sortofageek
Premium,Mod
join:2001-08-19
Valhalla Dr
clubs: |  reply to Habermill
(topic move) [Rant] Time Warner Customer Service
Moderator Action
The post that was here (and all 3 followups to it), has been moved to a new topic .. »[Rant] Time Warner Customer Service
stated reason was: Wrong forum |
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sortofageek
Premium,Mod
join:2001-08-19
Valhalla Dr
clubs: | reply to Habermill
(topic move) Will RR Forum have separate sections by area of ser
Moderator Action
The post that was here (and all 2 followups to it), has been moved to a new topic .. »Will RR Forum have separate sections by area of service?
stated reason was: . |
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Baseline
join:2001-02-26
Buffalo, NY | reply to Habermill
Re: [Cable TV] Western New York Upgrade?
Yeah just call them late at night. Then you'll be able to talk to someone that says "uh I don't know sorry" about 5 times before he says "is there anything else I can help you with?". |
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hopeless0
join:2007-04-23
Beverly Hills, CA | reply to Habermill
Still a joke here in kenton, NY.. going on 3 days now.. can't u/l or d/l over 25.0.. on "premier"..
Calls to cust service either get hung up on, or a message comes on and says "we're too busy, goodbye".
Love this company already.. |
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tjack
Premium
join:2003-10-13
Buffalo, NY | reply to SkellBasher
I saw that news clip this morning on WIVB. The info must be old since I'm fixed for the most part. |
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SkellBasher
Yes Sorto, I'll take my Prozac
join:2000-10-22
North Tonawanda, NY
| reply to tjack
They just admitted on WIVB that they don't know what's causing the secured sites problem, and also stated they aren't planning on crediting people because 'basic internet still works'. Even the DUMBEST Adelphia exec would never have said that!!
Glad I went to Verizon/DirecTV a couple months back.  |
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tjack
Premium
join:2003-10-13
Buffalo, NY
1 edit | reply to BWX
I'm sorry. I was really saying things were back to normal for me. Since TW knows what the problem is now I'm sure it won't be that long before the entire area is fixed. I live in Amherst right next to Blvd mall. |
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BWX
join:2006-10-10
Elmira, NY
| reply to tjack
said by tjack  :Well things are back to normal except for speeds which really aren't that bad. Not for a lot of people..
»Re: [TWC] WNY Roadrunner slow speed / connectivity info? |
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tjack
Premium
join:2003-10-13
Buffalo, NY
1 edit | reply to Baseline
Well things are back to normal except for speeds which really aren't that bad.
May 01, 2007 3:06 AM Albany, New York Download 3834.96 Kbps
May 01, 2007 3:06 AM Albany, New York Upload 362.056 Kbps
I was at 4600Kbps down and 450Kbps up. At least I have my mail, messenger and secure sites back. |
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Baseline
join:2001-02-26
Buffalo, NY
| reply to Habermill
It's a total joke. We're into the third day now of this garbage speed. I'm consistently getting 240/20kbps. Yeah, that upload is worse than 56K. I called TW and ended up getting someone else from WNY on the phone and he said "You're getting 20 up? Wow I'm getting 7kbps up". I sure hope he meant kilobytes and not bits because that's almost a nonexistant connection.
He also went on to say that customer service has no information at all from the engineers as to when this will be fixed.
I'm not one to complain if theres maybe a few hours occasionally (by occasionally I mean less than 5 times a year) of poor service because of upgrades/maintenance. But when you're going into 3 days of poor to no service, that's just really shoddy planning and bad service on their part.
They're pretty lucky FIOS isn't widely available yet. |
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tjack
Premium
join:2003-10-13
Buffalo, NY
1 edit | reply to schu70
Things I guess are really bad. I can't use MSN messenger or get my Hotmail. A lot of secure sites are not accessible at this time. I talked to a service rep who said the transition was only to take a few hours. The software they are using is faulty according to him and is causing all the problems. We just have to wait it out. I tried to post here all day with no luck. It would not let me spell check or post using TW. I'm now on dial up and the spell check worked so I'm assuming this post will go through. |
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schu70
join:2002-09-28
Orchard Park, NY
| reply to Habermill
I know this thread is 2 weeks old but it pertains to the WNY upgrade (at least the HSI side). It's good to see TWC is still keeping with the bang-up work of Adelphia. They start the WNY upgrade and knock out HSI in the area (30+ hours and counting). Great planning on that one; how long have they had to get the groundwork laid out. I know the process isn't easy but it isn't rocket science either. |
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Realtech23
Premium
join:2006-03-27
Olean, NY
 ·RoadRunner Cable
1 edit | reply to Champer
Alright. With Adelphia Communication was EASY because everything was ONE standard. Email, Speeds, Billing. With Time Warner and being a Former Coudy Tech now that was confusing for Most. Different information for every area, no one knew where chains of command went for issues with customers. Maybe that has changed since the good old days of Coudersport closing but that is what i mean when i said i agree with Champer. I also agree with the information being there for us BUT only when your talking about it being ADELPHIA not Time Warner "power of the share holders" not of you.
Also on the last post you are right. Time Warner did have to retrain all techs to do it the Time Warner way because there is no set standard across the board. Every area gets different everything. Although when we exited they were trying to use Adelphia's platform to "standardize" email. Good Luck to all in your futures. I don't envy the job in front of a lot of you. How ever i do hope techs are reaping the benefits of having a person like Hob in that place.
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I am the Coyote |
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Habermill
join:2006-05-25
Buffalo, NY
| reply to SkellBasher
I guess I created a fire storm by asking two simple questions. Unfortunately, I have to agree with Hob on this one also. You can get five different answers from five different workers at the call center. Either they don't read the directives or just plain forget.
