windstream csr
@rr.com
| reply to Wildcat
Re: Windstream DSL Helpdesk Closing
I would just like to point out, as a Windstream employee, that you get what you pay for. Customers call us and complain constantly about their rates. They are switching to cable by the hundreds to "save money". Well, cable has been outsourcing for years. We have to keep up or the home phone company will be a thing of the past. Americans are famous for wanting it all and paying for nothing. We have prided ours selfs in providing customer service for Windstream customers by their fellow Americans, but, we have been left with no other choice. Not a single person at Windstream is happy to have this take place. We have to call and talk to the same people when we need help as well. We can't understand them any better than you can. But really, what choice has the consumer left us with? Everyone always wants lower prices, but you want to have service from someone living in a country that costs 4-10 times more to support a family. Really, do you have a better solution? I am sure the "powers that be" at Windstream would love to hear it. Unlike the cable company, Windstream at least has a heart. Look at all they are doing to help those effected by this change. They are bending over backwards to help facilitate their transition to a new job. It will be the customer service that goes next. And to be quite honest, we have no one to blame but ourselves. You can not expect a company to keep losing customers to the competitors and manage to stay in business. I have customers calling in every day screaming and cursing about their bill/service before they even have time to asses what country I am in. Get your facts straight before slinging around your little "Happy Thanksgivings" & "Merry Christmas'" What are you doing to help keep jobs in America? It was Bill Clintons trade agreements that have made all this possible. Write your congressman, you State Representative and tell them they are killing our economy! With all that is being outsourced all of the middle class jobs will be frighteningly sparse very, very soon. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
 ·HughesNet Satellit..
 ·Windstream
| Anon Windstream CSR, I would not want to be in your shoes but we all are getting there sooner or later with the plans for America. Let me say I agree with you premise of them outsource and selling off America.
But saying the burden falls upon the customers and their demands sounds more like something the CFO would say than a CSR.
But many of your points sound familiar to the polarizing talking points of the various taking heads and even those in the press. These people throw that stuff around for their own good, their cable show, their editorial page contract. But all of them are leading us farther away from the truth and just polarizing the country deeper and deeper, thought I believe there is a revolt building against them.
said by windstream csr :
I would just like to point out, as a Windstream employee, that you get what you pay for. Customers call us and complain constantly about their rates. They are switching to cable by the hundreds to "save money".
Well, cable has been outsourcing for years. We have to keep up or the home phone company will be a thing of the past.
This is completely backwards economics. People buy what they are sold. It also shows that often free enterprise shoots itself in the foot by setting up wrong premises for "company ethics or principles." By trying to fight cable with lower rates and as fast as they can push DSL, there should be a quality difference advertising campaign. And not cut your rates so cheap. You can read my posts all over the BBS that most people really have no need for 6 much less 10mbps. They never use it, most! Yet this is basis that DSL telcos have seen as the major stumbling block against cable.
It is not the customer's fault for switching to DSL to save money if that is what is offered.
This is not an excuse for them. DSL marketing strategy is to emulate the cable companies. This is a dead end game. DSL has features and could have features that would make it preferred broadband choice.
said by windstream csr :
Americans are famous for wanting it all and paying for nothing. We have prided ours selfs in providing customer service for Windstream customers by their fellow Americans, but, we have been left with no other choice. A lack of creative ideas and marketing yes, a lack of choice, no.
said by windstream csr :
Not a single person at Windstream is happy to have this take place. Not a single CSR is happy, but there are plenty of people at WS smiling they pulled it off. Don't forget it's a cooperation and the stock holders are the owners.
said by windstream csr :
We have to call and talk to the same people when we need help as well. We can't understand them any better than you can. But really, what choice has the consumer left us with? Everyone always wants lower prices, but you want to have service from someone living in a country that costs 4-10 times more to support a family. It worked fine until laws were changed to make it easy to outsource. The choice is to vote out virtually everyone in Washington and let them know it's not about Iraq this time but making laws making it profitable to sell off America.
Lot of choices. They say but today it's a Global economy. Sure it is, they passed laws that set that up.
said by windstream csr :
Really, do you have a better solution? I am sure the "powers that be" at Windstream would love to hear it. If you read the forums and above, there are solutions. If you read my other posts there are solutions. Windstream Bored of Directions just followed the path of least resistance. The one laid out for them by the American politicians.
said by windstream csr :
Unlike the cable company, Windstream at least has a heart. Look at all they are doing to help those effected by this change. They are bending over backwards to help facilitate their transition to a new job. It will be the customer service that goes next. And to be quite honest, we have no one to blame but ourselves. You can not expect a company to keep losing customers to the competitors and manage to stay in business.
