hopeflicker
Capitalism breeds greed
Premium
join:2003-04-03
Long Beach, CA
| reply to PolarBear
Re: Not for long
said by PolarBear  :I bet these numbers all get changed very soon. Yep, i bet too. They dont want to talk to their customers, which is very sad.
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Fossils, Not Gospels. |
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Ebolla
join:2005-09-28
Dracut, MA | I dont think that CC doesn't want to talk to customers, its the fact that dispatchers already have hands full, why should they do there job AND a job for frontline phone reps. |
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battleop
join:2005-09-28
00000
| reply to hopeflicker
I think this is going a bit far. If these are Internal use numbers then they will get changed. I guess they wouldn't even hesitate to release an employee phone book either.
If you had a legit problem that couldn't be resolved then I would say use the numbers. Using them because your tech is 5 minutes late? BS. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
 ·Charter Pipeline
 ·AT&T Southwest
| said by battleop :If you had a legit problem that couldn't be resolved then I would say use the numbers. Using them because your tech is 5 minutes late? BS. at least 5 minutes late. that IS a legit problem. maybe your time is worthless, in which case i understand how you don't see it as "legit". |
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battleop
join:2005-09-28
00000 | Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME
·DSL EXTREME
| I could see his point though... typically CS will give you an appointment window... 8 am - 12pm of 1 pm to 5 pm. If its 1pm to 5pm and its 5:05pm. there _could_ be an issue of them showing up that day at all, and you may have wasted half a day of your time.
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Canada = Hollywood North |
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RadioDoc
Sortofadog
Premium,ExMod 2000-03
join:2000-05-11
Chicago, IL
·AT&T Midwest
edit:
May 7th, @02:24PM
| reply to battleop
said by battleop :Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. He's already waited eight hours at that point.
I know you run or are part of some little ISP, and probably never have to deal with these things (or god forbid have work to do instead of sitting around for a day for someone who never shows up), but sheesh, get over yourself. 
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Toolmaster of La Grange. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
·AT&T Southwest
| reply to battleop
said by battleop :Oh everyone look at morbo. He is really important. He is so important that he can't wait 5 minutes. you obviously have some personal issues relating to this. or as i mentioned earlier, you don't value your time.
this happened recently with me. i had a 2 hour appointment window scheduled for maintenance. i intentionally scheduled my work day around this time, so when they didn't show up (or call, or anything) i went to work. i couldn't waste any more of my day because of their incompetence/unprofessionalism. i used another company instead. sometimes i will wait an extra 5 minutes or 45 minutes, but most of the time i won't. |
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bigjimc
join:2003-04-21
Middleboro, MA
 ·Verizon FIOS
| reply to battleop
How about an 8 AM appointment and the guy shows up at 1 pm
I am not important, I just bill out at $135 an hour. Who is going to pay me?
An I pay $175 a month to Comcast.
Service This!!!!
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Just my 2 cents...Flame Lightly... |
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battleop
join:2005-09-28
00000 | reply to RadioDoc
God forbid you actualy read my post. I said 5 minutes, not hours. |
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RadioDoc
Sortofadog
Premium,ExMod 2000-03
join:2000-05-11
Chicago, IL | God forbid you actually comprehend what you read. By the time the installer is 5 minutes late you've already been sitting around for four to eight hours waiting for him to show up.
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Toolmaster of La Grange. |
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Phattieg
join:2001-04-29
Jacksonville, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| reply to hopeflicker
You are so wrong. They don't have time to talk to customers. You don't understand. In many cases, there is only 2 or 3 dispatchers, and 100 to 200 techs they handle. The techs call them to get jobs closed, or correct work orders. It takes a real asshole to call a dispatcher. Just because you call them, doesn't mean they are going to call your tech and get them out there. Honestly, I wouldn't be surprised if they didn't start hanging up on "non-tech" calls, because their job doesn't involve giving ETA's to anyone but the call center reps. Whats sad is this, if you can't get the rep on the phone to give you the same info as the dispatchers. But that comment about them not wanting to talk to their customers is a real asshole thing to say, considering they have nothing to do with why your tech is late. They are only there for employees, hence why the number is INTERNAL. Imagine if YOU ran a business, and staffed your workers accordingly. Did you know that you can get $20 for a late tech. It's called the ontime guarantee. How about REALLY making them feel your pain by hitting them in the wallet, because if you piss off your dispatcher, you might not even SEE a technician. |
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smcallah
join:2004-08-05
Home
| reply to Ebolla
said by Ebolla :why should they do there job Where job? Where?!
"Inga: Werewolf!
Dr. Frederick Frankenstein: Werewolf?
