pparks1
join:2002-01-01
Westland, MI
| reply to wiz561
Re: Rude Customer Support and Overall Unhappiness
Thanks for posting your story. Unfortunately this can be common. While I have always been pretty happy with WOW's customer service...it's mostly because of how UNHAPPY I was with Comcast when I had them.
It's hard when you are a trained and/or certified computer person. Imaging the tech support person, I'm sure they hear all day long about how much of an expert somebody is who is calling with a problem. I almost wish they had an online phone quiz while you are on hold to guage your overall knowledge about computers which could be passed along to the tech that you are speaking with.
I'm a certified Windows and Linux systems admin and have had a job as a systems admin/engineer for the past 9 years. I called a few weeks ago regarding slow performance in the evening and the first person explained that sometimes the internet is like a highway and when there are lots of cars it tends to go slower. Of course, I've had them for years and never saw drops from 14-15mbits to barely 1. Second person asked if i had recently scanned my home computers for a security problem. Jokingly I said yes...but it was during the morning when my speeds were fine, should I try again in the evening?.
Finally, I talked to 1 last person and explained how a continuous ping to www.google.com was showing a changing TTL from 51 to 52. He understood that this indicated that the route was changing and made a note. Within a day, my speeds were back to normal and I didn't have problems.
Unfortunately, being in the know has it's advantages and disadvantages. I used to do tech support years ago before going the admin/engineer route...so I have some sympathy. |
