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 CMack
join:2004-07-30
canada | Netflix & Support I'm doing a survey (kind of), on how everyone's tech support is dealing with customers with netflix issues.
As we all know Netflix is less than perfect, however customers believe they should be able to click play (HD) and all should work perfect. No glitching, no slow internet, no drops etc...suffice to say tech support is dealing with more and more of these calls, and I don't see it slowing down.
Where does tech support have to draw the line and say call Netflix, or Apple TV?
What are you all doing?
Thanks
CMack | |
| said by CMack:I'm doing a survey (kind of), on how everyone's tech support is dealing with customers with netflix issues.
As we all know Netflix is less than perfect, however customers believe they should be able to click play (HD) and all should work perfect. No glitching, no slow internet, no drops etc...suffice to say tech support is dealing with more and more of these calls, and I don't see it slowing down.
Where does tech support have to draw the line and say call Netflix, or Apple TV?
What are you all doing?
Thanks
CMack
For me, the key was understanding - and being willing to accept - the customers' expectations. Like you said, "...customers believe they should be able to click play (HD) and all should work perfect."
So right from the start I offered only dedicated speed tiers, not shared bandwidth. Higher throughput = more expensive. I state expectations clearly on my website - what Internet activities require what speed package, at a minimum. I reinforce those expectations at install time. My prices are a bit higher than my competition, but this allows me to afford conservative oversubscription rates, and my network hums along nicely as a result. My customers are very satisfied. Half of them come from my less expensive (and poorly performing) competitor.
I plan tower sites to be capable of delivering max bandwidth to at least 50% of each AP's user base, and I'm a stickler for not connecting any customer with a marginal signal.
I believe this plan has allowed me to sidestep a lot of headaches, but I suppose only time will tell - none of my towers are fully loaded yet.
When it comes to support, I'm happy to answer a question or two, but setup of any third party device is the responsibility of the consumer, and I push them to the manufacturer of their equipment if I can't help them with a quick phone call. | |
 TomS_Git-r-donePremium,MVM
join:2002-07-19
Ireland
kudos:1 | reply to CMack
We used to decline customers who fell outside of our acceptable signal level too, regardless of what papers they wanted to sign, or what promises they made about not calling about issues. Just not worth it, because some will do anything just to get a service, and then ignore anything they said, or try to pin the blame somewhere else just to get a call in.
For us it was -80, in order to guarantee a certain minimum modulation (16-QAM down IIRC). Any lower than that at survey time, and we would have to decline them on the grounds that we couldn't guarantee them a reliable service. | |
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