Xsk8er
join:2001-01-02
Columbus, OH
 ·RoadRunner Cable
·WOW Internet and C..
 ·AT&T Midwest
edit:
April 24th, @11:41PM
| reply to hXc Chris
Re: National Helpdesk's Outsourcing
I have friends in the Philippines and most of them that choose to work in the call centers over there are very smart, some of them have massive college backgrounds and the call center work is all that is avail due their economy.
Most of these folks are very smart and honestly are doing the best they can at their jobs with what they are provided. With calling any tech support line (I experenced this with SBC trying to cancel DSL) the rep on the other end is only able to do so much within the guidelines that the company they are providing support for gives them.
My understanding from being a Road Runner Customer for many years is they have always outsourced the basic level of Road Runner HSI Support.. I remember back in early 2000ish calling and speaking to someone who told me they where in Canada. It was not until my issue was escalated at the time to level 3 that I spoke with someone in the local office.
Sorry to hear about Indiana's loss. Wish you all the best. I am sure you all did your best... with our encomony on a downturn right now everyone is trying to a penny here and there. |
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Mele20
Premium
join:2001-06-05
Hilo, HI
edit:
April 26th, @07:01PM
| said by Xsk8er  :My understanding from being a Road Runner Customer for many years is they have always outsourced the basic level of Road Runner HSI Support.. I remember back in early 2000ish calling and speaking to someone who told me they where in Canada. It was not until my issue was escalated at the time to level 3 that I spoke with someone in the local office. The BASIC level for support is TIER 1. Tier 1 is located in your division along with tier 3.
Tier 2 is NHD. It is NOT basic level support.
If I call Oceanic TW and put the menu choice for Road Runner, I get Tier 1 which is located at Oceanic TW's offices in Mililani, Oahu. Tier 1 can answer basic questions and even roll a truck if the problem is obvious. If the problem is less obvious, etc. then Tier 1 will transfer me to Tier 3 bypassing Tier 2 but that is because I know how to get directly to Tier 3 which is also located at Oceanic TW offices in Mililani, Oahu. If I need to to talk to Tier 2 (because I forgot my password, have a question about RR email, etc), or want a shorter wait time than is usual with Oceanic, then I call NHD directly on the 800 number I have.
Tier 2, NHD, handles mostly email problems, password problems, RR Dialup questions and problems, and can do basic modem testing and helps with questions regarding RR Rhapsody, and other offerings from RR. They can also tell you the network status if you get a repeated busy signal trying to call Tier 1. Tier 2 can transfer you to Tier 3 which is your local RR techs but, at least here, going through Tier 2 first is not necessary any more. Tier 1 can transfer directly to tier 3 and does if you can convince them (with proper information) that is who you need to speak with. In fact, Tier 3 answers all calls to Oceanic that pass to Road Runner. Tier one gets in the act only when all Tier 3 techs are busy with other calls.
The last time I spoke to Tier 2 NHD there was a much longer than usual wait time but I still got Canada and was told that NHD is not going anywhere. But who knows?
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"The same ferocity that our founders devoted to protect the freedom and independence of the press is now appropriate for our defense of the freedom of the internet. The stakes are the same: the survival of our Republic". Al Gore, The Assault on Reason |
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chaotic3
@rr.com
| I'm sorry but Tier 3 is not divisional it is regional. Tier 2 is intermediate level support. Tier 3 handles digital phone, Home networking issue's and escalated modem/internet support. You should never bypass NHD they open the trouble tickets Tier 3 works off of, it's how everything is kept track of for the customer. Tier 1 is not to transfer directly to Tier 3 without meeting specific criteria, they can be and are held accountable. |
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Mele20
Premium
join:2001-06-05
Hilo, HI
| Tier 3 is NOT regional. It is located at Mililani, Oahu where Oceanic TW has its offices. The Tech Support manager is a former tier 3 tech whom I got to know well years ago. He is now a friend. I used to know 90% of the tier 3 techs...now there are newer ones I don't know. But they all live on Oahu and work in Mililani.
