 BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | Why do you use forums as your first line of support? This is an honest question and I really look forward to reading your answers so please share your opinions on this. This isn't a BHN specific thing so feel free to answer generally nor do I want this thread to turn into a rant fest. I'm seeking your honest answers and feelings on this. And yes...your feedback may very well shape things for the future so take this seriously  |
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| I feel more confident in the answers I will receive here. I feel like since most of us know more then basics info that you have to go through, that we can skip that step here for the most part. |
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| Because the resolution of my issues may assist others. I have searched this forum in the past and finding the same or similar issue(s) I had been encountering....lead to a better understanding of the problem and a Fix. The new direct forum has its place, but its drawback is it only helps 1 person whereas in the public forum, it could help many. |
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | said by Hardy101 :Because the resolution of my issues may assist others. I have searched this forum in the past and finding the same or similar issue(s) I had been encountering....lead to a better understanding of the problem and a Fix. The new direct forum has its place, but its drawback is it only helps 1 person whereas in the public forum, it could help many.
Understand your concern but that wasn't my question besides the direct forum is used where it needs to be one on one due to account specific issues in which case it wouldn't help many anyway. You have to be careful not to assume that just because your issue "looks" like someone elses doesn't mean that it is...in fact less than a handful of issues are related to anyone else despite appearances.
My question is very specific. Why do YOU use forums for your first line of support. Not specifc to this forum or direct forums JUST forums.
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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bighorn1
join:2004-06-19
Bakersfield, CA
kudos:1 | 1) Phone system is annoying (press this, press that, currently nobody available, please wait, blah blah)
2) Usually canned answers from 1st level tech support. To be fair, that applies more for RR than BH.
3) It's easier to describe problem here, especially if issue is more complex. On the phone, many things get lost or misunderstood. Sometimes you talk about white, and the person on the other side about black.
4) Usually here in forum, you get relevant answer quicker due to several savvy BH people posting. That doesn't necessarily mean the problem is solved, but you get general idea what you should next.
5) It's easier to understand possible solution to your problem, because you can reread it several times (in case you didn't get it first time). It's more comfortable, less stresfull than hanging on the phone.
6) For more general troubleshooting, it may be useful to more people with similar issues. |
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | said by bighorn1:1) Phone system is annoying (press this, press that, currently nobody available, please wait, blah blah)
2) Usually canned answers from 1st level tech support. To be fair, that applies more for RR than BH.
3) It's easier to describe problem here, especially if issue is more complex. On the phone, many things get lost or misunderstood. Sometimes you talk about white, and the person on the other side about black.
4) Usually here in forum, you get relevant answer quicker due to several savvy BH people posting. That doesn't necessarily mean the problem is solved, but you get general idea what you should next.
5) It's easier to understand possible solution to your problem, because you can reread it several times (in case you didn't get it first time). It's more comfortable, less stresfull than hanging on the phone.
6) For more general troubleshooting, it may be useful to more people with similar issues.
Thank you for the very detailed response...guys/gals this is the kind of response I'm looking for so when responding keep in mind how he answered the questions...this feedback is very helpful so keep it coming
Bighorn since you took the time to provide such excellent feedback on my first question I want to ask a second of YOU (and only you...when the time comes I will ask others the same queston).
Where can we improve the experience for you here? What do you need, what would you like to see, generally speaking how can we make it better?
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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 BeachieStranded in paradise
join:2001-07-12
St. Pete, FL
kudos:2 | reply to BHNtechXpert
A forum provides a searchable reference for an issue. |
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bighorn1
join:2004-06-19
Bakersfield, CA
kudos:1 | reply to BHNtechXpert
said by BHNtechXpert:Where can we improve the experience for you here? What do you need, what would you like to see, generally speaking how can we make it better?
Well, I don't know if that's feasible here in the West, because of much smaller market (not sure if the current automated system is the same in the East), but what I'd really like to see are separate phone numbers for sales, billing and tech support, instead of having to fight through that phone system (which can be very frustrating at times)
Also, when larger outages happen and BH reps are very busy, it would be great if there would be some sort of automated estimate of how long it would take to get somebody on the line.
For example "You are 14th person in the queue and it may take about 45 minutes before next representative is available" (similar to what some telcos have).
Other than that, I'm pretty much pleased with BH support
BH finally have official reps here, so that's off the list too (BTW good job on that). |
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 fatnesssubtleJanitor
join:2000-11-17
fishing
kudos:14
Bright House Netwo..
