Topic 'Re: Banned from Clear's Support Forum.' in forum 'Clearwire' - dslreports.com

Re: Banned from Clear's Support Forum.

Thu, 15 Sep 2011 08:44:15 EDT

anon posted : I have simular problems, I am in the Atlanta area (Tucker, GA.)
Right next to the Clear Tower. I unplug the modem and re-boot.
I then get internet, after 20 minutes or so it get extreme slow or disconnects. They sent me a new modem for (9.95) and I still have the same problem. Most of the tech support people I get are off-shore and they are not to dedicated to resolve issues, just get rid of you doing the same trouble shooting over and over until you get tired. I have had this problem going on 2 weeks. If you people from Clear really read this, resolve this problem which I belive it has to do with throttling.

Re: Banned from Clear's Support Forum.

Mon, 12 Sep 2011 07:54:58 EDT

cork1958 posted :

said by mikalares:

Sorry guys, but the automated system is just wishful thinking. Here's the content of my email from them:

This topic has been removed from CLEAR: Outage in zip 41018

Topics can be removed by community moderators if they contain inappropriate content or private information. This was the reason given in this case:

CLEAR: "removed due to spamming multiple threads with same issue."

If you disagree with this change, you can dispute it here.

One of their moderators had to put that 'reason' in an automated system wouldn't be able to do that.

I plan on calling them and giving them an earful and a half on Monday, when hopefully I can request to speak to someone that actually speaks English. This is just ridiculous. I know it might sound petty to some, but to me it's insulting and I don't pay money to a company to be insulted.

Yes,
To some it may seem petty, but to me it would the principle of the matter. Besides, it would definitely make me feel better giving them a piece of my mind!! :p :mad:
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Re: Banned from Clear's Support Forum.

Mon, 12 Sep 2011 05:34:45 EDT

mikalares posted : The moderators in this community have deemed your behavior inconsistent with Get Satisfaction's Community Guidelines and have suspended your participation privileges because of Spam. They have also included this message: suspended temporarily for spamming the multiple threads with same issue. Your issue was addressed and you were advised to call in and troubleshoot the issue. call 888-888-3113 If you would like to engage in a private discussion with the company regarding your participation status, please contact them at clearwire.support@clearwire.com.

Still banned with the previous message at the top of the forum page. Of course no one at that email address bothers to give me an answer. So, as you can see, it was 'automated' it was a decision made by one of their self righteous, sanctimonious moderators. They never addressed my second issue: When will the outage in my area be fixed? It was a simple question.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 23:36:44 EDT

anon posted : Make sure you file a complaint with the BB.org that way its documented.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 22:44:52 EDT

mikalares posted : Sorry guys, but the automated system is just wishful thinking. Here's the content of my email from them:

This topic has been removed from CLEAR: Outage in zip 41018

Topics can be removed by community moderators if they contain inappropriate content or private information. This was the reason given in this case:

CLEAR: "removed due to spamming multiple threads with same issue."

If you disagree with this change, you can dispute it here.

One of their moderators had to put that 'reason' in an automated system wouldn't be able to do that.

I plan on calling them and giving them an earful and a half on Monday, when hopefully I can request to speak to someone that actually speaks English. This is just ridiculous. I know it might sound petty to some, but to me it's insulting and I don't pay money to a company to be insulted.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 22:22:23 EDT

doofmaczemy posted : cork1958, yes.
You are right, but useless for customers only. To the outside observer, more like HAL 9000 or an android capable of repeating the same answer over and over again in order to buy time.

Oh wait, some customer service? Just program, copy, n' paste pre-scripted words that are somehow reminiscent of empathy. Then, see how long you can get away it with before the angry phonecalls start rolling in.

By that time you can just go out of business and start a new one under a different name.
LMAO :huh:

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 21:23:06 EDT

cork1958 posted : Personally,
I'd be on the phone to Clear and giving them a big piece of my mind whilst ranting like a mad man and then say "there now ban me you idiots!!"

Sounds like about as totally useless as it can be forum, to me.
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Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 21:17:48 EDT

doofmaczemy posted : PX Eliezer.

I'm not the moderator of this forum, but I don't think the poster is ready to accept his fate in the Clear "customer service forums" as being what you call 'fully automated'. You might want to give him a chance to respond in THIS forum, instead.

Maybe you recognize as well as I that it's more often than not a waste of time to be sending out a bunch of IM's and emails for the purposes of better customer service.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 20:16:40 EDT

PX Eliezer704 posted : I understand why you would take umbrage, but it is almost certainly an automated process, nothing personal.

Their forum is not a general forum where you might start a thread on the Chicago Cubs at noon, then start a thread on Rick Perry at 12:30.

Rather, their forum has a narrow focus.

