US Broadband industry, are you listening?

I agree.....I do tech support and most of the company's money that i work for goes into marketing....sure its important to put that money there but there needs to be money put into tech support for instance....where i work there are 9 people that do tech support 6 tier 1 support analysts and 3 tier 2 and and we have a large amount of customers alot of them are business customer's that we provide T1's, Ethernet drops, BGP,Web hosting and so on and all we here about at these employee meetings that we have is how marketing and sales are doing this and that and not a word or very little is said about support and how good of a job that we do in order to keep the customers that we have of ot wasn't for the support that we have, i don't care how good sales and marketing are if support sucks then customers leave.....so the theme to this post is that support in general is underappreciated by most companies anymore because of outsourcing and so on.

Good luck. We'd be too busy entrenched in Windows/Macintosh/Linux debates over our workstations to get any ISP management done.

Make them play CS 24/7 with that 250+MS added to his response time until they finally recognize that there is a problem in the works.

I can understand why some techs are leery of reports from the users' equipment, but why does the existance of cable (and DSL) status pages seem to come as news to their "Tier one"'s? It seems to me that to a script-reader so used to unknowlegeable customers, a device they approved with (almost) zero user-configurability would be a godsend. If they're models they give out to customers, you'd think the support would at least know of them.

My favorite was two years ago when all of a sudden my modem would not connect to the network. The modem status page said in effect I was specifically denied access. When I called their "support" and put this information to them, their response was "Silly rabbit, modems don't have webpages!". Not listening to this, all they would do is "send somebody out". When he got there I told him this information; uncaring, he insisted on going through the routine of connecting different parts of the network. When even his laptop wouldn't work, he called some "secret" number to confirm what I had known all week—and he still insisted on replacing my modem.

Needless to say, I dropped the cableco when after I had settled things with them, they told me explicitly they intended to charge me for the week of non-service it took them to tell me the problem and the two needed to fix it.

Well if you are running win98 on a p3 450 with 128mb of ram a defrag could mean the difference between a smooth machine and a choppy hell ride.. Then again the cache and a few other things come to mind BUT. For the average home user they don't know what to do and they've never Defrag or cleared their internet cache.. So in there (ISPs) defense you have to treat everyone like a newbie or someone that knows nothing.

Yet when I as a techie find a problem I do expect to be listened too.. Maybe they can Implement something were I give them my a+ or network+ or my MCP card to get access to the high level techs.. Nothing worse than being talked down to.

I think most people would...they pay for the scripted recycled BS anyways.

So true.

Me: Hello, I think I'm being hacked in to
Comcast: What would make you say that?
Me: Because my hacker & I are having a chat in my computer
Comcast: Wow, that does sound bad. Could you please power down your modem
Me: Ok
Comcast: Wait 60 seconds and then plug it back in
Hacker: Welcome back
Comcast: Did that fix the problem?

*sigh*

You'd be surprized at what customers will and won't pay for. I still have family and friends that are on dial-up, (because "we don't use the internet that much") but then piss, whine, and moan that it isn't the speed of broadband.

True...defragging then might make the difference in computer performance...but in fixing packet loss? Hell no...that has entirely to do with the network/ISP you're plugged into. (assuming your network card hasn't crapped out to all-get-out)

Having a tech tell you to clear the cache or defrag, when you clearly are suffering from terrible packet loss...is like having an auto mechanic tell you to "check the windshield wiper fluid levels" when your engine has literally (and visibly) blown up.

It's funny that this topic comes up. I can't recall how many times I had a valid issue, only for it to be sidelined by someone in official support who thought all was well by their opinion. 250MS+ (usually higher, I'm being conservative), and the official Tech support thinks that it's "not too bad"?! This is a broadband cable, not dial-up service.

Very frustrating to know that you have valid issues, but yet official support either does more harm than good (at times), or is more of a hinder than an assistance.

I agree with you wholeheartedly.

Recently(and this was a first for this), I called Sprint Tech Support. There was what I could diagnose as an intermittent latency problem on the NJ network segment, or at least where it went out to. I ran my diagnostics and compiled clear data, as always, as I know it is helpful to them(as other TSRs have told me, in the past). When I called, I got a gentleman who was brusque and impatient in the beginning, cutting me off in mid-sentence. I remained firm and focused on the data. After going through the "turn everything off and back on, a non-trivial exercise with my home network, and after, yes, clearing my cache;'), he started to finally get it that I was truly not devoid 'o clue. He finally handed me off to Sprintlink, where I promptly was banashed to bad music and worse canned statement hell. After waiting 15 minutes, I bagged it.

Interestingly, I have not gotten a quality assurance call on this one. Wonder why that is?

quote:

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I would be more than happy to pay for service with the best technicians and support people.

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A lot of people say that but don't necessarily put their money where their mouth is (and to be clear, that is NOT directed at you, Nightfall). I see it all the time on the DSLX forum. People go on and on about what a great service it is, but as soon as Verizon or SBC comes in with a lower offer, all they want to know is when the price will be matched or when they can jump ship.

At the same time it's hard to blame them. How much out of your monthly broadband bill are you willing to contribute towards better phone support? I'd rather the ISP stick with mediocre phone support and offer something like the BBR forums to solve more complex issues, than have to pay top techs to deal with people's email configuration, lost passwords, and spyware problems.

If the service is reliable I'll probably never need tech support. Reliability is more important than good tech support, I think.

Packet loss....Possible but that machine would have to be hella bogged down with crap. Yea Looks like you got a broken Flux Capacitor their... That's gona cost ya.