I have customers calling in every day screaming and cursing about their bill/service before they even have time to asses what country I am in. Get your facts straight before slinging around your little "Happy Thanksgivings" & "Merry Christmas'" What are you doing to help keep jobs in America? It was Bill Clintons trade agreements that have made all this possible. Write your congressman, you State Representative and tell them they are killing our economy! With all that is being outsourced all of the middle class jobs will be frighteningly sparse very, very soon.
They do seem to be helping some of the people migrate, which I have had companies do much less on goodbye day. However without research we don't know what the other companies have done when they start outsourcing CS, not something I have followed.
You right about no one to blame but ourselves. No one was watching the store in the United States, allowing many laws to be passed. Instead they had us playing red state blue state, hate they neighbor cause he is a conservative or a liberal. If they said hate they neighbor cause he is a jew, black or otherwise would have had them thrown off TV in a heartbeat. It's still hate speech. The people like the Ann Coulters, Micheal Moores, Russ, should all be charged with hate speech. They have polluted the publics mind into hate and kept their eyes of the real ball game being played.
Ahhh... Don't go blaming Clinton. NAFTA was started under Bush41 but could not it past Congress. Once Newt and the boys got in NAFTA was passed by Congress and Bill signed it as part of him also being a globalist. He was not like the Democrats before him just like Bush is not a Republican.
But the bottom line is to write and write your Congress men often.
Turn off Cable News channels as they are the worst of the worst at spreading hate and not informing the American public to the real games being played.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my pork belly | |
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omarnky
join:2007-08-13
Lexington, KY
| reply to Wildcat
I talked to a member of the "american" desk today. My DSL was down since friday. I asked them about the closing and this is what they told me.
It looks like there will be a new desk at somewhere else that will handle some calls. They will take on the hard problems which is good because I called 3 times (2 times I got overseas help)over the last 4 days and I had to ask for a supervisor to get my service back. Turns out there was a records problem. The guy I talked to today said things like my issue can be escalated to this other group. i guess we will see...
I have always thougth the helpdesk did a good job. I asked him if he was going to be part of the new desk and he told me they are taking only the tier 2 and some people from another team at the desk that work on what he called "escalations" but he didn't seem to have all the details. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| If you read through all the threads here what happened has been spelled out several times over. Basically all Level 1 tech support come next week will be handled by Wipro an Indian outsourcing company. If you get lucky you get to talk to an American that you can understand. I have heard complaining 3 times and them still not fixing it will result in a call from an American. In my case it has not happened.
So Salina, KS and Lincoln, NE call centers will be shut down.
Any one that was Level 2 had the choice to move to Ohio where they have a Level 2 call center (good luck ever talking to them). You can get American service by getting a Static IP.
But that will run about $15 more per month for the same speed you have now on a 3 year contract, $20 more on a one year contract.
Welcome to the future. They did this to save just a few dollars per customer. And now even your Windstream bill helps devalue the dollar.
Gotta love it.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my pork belly | |
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Weepshep
Premium
join:2007-10-01
Heidrick, KY
clubs:
| It is ashame.
I for one have had very bad service. Like now I am only running 173kbps on a 3m service but I still don't want to see them out source the company.
I talked to one last night and of course if I had not been threw the testing process so many times I would have not had a clue what he was saying. Hey I am a born Kentucky Hills man and if I can't understand what ya isa say un then ant noo one wheal. 
Called tonight threw the new service option and got to talk to some very nice and knowledgeable CSR and Tech. When the CSR answered I was aloud to explain my case and when she was going to switch me to a Tech I said please don't send me over sea's I would like to talk to a English speaking person if you don't mind. What a response it was great. When I talked to the Tech she was great to and get this Piggie she explained that they did try to fix the problem from her side but the team was unable and they are scheduled to be at the D-Slam tomorrow to check my problem and she seems to think it is the pin problem just as you have suggested before or maybe a bad card but either way they will do a physical check and get the problem fixed.
Sorry WS Employees - I told her to tell the upstairs people to leave things alone and stop outsourcing.