TekSavvy
Forum Feature Requ..
Need Site Help
Rants, Raves, and ..
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said by Hardy101 :Because the resolution of my issues may assist others. That is why I began using this site many years ago, before I even registered as a member: There were problem/resolution threads on many topics: provider-related, hardware-related, software-related. I found many answers without even having to post. And when I couldn't find the answer I'd post, knowing both that I'd usually get help fairly quickly, and that the topic later might help others.
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hey Dale |
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | reply to bighorn1
said by bighorn1:said by BHNtechXpert:Where can we improve the experience for you here? What do you need, what would you like to see, generally speaking how can we make it better?
Well, I don't know if that's feasible here in the West, because of much smaller market (not sure if the current automated system is the same in the East), but what I'd really like to see are separate phone numbers for sales, billing and tech support, instead of having to fight through that phone system (which can be very frustrating at times) Also, when larger outages happen and BH reps are very busy, it would be great if there would be some sort of automated estimate of how long it would take to get somebody on the line. For example "You are 14th person in the queue and it may take about 45 minutes before next representative is available" (similar to what some telcos have). Other than that, I'm pretty much pleased with BH support BH finally have official reps here, so that's off the list too (BTW good job on that). Once again excellent answers BUT they don't apply to the question So let me try again... (and again this question only applies to you Bighorn)
Where can we improve the experience for you HERE (at DSLR)? What do you need, what would you like to see, generally speaking how can we make it better?
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | reply to TURBO1112
said by TURBO1112:I feel more confident in the answers I will receive here. I feel like since most of us know more then basics info that you have to go through, that we can skip that step here for the most part.
Don't assume I'm going to skip those basic steps (the steps all should follow) when troubleshooting. Chances are unless I know you from previous ecounters you will still go through those same steps here in the forums. But then you already know that about me don't you
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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k2rjPremium
join:2005-03-24
Cape Canaveral, FL Reviews:
 ·ViaTalk
| reply to BHNtechXpert
I don't use a forum for the 1st line of support for everything... (e.g. a phone call is more appropriate and faster if I have an outage or my service is somehow screwed-up (lost tiers of channels, etc.) But for a "soft problem" such as an operational change in the behavior of the DVR, inability to resolve name servers, etc., a quick look at the forum will often tell the story of what is going on... (often, even without having to post myself!) These "soft" problems are the most difficult to communicate to traditional first-line support and where I find the forum to be most valuable. |
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | said by k2rj:I don't use a forum for the 1st line of support for everything... (e.g. a phone call is more appropriate and faster if I have an outage or my service is somehow screwed-up (lost tiers of channels, etc.) But for a "soft problem" such as an operational change in the behavior of the DVR, inability to resolve name servers, etc., a quick look at the forum will often tell the story of what is going on... (often, even without having to post myself!) These "soft" problems are the most difficult to communicate to traditional first-line support and where I find the forum to be most valuable.
Thank you and while I admit that your approach saves me time to work on the more difficult issues and I do appreciate that ...I should remind you that you can utilize me for everything with just a very few exceptions (most you will not encounter here anyway).
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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k2rjPremium
join:2005-03-24
Cape Canaveral, FL Reviews:
·ViaTalk
| said by BHNtechXpert:said by k2rj:I don't use a forum for the 1st line of support for everything... (e.g. a phone call is more appropriate and faster if I have an outage or my service is somehow screwed-up (lost tiers of channels, etc.) But for a "soft problem" such as an operational change in the behavior of the DVR, inability to resolve name servers, etc., a quick look at the forum will often tell the story of what is going on... (often, even without having to post myself!) These "soft" problems are the most difficult to communicate to traditional first-line support and where I find the forum to be most valuable.
Thank you and while I admit that your approach saves me time to work on the more difficult issues and I do appreciate that ...I should remind you that you can utilize me for everything with just a very few exceptions (most you will not encounter here anyway). I appreciate that! Frankly, I have so few problems with BH that you'd feel like the proverbial Maytag repairman if you had to depend on me for work! I like to check-in on this forum just to see what is happening... Hope you're feeling better! |
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| reply to BHNtechXpert
I tend to use forums instead of telephone support due to the frustration of the phone system and the fact that I get higher quality answers here.
I have tried chat several times and seem to get formal, canned answers - it doesn't seem like I'm talking to someone who has a clue, but is reading from a script.
