 DaveDudeNo Fear
join:1999-09-01
New Jersey
kudos:1
 ·Vonage
·ViaTalk
| reply to moonpuppy
Re: Customer service is dead.... said by moonpuppy:Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. This is so true, plus the comcast box hit selection, never works. Dont they care about wasting resources, and not fixing problems. Comcast though is better then verizon DSL, or Voice.
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They Live... We Sleep...
“Spreading the wealth around” never results in a better outcome for people. It always results in destruction.
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| said by DaveDude:This is so true, plus the comcast box hit selection, never works. Dont they care about wasting resources, and not fixing problems. Comcast though is better then verizon DSL, or Voice. I had this happen to me first hand. I had an issue where my signal strength was low and I was having reception problems. After they tried to troubleshoot it, they decided on a truck roll. When the tech came out, she said that multiple people in the area had the same issue and they knew what the problem was (faulty node) but failed to repair it for a month. Now, 2 issues come to mind.
- Why wasn't there some kind of notation that a certain node was having issues? This would have saved thousands of dollars in not rolling out a truck for a known issue.
- Also, since multiple techs reported the same problem, why did they not fix it? It goes back to the first point in that a truck roll would not fix the issue but it made someone get off the phone early.
Comcast needs a new way of thinking when it comes to customer service and tech support. |
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| said by moonpuppy:- Also, since multiple techs reported the same problem, why did they not fix it? It goes back to the first point in that a truck roll would not fix the issue but it made someone get off the phone early. Comcast needs a new way of thinking when it comes to customer service and tech support. Employees aren't dumb. Most will do what is being measured because that is how they keep their jobs and how they get promoted. And if getting off the phone quickly is what they are measured on, that is EXACTLY what they will do - logic and the customer be damned.
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