Igor: There.
Dr. Frederick Frankenstein: What?
Igor: There, wolf. There, castle.
Dr. Frederick Frankenstein: Why are you talking that way.
Igor: I thought you wanted to.
Dr. Frederick Frankenstein: No, I don't want to.
Igor: Suit yourself. I'm easy." |
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hopeflicker
Capitalism breeds greed
Premium
join:2003-04-03
Long Beach, CA
| reply to Phattieg
said by Phattieg You don't understand. In many cases, there is only 2 or 3 dispatchers, and 100 to 200 techs they handle.
[/BQUOTE :And that's the problem right there. This shows the bare minimum staffing that the cable outfits have. Here we have these million/billion $$ corporations and they have bare minimum staffing. And that's the problem. And the asshole comment: No, it's not an asshole thing to say. If these cheap ass companies hired more man power, things like this wouldnt happen. And it's just not the cable companies. it's all about GREED and lining the fat bastard CEO's with billions of dollars and fluffing the stockholders. --
Fossils, Not Gospels. |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
·Verizon FIOS
| reply to battleop
At what point does "just a few minutes" become "too long of a period of time"? If 5 minutes isn't enough, is 10? 15? 30? If you can wait 5 minutes, I'd think 60 minutes shouldn't be too much more. It's only cable. It's not like it's life or death.
Comcast made a commitment by specifying a appointment time. The least they can do is honor their commitment, or if they can't give the person ample notice that they are running late or can't make it.
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Go Colts |
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Kylemaul
Lovin' My Firefox 1.5.x
Premium
join:2001-03-30
North Port, FL
clubs:
·Verizon FIOS
·Verizon Online DSL
| reply to morbo
Have it your way Morbo. What this will result in for you is completely carefree techs, which will not help you one bit. If a tech is not going to make his window, the last thing he needs to do is spend even more of his/her precious time to try to log into an 'update' system, which will undoubtedly be overrun by thousands of techs just like him. (Since [insert cableco here] cannot possibly predict how long an install will take, let alone a trouble call.) Not saying there isn't a problem here, just that I'd like to hear your genius idea for fixing it instead of your bitching. I personally left the industry quite some time ago, just because of assholes turkeys like you. |
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Combat Chuck
Too Many Cannibals
Premium
join:2001-11-29
Erie, PA
| reply to hopeflicker
said by hopeflicker :And that's the problem right there. This shows the bare minimum staffing that the cable outfits have. The fact that there's only a couple dispatchers doesn't show anything, dispatch is going to be busy but the calls they take are likely short and to the point because the people calling them are going to know the protocol.
Quite frankly if any department is overstaffed it's probably dispatch due to the fact that CC is wasting money paying employees to sit around any time there's a hold que getting thru to dispatch.
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Revolution!!!... or some such nonsense. |
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hopeflicker
Capitalism breeds greed
Premium
join:2003-04-03
Long Beach, CA
| said by Combat Chuck :said by hopeflicker :And that's the problem right there. This shows the bare minimum staffing that the cable outfits have. The fact that there's only a couple dispatchers doesn't show anything, dispatch is going to be busy but the calls they take are likely short and to the point because the people calling them are going to know the protocol. Let's just put it this way. When i was in the field (when i worked it) I would call in to close out an install and the techs were always on hold. Sometimes up to 20 min. The techs were pissed because it would put them behind sched.
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Fossils, Not Gospels. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
·AT&T Southwest
| reply to Kylemaul
yes, the sky will fall if companies are forced to make realistic schedules!!! carefree techs, ebola outbreaks, oh my!
no, what this will do is force the companies in charge of scheduling appointments to value their customer's time, instead of assuming that customers want to wait around even longer, despite the agreed upon service window. of course they can't predict how long an install will take, but they can make the schedule with some cushion in case there are problems. but they don't want to do that because that is money lost. it boils down to cableco's wanting to save money (that's ok) at the expense of screwing customers on install times (not ok). |
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FusorFodder
join:2002-02-28
Gaithersburg, MD
| No, it will force Comcast to change the dispatch phone numbers, and it will also cause a severe tie up in other customers being serviced. Having worked for Comcast, I can tell you there will be customers that will refuse to hang up, or will call back repeatedly JUST to tie up phone lines. These temper tantrums will only serve to create a backlog for techs and agents who are legitimately trying to reach dispatch. Dispatchers are constantly busy, they don't have the time to waste on customers who think they are so smart for dialing an internal number.
Hooray, some asshat managed to get Comcast to spend a few extra dollars on changing phone numbers, guess who gets to foot the bill? |
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