Discourse between me and DSL tech. . .

[cmv]

Originally posted by: episodic
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*

...

Your problem is right there -- the tech you spoke to *has* to open a ticket for each support issue. You were rude. You did not allow the tech to go through the (slow as all hell at most places due to sucky ticket systems) process of opening a ticket and detailing your issue. If the tech does this after your call he is screwed because his phone is ringing with the next caller. It is common courtesy to identify exactly who you are when you call someone. Basically, the tech needs:

1) Who is calling
2) Issue

 

[cavemanmoron]

Originally posted by: Evadman
They read from a script for $7 an hour. What do you expect? Smartness?

Bell Atlantic,now Verizon,tried to sell me/hookup dsl.

It took them over 3 weeks of my talking to people to fianlly realize
that the local area was Not ready for dsl.

I only fond this out,becasue I called an internal Bell/verizon phone number,
that someone gave me by mistake,it was an inhouse service number.

That person asked me how I got the number,and put me on hold for only like
2 mins.He came back and said these people are all Moron's!
The Albany area was not even able to use dsl,it was still in Test mode,for another 90 days! :|

I like my Roadrunner,thanks!

 

[randomlinh]

Originally posted by: RedCOMET
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.

yes, I've been on the tech side of that. People are freaking morons. I ask these simple questions to make sure I don't have to waste my time on a field work order. Ask something like "are you sure you're plugged into the orange jack" (white is voice, both rj45) and they keep reassuring me they have. What do you think happens when I get out there? They're in the white jack.

 

[DeeKnow]

Originally posted by: myusername

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. . .

That sh!t happens to me all the time.

but you don't think you should learn to say... "Eating in. I would like a ....blah blah blah.." ??

 

[crystal]

Do you ever think they might have the check list to go through in their troubleshooting? Since the phone conservation might be recorded, they still have to go through all the steps with you.

 

[BriGy86]

Originally posted by: crystal
Do you ever think they might have the check list to go through in their troubleshooting? Since the phone conservation might be recorded, they still have to go through all the steps with you.

agreed, and depending on how fast your rattled off what you did, did the tech have time to listen and remember it all?

 

[91TTZ]

Here's a conversation between me and Comast tech support a few years ago.


Me: Is there an outage? My internet connection has been down all day.
her: No there isn't. Have you tried the online tech support? You might be able to find your answer there.
Me: Obviously not.
her: Well maybe you should try that first, and if you still have a problem you can call back.
Me: The entire reason that I'm calling is because I have NO connection to the internet.
her: I understand that sir.
Me: If you understood that, you wouldn't be telling me to go to ONLINE tech support. Can I speak to a tech?
her: I am a tech.
Me: I mean a REAL tech. (she gets pissed and transfers me to 2nd level support)

Him: Ok, let's check your TCP/IP settings
Me: The settings have not changed. It was working before, and now none of the computers at my house can access the internet. Obviously this can't be due to a setting on the local machine.
Him: Well let's just go over the.... (I hang up).

Call back, get a different tech.

Me: Is there an outage? My internet connection has been down all day.
Him: yes, Burlington County is affected.
Me: Thanks.