Topic 'Re: Connections Specialist is deployed in a timely manner' in forum '' - dslreports.com

Re: Connections Specialist is deployed in a timely manner

Fri, 10 Dec 2010 00:01:14 EDT

fiberguy2 posted : OMG you are soooo missing the point AND making things up out of nothing too.

For the record though, no one said anything about MISSING an appointment, for one.. and second, on the minimum wage.. someone making minimum wage is REALLY not likely to be buying cable TV service and being on their own. They're likely to have roommate or roommates.. and, if they're on MW, and many people have been there, its about planning one's life. No one has to take time off to get an appointment for the cable guy. There are weekend appointments and not every MW employee works M-F either.

By the way.. no, 1st class treatment DOESN'T all happen on the airplane. You really aren't well verse on the subject, so...

Again, you're not reading much of what I said and your replies speak to things I've never even said. So we'll end it here since it's pointless to carry on a conversation with someone that's not even all there.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 22:30:35 EDT

thedragonmas posted : point stands. i dont care if its a 4 hour window or an 8 hour window, long as its done that DAY. based on many MANY forum posts they miss days. as to your question as to why they should get it that day.

frankly, the guy making min wage just to survive takes a bigger hit for a wasted day then the guy that has to work 4 hours a day to make ends meet and the rest is "spendin money" so you bet your a$$ i expect them to keep their appointment.

i could care less what level of service they want to give to people based on income AFTER the install.

goes to the plane analogy, i could care less that first class gets better treatment, that treatment dosent happen untill your on the plane, and you still take off at the same time as coach.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 21:49:31 EDT

fiberguy2 posted :

said by thedragonmas:

does first class get their own plane and coach get their own plane and yours takes off first? no? then its no comparison. no matter what level you fly in, you all take off at the same time.

Really....?!

The point of the matter is that first class people, those that are simply paying more, are getting more from the airline. If you've never sat in first before, then you can't understand this.

People in first on any major airline get addressed by their first or last names. Last time I was on a legacy NWA flight, they always called me by my last name because they paid closer attention tot he 16 people on the AB320. Do they do that for the 130 people in coach? No.. they ask you "would you like to buy a bag of nuts?"

The service level is quite different for those that are willing to pay more.

In the example of TWC, they're basically saying that if you're going to spend top dollar with them, you're going to get top service from them. Quite honestly, I don't see what the issue is here other than the "he's got more than me" syndrome. The fact is, money talks in this society and that is NEVER going to change. If you want to pay the lowest amount, ping pong providers for their intro prices and cancel all the time, if you're going to work them down and take the least amount as possible, you're going to get what you pay for. You're not going to get a specific appointment and those customers don't command or deserve it. Those customers are going to get the 2 or 4 hour windows, period. You're not going to get personalized service reps.. why does a $15 a month or $40 a month customer deserve that over those that spend top dollar? Think about it. There is no level of crying or whining that will ever change that.

FURTHER, there is a LONG cry from people on this very site that constantly talk about the amount they pay (on the high side of average) and the time they've been with the company and they'd like better service.. well.. now that someone is offering it, stop crying - they're listening.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 21:43:44 EDT

fiberguy2 posted :

said by mob:

He just wants someone to be impressed over how much money he spends, allegedly.

Okay troll.. where exactly did I talk about how much money I spend "allegedly" as you state? Quite honestly, you're a troll.. I just figured that was worth mentioning as in 3 posts you've offered NOTHING of substance in this threat what so ever. However, it's also clear that you don't fly either or you'd not even make a statement that you did. Have you ever heard of a frequent flyer? You do realize that some of us have spent thousands of miles in coach seats for several years, and with that, we get upgraded to higher perk programs that give us either free upgrades, or very cheap upgrades to 1st. AND, when someone spends that much time on a plane, getting away from the rest of the cattle is a much deserved perk. It's called "loyalty" in the business - so there's another lesson for you too.

Further, you have no idea in regards to credit cards and points either. Maybe SOME of us that run businesses OR like others pay their bills with credit cards and then pay the credit card bill each month and rack up points like crazy too.

Maybe you need to grow up a little, stop trolling, ADD SOMETHING of substance to the conversation, or just pass on by and let the adults have a conversation here.

