smcallah
join:2004-08-05
Home
| reply to ztmike
Re: um..
You assume they lie.
The better assumption is that the engineering and operations group doesn't tell all or any of the CSR's what they are doing at any time.
CSR's generally only need to know that something is broken and that it is being fixed so they can relay that to customers. CSR's are not told what new devices are policies are being placed in the network, as there is no reason for them to freely give that information out to most customers. Especially when the average CSR will not even know what any of it means, so they'll just BS a customer with it anyway.
This CSR is probably just responding in a way that shows they are not told of these types of network changes. And if Comcast is trying to keep their Sandvine implementation quiet, then the last employees they are going to tell are going to be ones that talk directly to customers every minute of the day. |
|
swhx7
Premium
join:2006-07-23
Elbonia
 ·RoadRunner Cable
1 edit | So either the tech people, PR people and executives don't coordinate to get their story straight; or one part of the company conceals things from another to deceive the public.
Consider this whole episode of packet-forging and contradictory and evasive explanations, together with Comcast's reputation for poor service - outages, missed appointments, bungled installations and so on. (Edit: not to mention the notorious secret caps.)
What it all points to is that there's something wrong with Comcast's corporate culture. It looks like a dysfunctional company. It's big and profitable because of local monopolies. If it had to compete it would either improve or be beat out by ISPs that treat customers better. |
|
