Wills
join:2001-01-03
Port Charlotte, FL
| It goes a little deeper that this.
The biggest thing I hate, is calling tech support, and getting a guy that knows what he's doing, but refuses to listen to what I say.
SprintDSL has some great tech support in comparison to most. But my main gripe with them is that I call after doing hours of troubleshooting, I can clearly see that the problem is on their end, roughly where it exists, and probably what is happening, only to be ignored by the tech support guy.
This past slowdown of DSL in SW Florida is a great example. I called after doing numerous speed tests to different servers on Sprints network. I called tech support various times telling them my speeds are great local, but when I go north of Orlando, Florida, the speeds drop off to just this side of dial up.
It finally took someone from these boards, inside Sprint, to get the ball rolling. If it wasn't for that one person, we'd still have slow speeds in this area.
They need to wake up and recognize when they have knowlegable people with a problem and take their recommendation with at least a grain of salt. I don't expect them to roll out trucks because I said there is a problem, but when I go through the trouble of solidly identifying a bottleneck, they should at least look into it better than they did to begin with.
Especially when it's something that can be replicated and verified on their end in a matter of seconds.
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I have a shaved head, a goatee, and tatoos. Don't you realize the rules don't apply to me. |
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sharksfan3
Premium
join:2004-02-16
Poughkeepsie, NY
 ·Verizon Wireless B..
 ·Optimum Voice
 ·Optimum Online
·Time Warner VOIP
·RoadRunner Cable
| Agreed. I hate it when there are local network issues and tech support blames my equipment, or claims that everything is fine. I once had a third tier Time Warner rep tell me that 50% packet loss is normal. Granted my voIP hardware wouldn't stay connected, I couldn't connect to game servers, and webpages took years to load... What if I paid 50% of my bill and called it normal? |
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Jason Levine
Premium
join:2001-07-13
USA
| reply to Wills
Having done tech support in the past (and in the present if you consider the support I do at work for my applications), one of the first things you learn is to question everything that the user tells you happened. Most users either forget crucial details (no I didn't install anything new -- except for that free screensaver application) or are too intent on blaming you to go through basic support procedures (I don't need to check my system, the slowdown is obviously something you did wrong). That's why, whenever I call tech support, I try to be patient with them. I realize that 99 out of 100 users that they encounter aren't as knowledgeable as I am and it is hard from a brief phone conversation to tell whether I'm a knowledgeable user or a clueless user who knows some terminology (aka "Knows Just Enough To Be Dangerous).
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-Jason Levine
http://www.jasons-toolbox.com/
http://www.PCQandA.com/
http://www.urateit.com/ |
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drkkgt
Boo
Premium
join:2003-08-26
Whittier, CA
| Also
Centralize it or give me easy access to the numbers for different departments or areas. Don't give me one number who tells me I need to call another number, who then tells me I need to call my local office, which isn't listed anywhere, and they need to connect me to sales to get that number.
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"A computer lets you make more mistakes faster than any invention in human history - with the possible exceptions of handguns and tequila."-Mitch Ratliffe |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
·Sprint Mobile Broa..
·Comcast
|  Poor customer service biggest ISP failing
This area is probably the biggest failing in the broadband arena. ISP's should be spending the largest percentage of their expenses in this area instead of in marketing. If an ISP had an excellent customer service department and excellent network operations staff, marketing costs could be lowered because word of mouth and favorable reviews would drive new business to them. As it is, customer turnover is high because the ISP's do such a poor job of providing helpful and quick customer support.
--
My Web Page
My Blog
Join Red Room Forum |
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Freezone
join:2000-09-29
Southfield, MI | reply to sharksfan3
Re: It goes a little deeper that this.
Empty your browser cache  |
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rawgerz
In Debt we trust
Premium
join:2004-10-03
Grove City, PA
 ·Verizon Online DSL
·Sprint Mobile Broa..
| reply to TKJunkMail
Re: Poor customer service biggest ISP failing
yeah really i call verizon about their dsl and im on hold for 20 minutes! its verizon for god sakes they have money pouring out but refuse to get 3x the tech sup staff?
the Best tech support ive found is on msn dialup.. the guy understood what i wanted thats rare sometimes..
hahaha i like that 50% packetloss is normal only in America!
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Read this! |
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sharksfan3
Premium
join:2004-02-16
Poughkeepsie, NY
·Verizon Wireless B..
