|reply to moldypickle |
Re: SL Refusing to Install Cable Internet
I wasn't specifically told to lie, but I WAS specifically told not to tell them any details about what the problem really was, which left me no choice but to feign ignorance and go through the motions of trying to troubleshoot their connection as if I didn't already know the problem, which i personally see as being no different than lying.
Most CSR's simply didn't have access to the circuit usage data (I was in commercial support, and handled overflow calls when it was slow). So the company just lets all of the clueless CSR's try to solve the problem, and schedule work orders that will later be canceled, just so that the customers actually think that Suddenlink intends to do anything about the problem.
While I can only speak about what I saw 5+ years ago, some of the threads I've seen on this board recently, lead me to believe that it's probably still taking place.
Yeah, I've worked in tech support for another ISP (BellSouth) in 1998, and that's it. We were told to provide the least amount of information that we could, be as vague as possible. If the customer buys the excuse, that counts as a one call resolution in your metrics.
It's all BS, that's why I try so hard to get past the call centers as fast as possible. They are just there to "soothe" you, not actually fix anything. You can usually get past them to the next levels without doing the crap they ask.
So far I've yet to get past anyone from a SL call center, lol. My luck...
I did, I had the manager of the local plant calling me. I think Pete enabled that.
Well, I did get a call from much the same person where I'm at, but that was also Pete's doing. I highly doubt I would EVER get to someone like that through the phone system though :s