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dg2
Premium
join:2004-01-22
Lowell, AR
 ·Cox HSI
edit:
June 25th, @04:37PM
| reply to sirghost
Re: [AZ] cox phone support sucks!!!
It's not necessarily a bias against anything other than XP. I've called in with plant issues, and been told I needed to reinstall XP. Needless to say I didn't, but waited three days and my problem mysteriously cleared itself away - about the time the Cox truck left that pole-mounted box down the street (right next to the utility construction site).
I realize they're fighting something of an uphill battle, but it might be helpful if the support folks were able to have a little more flexibility. Scripting (or allowing) them to declare that all problems require an OS re-install isn't really fair to them or to the customer. Occasionally you run across an end user that knows what he's doing, hidden amongst the ID10Ts.  | |
robertfl
Premium
join:2005-10-10
Mary Esther, FL
 ·Cox VOIP
·Cox HSI
| your tier 1 support needs to be better trained. not all problems are operating system related.
but at the same time, a lot of people are stupid.. very stupid when it comes to how to run an operating system.
and answers like "reinstall xp" are totally unacceptable.
i've spoken to some tier 1 people who sounded like they know what they are doing and went beyond the usual because they saw the packet loss on my modem.
and at the same time, having stuff like the cox automated troubleshooter is very stupid indeed and wastes time.
even the customer service reps told me it's a waste of time.
DUMP IT
-Rob
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sirghost
citywide
join:2005-07-23
Phoenix, AZ
·Cox HSI
| Guys, it was not the issue with the script reading. all was fine and well. It is the comments of "you would not have these issues if you would just use windows xp instead of mac or vista.". Comments like that are completely useless imo. I also loved how that comment was from a level 2 guy. No, the first level guy I can fully understand him not wanting or knwing how to have me fiddle around in the mac os to check settings or what not. It was the tier 2 guys comments that piss me off and make me feel like because I choose not to use windows xp that I am somehow inferior and not worthy of real help.
That was my complaint here. The fact that it only took 3 hours to fix an issue on the company side of things in my neighborhood was outstanding service. | |
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