We never had to go through tier 2 or the ticket thingy. I was designated a special Power User right after I got RR in June 2001. There were three of us on the Big Island so designated and we were given a special toll free number to call tier 3 in Honolulu. Everyone else on this island (and the other islands) had to call tier 2 and go through the ticketing thing. The three of us did not have to do that. About a year later, the toll free number to tier 3 was given to anyone who knew to ask for it and the three of us were released from our promise to not give the number out. (The toll free number for the neighbor islands to tier 3 on Oahu was promised by Oceanic when RR expanded beyond Oahu. It was advertised and part of what one got when they got RR but not really. The number was not given to neighbor island folks...we were second class citizens but paying the same price for RR that the Oahu folks paid who could call tier 3 free of interisland long distance charges. So, a subscriber on the Kona side of this island protested this with the State of Hawaii Dept. of Commerce and Consumer Affairs Cable TV division. The outcome was that he and and another person on the Kona side and I on the Hilo side were designated Power Users and allowed to have a toll free number to tier 3).
In recent years, Oceanic has beefed up tier 1 and 3 right after beginning offering digital phone. When they added a lot of tier 1, and some new tier 3 employees, they centralized the phone number for the entire state (I can't call the local office anymore) and tier 3 answers all calls to that automatically routed to internet trouble number. If all tier 3 techs are busy then tier 1 answers and tier 1 may or may not patch you to tier 3. An inexperienced tier 1 tech will patch you to tier 2 who gets irritated because they have to patch back to tier 3. Tier 2 does nothing other than help with email, passwords, RR dialup and answer questions about getting Rhapsody, etc. Tier 2 never uses tickets since at least a year ago. If you have a connection problem and tier 1 patched to tier 2, they will confirm the problem and patch you back to tier 3 and the tier 1 person will be told to not use tier 2 but to transfer directly to tier 3. But usually what happens is tier 1 sees a connection problem and wants to roll a truck. UGH. I have complained to the tech support manager about this. Even when I have explained to tier 1 that I don't need a truck as the problem is not something a truck roll can fix, they don't understand at all and they still want to roll a truck. I hang up and call back and usually get tier 3 immediately and I tell them what happened and they cancel the truck roll and then we talk about what I am seeing on the network here on the Big Island.
Maybe in your area tier 3 is regional, but it is not in Hawaii. Remember, Oceanic is not totally owned by TW. Oceanic is our own homegrown cable company and we are allowed to do some things OUR way...such as the name of the company...it is OCEANIC Time Warner not Time Warner of Hawaii which is what corporate tried to force on us and was floored by the outpouring of anger from Hawaii citizens.
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"The same ferocity that our founders devoted to protect the freedom and independence of the press is now appropriate for our defense of the freedom of the internet. The stakes are the same: the survival of our Republic". Al Gore, The Assault on Reason |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| "Maybe in your area tier 3 is regional, but it is not in Hawaii."
The Islands of Hawaii would probably count as a region. A tier Three group based in Hawaii would support the region of Hawaii.
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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Mele20
Premium
join:2001-06-05
Hilo, HI
| said by hobgoblin :"Maybe in your area tier 3 is regional, but it is not in Hawaii." The Islands of Hawaii would probably count as a region. A tier Three group based in Hawaii would support the region of Hawaii. Hob LOL That sounds like "nit pickin" to me. 
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"The same ferocity that our founders devoted to protect the freedom and independence of the press is now appropriate for our defense of the freedom of the internet. The stakes are the same: the survival of our Republic". Al Gore, The Assault on Reason |
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bobjohnson
Premium
join:2007-02-03
Titusville, FL
 ·Sprint Mobile Broa..
·RoadRunner Cable
 ·Vonage
| reply to hobgoblin
said by hobgoblin :"Maybe in your area tier 3 is regional, but it is not in Hawaii." The Islands of Hawaii would probably count as a region. A tier Three group based in Hawaii would support the region of Hawaii. Hob Agreed and I will clarify for you... For example here in FL, if I call tier 1 support i get the bright house call center in melbourne which is for our county, if it is escalated to tier 2 I get the RR NHD in various areas, and if it is escalated to tier 3 I would get the regional call center in Orlando.. In Hawaii Oceanic Time Warner is the region which is all of Hawaii and you most likely would be calling the same center for tiers 1 and 3 support |
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bufbandit
join:2002-03-25
Buffalo, NY | reply to hobgoblin
I wish i worked in Hawaii |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| said by bufbandit :I wish i worked in Hawaii so do we
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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bufbandit
join:2002-03-25
Buffalo, NY
·RoadRunner Cable
| said by hobgoblin :said by bufbandit : so do we Hob Thanks alot! |
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