·Optimum Voice
·Optimum Online
·Time Warner VOIP
·RoadRunner Cable
| reply to Freezone
Re: It goes a little deeper that this.
said by Freezone  :Empty your browser cache LOL... the rep said that might be the problem |
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basket case
Premium
join:2005-02-28
right here?
| ditto!!
i for one agree with the script reading problem. i do not need some one telling me to do things that i have already tried to no evail. when i do call tech support (wich is rarely), it will require at least leval 2 tech or higher. i think they should just do away with leval 1 tech's all together or at the very least have them take an exam to prove there knowledge before hireing them. it is no fun talking to some one about an issue when you know more about computers than the so called tech  |
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exocet_cm
In memory of dadkins
Premium
join:2003-03-23
New Orleans, LA
clubs:  
·Cox HSI
·Suddenlink
·Cingular Wireless
·AT&T Southeast
·Charter Pipeline
| reply to sharksfan3
Re: It goes a little deeper that this.
"Have you ran disk defragmenter?" (when calling tech support about my TCP/IP settings)
The ONLY tech support people that I actually approve of, and care for is the xbox tech support. So far they have been the most helpful, even made a few XBL friends by calling tech support
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I know that God is real, but I don't think He created this vast universe just for us.
Seti@Home & Seti@Boinc |
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djrobx
join:2000-05-31
Valencia, CA
·PHONE POWER
 ·AT&T U-Verse
·AT&T CallVantage
·Time Warner VOIP
·RoadRunner Cable
1 edit | reply to Jason Levine
That's why they need to take email support more seriously.
It's very difficult to communicate in-depth technical details to a first level tech support person that doesn't have the necessary knowledge to handle it. Things like routing problems and packet loss are much better described in an email with traceroutes and ping plotter graphs. Unfortunately most emails are greeted with an automated response or just end up in the circular file. If the first "level" email support doesn't understand the contents, he or she can simply forward it on to someone who does.
-- Rob
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\\ROB - a part of the SCB local network |
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clevere1
Premium
join:2002-01-06
Vancouver, WA
·Qwest.net
| reply to basket case
Re: ditto!!
said by basket case :i for one agree with the script reading problem. i do not need some one telling me to do things that i have already tried to no evail. when i do call tech support (wich is rarely), it will require at least leval 2 tech or higher. i think they should just do away with leval 1 tech's all together or at the very least have them take an exam to prove there knowledge before hireing them. it is no fun talking to some one about an issue when you know more about computers than the so called tech You know, about doing Tech support for a number of years, I can tell you straight up, the tech needs to first figure out what the heck is going on. Even if you don't think the questions are relevant, they very well could be.
I get customers all the time that tell me "I've already done that", but when we go and do that exact same thing, it normally works. (Mind you, I am not in ISP tech support).
--
I picked up a Magic 8-Ball the other day and it said 'Outlook not so good'. I said 'Sure, but Microsoft still ships it.' |
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DMWCincy
join:2004-04-27
Fairfield, OH
| reply to basket case
said by basket case :i for one agree with the script reading problem. i do not need some one telling me to do things that i have already tried to no evail. when i do call tech support (wich is rarely), it will require at least leval 2 tech or higher. i think they should just do away with leval 1 tech's all together or at the very least have them take an exam to prove there knowledge before hireing them. it is no fun talking to some one about an issue when you know more about computers than the so called tech But if they pass a test, then you have to pay them more. If you pay them more you lose more of your bottom line... |
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oherra
join:2002-04-09
Blackshear, GA
·Vonage
| reply to Jason Levine
Re: It goes a little deeper that this.
I currently work as the customer support division supervisor for a regional provider and have to agree with everything you said.
Once in a while, we manage to catch on to the fact that a user is very knowledgeable and if we do we do our best to run with what they are telling us. However the vast majority of the time we are dealing with individuals who either fail to give us key bits of information or insist that the problem is our fault. Spyware spyware is currently the biggest reason we see people calling in who are unable to surf. It's a tough position to be in, but in most cases we have to start at such a basic level, that it's hard for us to come out of that mode when we do get someone who happens to be well versed in troubleshooting.
That said, when a user calls in and mentions buzzwords like trace route or ping, I'm much more inclined to step back and listen to them. Also, being nice helps! We're lucky, most of our customers are nice, and the nice ones get a whole lot more out of us than the ones who call in screaming.