The forums is like going straight to tier 2/3 support without the annoying first tier.
I also like not being tied to a phone sitting on hold - I can read and post in the forum at my convenience.
I also love email, hate voicemail - voicemail (and telephone support) is too linear, I don't have the patience for it. |
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Reviews:
 ·Bright House
| I use forums in general when possible so I dont have to deal with the phone reps and so im not stuck on the phone. I think most of the younger generation feel the same way, we would much rather do a chat (with a real person, minus the generic staged responses as much as possible) then sit on the phone.
Providing this outlet would free up phones for the older generation who prefer to have that phone conversation (once again, limit the generic responses as much as possible).
This isnt bhn specific, just forums in general.. I wish more companies I deal with would provide internet support (chats and forums) instead of phones. (again, I Stress the limiting of generic responses!) |
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BHNtechXpertBHN StaffPremium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:82 | reply to khollister
said by khollister:I tend to use forums instead of telephone support due to the frustration of the phone system and the fact that I get higher quality answers here.
I have tried chat several times and seem to get formal, canned answers - it doesn't seem like I'm talking to someone who has a clue, but is reading from a script.
The forums is like going straight to tier 2/3 support without the annoying first tier.
I also like not being tied to a phone sitting on hold - I can read and post in the forum at my convenience.
I also love email, hate voicemail - voicemail (and telephone support) is too linear, I don't have the patience for it.
Great answers thank you!
Alright now it's your turn with this question (and only you please)
Where can we improve the experience for you HERE (at DSLR)? What do you need, what would you like to see, generally speaking how can we make it better?
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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| said by BHNtechXpert:Great answers thank you!
Alright now it's your turn with this question (and only you please)
Where can we improve the experience for you HERE (at DSLR)? What do you need, what would you like to see, generally speaking how can we make it better?
Not too sure what I could suggest here at DSLR - you and Tim are very responsive and I don't see too many folks appear to walk away without getting assistance to whatever their problem is.
One thing that would be great is the ability to directly schedule a tech to come out (if the consensus here is that it is needed) here, rather than having to deal with the phone people or the chat formula (Hi, my name is Buffy, how can I assist you today?). That extends to a number of items that I find really frustrating that I have to deal with some clueless human on - changing service, scheduling a service call, exchanging defective equipment, etc.
You are great at interceding with the default service procedures to help expedite getting to the root of the problem, but I still have to go through the normal channels to instigate the service call(s). Any way to short circuit that via the private forum in the future?
And BTW, Tim, I am the "older generation" (57) and I still hate dorking around with some 'droid on the phone. It's not that I hate talking to real people, I just don't have the patience for talking to people that aren't value-added when I am trying to solve a specific problem. |
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bighorn1
join:2004-06-19
Bakersfield, CA
kudos:1 | reply to BHNtechXpert
said by BHNtechXpert:Once again excellent answers BUT they don't apply to the question So let me try again... (and again this question only applies to you Bighorn)
Where can we improve the experience for you HERE (at DSLR)? What do you need, what would you like to see, generally speaking how can we make it better?
'tim tim tim' and you do good job, so there's not much to improve IMO. I guess, the most difficult part will be to keep it at that level.
Maybe you could get one more BH person to post here to cover times (and topics) when your or tim tim tim aren't available. |
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Keiro
join:2005-10-25
Bakersfield, CA
kudos:1 | reply to BHNtechXpert
First and foremost reason - I dislike dealing with people through SIPRelay. (»siprelay.com btw if you're wondering.) or using my SorensonVRS video phone.
Second - I have trouble with communicating my issues through the phone due to SorensonVRS, Purple, ZVRS and many other videophone relay companies for the Deaf and Hard-of-Hearing have limits on how long you can respond. Purple has a 30 sec max response.
Third - If I get disconnected on the phone due to me relying on the Internet for my phone, that is, the videophone, I have to waste time in getting back to the same person that I dropped the call with due to something. (troubleshooting step that requires rebooting modem/router, or interruptions in service, etc.)
Fourth - It's much easier to post here and get a direct response from people in the know, and much easier to be able to describe the issue in extreme detail after having tested it numerous times. (ie, yes, already rebooted modem, router, computer, etc etc etc. with proof following the steps.)
And lastly... I don't have to get frustrated with having to deal with the automated voice response system.
Also, btw, I will be returning to BHN as a customer soon, I think.
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