NocDoc
@home.com
| reply to CableModemtech
Re: Poor Cable Great Tech!
I can honestly say with an unbiased opinion (I'm not a Comcast Employee) that the people in your service area should feel very fortunate to be blessed with a cable modem service techician as knowledgeble and caring as yourself. I think this actually may be more a charactoristic of the Comcast employees then cable modem techs per say. I won't mention names but several of the top 5 US cable companies do not have the same high standards that Comcast seems to hold.
That being said there are a couple of point's I'd like to comment on in your otherwise factual and technically correct post.
1) @homes call centers : TRUE the majority of the persons employed there are not technicians. However since they are filling the void left by what would normally be a Comcast teir1 support person, the levels of technical ability are generally comparable.
2) 50 service orders per week to replace modems that do not require replacement. : This is a by product of item 1. There are few modem provisioning issues that can not be resolved by a competent teir1 rep. (why does'nt Comcast provide more teir1 support instead of outsourcing?)
I will not bore you with any of the numerous encounters I've had with clueless cable modem techs and their unbelievable stories told to customers in order to avoid fixing a simple problem like getting a modem to sync...OK I can't resist just one. My all time favorite was hearing of a installer who told the customer that the reason their modem would not sync was SUNSPOTS. This would have been bad enough on it's own but he followed it up by further telling the customer to call @home teir2 support so they could make the needed system adjustments to counteract the effects of the sunspots. (ok enough of story time)
3) The cap on cable modems. : I will only say this...The cable companies dictate the actual speed of the customers upstream. This tends to be supported by the fact that the speed the modems are capped at varies by both MSO and even by region in some cases. BTW wasn't Comcast the first to sell multi-teired QOS levels to the customers? (I may be wrong on this one but it sounds correct at this moment) If @home was responsible for the cap I can assure you that it would be universal for all customers regardless of the cable company involved.
Ok it's very late now but I want to end on the same note I started on. Your customers are lucky to have a quality tech such as yourself supporting them. Keep up the good work! |