Good Luck but most of all God Bless you. |
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mojo1
join:2006-12-05
Jefferson, GA
·Windstream
| I'm on static and my speeds have been in the toilet for the last 2 days. I have been getting about 400-500k on a 3M service. I called the static support people tonight. The person I spoke with spoke English and was able to get me back to about 1.7M while I was on the phone. He said they will continue to work on it.
As much as I hate paying more for the service, it is a completely different situation when dealing with the support people. I was a hater for about a year and now can't say enough good things.
I still don't like outsourcing to India, but at least I won't have to deal with it now. Hopefully WS will see what is going on and cancel this wipro thing, but I don't think so. 99.9% of their customers are happy if they can get their email. The other .1% will have to go to static to be happy. |
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nfury8ing
join:2001-06-08
Jefferson, GA
| Meh, I upgraded to 6meg.
AGAIN, it took them a week, and then me calling for the simple change to go through.. which again happened the very second I called to complain about it.
To make matters worse, they didn't actually DO anything. They changed the connect speed to 7200, yet I'm still limited to 3meg(2600kbps) speeds.
GG?
Oh, and great, I get another qwik-e-mart rep. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| said by nfury8ing  :To make matters worse, they didn't actually DO anything. They changed the connect speed to 7200, yet I'm still limited to 3meg(2600kbps) speeds. Did you check your modem to see if it's training at 7200? which from your wording it sounds like you did. Not to insult what you know or don't but check the tweak test here if you have not.
Otherwise have fun with the quik-mart crowd.
Piggie :@)
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my pork belly | |
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powrful1
join:2000-10-16
Salina, KS
clubs:
1 edit | reply to Piggie
I was a Broadband helpdesk employee as of 7ish months ago. This is when the India test project started, back in the Feb-Mar time frame.
Initial indications was it was failing, and talking to some of my friends as of a few weeks ago they were constantly cleaning up the Indian's problems. The tools used really took a huge step forward the last year I worked there. Lots of growing pains with them, but when they worked lots of information. The problem is we were just the trolls for testing for the outsourcing.
I used to talk to many people fed up with the quality of Windstream's poor network setup, however, the reason they were still customers was the support from the American helpdesk.
Fast forward to this month, I believe now 99% of the support is in India (first line) with just a little support in Ohio, with TAC and DNOC still in Little Rock.
Sad to see a "rual" telco go global with jobs....time to burn my shirts! |
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powrful1
join:2000-10-16
Salina, KS
clubs: | reply to windstream csr
Lincoln and Salina wont be the same! Long live Alltel Internet Helpdesk...rip....knew the spin/merger was a bad idea for employees...Allhell turned into Whine/Scream and the rest is history! |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| The sad part is all of America will pay for this more dearly I am afraid than any other bad economic time in our life times, with the potential to be the worst in history if US. Windstream by sending more dollars out of the US is just helping the likes of Mattel and Wal Mart, etc etc. Money leaves, we borrow money from foriegn sources in particular Communist China, to hold the dollar afloat, as so many US dollars leave the country.
The sadder thing is it won't hurt those that made that poor decisions to sell off the United States wealth for their greed.
We can only hope that Dante' was wrong and there is a 100th layer of Hell waiting on the greedy. I hear rumors that Satan has made Ken Lay CEO of layer 100.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my pork belly | |
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ihatewindstream
@alltel.net
| I can not believe when i called my support the other day and couldn't understand who i was talking to.. he talked so long it took me t minutes to get past the phone number and address. I am so unhappy that i have this company for my service.
The bad part is i have no other choice when Windstream is the only DSL provider in Glen Rose, TX.
I am thinking of starting a petition to eradicate them from the area. this should bring cheaper and better service from other companies |
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nOv1c3
join:2006-11-08
Whitney, TX
| I feel your pain . Like you i have no other choices either this piss poor service or dial up or sat :/
I,v used this service for 4 years and everything was good tell they split off and then it went down hill 
I called tech (aka) support the other day and got a india guy and i was on the phone for an hour+ going through his list while arguing its not on my damn ends its on the windstream network hehe well to makes a longh story short he said a tech well be coming out by the 12th and they well call . well a lady called sat and ask me about my problem and said a tech well call before coming out that monday . well monday came and at 6 pm i called support asking them what happened . Got an english speaking guy this time and me and him went through the same ole routine
well it all comes down to that my 60+ pings and paket lost to my first node dont warrant a ticket!!! He said it has to be in the 150 160 ping range for him to open a ticket lol
I am so pissed . TYalked to this fool for 30 minutes with him saying pings dont mater with online game play :/
This been a whole year bullshit thing for me with this conection , I have never been with such a shit company in my life worse i have seen pathetic excuse for an isp :/ |
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sophi_psych
join:2007-05-22 | reply to Wildcat
Nah, don't burn your shirt powerful1, do what I did, X-out the stupid green truck and write Windia below it... |
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AnonymousOne3
Former Broadband Rep
join:2007-08-04
Salina, KS
| I used mine to tear down our fence and then wore it to the dump when we hauled it away. Then wore it to paint our house. I still have my Alltel shirt though and its in good condition. I havent been there for 3 weeks and my stress level has dropped so much. |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
1 edit | reply to Wildcat
Yesterday I sat on hold for 45 minutes with dedicated services support, literally, with no answer. The DSLAM or switch was dead at the CO and the outage affected all subscribers in the area.
