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owenhome
keeper of the magic blue smoke
Premium
join:2002-07-13
Bentonville, AR
| Re: Totally disagree!!!!!! I never raised my voice and I was very polite. Every problem is somebody else’s problem. They would refer me back to SBC's Emerging Product Center who immediately referred me back to ASI, back and forth, again and again. I own a local computer company and employ several technicians myself. I guess I just expected more, being in the business. Read second paragraph.... »KBPS or KBPS?? | |
| | miatamaniac
join:2002-07-07
Dallas, TX
| Re: Teaching Patience I have had some bad experiences calling the 800 number even though I've been polite on all occasions. Being naturally impatient I quickly learned that with SWB DSL you have to learn and practice patience. It eventually paid off for me and if you are lucky you will find someone at Bell and/or ASI who can help you. In the 3 years I've been a DSL customer I've endured connectivity problems, over-billing, under-billing and finally over-billing again. It's been a big lesson in patience but eventually it has all worked out and I have a great connection. There are some wonderful employees who have gone the extra mile for me and it somehow feels inadequate when I simply say thank you. They make all the bad experiences pale in comparison.
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owenhome
keeper of the magic blue smoke
Premium
join:2002-07-13
Bentonville, AR
| Re: Teaching Patience The bottom line is, I had to go outside of the companies normal channels to get my issue resolved. Patience aside, if any subscriber has to go beyond the service provider's support infrastructure for help, the user support area of that company has failed. If it happens to one, it will happen to many, leading to the assumption that SBC's support to end-users is lacking and needs to be revamped. Equipment problems are one thing, ignorance of an issue and the refusal of finding help for the user, are completely different. You may have had a different experience with them than I, but as I said, I deal with IT users on a daily basis and SBC’s level of service is just not acceptable to me. “I don’t know” is not an answer but an excuse, however, “I don’t know, let me find someone who does” is more than adequate. I make a living helping companies and have been very successful in doing so. If I dealt with my clients in such a manner, I would have none. | |
| | | | miatamaniac
join:2002-07-07
Dallas, TX
| Re: Teaching Patience I think you said it quite well that if you treated your clients in such a manner you would have none. In a competitive environment that is certainly true. For all intents and purposes SW Bell; however, does have a monopoly with this service and until any sort of effective competition develops we are going to have to deal with the frequent poor assistance at the first tier of customer service. Bell's monopoly means they don't have to spend the money to train the support staff on the technology and on fostering good consumer relations. The only other real broadband choice if one tires of dealing with Bell's customer support is cable modem. It's got it's own set of problems. I appreciate the people at Bell/ASI who have gone the extra mile for me personally as well as the ASI techs who spend their free time answering questions for on this forum. | |
| | | | | Pookette
join:2002-07-28
USA
|  Ugh
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| sghetti
join:2002-07-16
Springdale, AR
|  Speed Differences
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| 
S3a
@midco.net
| ASl In response to the comment made about ASI providing 1st tier support for SBC. ASI doesnt provide 1st Tier, or 2nd Tier, or even 3rd Tier support for that matter. 1st tier tech support is provided by outsourcing companies hired by SBC. 2nd and 3rd tier support are provided by legit SBC Employees. And if you do have a problem with 1st tier tech support, dont take it out on the tech, they cant help it that their training is that limited, theyre just trying to make a living like everyone else. ASI does provide a "form" of 2nd tier support for members that have "fiber to the curb" DSL in areas like Richardson, TX, but beyond that, they are only their for provisioning of the DSL line and any line issues that come up that require maintenance. | |
| prince_ind
join:2005-11-01
india
| hiiiiiii people hi
iam an indian and a tech support guy here . i have been lookint at the circumlocution at the forums here . jeez u guys need some training in politeness . believe me the tech support in india is working against all odds and doing their best to make u satisfied .
pls understand their our situation . our training and scope of support is limited . sbc has moved out non strategic tech support to other countries . for u blokes who believe indians are dud , india produces the highest number of graduate engineers in the world , this compared to the fact that the average american child is one of the worst performers in school grade math ........
leave behind ur racialist attitude and look at the world with open eyes .... this is a globalized village , we have lost jjobs with influx of american and western companies , our farmers have committed suicide unable to compete with ur genetically modified products , our electronics industry has not withstood the onslaught of amercian giants ....
this is a free world ..... with cut throat competition .... u either swim or u sink .... outsourcing is helping america as much as it is helping india ... every dollar saved is invested back in the us economy creating more jobs .... making products cheaper how in world would u get dsl for a paltry 14 dollars had not been for outsourcing .....
set right ur myopic view of the world ... i salute the free nature of the american society but not its racialist attitude and its insinuations .... LETS LIVE IN PEACE . GOD BLESS AMERICA | |
| | attsbcisgay
join:2003-03-18
Beverly Hills, CA
1 edit | Re: hiiiiiii people i don't believe in capitalism or communism where both will rape you for what you are and it enslaves people due to our fear of death, fear of pain and our ignorance of dependency on others which is all chained together like a pyramid scheme top few, bottom inferior slaves. one uses money the other just comes over and take everything from you and say it's for the benefit of the community. the key here is control and so long as people like you who believes whatever is being taught to you, you will continue to behave in a manner predictable by others. the world is not free, their is no peace. we are in a constant war but it's not happening everywhere at the same time. outsourcing is a way to kill jobs in america and exploits other country by paying them next to nothing. my opinions may not have an impact on society because the world only changes when people are self aware and willing to make changes. changes are not easy, most rather just move on and forget whatever that's bothering them. | |
| | mgerst
join:2002-06-06
Saint Louis, MO
| Myself; not a racist - but I do long for the days of tech support that knew what they were doing.
It used to be that I could call tech support, and yes, I may have gotten a young kid that was high as a kite, but they knew how to help you. They kept you calm, worked through your problem (not a script), and you were on your way.
Now it takes always jumping to 2nd tier to get that kind of support.
I have no problems with people from other parts of the world, just the 'training' and knowledge level. Heck, I used to work tech support when I was in college - that's right, I was that stoned kid - and do you think I recieved training? No. Heck no. I had 0 training hours and a little web-based Q&A script to read; we'd run through that script top speed or skip it all together and focus on that individuals problem. Yes, our call times may have been longer, but nearly every customer had their problems solved in one call.
In summation:
Lack of training is no excuse. Find an old used PC and start breaking it and fixing it on your own time. Learn the material - get real world. Have some pride. | |
| | mgerst
join:2002-06-06
Saint Louis, MO | And by the way - you are correct. I know several extremely intelligent engineers whom happen to be indian. I even know a few highly recommended surgeons whom also happen to be indian. | |
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