Bomberboy
I'm paying money for a service, I demand high quality.
You are paying for a residential service, that is marketed for entertainment purposes only. There are no guarantees of bandwidth, uptime, latency, etc. There's a reason why you're paying $50 a month instead of $1,000.
Sometimes I question the quality of the Tech Support. While there seem to be a few gems in the rough, for the most part, tech support seems to be a joke. Most tech support seems to spew out a set of procedures they were taught that ends up going nowhere.
Do you want to know why that is? Because the majority of the problems can be solved with that. There are tiers of support for that very reason. We don't need 200 techs that are being paid $20 an hour when 180 techs making $10, & 20 techs making $20 can accomplish the same thing.
T1's are about support, guarantees, & reliability. Cable & DSL are about cheap broadband for the masses.
Adjust your expectations accordingly.
Viper GTS
I'm paying money for a service, I demand high quality.
You are paying for a residential service, that is marketed for entertainment purposes only. There are no guarantees of bandwidth, uptime, latency, etc. There's a reason why you're paying $50 a month instead of $1,000.
Sometimes I question the quality of the Tech Support. While there seem to be a few gems in the rough, for the most part, tech support seems to be a joke. Most tech support seems to spew out a set of procedures they were taught that ends up going nowhere.
Do you want to know why that is? Because the majority of the problems can be solved with that. There are tiers of support for that very reason. We don't need 200 techs that are being paid $20 an hour when 180 techs making $10, & 20 techs making $20 can accomplish the same thing.
T1's are about support, guarantees, & reliability. Cable & DSL are about cheap broadband for the masses.
Adjust your expectations accordingly.
Viper GTS
ViperGTS
I see your point about Tech Support for different levels of services.
I think the problem with @home support is that they need so many support staff that the level of expertise goes down. Thus, support for the masses vs. support for the exclusive high paying.
I see your point about Tech Support for different levels of services.
I think the problem with @home support is that they need so many support staff that the level of expertise goes down. Thus, support for the masses vs. support for the exclusive high paying.
While I don't have an official job in tech support, I used to build computers on the side and the longest call I had was about 3 1/2 hours. Lets just say that it wasn't exactly the quick call that I thought it would be.
Hmm....longest time on the phone was probably....10 min...but then I had to get up and go fix the computer at the person's desk for the next 3 hours 
- Dec 28, 1999
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There was a woman that was with tech support of the software I was installing codes into that I had to conference in today. We were on the call for a while and near the end, she says... "Wow, you must have done a lot of these. I said, well, no....I'm actually new." She thought I was really good. Now, if I can just get my boss to hear those kinds of things. Maybe I'll get a raise. lol (Once I'm 'trained', I'm supposed to get a dollar raise.)
BarbeQueGuy - I briefly talked to him one day and as we were hanging up, he 'jokingly' asked what I was wearing or something and says..."Just kidding". Ugh But, I didn't have to deal with him again. A co-worker is the one that had to call him back. Thank God!!
BarbeQueGuy - I briefly talked to him one day and as we were hanging up, he 'jokingly' asked what I was wearing or something and says..."Just kidding". Ugh But, I didn't have to deal with him again. A co-worker is the one that had to call him back. Thank God!!
There was a woman that was with tech support of the software I was installing codes into that I had to conference in today. We were on the call for a while and near the end, she says... "Wow, you must have done a lot of these. I said, well, no....I'm actually new." She thought I was really good.
Hzl,
Talk to this woman a little more often if you can, its called networking yourself into a better job. If you come right out and ask about other work or appear to be too pushy, it can backfire on you, but by all means, network yourself!
Hzl,
Talk to this woman a little more often if you can, its called networking yourself into a better job. If you come right out and ask about other work or appear to be too pushy, it can backfire on you, but by all means, network yourself!
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That sounds like a good idea. lol I had a company call my house today wanting to interview me. I don't yet know what I'll do, but I want to be happy in whatever job I chose.
I had a company call my house today wanting to interview me.
Take the interview, you don't have to take the job, you are keeping your options open. You are not hurting anyone's feelings if you turn it down, you are just looking for a place where you will be happy.
Take the interview, you don't have to take the job, you are keeping your options open. You are not hurting anyone's feelings if you turn it down, you are just looking for a place where you will be happy.
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Very true. And, it's a phone interview too so I don't even have to go in. Bad thing is that I'll probably have to do it during my lunch break. lol But, that's okay. I'll see what happens.
I'll see what happens.
Keep me updated!
My father always taught me that you need to keep up your interviewing skill even when you have a job that you like, who knows, you may find a better one. The days of long term employment I think are over, the current economy fluctuates too much for anyone to expect to have the same job forever.
Keep me updated!
My father always taught me that you need to keep up your interviewing skill even when you have a job that you like, who knows, you may find a better one. The days of long term employment I think are over, the current economy fluctuates too much for anyone to expect to have the same job forever.
At @Home Tier II (and just for the record our AHT was SUPPOSED to be 18min while I was there) I averaged about 22 minutes, and my longest single call was 6 hours 40 minutes. The guy was a cambodian immigrant who learned his english from the IMac his boss gave him as a christmas bonus one year earlier. You try doing a reghack with a non-english speaking person on the @Hell network...dear god, the flashbacks...the pain...
Just so you all know...last time I checked Tier 1 @Home techs made like 9-10 an hour, tier 2 made 10.54 an hour (know that one for a fact) and tier 2.5 (who had no customer involvement whatsoever) brought in about 15-18. As for numbers well... each cable company provided it's own tier 1 techs so I have no clue how many of them there are, but we supported 40 some cable companies with @Home in America and Canada with over 2 million customers so you can imagine it's a LOT. Tier 2 only had 1 call center initially with about 10 techs on the floor at night, and up to 100 or so during the day. Then they got a second call center and that number basically doubled. Tier 2.5 is very very small, maybe 30-100 techs total between the shifts.
The reason the network is so bad is because all the frigging cable companies want control as well as @Home as well as Convergys and Stream (the guys at the call centers) as well as the temp agencies that staff Stream (and maybe convergys, not sure). The reason the tech support is so bad is the exact same, WAY TOO many cooks in the kitchen, and not a damn one of them has the least bit of management ability.
Just so you all know...last time I checked Tier 1 @Home techs made like 9-10 an hour, tier 2 made 10.54 an hour (know that one for a fact) and tier 2.5 (who had no customer involvement whatsoever) brought in about 15-18. As for numbers well... each cable company provided it's own tier 1 techs so I have no clue how many of them there are, but we supported 40 some cable companies with @Home in America and Canada with over 2 million customers so you can imagine it's a LOT. Tier 2 only had 1 call center initially with about 10 techs on the floor at night, and up to 100 or so during the day. Then they got a second call center and that number basically doubled. Tier 2.5 is very very small, maybe 30-100 techs total between the shifts.
The reason the network is so bad is because all the frigging cable companies want control as well as @Home as well as Convergys and Stream (the guys at the call centers) as well as the temp agencies that staff Stream (and maybe convergys, not sure). The reason the tech support is so bad is the exact same, WAY TOO many cooks in the kitchen, and not a damn one of them has the least bit of management ability.
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<< Keep me updated! >>
I will do that. Hopefully, I'll get to speak to her during my lucn. *Fingers crossed*
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