I bet though Time Warner has to re-train many at the call centers to do it the Time Warner way rather than the old Adelphia type of responses. There is nothing worse than confusing the customer. A good case in point is the Time Warner pricing compared to the packaged Adelphia pricing. It would actually cost me more to switch from my current Adelphia package with Cable and High Speed to the current Time Warner pricing. To me, that is very confusing to the customer. |
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SkellBasher
Yes Sorto, I'll take my Prozac
join:2000-10-22
North Tonawanda, NY
| reply to Champer
said by Champer :As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from. You're also dealing with some really dumb agents that have a hard time with basic instructions. I can't tell you how many times I received calls where a customer had been troubleshot for 30 to 45 minutes on a problem by a previous agent, except that when the account was pulled up, there was this LARGE message box that said not to troubleshoot, the modem was disabled by IPET.
For every intelligent agent who can properly process sensitive information, there are 3 no so intelligent agents that can't. I'm not saying they are stupid, but just that can't be given some types of information without messing it up.
And for the record, Hob and I both started at Adelphia ON THE PHONES. We worked back in the day when you had to deal with dial-return setups, non-DOCSIS areas, and VERY limited tools. We worked the phones when there were no TSRs to handle the simple calls, when there was one level of support : us. We didn't have the tools you worked with, but we helped provide the feedback to get some of those tools built. We worked through bi-weekly mail server problems, the Prestige Cable migration, and the original GTE purchase. We were front line support when Adelphia expanded too quickly, and was forced to resort to the DFW/Atlanta ATM cloud debacle.
Did I mention that we figured this all out ourselves? On a personal note, I identified the cause of some major Westminster, MD connectivity problems TWO MONTHS before it was acknowledged by the network operations group because they didn't understand the data I was passing along to them. For a LONG time, network issues were only discovered by the front line phone staff, not due to proactive checks by the people that were responsible.
So, my good sir, you are perfectly entitled to your opinion, but DO NOT accuse Hob of not having any ideas about the job that you did. He did it LONG before you did.
You chose to leave to pursue other endeavors. I respect that; so did I. Hob chose to stay, and frankly he has a better perspective on how things are then most of the people in that segment of the company right now, because he's been there, and done it at every level.
Enjoy the weather down there, and do share some spring break pics!! |
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Champer
join:2004-04-07
Buffalo, NY
clubs:
1 edit | reply to hobgoblin
As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from.
I have said my peace, I think it's time to move on, I'm going to the beach to gawk at half nude college women and get a darker tan, then maybe get into the jacuzzi for a nice soak.
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No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you! |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
1 edit | reply to Champer
Champs,
You totally ignored all the points I made.
When the information is not available or available and subject to change it is DANGEROUS to give it to anyone.
"Why should we take the brunt and basically lie to the customer. We, meaning any team I was on, was always told to do the best you can with the little information you got, which wasn't much, so therefore, we would....do the best we could, and THAT'S why you get people on here posting that tech support is a bunch of idiots and every time they call they get a different answer."
Here is a problem. If there is no information to give the customer thats exactly what should be done, customers should be told there is no information. agents should not lie, and make stuff up because that is how the customer gets a different answer every time they call!
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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Champer
join:2004-04-07
Buffalo, NY
clubs:
| reply to hobgoblin
said by hobgoblin :I was not talking down to you at all. Most first level support agents feel they can run the business better than those trying to do it. Hob Whoa whoa whoa there Hob, 1. I never said I could run that business any better, although I bet I could have kept it out of bankruptcy with ease. 2. You're doing it again with that simple statement. Apparently you will need to learn to talk to people on a level playing field in order to get respected anywhere, at least, that's the way I look at it.
Never have I talked down to someone, or thought they were beneath me, except for a certain T2 rep from Adelphia, who's name will remain Aaron...err...anonymous, YOU know who you are, you big tub o laughter you.  And you know what, it's gotten me a quite a few friends in high places, and quite a few in low places....where the whiskey drowns, and the beer chases my blues away.....sorry, daydream, anyway, that's the way I look at it.
to your point about the information changing before it gets to a call center.....well, that is hardly the agents fault, and definitely not the customers fault, so why should we take the brunt and basically lie to the customer. We, meaning any team I was on, was always told to do the best you can with the little information you got, which wasn't much, so therefore, we would....do the best we could, and THAT'S why you get people on here posting that tech support is a bunch of idiots and every time they call they get a different answer.
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No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you! |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal
| reply to BurntCricket
A big issue with information dissemination is that most people only remember particular information that DIRECTLY affects their day to day life. They could be given a whole load of information and walk away with only one memorable item.
A constant stream of written or emailed info doesn't always help either.... soon it becomes just another pile of stuff to toss out or ignore because there's too much of it to read.
After awhile only the people DIRECTLY involved with upgrades or upcoming projects know any specific details. Everyone else who got the same info digests it down to "its coming in months" or "its coming tomorrow" and its "some new HSI tiers and HD channels" and tosses the rest of the info out.
Information overload is very real...
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Don't mind me, I'm just trying to help...
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| reply to Champer
The worst thing you can do is overcommunicate and communicate information that can and will change several times. This was seen in the LA Migration. Lots of information was communicated in advance to agents and the customer base and then subsequently it changed several times.
Confusion reigned supreme at that point because people were all on different pages and the result was chaos.
I would much rather communicate information when I am sure its accurate even if that means communicating it at the last possible point.
From an HSI aspect within Adelphia we were supporting systems scattered across the whole of the USA. Changes made in Bumfluff PA had to go through several communication points before they even reached the call center. By the time they did reach us, several changes were following along behind!
The way TW is organized by division level makes communication somewhat easier as there are many less communication points.
I was not talking down to you at all. Most first level support agents feel they can run the business better than those trying to do it.
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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