comments on review of Bright House > I'm here to help...

I'm here to help...

I appreciate the offer of getting 'unresolved issues taken care of'. However, we currently don't have any unresolved issues. The new cable modem resolved the IP phone service issue and the unreliable Internet service issue (site time out).

I wrote this as a review of our experiences as a long time BH customer. I didn't write this as a complaint of an on-going problem. As a review, people interested in purchasing BH service have a right to know the ups and downs of said service.

Generally speaking, the service itself is usually reliable.

However: This latest experience with getting an issue requiring a site visit for resolution has reminded us strongly of all our previous experiences with other issues requiring site visits. Every single such episode we've experienced over the years has followed the same pattern of multiple visits. If you read between the lines, you can also see that we often have no assurance of what the actual problem is.

In this latest example, I'm guessing the first and second tech visits were done as placebos and neither tech had a replacement cable modem available.

Now, whether the placebo visits are consciously done with the foreknowledge of management or done simply because the techs are looking to avoid being yelled at by customers because they're not provided with sufficient spares doesn't matter.

This is strictly a management problem pure and simple. I don't blame the techs at all. I _am_ disappointed with BH because, after all these years, I would have thought their tech management practices would have changed. They haven't.

Speaking as an ex outside Management Consultant/Business Practices Analyst, improving customer support and experiences is not rocket science.

Thank you for the offer of help, but the remaining real 'issue' needing to be addressed lies elsewhere.

reply to BHNtechXpert
Well then there are remaining issues as gleened from your first post I can't work on those improvements without looking at specifics related to your post so I'm contacting you via IM.

I am having issues with my internet. Web pages are timing out intermittently..more often timing out than allowing me to surf the web without a problem. Can u help?

reply to BHNtechXpert
Of course... please submit a thread in our Direct Forums and I'll get right on it.