When I have to call company's support line, I try to be very patient with them, but often I happen to mention that I have done support call center work, or that I'm a bit more knowledgeable than the average Joe and usually this helps. |
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xirian
Premium
join:2003-01-26
Beacon, NY
| reply to rawgerz
Re: Poor customer service biggest ISP failing
said by rawgerz :yeah really i call verizon about their dsl and im on hold for 20 minutes! its verizon for god sakes they have money pouring out but refuse to get 3x the tech sup staff? the Best tech support ive found is on msn dialup.. the guy understood what i wanted thats rare sometimes.. hahaha i like that 50% packetloss is normal only in America! I guess im lucky, the only time Ive ever been on hold for a long time was optimum online. When the craptastic setup cd for verizon wasnt working, I got a rep within a few seconds of saying "let me talk to a representative" or something like that (something that the voice prompts didnt tell you to do and instead tried to frustrate you). She went in remote desktop and set it up for me (and couldnt find my start menu because of my windows theme). |
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Sean
join:2004-01-23
Ottawa
·Bell Sympatico
| Fundamental flaw of society.
quote:
Do you pay your network architects and your customer support executives, as much as your top marketing executives?
That is a fundamental flaw in our society. To each according to his ability is apparently no longer a valid way of life.
Fat ass folk that know how to extort the customer get paid a few million a year, while a talented person who is the mind behind providing a few hundred thousand people with internet access gets paid maybe $60K if he's lucky. |
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jwersan
R.I.P. Mom, Brian, Ziggy, and Max.
Premium
join:2004-12-20
Port Jefferson Station, NY
clubs:
·Optimum Online
| reply to basket case
The customer is ALWAYS right.
Every place I have ever dealt with has forgotten this golden rule, "The customer is always right" and by this I mean that if they are calling you, they are having a problem, regardless of where it exists. I hate when I get on the phone, and EXPLAIN my situation, to the extent that any half brain-dead person should get that I have a clue, and I am treated like a drooling idiot. OOL's standard first request is "remove your router", why is this their first request ALL THE @^%#^@%#^%@ TIME!!!!!
My favorite example happened recently, I was by the OOL walk-in center, I went in because I was having trouble with the cable modem DIEING all the time, requiring a HARD reset. I asked the lady behind the counter if she could check my cable modem to see if it was functioning, or put in a request to have tech support take a look at it remotely. Nothing, all she would say was "bring in your modem and we will swap it"
This is providing support??
I do support for a living, I know who the idiots are, yet I still listen to what they say, because that will always point me to the problem, be it with a system or "between the keyboard and the chair" |
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needforspeed59
Cruise Ship Just Passing Through
join:2001-05-02
Glendale, AZ
| reply to basket case
Re: ditto!!
said by basket case :i for one agree with the script reading problem. i do not need some one telling me to do things that i have already tried to no evail. when i do call tech support (wich is rarely), it will require at least leval 2 tech or higher. i think they should just do away with leval 1 tech's all together or at the very least have them take an exam to prove there knowledge before hireing them. it is no fun talking to some one about an issue when you know more about computers than the so called tech The tier 1 resp probably handle and clear 98% of the calls to the customer's satisfaction. They don't get paid like tier 2 reps that handle fewer and longer calls. What would be cool is if the phone system recoginized your incoming call automatically or by you inputing the number and then route you based on if you have called in recently. Maybe ask if you have an open ticket number that you can enter and then route you right to level 2.
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Of all the people I know... you're one of them. |
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insomniac
Oh Yeah
Premium
join:2002-09-22
Naperville, IL
clubs:
·AT&T Midwest
| Here's a gripe...
A "reverse countdown" is counting from 1 to 10. This is just a countdown.
I'm not normally one to nitpick, but this isn't a difficult concept.
--
If everything seems to be going well, you've obviously overlooked something. |
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jwersan
R.I.P. Mom, Brian, Ziggy, and Max.
Premium
join:2004-12-20
Port Jefferson Station, NY
clubs:
·Optimum Online
| reply to Sean
Re: Fundamental flaw of society.
said by Sean :Fat ass folk that know how to extort the customer get paid a few million a year, while a talented person who is the mind behind providing a few hundred thousand people with internet access gets paid maybe $60K if he's lucky. I am in the same boat, I saved my company, in one month, $250,000. This is a MONTHLY savings, that they did not have to pay. Did I even see .001% of the yearly savings in my bonus??? (That works out to $3,000,000 a year)
No!
I was told that this was a "bad year, and money was tight" |
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