Splitpair
Premium
join:2000-07-29
Cow Towne
 ·T-Mobile US
| reply to cdru
Re: Not for long
said by cdru  :At what point does "just a few minutes" become "too long of a period of time"? The second the hand ticks outside the promised appointment window.
They are a business and they made a commitment to arrive within a window of time agreed to by both parties. If they see they are going to fail to make the window they have an obligation to notify the customer in a timely manner and make new arrangements and if necessary kick the customer back to sales as a save and let installation take a ding for the resulting discounts incurred or the loss of new subscriber.
An installation appointment is a commitment and usually the first commitment a company makes with a new customer failing that first commitment is no way to do business.
Not having been in the cable business I cannot understand why it has become a truism that the cable guy is always late but it would seem looking at it from my side of the house they cannot get a handle on how to balance load vs. force. We do it with both maintenance and installation under one roof. IMO in the cable world it would be even easier as most times they subcontract out installation and do maintenance in house sparing the install side from the after the thunderstorm etc. maintenance load.
Wayne
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If you cannot fix it with a buttset and some beanies you ain't a technician. |
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bigjimc
join:2003-04-21
Middleboro, MA | reply to yambag
Nope...Went to FiOS.... |
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bicker
join:2007-05-10
Burlington, MA | reply to cdru
And the proper, reasonable response is to call the front-line number for assistance, not to use inside information to bypass normal procedures because you feel you're "entitled". |
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yambag
@comcast.net | reply to bigjimc
noone makes u use comcast. dont like it? go back to dial up. |
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yambag
@comcast.net
thumbs down from:
3SGTE
| reply to morbo
talk to me when you call ronald mcdonald bc ur burger took more than 60 seconds. cry me as river. |
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FusorFodder
join:2002-02-28
Frederick, MD
| reply to morbo
No, it will force Comcast to change the dispatch phone numbers, and it will also cause a severe tie up in other customers being serviced. Having worked for Comcast, I can tell you there will be customers that will refuse to hang up, or will call back repeatedly JUST to tie up phone lines. These temper tantrums will only serve to create a backlog for techs and agents who are legitimately trying to reach dispatch. Dispatchers are constantly busy, they don't have the time to waste on customers who think they are so smart for dialing an internal number.
Hooray, some asshat managed to get Comcast to spend a few extra dollars on changing phone numbers, guess who gets to foot the bill? |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
 ·Charter Pipeline
 ·AT&T Southwest
| reply to Kylemaul
yes, the sky will fall if companies are forced to make realistic schedules!!! carefree techs, ebola outbreaks, oh my!
no, what this will do is force the companies in charge of scheduling appointments to value their customer's time, instead of assuming that customers want to wait around even longer, despite the agreed upon service window. of course they can't predict how long an install will take, but they can make the schedule with some cushion in case there are problems. but they don't want to do that because that is money lost. it boils down to cableco's wanting to save money (that's ok) at the expense of screwing customers on install times (not ok). |
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Kylemaul
Lovin' My Firefox 1.5.x
Premium
join:2001-03-30
North Port, FL
clubs:
 ·Verizon FIOS
| reply to morbo
Have it your way Morbo. What this will result in for you is completely carefree techs, which will not help you one bit. If a tech is not going to make his window, the last thing he needs to do is spend even more of his/her precious time to try to log into an 'update' system, which will undoubtedly be overrun by thousands of techs just like him. (Since [insert cableco here] cannot possibly predict how long an install will take, let alone a trouble call.) Not saying there isn't a problem here, just that I'd like to hear your genius idea for fixing it instead of your bitching. I personally left the industry quite some time ago, just because of assholes turkeys like you. |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
| reply to battleop
At what point does "just a few minutes" become "too long of a period of time"? If 5 minutes isn't enough, is 10? 15? 30? If you can wait 5 minutes, I'd think 60 minutes shouldn't be too much more. It's only cable. It's not like it's life or death.
Comcast made a commitment by specifying a appointment time. The least they can do is honor their commitment, or if they can't give the person ample notice that they are running late or can't make it.
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Go Colts |
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RadioDoc
58ef2c0
Premium,ExMod 2000-03
join:2000-05-11 | reply to battleop
God forbid you actually comprehend what you read. By the time the installer is 5 minutes late you've already been sitting around for four to eight hours waiting for him to show up.
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Toolmaster of La Grange. |
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battleop
join:2005-09-28
00000 | reply to RadioDoc
God forbid you actualy read my post. I said 5 minutes, not hours. |
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bigjimc
join:2003-04-21
Middleboro, MA
| reply to battleop
How about an 8 AM appointment and the guy shows up at 1 pm
I am not important, I just bill out at $135 an hour. Who is going to pay me?
An I pay $175 a month to Comcast.
Service This!!!!
--
Just my 2 cents...Flame Lightly... |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
·AT&T Southwest
| reply to battleop
said by battleop :Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. you obviously have some personal issues relating to this. or as i mentioned earlier, you don't value your time.
this happened recently with me. i had a 2 hour appointment window scheduled for maintenance. i intentionally scheduled my work day around this time, so when they didn't show up (or call, or anything) i went to work. i couldn't waste any more of my day because of their incompetence/unprofessionalism. i used another company instead. sometimes i will wait an extra 5 minutes or 45 minutes, but most of the time i won't. |
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RadioDoc
58ef2c0
Premium,ExMod 2000-03
join:2000-05-11
·AT&T Midwest
2 edits | reply to battleop
said by battleop :Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. He's already waited eight hours at that point.
I know you run or are part of some little ISP, and probably never have to deal with these things (or god forbid have work to do instead of sitting around for a day for someone who never shows up), but sheesh, get over yourself. 
--
Toolmaster of La Grange. |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME
| reply to battleop
I could see his point though... typically CS will give you an appointment window... 8 am - 12pm of 1 pm to 5 pm. If its 1pm to 5pm and its 5:05pm. there _could_ be an issue of them showing up that day at all, and you may have wasted half a day of your time.
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Canada = Hollywood North |
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battleop
join:2005-09-28
00000 | reply to morbo
Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
·AT&T Southwest
| reply to battleop
said by battleop :If you had a legit problem that couldn't be resolved then I would say use the numbers. Using them because your tech is 5 minutes late? BS. at least 5 minutes late. that IS a legit problem. maybe your time is worthless, in which case i understand how you don't see it as "legit". |
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