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I'm not talking about the people I talk to, but about Comcast itself. They're the ones that'll give you used, known defective equipment. They're the ones who have pathetic network availability. They're the ones that outsourced their call centers, knowing exactly what sort of experience it'd give to their customers.|
Originally Posted by The Grim Heaper
No (well, maybe), it's the call center guys who hate you.
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And I will never be a customer of theirs again.
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Originally Posted by ShadowNate
;_; ?!?! What the heck is wrong with you, my god, I have never been so confused in my life!
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All of this is sounding way too familiar... I had Insight for almost 10 years until Comcast bought out my area a couple of years ago. Since that time I've had things slowly get unstable, just like they were allowing the network components to decay and not replacing old components. Now it's not uncommon for the internet to drop out 1-2 times a day for up to 20 minutes at a stretch. When it was Insight I had 4 outages I can remember in 10 YEARS, not 2 outages each DAY. Naturally the TV service is fine.|
Originally Posted by Kitsune Knight
I'm not talking about the people I talk to, but about Comcast itself. They're the ones that'll give you used, known defective equipment. They're the ones who have pathetic network availability. They're the ones that outsourced their call centers, knowing exactly what sort of experience it'd give to their customers.
And I will never be a customer of theirs again. |
I passed on switching to Verizon DSL because their speeds were about half of the cable modem service but as unreliable as Comcast is getting I'm having second thoughts. I'll take a 10 Mbs connection that's reliable over a 25 Mbs connection that flakes out.
COH has just been murdered by NCSoft. http://www.change.org/petitions/ncso...city-of-heroes
I'm with Kitsune on this one. I've worked on a few different tech support desks over the last 3 and a half years, and most of the time the call-centre staff themselves are helpful - but get screwed over by company-wide decisions. The call-centre itself being outsourced is a common one - the poor guys over in India, the Phillippines or wherever else are not only pulling night shifts to cover the phones in US daytime hours, but they're doing so with limited information - the same cost-cutting that put the call-centre abroad also means that call-centre is more often than not out of the loop with known problems.
Meanwhile, the fat cats back in the boardroom are sitting there sipping their Pina Coladas patting themselves on the back for doing such a good job cutting budget this year. 
...anyway. I digress.
I know the issue's fixed now - but after one or two evenings of trying to fix this myself, I would have got in touch with someone who wouldn't mind me borrowing a PC to test it out with - a second PC I could install CoH to try and use on the same connection. If that fails too, it's almost guaranteed your own PC is not at fault, and can be used as weight in any conversation with the ISP.
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"Hard pressed on my right. My centre is yielding. Impossible to manoeuvre. Situation excellent. I am attacking." - General Ferdinand Foch
PS it's doing it again...
Im really hating comcast now
JJ
I delete more 50s, then you'll ever have.
http://www.pandora.com/people/jjdemon
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I'm with ya, brother. Comcast is probably the worst company I've ever had to deal with. Last time we were having trouble with them, my girlfriend and I were on the phone with customer service at EXACTLY the same time, and were getting told that we had two completely different service packages for different prices. Good work, Comcast!
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Originally Posted by JJDrakken
PS it's doing it again...
Im really hating comcast now JJ |
Let me never fall into the vulgar mistake of dreaming that I am persecuted whenever I am contradicted.
~Ralph Waldo Emerson
"I was just the one with the most unsolicited sombrero." - Traegus
No sense giving my thoughts if the problem is solved. Now go play!
"Most people that have no idea what they are doing have no idea that they don't know what they are doing." - John Cleese
@Ukase
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Um... There's also a call center in Florida. I was with them way back when they were Software Support, then Maatrix Marketing, then Convergys. |
Originally Posted by The Grim Heaper
No (well, maybe), it's the call center guys who hate you. Comcast outsourced their call center to Convergys, who, up until somewhat recently - had the call center in Winnipeg, and employed several of my friends. Things like getting people to do these useless things is in the script they're given. And if a supervisor is listening in and they are using brain power instead of a script... well...
And heaven help you if you get Pikachu, the tech support agent.  |
The problems with some (SOME) third party places like that?
- The techs get bonuses for volume. Yeah. I fixed problems. My calls also took longer, so I got paid *less.* Doesn't help I was often fixing something a script-user screwed up. Competence and actually wanting to *fix* a problem isn't rewarded.
- They're limited on time. 10-15 minutes per call. More than that and they get supervisors breathing down their necks, threats about jobs, etc. (Not saying Convergys in particular, just the way some are.)
- They're not *given* information. Some of the T2s and supervisors may have a contact with the client company - but they often aren't going to *have* outage information. Or open enough 'net connections they can look for themselves. (It's just as much fun when supporting software. "Version what? There is no version that... released three days ago and on the site, huh?")
You *can* get good third party support - working for one now, the company doesn't care if I spend 2 hours on a call (they'd prefer shorter, of course) as long as it's fixed. But the meatgrinder 3rd party ones... eesh.
ISP-wise, I've had better luck with Comcast in my area than I did with Embarq. Comcast has put in new lines, and actually given me information and actually *checked* things. Embarq? Every problem seemed to result in "Well, have a new modem." I think I have 3-4 of them boxed up still.
Comcast hates you.
And heaven help you if you get Pikachu, the tech support agent.
"My inner mind has become a reality-cracking overgod. He torments me! Help!"