Industry Giants Try To Improve Customer Service > Don't talk about fixing problems....

said by Morac:

This is because customer support is at a national level. For example if you call Comcast with a problem, you end up talking to someone in Texas, Florida, Louisiana or wherever else Comcast decides to put a call center. The person has very little information about your local Comcast system, which is run independently from Comcast corporate.

The person you're calling can't even check the TV feed themselves to see if it is a system-wide problem because they don't get your feed.

said by Morac:

The only think the call center person can do is initiate a truck roll since that's the only way to put you in touch with local support. The phone support people might as well be located on another planet since they can't do much of anything.