Anon e Mouse
@74.128.x.x
| As a former employee, I'd tend to agree. The party line was that we did pretty much everything we could to assure one call resolution.
I had customer's three wayed with Dell and Microsoft at times and 99% of the time, we were able to take Dell and MS to task over issues they caused and did not want to own up to and just blamed on the ISP.
However over the past year, Charter has made some deplorable decisions, especially in regards to their Sales and Service initiative, which seeks more to sell you something than to fix your problem.
Charter has lost 70-150 techs (people like myself that could actually walk you through the router you bought better than the company that made it) because of this initiative and because our techs did not want to risk screwing the customers over to make a buck. These people walked rather than be forced to screw over a customer.
That said, Charter has been scrambling and still is to the point of hiring mostly temps (from the info I have, spartan that it may be now) to fill the seats and they mostly come from sales backgrounds. Most of the remaining few technicians worth a salt are disgusted at what they've been relegated to.
In the call centers, we have the equipment (or did), we had the tools, but the company was too busy changing things, that they changed things that worked into things that didn't and kept alot of the bad stuff. The problem guys, its not in the people helping you on the phone. Its in the links on the network, its in the kma's out in the field (they don't answer to a heirarchy you know, they're independent mostly still). The problem, I hate to say, is literally in your area's in your towns.
If you really want to make a difference, stop in to city council and have them make an inquiry of the local charter office, make sure that the field installers are all certified and management is up to snuff.
There's a lot of good field installers, but it only takes one screwy one to mess up an image. |
