tdumaine
join:2004-03-14
Redmond, WA
 ·Comcast
| reply to djpiazza
Re: Nonexistant support
Hey dj, a few things that might help ya, some might not.
They go by an ownership model with the tickets. If you call in, were to get me (i no longer work there) and i help you, the ticket is mine, and no one else sees it. If tomorrow is my saturday/sunday (days off) and you update the ticket online, the system emails me its been updated, but 2 days will pass before its seen.
Verizons test coming back busy means you were on the phone, but verizon likes to run interference on CLEC's
The modem going out, the rep might have not opened the subticket, hardware department may be behind, but it is supposed to go out overnight delivery, not including weekends.
I see you posted ticket notes that show covad wants to come out. I highly suggest plugging in your modem at the NID if possible, and calling speakeasy to take a snapshot with it plugged in at the NID. If covad comes out, and its a bad wire in your phone jack, or a bad modem, covad will zing ya for $150
3800 feet from the central office, you should be able to get any speed avail, not dealing with disconnects like you are trying to get 1.5mbps at 20,000 feet.
If the loaner modem fixes it, i would STRONGLY SUGGEST paying the $99 for it to stay out of contract, or return thier good one (if the loaner fixes it) and pick on up localy at a store for about half their price.
"Online support tickets are personally responded to within 24 hours — 90% of tickets are responded to within an hour!"
Thats only if you open a completely new ticket as an online service ticket since it goes into a queue for a few people watching online tickets, but again, once that ticket is assigned to a specific person, or you call in, then its only 1 persons ticket
If they say they will call you back, do not fully rely on it. When i left they were severly understaffed, and the general attitude was just do enough to get by. There was no designated follow up time before, had to come in early or late and do overtime, but now they allow all the reps 30 mins of follow up time a day, so i hear. 30 mins is not enough time if you have to call back 10 people, but its a start.
60 min hold times is a combination of that, and not enough staff. The low level support reps get every other queu roll into them when others are busy too. T1's, activations, etc.
Hope my post is enlightening and while it wont fix the background problem, i hope it makes your navigating your way thru it easier if you decide to stick with speakeasy |
