Not all phone reps are created equal

Helped a customer today who had been "Helped" by one of my co-workers for two hours earlier today. The previous "Helper" spent those two hours checking tcp/ip, uninstalling and reinstalling drivers, disabling programs and eventually refered the poor guy to his computer manufacturer for help.

He called back to see if he had the number for Dell.

I checked out his problem.

His cable modem was in standby mode. 47-seconds to resolve his issue.