You seriously don't understand the topic here and are just trolling and flaming.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 21:36:50 EDT

fiberguy2 posted :

said by mob:

And yet you replied.

me:1
you:0

So, yea.. based on this reply of yours.. you are trolling. :uhh:

I didn't know this was a competition - one that to be honest I'm not part of. Enjoy yourself.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 11:59:59 EDT

thedragonmas posted : does first class get their own plane and coach get their own plane and yours takes off first? no? then its no comparison. no matter what level you fly in, you all take off at the same time.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 11:36:28 EDT

MonkeyLick78 posted : NM

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 10:04:27 EDT

nonymous posted :

said by fiberguy2:

That was enlightening, to say the least Are you just trolling? ..or do you have anything specific to add to the discussion?

I'm sorry to tell you, but everything I posted in my very well thought out message (unlike yours) is absolutely the way our society functions, for one.. and as for the part of customers themselves playing a role in late arrivals - for you to not believe that, and, as you say is "shit spewing"... well, then you are clearly clueless and have no idea what you're talking about.

But I understand.. you don't live in a world where reality plays any part of it.. it's all Utopian views and desires that can't be qualified or quantified, right?

Dude, the world you live in is full of Samantha's from Bewitched where a twitch of the nose gives you what ever you want, when you want, and how you want.

Anyway.. moving on...

Were I used to work we had commit times. Used to be the company would strive to get there on large orders first thing so we would not go way over the ending supposed commit. Then it went to if we got there one minute before the commit we made it and ok to keep the customer there many hours on a large install. Business office kept saying the end commit is when we would be finished no be there. then the business office made clearer there by the end commit but well the install may take some time but our techs have bewitched nose and of course can do magical speed installs.
Now it has gone to as long as you call the customer by the end of the commit time and say you are on your way you made the commit. So I am 30 minutes out heading there now I made the commit.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 09:02:01 EDT

mob posted : He just wants someone to be impressed over how much money he spends, allegedly.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 08:43:07 EDT

Camelot One posted :

said by fiberguy2:

I fly first class many times so I understand this.

Using your analogy, this isn't a matter of the better meal, sitting down first, or any of the other "perks" you get from paying through the nose for your ticket.

Its the plane showing up on time. Or even close to the right time. And all passengers should expect that, whether they are flying on an economy or first class ticket.

Adding to that, it's now a Morning/Afternoon rough estimate on most non-white glove appointments. Though thats just an estimate, and judging from comments and reviews, one that is rarely accurate.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 08:16:36 EDT

battleop posted : I bet they go out of thier way to do favors for Karl.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 05:40:13 EDT

bsoft posted :

said by fiberguy2:

I agree with this... all of this.. well, actually, I don't. Sorry.. just pulling your leg. hah

I fly first class many times so I understand this. I get BETTER service, I get to board the plane FIRST, which is much more predictable than the coach fares. I get better meals, and I get better accommodations. The funny thing is we're all on the same plane and all get there at the same time. Well, actually, no.. I get there a split second sooner than those behind row 4.

I don't have a grudge against first class, but personally (as someone who lives in the Denver area and flies entirely domestically) it's not worth the cost in my book for the 3-4 hours that I'm actually in my seat. I fly Southwest (which doesn't have first class) because they let me sit where I want (because I'm alone I can always avoid getting a middle seat, and I usually get the exit row which has extra legroom). Southwest also lets me change my ticket without paying a fee, they give you credit towards a future flight if you need to cancel, and bags are free (I carry on, but I appreciate not having to contend with everyone else's too-big-should-have-been-checked bags).

Obviously you don't have to contend with a lot of these things when you fly first class. I have been upgraded on occasion, and it's a nice perk. I have also been in a bunch of Red Carpet Clubs, which are also very nice. But the fact is that I just don't spend that much time in airports or on airplanes. More than anything else I want to get there on time, so I can get on with my life.

said by fiberguy2:

This "I don't get it" is typical in a society where people think that everyone has to get the same level of service and that no one is allowed to even buy better service. What does that sound like to you... socialism perhaps?

No one is suggesting that different classes of service are unacceptable. You can pay more and get more channels or faster Internet, and I have no issue with that. I don't have an issue with offering priority support, either.

The problem here is that TWC's marketing implies that being on-time or scheduling appointments at reasonable times are somehow unique to their highest-tier service. I don't know what TWC's "basic" commitment is, but presumably it includes a strong commitment to being on time.

Comcast will credit your bill if they are late, even if you have their cheapest package. They will schedule appointments on Saturday, even if you have their cheapest package. They will schedule an appointment in a 2-hour window, even if you have their cheapest package.