You can balk about that if you want. Let them know that you will pay their charges, but drop your account - or they can drop the charges and you will keep your account.

Sometimes they will care enough about your business to comply - and if not, what have you lost?

I've done this before when I had extended problems, and almost always gotten a credit. (note, by extended I mean more than a few consecutive days).

I agree. In my opinion, you can't have low prices and superior tech support in the broadband provider. Good technical people come with a price. That price may not be what people are willing to pay.

I definitely think this applies to most tech support lines, not just broadband companies. On a few occasions I've gotten some very nice techs who were more than happy to try and help (and eventually transfer me). While most were downright miserable. Whomever said they don't listen really got it right. Linksys comes to mind as a tech support line I will never call again. I don't like calling verizon tech, but compared to other companies, they're not half as terrible.

User always lies.

Did you install anything right before this happened? No
Did you make any changes to your system before problem? No

After a little digging you find they did and then all of sudden it is.... Oh yeah, I did install that last week but it worked fine until now.

Quick check shows they just installed it.

Seen that many many many times.

I love it most when they bring a broken laptop in and say it just quit working. Examining the machine shows signs of liquid in it and when confronted they admit it.

The best one ever was when a guy brought his laptop in that didnt work and I noticed the keyboard was a little weird. I removed the keyboard from the laptop and everything underneath it was crushed. His response was, "I got mad and punched it."

.
... just to be devil's advocate here ...
... that still might be a possibility ... if someone banged his/her vehicle straight to a tree trunk or pole and got the engine busted/smashed as a result ...
.

How much money would an ISP save if someone with knowledge took care of a problem over the phone instead of a truck roll (for DSL and cable?)

How much money would be saved if once a problem was recognized and taken care of instead of waiting for 20 people to call in with the same problem?

Shorter calls and more resolution would save money in the long run than cheap techs reading from useless scripts.

Let's start with the obvious.

1. Too many companies depend on outsourcing this work.
2. The scripts are dictated by the ISP and must be conformed to all ways.
3. Most of the people who do support for the Telco ISP's have their performance based on time and not substance.
4. If the customer mattered, why would they constantly shift support to different states based on wages?

For all those who were Ameriwreck customers prior to being SBC customers, you know what I mean about #4.

I will agree that the level from person to person in Tier 1 does vary. This is not common to just Broadband, it is indicative the service industry in general. Some companies are better then others.

Having done Technical Support in the past, maybe 4 to 5 years ago, I can understand the frustration many people do have with process. I remember the days of mind numbing phone calls (people would not even tell you what version of Windows they were using) to getting transferred to Email and deciding that the standard script responses were a complete joke (I refused to use them and my hardest to help people with the limited tools the ISP allowed us).

The blame of this issue should be squarely placed on the ISP. Although not all Tier 1 support personnel are not at the same level, they are just doing the job they are paid to perform. Since the structure of the telecom is unlikely to change, this issue will always remain.

A special note to RadioDoc and all of people of the Ameritech forum a few years back, I do appreciate the support and encouragement to myself and all the people who helped resolving issues. Thanks.

My problem with SBC tech support is not being able too understand them, ive called a cpl of times and couldnt understand a damn thing the guy was saying so i finally asked him where he was located and he said "India" i was like wtf? no wonder i couldnt understand these ppl when i call, then they get a attitude cause i ask them too repeat themselves..but being a hard core gamer for years ive learned how to trouble shoot my problems on my own or make sure its not my pc before i call them.

"then provide excellent central network status pages and automated phone answering messages that honestly and accurately communicate outages"

I've been trying to get Charter to do this for years now. Maybe, their website would actually have something useful on it then!!

Yech! People calling in sighting all their degrees are always the worst. They think they know everything and they don't know crap. I'd rather deal with grandma who's grandson just bought her her first computer.

GUYS JUST REBOOT YOUR MODEMS ITLL EVERY PROBLEM KNOWN TO MAN

thats basically what i hear from tech support when i call them up. In addition, it's usually an Indian individual who i cannot communicate with efficiently. The only reliable tech support for my isp comes from the Earthlink forum here. BBreports saved my life several times, seriously, because had i not found the isp help forum here i would probably have died of exhaustions from trying to get a hold of tech support and if not that i would have gone mentally unstable from listening to the repetitive and god awful hold music they make us listen to.

haha i didn't notice until you mentioned this but you're absolutely right! it should be changed for the rest of the countdown.

sure and some of us do.

It's probably not enough tho.

I have dsl from a local company. They know their stuff and there are only a few techs. Gamer friendly, no mysterious blocked ports, etc. I costs a few bucks more a month and they dont have alot of residential customers but i only have to go thru 2 ppl at most and they are usually both by the phone!

The real downside for most ppl...Because there is only a few tech ppl hours are like 8-6. I figured if my internet really crashed that hard it could simply wait a day rather than spend that entire night weeding thru the clueless techs.

A+ = Joke; I've personally had to interview so-called certified people and they couldn't even tell me what netstat does or the flags used with that command. It's the IT equivalent to GRE's and GMAT's; some of the people who ace those exams are the dumbest fscks to walk the Earth.

A+ indeed....

[8F] The NyQuil Kid

My best retort to the "But my laptop was working yesterday" nonsense is this:

"Ever drive a car that failed one day but worked the day before? Same thing..."

[8F] The NyQuil Kid

Hmmm, what about crappy tech support, but you can afford a commercial to see which employee gets a company car??? Tell the guy to drive his own damn car, and pay that money to get an English speaking tech!