR JIFFY. that's the issue. |
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kalphearion
In nomine Patri
Premium
join:2003-11-08
Denver, CO
clubs: | reply to NYC Girl
No ISP should feel obliged to provide unlimited support for third party hardware. If Verizon supplied secondary hardware as part of the service(Router, wireless router) then yes, they should support that. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
·Embarq
| reply to morbo
said by morbo :right, but Jiffy must take complaints FOR JIFFY. that's the issue. That's not the issue. ISPs already provide a technical support desk for their product.
In this news article they are providing extra support for the computer and routers that are provided by another company for a fee. They are calling this "unlimited support." They should not have to provide "this support regardless."
--
"Padre, nobody said war was fun now bowl!" - Sherman T Potter
»www.cafepress.com/maxolasersquad
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»maxolasersquad.com/network/ My DSL Network Guide
»myspace.com/mlsquad |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | my mistake. they should have to provide unlimited support for their product. anything else, i can understand making people pay something. however, i think a pay per use model is better for consumers. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
·Embarq
| said by morbo :my mistake. they should have to provide unlimited support for their product. Agreed. |
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Camelot One
Premium,MVM
join:2001-11-21
Sarasota, FL
clubs:
| reply to morbo
If you've ever had the misfortune of having to call Verizon tech support, the first thing you'd know is that they try to find ANYTHING else to blame the problem on, just to get you off the phone. "What, you have a router...we don't support that, even though you are sure the DSL modem is the problem. Goodbye"
I see this as a way to force people to pay more just to get a straight answer out of them.
But even if that isn't the case......anyone who has ever dealt with Verizon's DSL Tech Support think you want to subject yourself to them troubleshooting other hardware issues? If you think GeekSquad is bad.......
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AMD X2 4800+ @2700Mhz/ MSI K8N Neo 4 Platinum SLI/ 4x 1024Mb Corsair XMS PC4000/ WD 74Gb Raptor/ PNY 7800GTs SLI/ Antec 550 True Control/Custom water cooler |
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soothsayer15
join:2002-03-01
Irving, TX
| reply to Maxo
said by Maxo :said by karthwyne :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. During my time as a tier 1 & 2 of 2 different ISPs, the calls I fielded that were not PC or user issues accounted for less than 0.1% should the ISP help setup OE for their email, sure; but is it their fault if the user can't figure it out, no. during this age, i would suspect that 80% of connection issues are actually spyware or configuration, not lack of signal from the ISP. the ppl who frequent this site do not call the helpdesks for these issues, and therefore who have no need of this "service" but it doesn't mean that it isn't a valid approach. I concur. I worked Tier 1 with SBC DSL and the vast majority of the calls where problems with the PC or PEBKAC, not with the actual service. I think SBC tried something out like this service, but I don't know how well it worked. I agree with the plan. I used to work in tech support too and I know exactly what you are talking about. The best tech reps quit because they get tired of know-it-all customers combined with bad company policies.
People think that just because a broadband connection is attached to their computer, their ISP is responsible for everything that happens on their computer.
They can't figure out how to setup a print server, but instead of calling the manufacturer because they charge, they call the ISP. They also get mad because they are "losing tens of thousands of dollars" because made their business solely reliable on a $20 a month broadband connection. Hey genius, if you business makes that much, get a T1 or 2 ISPs.
People are quick to bash tech support, but if you sat in the other side of the phone, your opinion would change quickly. |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to morbo
said by morbo :my mistake. they should have to provide unlimited support for their product. Having worked in technical support for nearly 10 years now, I am forced to strongly disagree with this statement. Especially in regards to ISP technical support. Service prices have come down so much and technical support is so expensive that ISPs dont start making a profit on a good customer until after having their service for 6 months. Each call to tech support on average costs the company $8-10. So frequently I've seen people who call in two to three times per month becuase their service stops working. All it takes each time is to powercycle the modem or router. at $25 per month if you call in 3 times, the chances of an ISP making a profit on your account are erased. This same issue occurs for hundereds of users. I feel that ISPs should have the right to limit what they support, especially for customers who are chronic callers who dont seem to learn. |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to kalphearion
said by kalphearion :No ISP should feel obliged to provide unlimited support for third party hardware. Without a doubt. If it didnt come from your ISP, dont call your ISP about it. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | reply to ph03n1x
then the ISPs should educate users of their service OR charge more for what they are providing.
it's not my problem that they aren't doing the things needed to make a profit for 6 months. |
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