And so their software is probably written to presume that anyone who starts two topics in the same hour (or maybe same day?) is a spammer. And that's not an unreasonable assumption---it's probably true most of the time.

I've seen many forums that have been spammed to death and are totally useless....

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 16:17:15 EDT

xrayman posted : mikalares, A second posting 45 minutes later getting banded sounds to me like a spam filter. Could be you are allowed only one new posting each day. I have seen may negative postings on the Clear forum that were not deleted. I am not defending the Clear forum in any shape or manner. I don't trust company operated forums. Sometimes company forums will review and delete postings that are negative to their products, your posting is directed to the circular byte bucket.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 15:43:49 EDT

doofmaczemy posted : Mikalares,
I'm all for your cause against Clear (Their very existence gives me bad vibes, too), but it sounds like, based on your story, you use 75% email and chat and then maybe 25% phone. I advise you to "up the ante" and reverse your approach... use 75% phone support and 25% email/ chat, but also demand *every time you call* to escalate your issue to a higher level, or just ask to speak to a supervisor... anyone will answer that phone, but it's hierarchy and not just anyone complaining is going to get attention.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 15:35:01 EDT

doofmaczemy posted : yup.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 14:17:50 EDT

mikalares posted : They marked my first thread as solved without answering my question. The second one was started a good 45 minutes later. I hardly consider that 'spam'. I'm just amazed at how they dismiss their customers' concerns the way they do.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 14:16:11 EDT

mikalares posted : The first thread is here:

»forums.clear.com/clearco ··· to_tower

Notice how they marked it solved when it wasn't?

I called in like they told me to. Tech support that time around told me that there was no outage in my area so now I'm getting a new and unnecessary modem on Monday and have to be arsed with sending the old one that still works back.

About an hour later, I find out that there is, indeed, still an outage in my area, so I go back to the forum and start a new thread titled: Outage in 41018 with one question: When can I expect this outage to be fixed?

Nothing rude at all. I get an email stating my second thread has been deleted for 'spam'. This is after they marked my first thread solved without answering my last question. When I tried to reply on the first thread after the second was deleted, it wouldn't let me and told me I was banned. I'm still banned today. I have made some complaints on the forum, a few and they've been few and far between. I've said many good things as well. If you look at my post history you can see I am far from being a 'spammer'.

I'm sorely disappointed and I haven't received a reply back from the following email to the email address my ban notice told me to contact:

I am offended beyond belief that I was banned from your forum for asking legitimate questions. This morning my home modem disconnected from the tower and would not reconnect. I posted to the forum and then engaged in a chat troubleshooting session with one of your techs. They told me there was no outage. Then they proceeded to process a replacement home modem. When my son came home and I found our mobile device wasn't working either, I called and found out there IS an outage in the area. I posted to the forum again asking when I could expect this outage to be addressed and got BANNED for SPAM? Please.. resolve this issue and someone tell me when I can expect my service to be restored.

My service has since been restored, but I'm still banned from posting to the forums. Unbelievable that they treat paying customers this way.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 14:12:43 EDT

CptGemini posted : Just an assumption but they probably thought creating two threads so soon from each other spam. I would of just posted in the same one. I have been bit***d at before for some stuff similar to that.

Re: Banned from Clear's Support Forum.

Sun, 11 Sep 2011 14:08:16 EDT

doofmaczemy posted : Wow, are you serious? What were the exact words in the email sent you? Did you use any foul language? Will you be given a second chance? I find it hard to believe there is any kind of censorship going on in the Clear forums, considering that you are a paying customer and "the goose is loose" in regards to Clear.

Banned from Clear's Support Forum.

Sun, 11 Sep 2011 10:15:49 EDT

mikalares posted : Anyone that's seen my few posts here know that I've always given Clear the benefit of the doubt, but I have to say I'm appalled by my most recent interaction with them.

Recently my internet went down and my home modem would not reconnect to the tower. I posted on their support forum about this. I was told that there had been a previous outage in my area and that I should restart my modem and if the issue continued I should call.

Restart, no fix, call.

I'm told that there isn't an outage in my area so they arrange to send me a new modem.

A little while later:

I find out there IS an outage in my area and I log on to the forum again to post a new thread asking when they thought the outage would be fixed. Two different questions, right?

Few moments later I get an email, my second thread was deleted for being spam and I've been 'temporarily banned' from their forum for spamming it. Spamming it, with two questions? I was not rude or insulting in any way in either thread, I simply wanted answers to my questions. What was I thinking? Asking for SUPPORT on a SUPPORT forum?

My experiences with speeds have been up and down, but tolerable. However this might be the reason I wind up dumping Clear after all. To say the least, as a paying customer, I am insulted.