DSA
@sniparpa.net
| reply to epm
Re: I work for comcast
To the Comcast tech...please spare me the crap about people being mean to you. If you actually provided *any* useful information or we even admit to a problem the customers would probably be nicer. But "deny, deny, deny" seems to be Comcast's answer to every outage. Either that or finger point...like the first thread about this issue from last week when the Comcast tech blamed IE before bothering to check and find out that the customer was using Firefox. |
|
blkah
@sniparpa.net | reply to epm
das |
|
TScheisskopf
World News Trust
join:2005-02-13
Belvidere, NJ
 ·Sprint Broadband D..
| reply to BudBob
BudBob:
Yup. Yupyupyupyupyup. Sure looks like someone in a position of real technical responsibility does not know his or her gluteal protuberance from their elbow.
Or, they are getting DoS'ed mightily and either won't or have been told not to reveal the attack. There is that possibility.
Not the sort of thing our present government would like revealed, n'est ce pas? |
|
nakedland
join:2002-05-18
Friday Harbor, WA
 ·Comcast
 ·Verizon Online DSL
·Comcast Formerly ..
| reply to wafen
Just spoke with their customer service. BTW, used the call back feature which is pretty cool. Beats hanging on hold for an hour. My call had nothing to do with the outage. I asked the gal if she was doing ok since I knew they were probably taking big hits with each call. She seemed relieved that I wasn't going to rant and complain. We addressed my reason for the call, she asked if there was anything else, I said No but I hoped her day wasn't too bad and to be strong. She asked again, are you sure there is nothing else? I got the impression she was hinting at something. OK, I'll bite.
Work brain, work....what is she asking. OH YEAH...are you giving credit for the outage. BINGO!!!!!!
"yes sir, I'll credit your account and we are sorry for the outage".
--
"My son defends our freedom in the USAF" |
|
oldTDNickell
Premium
join:2000-12-19
Federal Way, WA | LOL....Your bad!:D |
|
muxx
Premium
join:2002-09-26 | reply to epm
How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. |
|
pkarlos_76
join:2004-08-24
Edmonton, AB
| said by muxx  :How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. They cannot legally do that, they must advise customers to use only comcast dns servers. Do you want comcast to be liable to be sued if they advise customes to use others servers, do you want your rates increased to pay legal bills. |
|
oldTDNickell
Premium
join:2000-12-19
Federal Way, WA
| said by pkarlos_76 :said by muxx :How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. They cannot legally do that, they must advise customers to use only comcast dns servers. Do you want comcast to be liable to be sued if they advise customes to use others servers, do you want your rates increased to pay legal bills. All you have to do is what the Comcast tech's do over on the Comcast.net help forum.Tell them to come to BBR and the Comcast forum.We will give them what they need to stay on line.:) |
|
EPM
@68.42.x.x
 from:
sortofageek
| reply to DSA
for the record dsm, I've NEVER denied we have a problem. What would that even get me? besides it's much easier to tell a person about an outage I have no control over, offer a possible solution and give them an ETA then to hide the face that DNS is down and try to troubleshoot thier PC.
That's just stupid |
|
Mortal Komcast
@speakeasy.net | reply to epm
"Attention K-Mart shoppers, AOL has re-stocked their 1000 free hours cds in the electronics section. Remember coffee purchased in our cafe is extremely hot. Burger King also no longer makes western cheeseburgers."
|
|
entropy1
Premium
join:2002-09-25 | LOL! |
|
comcastUT
@utah.ed
| reply to oldTDNickell
I may not be one of the helpless millions (I actually called comcast to tell them that the DNS was down) but when your internet is dead and the recording tells to to check comcast.net, I think the audacity/unsensitivity incenses the customers and makes them meaner. As for me, as soon as I heard the 30 min wait, I knew they knew and hung up.
-wash |
|
Comcasttechguy
@209.51.x.x
from:
Taranis
| reply to BudBob
BudBob
Are you implying Canadians in general are on a level of intelligence that is lower than the average American? I can assure you this is not the case. This may be too general of a statement, because Canadians on general have a higher standard of education than most Americans.
That's not to say Americans are stupid, just like everywhere else there are stupid people.
I find however (this may be too general of a statement) most people from Texas are ignorant and have large egos, and when they talk to one of us Canadians, they get all flustered and are insulted when they have to talk to someone of lower intelligence. However the funny thing is, they seem to have problems finding the start buttons.
