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Discourse between me and DSL tech. . .

episodic

episodic

Lifer
Me: My dsl is down. I have a Speedstreem 5260 modem. I have powercycled the modem and it still does not sync. I have checked all of my connections, checked my computers ethernet connection diagnostically, and ensured that my jack was in good working order.


Tech: What is your login id?


Me: *my login id here*


Tech: Did you powercycle the modem?


Me: Were you not just listening?


Tech: Did you check the connections and ensure everything is plugged in properly?


Me: You obviously do not care about me or my problem and you have zero ability to listen to my conversation. Please connect me to a supervisor.


Tech: *obviously pissed* - I am trying to help you sir - if you could just answer my questions.

Me: Arghhhhh.... slam. . .


Sigh - 2nd tech did the diagnostics, found the problem, gave me a 15 minute eta - internet is back on.
 
They read from a script for $7 an hour. What do you expect? Smartness? 😛
 
Last tech I talked to tried to renew my IP address 7 different ways and refused to believe I could even access the internet...
 
comcast is the worst about that.

and after you explain it to them... they tell you that the last tech was wrong and you have to start all over again.
 
wow, that a shame, i guess you weren't in the mood to "humor" them.
I'm sure the techs are overworked, underpaid, and quite frankly don't really care if you did all of that "checking" on your own.
But i'm glad your internet was working again so quickly.
 
Originally posted by: RedCOMET
wow, that a shame, i guess you weren't in the mood to "humor" them.
I'm sure the techs are overworked, underpaid, and quite frankly don't really care if you did all of that "checking" on your own.
But i'm glad your internet was working again so quickly.
Click to expand...

Underpaid? They don't deserve to be called techs, most of them don't actually know what they are doing.
 
Originally posted by: KarenMarie
comcast is the worst about that.

and after you explain it to them... they tell you that the last tech was wrong and you have to start all over again.
Click to expand...

I like it when they told me there was an "outage" and that it will be fixed with in the hour. I call up again when internet no work after waiting an hour or so, and another tech tells me that there was no outgage, they just weren't sure what was going on.
 
Originally posted by: Looney
Underpaid? They don't deserve to be called techs, most of them don't actually know what they are doing.
Click to expand...

You'd be surprise at all the technicians that have stories about dumb users.
Click to expand...

True. I once had an engineering prof told us we would be technicians if we didn't do well in his class. he was such an A$$.

Originally posted by: KruptosAngelos

Underpaid? They don't deserve to be called techs, most of them don't actually know what they are doing.
Click to expand...

ok, i should correct myself, "TECHS". Better?

 
Originally posted by: RedCOMET
Originally posted by: KarenMarie
comcast is the worst about that.

and after you explain it to them... they tell you that the last tech was wrong and you have to start all over again.
Click to expand...

I like it when they told me there was an "outage" and that it will be fixed with in the hour. I call up again when internet no work after waiting an hour or so, and another tech tells me that there was no outgage, they just weren't sure what was going on.
Click to expand...

I had them tell me everything from...

1)my account needed to be rebuilt from scratch cause it was reading the wrong info.
2) someone was stealing my internet.
3) my modem/router was bad.
4) there was an outage.
5) the signal to my house was too strong.
and finally
6) they were providing service to my house... that was the end of their repsonsibilty.

all over the same issue. and every person i spoke to gave me a number to call them back directly. every time i called i was told i could not call anyone directly.. had to start over again. and every time they said the person before them was wrong.

🙂
 
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
 
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

He should have checked everything off then instead of wasting his time asking questions that were already answered.
 
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

That's probally true. I'm sure most users wouldn't think to do all of what the OP did.
So, if the be the case, it makes things easier for the tech to figure out what can be done on their end to fix said problem. I'm sure they also have to mark this stuff down at their computer terminal so they can track the type of problems users are having.
 
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
 
Originally posted by: episodic
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
Click to expand...

No, I would assume that this is as far in life that this guy is going to get and cut him some slack.
 
Originally posted by: episodic
Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
Click to expand...

That sh!t happens to me all the time.
 
Originally posted by: KruptosAngelos
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

He should have checked everything off then instead of wasting his time asking questions that were already answered.
Click to expand...
Or maybe you (OP) should just try not being a dick for once. The dude is just trying to do his job, and asswipes like you don't make it any easier.
 
Originally posted by: episodic
Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
Click to expand...

I'd be annoyed but would most likely repeat myself and not call him on it. In the DSL guy's defense he prob' deals with people everyday who can't make toast much less run a computer.

We need a secret handshake or something that would notify others that we know WTF is going on. I've gone through similar situations OP and I agree it sucks.
 
Originally posted by: Brule
Originally posted by: episodic
Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
Click to expand...

I'd be annoyed but would most likely repeat myself and not call him on it. In the DSL guy's defense he prob' deals with people everyday who can't make toast much less run a computer.

We need a secret handshake or something that would notify others that we know WTF is going on. I've gone through similar situations OP and I agree it sucks.
Click to expand...
Exactly. Tech support would really be tough is they assumed everyone knew WTF they were talking about.
They are supposed to assume that whomever calls in knows just enough to turn the computer on and surf.
And that's probably a high percentage of their calls, from folks like that.
 
Originally posted by: shot
Originally posted by: episodic
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

Why do people think I'm tough on this guy.

Different scenerio.

You: I'd like a double cheese burger and a coke.

Fastfoodguy: Will you be eating here or to go?

You: Here

Fastfoodguy: What would you like to order?


Most people would be annoyed here. . .
Click to expand...

No, I would assume that this is as far in life that this guy is going to get and cut him some slack.
Click to expand...
Agreed. I don't get some people getting all worked up at folks in jobs like that. What do they expect?
 
Originally posted by: Pacfanweb
Originally posted by: KruptosAngelos
Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.
Click to expand...

He should have checked everything off then instead of wasting his time asking questions that were already answered.
Click to expand...
Or maybe you (OP) should just try not being a dick for once. The dude is just trying to do his job, and asswipes like you don't make it any easier.
Click to expand...

Most ppl back down when things like this are said. Actually, I don't believe I was being a 'dick' at all. I calmly stated what was wrong and what I did in clear English after the person said 'How may I help you?' The fact that he totally ignored me was moronic, and the tension in his voice after I reminded him that I had just told him everything he was trying to ask me was not excusable in a customer service position.

Rather than get tense and defensive after I reminded him that I had already given him all the data I asked for, he could have said a variety of things. For instance, "Sir, I did hear you but was temporairily distracted by a coworker, excuse me - but could you please repeat yourself?". I would have cheerfully repeated myself. Getting tense and defensive is no way to be with a customer.

My feeling is maybe this guy sucks at his job and should find another line of work where he can remember one sentence at a time for a few moments rather than waste anymore of my or anyone else's time. OR if that was not the problem, he needs to get an attitude change which will render him more polite and less defensive. When I am a paying customer and I ask to speak to you supervisor - Dont ARGUE WITH ME - as I am already unhappy and simply trying to hide the supervisor from me is not going to make me go away.

It was amazing the next tech person that answered my 2nd call was bright, intelligent, cheerful, and listened. No complaints there. I did complain about the 1st guy though.

Yes, I have held crappy entry level customer service jobs, and I done them well - and I never disrespected a customer - no matter how much crap was shoveled in my direction - why? Because it was my job.
 
Comcast's tech support headquarters is about 5 miles from where I'm sitting right now. If someone Paypals me $50, I'll give 'em a piece of your mind for you. 🙂
 
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