WhatHappened
join:2004-08-06
Waseca, MN
edit:
May 29th, @02:17AM
| reply to Anonymous
Re: [MN] Fox out MN
I wasn't asking for help. I was hoping that a head end tech would read the forum or be alerted by those that read this forum and would fix the issue.
I want to set the record straight. Mediacom has some very hard working technicians that do the best they can do for the shitty pay they receive and the limited tools they are given (including training). The local technicians that have to work on the system day after day do go out of their way locally to make the system better when they can.
I have seen a unfortunate technician get verbally assaulted by the dispatch women during activation when things were not going well (he was using speaker phone). I would have called her boss and if nothing was done to fix her abusive attitude, I would have quit on the spot. He was actually a contracted VOIP phone installer from a near by metro area.
If Mediacom managers do read these forum, you need to invest money in training your customer support personal and making different levels of customer support personal available to your customers. When you had @home customer support the staff were trained well and were quick to escalate knowledgeable customers to well trained technician that could get a truck rolling to fix broken DHCP, DNS, or provisioning servers. They could do remote diagnostics on the servers while I was on the phone with them and had the DOCSIS tools to complete remote diagnosics of my connection with in a few minutes of my calling in. I long for the days of @home internet. My last two cable modems have been getting invalid feilds from the Mediacom DHCP server every other day for a few years and nobody that I tell at Mediacom cares to spend the 15 minutes to correct the network server configuration. With @home that issue would have been solved in less then 20min on the phone. |