Other places when I tell them I'm from Canada, they seem to be excited, or happy, many people (esp people from Cali) seem to be happy they are talking to Canadians, and they are nice to talk to.
The thing is, if you're nice to me, I'll be nice to you. I'll pull all the string I can to make you happy.
If you're an arrogant punk, I'm going to do bare minimum. As agents we're human too. Treat us like one.
We have no scripts, we have to know our shit. BUT we HAVE to follow procedure or we WILL get in trouble. There are certain things we are 'required' to check, if we don't check those and we skip steps, guess what, we get in shit.
The thing is, we have to be TOLD there is a problem, we're not Gods, we're not mind readers that know it all. Unless if someone from the network maintenance guys calls us up and TELLS us, we don't know there is a problem.
Maybe you don't seem to realize how the flow of information goes.
This is how it goes, let me dumb it down.
People phone they have certain issues...we record and mark them down...oh look lots of people are calling with the same issue...lets let the networking people go out and investigate...they go out look at the problem, find out what's wrong, THEN they tell us.
Again I don't mean to insult anyone here, but people sometimes have to sit down and think things through in a logical manner.
Hopefully I won't be doing this Job much longer, I'll be graduating soon...oh...and maybe someone off here will be serving me burgers at mcdonalds as I pull up in my porsche 
For most problems, we powercycle-reboot. If your modem gets no sync, that's a truck.
If your modem has sync, well then there's trouble shooting involved.
And unless if the network techs tell us something, we don't know there is an outage.
I'm just doing my job, talking to a nice customer only makes it better.
Oh and I do provide credits  I'm nice that way.
If you're nice to me, I'll be nice back. I know my shit, so do most of the people here. However it's true that some don't |
|
Chicago_DSL6
join:2003-08-04
Palatine, IL | Canadians might not be as dumb as the other poster mentioned, but they sure as hell are a bunch of SALLYS! |
|
05max99
@comcast.net | reply to epm
what are the alternate dns addresses, and how do you change them.(using a router) if it applies |
|
FED UP in INDY
| reply to hdhdhd
The first night I asked for a day credit. The 2nd night a day credit. Last night I POLITELY demanded a full month credit and I was given $42.17. I checked this AM and it was showing on my bill. |
|
Blam
Penguin Power
Premium
join:2002-02-06
Philadelphia, PA
| reply to Comcasttechguy
I remember speaking to my first Comcast Canadian quite awhile ago - from the call center near Toronto (not sure if they are still there or what). Soon as I heard "a-boot", that was it and I knew that my call had left the country.  Before whenever I called, I always got the local Philly office. I remember before ending the call, asking the guy if he was Canadian and he said yes and he told me where he was ("across from Buffalo, NY").
Seriously though, there are many of us who feel it's a waste of time in many instances, for Comcast to direct the rolling of trucks as much as is done. I can understanding doing so to swap modems out and fix bad taps or splitters, etc. But there are times when it it strictly a network thing - or even at the headend. And for the average working person to have to take off from work if they can't get a Saturday or Sunday appt., is just a nuisance - all to find that it had nothing to do with the customer. Somehow/someway, there needs to be some better monitoring in the localities of the equipment out there. But most importantly, there needs to be a helluva lot better communications between the higher tiers to the call centers to get status updates to them. It seems ridiculous that there can be a DNS outage and the call center has no idea that this is what has happened other than figuring out that something is wrong when so many calls have bombarded the phone system, that it crashes. |
|
deasol
| reply to epm
well with comcast we had a person come out in a truck end up just leaving with out actually fixing anything he got pissed off said a few things and left. Had another guy come out and fix the problems we were having. also they kept insisting a lighting bolt cud not have killed all the computers on the network. The problem affected several houses too. oh wait the cable line was never grounded. That was what we tried to tell the one guy who got pissed off and left. |
|
vasgomd
join:2005-04-14
Parkville, MD
|  reply to Chicago_DSL6
hahaha that sent my beer thru my nose Chicago_DSL!
I think Canadians rule and remember seeing on 60 Minutes that they have the most trusting accents for this type of work. The whole Attack Canada thing that the Bushies have got going is just really stupid. I think people who attack call center workers over the phone are just taking their own rage out on someone they perceive as lower or at least is a "captive audience". They probably perceive Canadians as somehow below them because Fox News and Rush tell them to and they are really just sheep anyway ...tho they like to play the big bad wolf over the phone. (or its that addiction to Streaming Porno!)
the word Sally just makes me laugh tho. |
|
