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Champer
join:2004-04-07
Buffalo, NY
clubs:
| reply to mindadapanda
Re: Poll: Who has asked for adelphia level 2 or 3 tech support?
Adelphia NEVER had a tier 3 support, ever. It was Tier 1, tier 2, and then the NOC, and the NOC was NOT customer facing, so for you to talk to tier 3 is absurd to say the least. As for other areas, they had locations country wide, from Maine to Florida, to California, and including Puerto Rico. 
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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! | |
SkellBasher
Yes Sorto, I'll take my Prozac
join:2000-10-22
North Tonawanda, NY
1 edit | Adelphia's initial support structure consisted of Tech 1's, who were your point of contact by phone, and Tech 2's, who did not take inbound calls, but did perform customer callbacks on escalated issues.
At one point, a 3rd level was added, the TSR. These agents became the initial points of phone contact, and calls then went to Tech 1's as needed.
It was not uncommon for Tech 1's to tell customers that their ticket was being escalated to a Tier 3 agent when it was actually going to the Tech 2 group. Some customers would also assume 'level 3 support' because they talked to two people on the phone and a 3rd called them back.
You and your friend should really place bets on more constructive things than the tech support workings of a defunct corporation. | |
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