Does TWC only offer that kind of service if you have their signature package? If not, what more do they do if you have their signature package?

said by fiberguy2:

Ever sat at home and wondered when the UPS guy was going to show up and wanting your signature? .. might as well sit at home until 8pm because their time frame is "anytime from 8am until 8pm".. fun huh?

I know my UPS guy and he consistently shows up between 6:30 and 7:00 PM. Not that it matters - when I have missed a shipment, I can pick it up at the UPS facility the same day, even when I haven't requested will-call, and I have done so as late as 11 PM. I have even done this on ground shipments.

That's why I have stuff shipped UPS, by the way.

said by fiberguy2:

It is the intention of ANY company to show up in a timely manner - however, through out the day, if you care to know why the tech shows up late,.. it's usually the OTHER customer's fault in with the stunts that many people pull on the company.. such as not being honest about the number of outlets they ordered in order to have some anger moment to get the company to waive fees, OR, when they aren't at home for the appointment and techs either have to wait around for the customer to be there in 10 minutes, which often turns out to be 30 - or go back later when the customer says "but I was home all day" even though the car in the driveway that is still warm from being driven, is now there when it wasn't before. (You HAVE to love camera phones which catch THAT little lie) ... If these points want to be argues, anyone just has to read this very site to understand that there are many customers with the "i don't give a crap" attitude and play tit for tat.. well, it's those customers that contribute to techs, sometimes, being unable to show up in a timely manner.

No one expects 100% on-time arrival. But techs should not be routinely late. Cable companies should strive to solve or mitigate these sort of problems, and they should set realistic schedules that technicians can meet so that they're not chronically late. Yes, time is money and cable companies are always looking to shave time off appointments. But lying about the amount of time that work actually takes or failing to plan for at least a minimum number of unexpected issues just pisses customers off.

This occurs in software all the time, and it's just as bad there. Managers who plan for the schedule they want rather than a schedule that is actually achievable end up missing all of their deadlines and pissing everyone off. No, you can't plan for everything, and yes, you do miss deadlines no matter what you estimated. But if you are chronically late, it's time to look at whether your schedule was realistic to begin with.

There was a point with Comcast where I called them to reactivate (after a bad DSL experience) at 3 AM, and they not only reinstated my promotional rate, they also sent a technician to pull the trap and had me online by 8 AM that morning.

Maybe TWC doesn't do that. Maybe they don't work their asses off for every customer. Maybe you have to pay $180 to TWC to get the same level of support I pay Comcast $70 for.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 03:19:56 EDT

mob posted : And yet you replied.

me:1
you:0

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 03:14:30 EDT

fiberguy2 posted : That was enlightening, to say the least Are you just trolling? ..or do you have anything specific to add to the discussion?

I'm sorry to tell you, but everything I posted in my very well thought out message (unlike yours) is absolutely the way our society functions, for one.. and as for the part of customers themselves playing a role in late arrivals - for you to not believe that, and, as you say is "shit spewing"... well, then you are clearly clueless and have no idea what you're talking about.

But I understand.. you don't live in a world where reality plays any part of it.. it's all Utopian views and desires that can't be qualified or quantified, right?

Dude, the world you live in is full of Samantha's from Bewitched where a twitch of the nose gives you what ever you want, when you want, and how you want.

Anyway.. moving on...

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 02:54:37 EDT

mob posted : Dude, you're so full of yourself you believe the shit you spew.

Re: Connections Specialist is deployed in a timely manner

Thu, 09 Dec 2010 02:42:53 EDT

fiberguy2 posted : I agree with this... all of this.. well, actually, I don't. Sorry.. just pulling your leg. hah

I fly first class many times so I understand this. I get BETTER service, I get to board the plane FIRST, which is much more predictable than the coach fares. I get better meals, and I get better accommodations. The funny thing is we're all on the same plane and all get there at the same time. Well, actually, no.. I get there a split second sooner than those behind row 4.

This "I don't get it" is typical in a society where people think that everyone has to get the same level of service and that no one is allowed to even buy better service. What does that sound like to you... socialism perhaps? We live in a society of classes. There is no way to deny this or even get around this fact. There is the middle class, upper class, and lower classes of society.

I see nothing wrong with Time Warner offering a level of service that is more personable to those that are willing to pay for the level of service that is not essentially "coach" service. The only way that I'd see an issue with this is if Time Warner was to drastically change their available appointments from the current 2 or 4 hour time frames to an "all day" appointment AND then offered this white glove, top hat service. THEN it would be dubious for them to do... however this isn't the case.

