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AZwldcats
Ummm That's Right
join:2001-02-20
Tucson, AZ
clubs:
| reply to sirghost
Re: [AZ] cox phone support sucks!!!
You also need to remember that proabably 99% of the callers know nothing about PC's, Most probably infected with spyware/viruses, and call in for everything.
And I bet the script works A LOT of the time.
THe vast majority of people that know about PC's don't call in.
Also, remember your tone when you talk to them. As soon as you begin on a rant most are going to tune you out and not be willing to help as much.
Especially when you start ranting a router in the neighborhood is down, There are no routers in the neighborhood...... | |
bbeesley
VIP
join:2003-08-07
Henderson, NV
| said by AZwldcats  :And I bet the script works A LOT of the time. Yep....our folks run through those steps because the majority of the time they are able to identify and resolve the issue more quickly.
At any rate, the best troubleshooting is done methodically, step by step, eliminating the obvious until you are left with the only possible solution....this is why they are trained as they are.
said by AZwldcats :Also, remember your tone when you talk to them. As soon as you begin on a rant most are going to tune you out and not be willing to help as much. I used to have supervisor way back in the day that continually reminded me that you catch more flies with honey than vinegar.
I know it is sometimes hard to be patient while the technician runs through the troubleshooting steps - nobody likes to be without service, myself included - but I too call our call center when I notice an outage and even though I could 'bypass' the steps, I always let them run through their process because letting the run through their checks really is the fastest way to get it resolved.
Just keep in mind that the person on the other end of the line genuinely wants to help and fix the issue....give 'em a chance, you just might be surprised. | |
BinRoanoke
join:2008-06-19
Roanoke, VA
| reply to AZwldcats
said by AZwldcats :THe vast majority of people that know about PC's don't call in.
No, I use chat. Even then it depends on what time of day you try to get to someone in chat support as to the level of quality you're going to get. As I pointed out in some other thread (I think my thread about my issue), that person could not for the life of them understand that I did not want them to troubleshoot anything, that I only wanted them to tell me what the log file said. Since I have a WebSTAR, I'm prevented from viewing the log page. All I can get is a summary of my power levels and my firmware version.
You may be right, that perhaps *right now* a lot of people are unfamiliar with technology, but as time goes on, more people will become more tech saavy. There are still large numbers of older people (60+) who did not grow up with the technology that we have today. I had a chuckle with what my Mom was saying to a friend of hers, that when she tried to go to a web page it said that it was not available and perhaps it meant that it wasn't available from this area. I figure someone gave the wrong URL to her, and all that needs to be done is to go out to Google and search for the organization. The people that are technologically impaired won't be adaptive enough to know to do that unless they're shown several times (typically).
Another example was my Dad. The other night he beckoned me to help him get this message off the screen. It was a box that said that a reboot was needed and it had an OK button. He knows how to run an offset press, but that OK button just confused him something awful.
Anyway, the "warm body and a script" approach will not be acceptable for too much longer. To contrast against something, would you accept this type of conversation:
CSR: "Mega-Electric Company, how may I help you?"
You: "My power is out."
CSR: "Do you have a circuit breaker or a fuse box?"
You: "I have a circuit breaker."
CSR: "Have you checked for tripped circuits?"
You: "The power is out in the whole house."
CSR: "Please check to see if there are tripped circuits. You can identify a tripped circuit by some red showing up beside the switch or the switch indented in towards off."
You: "It is very unlikely that all circuits would trip at once."
CSR: "Please check for tripped circuits."
You: "I've switched the main off and back on and it made no change."
CSR: "That is because you may have tripped circuits."
You: "Look, I've already checked for that, and besides, all circuits tripping at one time is highly unlikely."
CSR: "Please check for tripped circuits and when you have done so, please contact us again. Thank you."
That is essentially what happened to me two times when I contacted Cox via chat support, where "checking for tripped circuits" equates to "disconnect your router and go straight from the modem and reboot". The two reps here on this forum, one person from chat support, and the field technician did not ask me to disconnect the router and go straight from the modem. The field tech replaced the line from the pole/tap to the grounding block, changed out the grounding block, replaced my modem, and referred the issue on to plant maintenance just to be sure. Things are much better, but I'm still giving it a few more days to declare the problem solved, but in all of that, I have never hooked my computer up directly to the modem. It wasn't a router issue, and that's where this person is right, that dealing with script readers who *ALSO* don't understand about computers / routers / modems is *VERY* frustrating when you run into them and you know the problem is not something your can control...that they need to do something, but they refuse to go beyond the script...
So, why not just follow the script? Time is money. I might do something once, but if I have to do it over and over and over, I get itchy, and rightfully so, IMO...
Anyway, support does need to be better. There are some good folks, but quite a few inexperienced reps as well... | |
lambition
join:2004-08-26
Centreville, VA
| You can access log on Webstar modem.
Goto
»192.168.100.1/_aslvl.asp
and change access level to "Access Level 2" and enter "W2402" for password.
Return to main page, then goto the log. (the modem automatically changes back to Level 1 in about 5 min. so you will have to do it every time.) | |
magicjimmy
join:2006-03-23
Tucson, AZ
 ·Cox HSI
 ·Sprint Mobile Broa..
| said by lambition :You can access log on Webstar modem. Goto » 192.168.100.1/_aslvl.aspand change access level to "Access Level 2" and enter "W2402" for password. Return to main page, then goto the log. (the modem automatically changes back to Level 1 in about 5 min. so you will have to do it every time.) SWEET!!! About time somebody busted out the goodies for us Webstar users!!!
Thanks lambition!!!
--
...I'll go back in my cave now... | |
dg2
Premium
join:2004-01-22
Lowell, AR
·Cox HSI
| reply to BinRoanoke
Re: [AZ] cox phone support sucks!!!
said by BinRoanoke :Anyway, the "warm body and a script" approach will not be acceptable for too much longer. To contrast against something, would you accept this type of conversation: CSR: "Mega-Electric Company, how may I help you?" You: "My power is out." ... CSR: "That is because you may have tripped circuits." You: "Look, I've already checked for that, and besides, all circuits tripping at one time is highly unlikely." CSR: "Please check for tripped circuits and when you have done so, please contact us again. Thank you." Funny you should mention that, because I had a similar conversation one night with the local electric cooperative. The same 30 houses would lose power about 4 times a year. The voice on the phone told me it was because the wiring in my house was bad. Turns out they had a defective buried conductor that kept burning itself out. Once they replaced that, the wiring in my house was fine.  | |
maxpower
join:2006-10-09
Providence, RI
| I always wondered about how the electric company did things. Ive read some stories on here about them requiring that you have to pay for an electrician to come verify all your wiring and verify the problem at the meter before they will even try to help you. Luckily I have never had trouble with my electric co. | |
dg2
Premium
join:2004-01-22
Lowell, AR | One would think that it would be obvious - when the power goes out to three blocks all at once, and four times a year - that individual wiring is not likely to be the problem. | |
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