I guess folks are switching to static and dedicated services isn't equipped to handle the load.
Awesome selection of choices we have:
1) Residential, speak to WiPro's script readers.
2) Dedicated Services, infinite hold time.
3) Terminate service and go with an alternative and equally horrific provider.
4) Bask in the mediocrity that is Windstream. |
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slickjim
Premium
join:2004-12-04
Springville, AL
| evilghost from slickjim, I assume we are the only 2 on the forum from this area. I am having problems with understanding the hope desk also. I talked to 3 separate Indian CSRs yesterday and they could understand me but being one of those old slow(college degreed)southern boys, they could not make me understand. Spelling everything out to me before saying the word----P as in, I as in, N as in, and I said PING and he said yes-----drives me nuts. I even asked for him to stop but I assume that the CSRs in India are getting heat from their higher-ups to be as polite as they can since I kinda got rough with him. He wanted me to change, disconnect everything and start over. I told him I have had numerous ISPs and none were as bad as this. I was AOL, Direcpc, Direcway, Hughes prior to WS and am seriously thinking of going back to Hughes. Local does want to help and I go there when just really ticked off. By the way, frequent disconnects and rebooting modem and PC are the required fix, but why? Maybe better days ahead????? Naaaaaaaaaaaaaw! |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
1 edit | said by slickjim :evilghost from slickjim, I assume we are the only 2 on the forum from this area. I am having problems with understanding the hope desk also. I talked to 3 separate Indian CSRs yesterday and they could understand me but being one of those old slow(college degreed)southern boys, they could not make me understand. Spelling everything out to me before saying the word----P as in, I as in, N as in, and I said PING and he said yes-----drives me nuts. I even asked for him to stop but I assume that the CSRs in India are getting heat from their higher-ups to be as polite as they can since I kinda got rough with him. He wanted me to change, disconnect everything and start over. I told him I have had numerous ISPs and none were as bad as this. I was AOL, Direcpc, Direcway, Hughes prior to WS and am seriously thinking of going back to Hughes. Local does want to help and I go there when just really ticked off. By the way, frequent disconnects and rebooting modem and PC are the required fix, but why? Maybe better days ahead????? Naaaaaaaaaaaaaw! I also came from Hughes, and sadly, it was more stable than Windstream.
You know AlabamaBroadband bought out St. Clair Cable Co and they're offering 3Mbit/512K for about $50/mo? If you've eligible for CATV you may be able to get it, give 'em a call. Then we'll look at shooting WiFi to my house  |
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nOv1c3
join:2006-11-08
Whitney, TX
1 edit | reply to Wildcat
Oh forgot to add that when i called support the first time they said my SNR was only 8 well I changed my phone filter and its no better but after the last call the same dumb ass that said pings don't mater with online games said my snr was good :/
I still get 60+ pings and time outs on my connects you can see it playing games online with high ping spikes and on irc and msn yahoo with Constance disconnects every hours :/
Cant believe this fool saying my latency has to be in the 100+'s before he can open a ticket :/
opps PS: I,m running an old visionnet modem so there is no way i can monitor snr or any of this |
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mojo1
join:2006-12-05
Jefferson, GA
·Windstream
| reply to evilghost
evilghost - when did you call dedicated services support? Granted, I usually call late at night and rarely have to hold. So far, I am pretty pleased with them but that is subject to change.
I'm working on a latency issue that they will not acknowledge right now. I'm staying patient and will just see how it plays out. I feel sorry for the people on dynamic around here that are paying for way more than they are getting, but just don't know it. |
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