Also, too, as is also blown out of proportion here, (by Karl above) is that they may or may not show up and may or may not show up in the time frames. This is being a bit disingenuous in the "reporting" as usual and singles out a single company when it's a pretty well known fact of life that just about EVERY in home service has time frames, they are usually pretty large windows, and there are always going to be missed appointments and arrival times especially with operations this size. Ever sat at home and wondered when the UPS guy was going to show up and wanting your signature? .. might as well sit at home until 8pm because their time frame is "anytime from 8am until 8pm".. fun huh? Most power companies are also all day.. gas, the same.. to be honest, cable is typically the ones that, of all the home services, DO offer time frames. The only reason Satellite can get away with an 8am or 12 noon arrival time is because you can be certain that it takes about 4 hours to install service, period.

But, also to what you said in regards to "Receiving better customer service when paying a higher rate is one thing. But having someone show up in a timely manner is not an "extra" level of service, it should be the bare minimum." What exactly do you consider customer service? Customer service is every piece of interaction between the business and the customer. I'm sorry, but your statement doesn't make sense. It is the intention of ANY company to show up in a timely manner - however, through out the day, if you care to know why the tech shows up late,.. it's usually the OTHER customer's fault in with the stunts that many people pull on the company.. such as not being honest about the number of outlets they ordered in order to have some anger moment to get the company to waive fees, OR, when they aren't at home for the appointment and techs either have to wait around for the customer to be there in 10 minutes, which often turns out to be 30 - or go back later when the customer says "but I was home all day" even though the car in the driveway that is still warm from being driven, is now there when it wasn't before. (You HAVE to love camera phones which catch THAT little lie) ... If these points want to be argues, anyone just has to read this very site to understand that there are many customers with the "i don't give a crap" attitude and play tit for tat.. well, it's those customers that contribute to techs, sometimes, being unable to show up in a timely manner.

There isn't anything wrong with Time Warner charging a premium for a dedicated level of service. This is no different than paying into a rental car's program to be able to chose the exact car you want while everyone else gets issues what ever is available in that class. People are trying to villainize the cable company here for doing the same thing.

Re: Connections Specialist is deployed in a timely manner

Wed, 08 Dec 2010 23:40:08 EDT

Camelot One posted :

said by nukscull :

said by Camelot One:

I get a laugh every time I see this pointed out. It should be a given, on any service they offer. The fact that they have to advertise it for the white glove, top tier speaks volumes about their complete lack of customer service.

So you really don't know of any other company that if you pay them a fee for better service that they will give you better service than the people that don't pay the extra cost?

Many service companies do this. Singling out one company and finding it funny seems very childish.

TWC is no saint for sure. But don't act like they invented this.

I think you missed the point. Receiving better customer service when paying a higher rate is one thing. But having someone show up in a timely manner is not an "extra" level of service, it should be the bare minimum.
Pointing out that you don't even bother meeting that minimum for anyone but white glove customers, and being proud of it, is the amusing part.

Re: Connections Specialist is deployed in a timely manner

Wed, 08 Dec 2010 22:27:22 EDT

anon posted :

said by Camelot One:

Re: Connections Specialist is deployed in a timely manner

Wed, 08 Dec 2010 20:16:49 EDT

AMDUSER posted : Karl,

Could you ask a higher up Time Warner Cable rep if they could fix the error on their WI website... (Right below the signup for RoadRunner button) »www.timewarnercable.com/ ··· drunner/
[Or upgrade the speed locally. ;) ]

It says that the standard service is 10 Meg.. but it's 7 Meg in Milwaukee, WI. I've tried having a residental / and business reps take care of it. [It has been on the site for a couple years already.]

Re: Connections Specialist is deployed in a timely manner

Wed, 08 Dec 2010 18:47:39 EDT

Karl Bode posted : I find it amusing too (which is probably why I point it out repeatedly). Were there sustained, relentless competition in the broadband space, the 4-8 hour "we may show up or we may not" install windows would have been obliterated years ago.

Connections Specialist is deployed in a timely manner

Wed, 08 Dec 2010 18:44:18 EDT

Camelot One posted : I get a laugh every time I see this pointed out. It should be a given, on any service they offer. The fact that they have to advertise it for the white glove, top tier speaks volumes about their complete lack of customer service.
--
Intel Q6600 @3400Mhz/GA-EP35-DS3P/4x 2048Mb G.Skill/WD Raptor 300Gb/3x WD20EADS 2TB/2x PNY GTX 260/Silverstone 850W/Custom water cooler/Antec Twelve-Hundred