SERIOUSLY getting tired of this now

[captain_slinky]

To quote the A$$hole customer:

"First of all, don't try to get me to unplug my Modem because I know it's not that. I know what I'm doing here. So why don't you just ping my modem and tell me if you can communicate with it, okay?

...Why do you need my address? You KNOW where I'm at! Don't even TRY to pass off this bull$#!t like you don't know who I am! Absolute incompetence... why should I have to tell YOU where I am? I don't know where I am... I just moved! F#@king incompetence, I swear..."

I... I hung up on him. Because even if I *did* get him to finally tell me who he was or where he was at, the System we use for looking up accounts went down for maintenance while he was arguing with me that I didn't need to know where he was or who he was.

Comments

[bjorker.livejournal.com]

I'm sorry you're having such a rough night. :(
I deal with customers at my job too, but luckily not it's not a support-type job. I don't think I could handle that, I have a hard enough time with asshats as it is. Hang in there. :\

[amberlorien.livejournal.com]

I think I scared the crap out of a Comcast guy yesterday. He was going door to door! Who still does that? WTF? Well Comcast, obviously because was at my door. He was sweaty and nervous and trying to remember his little speech and do math to "save me money" on my $130/month bill by giving me a free phone. Gee, a phone. Thanks, buddy. Then you'll charge me another monthly fee for VOIP. No thanks.

I told him VOIP sucks (which is does, my aunt has Vonage and hates it). I then told him that my digital signal that pay over $100 for sucks as well. And yes, I've tried to call your crappy ass call center in the city which is full of useless people. I called twice in the past year to complain about my signals and, surprise, gee there's nothing wrong. Hours on one call. I kid you not. And it was something my husband "fixed" in 2 secs by unplugging the router and plugging it back in; yet for whatever reason we have to do this unplugging routine every couple of days because our wireless signal gets lost. Plus, my cable signal sucks too. Don't they know when Kim Possible is on! ARGH!

It's no different than when I take my car to a garage about a noise that it won't make in front of a mechanic. Technology hates me!

Sorry, slinky. I wish you were at my call center! The people in the Jersey City, Newark, whereverthefuck region in NJ I get, don't know shit and neither do the ones in India.

[khristle.livejournal.com]

I don't think you are helping Slinky have a better day by complaining about Comcast to him. I'm just sayin'

I love VOIP. I hate our cordless phone, but our VOIP rocks! I don't have to worry about long distance charges and I have every feature under the sun.

[amberlorien.livejournal.com]

I'm just saying, it's easy how someone would assume a help desk knows what they are talking about. Sometimes, all the caller knows is "it won't connect." You need to ask the right questions or see if there's someone you can transfer him to.

[captain-slinky.livejournal.com]

khristle's right... the heaping on of more complaints while I was already down WAS a bit of a low blow, even though I know it wasn't really intentional. No hard felings!

However...

You're right... I *do* belong in your call center! Just based on your few sentances I know exactly what I'd do AND I have a few suggestions for you. First of all, how far away from your modem and/or othe electronic devices do you keep your router? Routers (especially wireless ones) don't really have much in the way of electronic shielding (just a thin sheet of plastic) and wil eventually become more and more influenced by the electronic fields of the devices around them, causing the router to "Drop the Signal" from the modem. I'd say 80% of my weklyc alls all focus around resetting the router. If you *can*, I'd suggest moving the router at least two to three feet away from any other electronic devices. This won't completely eliminate the drop of signal, but it will reduce it to where you don't have to reset moe than once every three months or so at the most.

As for the poor television signal, I'm sure you've already done all the standard stuff such as reseating all the connections (unscrew all the cables and screw them back in) and replace any cable spliters you may have in the room, as well as trying to run the cable direct to the TV without any VCR or Tivo iin-line with your signal. 9 times out of ten it's something as simple as that. For the other 1 out of ten times, I would sent a technician to your house to actually replace al your cables and splitters and check your signal level.

Every time you have a problem with your service (and I mean EVERY TIME), you should be calling Comcast. Put their number on Speed Dial. If they send three technicians t your house within one month they have to escalate your issue to a Field Supervisor. In a nut-shell, if we've sent out three different guys and none of them have been able to fix your issue? You get the contact information for what is essentially an on-call tech that you can cal when the issue happens so he can rush over and get readings at hat exact moment and find out how/if your issue is fixable.

Not suprised you get cruddy service in NJ... I think they're ranked in 8th place in the company? But we here in Seatle are #1 in the country AND number one in the entire industry! WOOT! Something to be proud of!

[amberlorien.livejournal.com]

You should absolutely be proud of that! Ron's office is the no. 1 in their franchise also which means all them work (not kidding) 200% harder than other AEs, Mgrs, and Instructors around the country. They've hired people from other franchises and wondered how they got their original jobs. Most of them quit because his owner here is so demanding.

But back the cable thing. Ron had heard something like about the electrical interference so he moved the cable modem to the other side of the desk away from the router (which is on top of the pc tower). Plus, he shelled out money for a new router.

What really gets me going is that even after an hour on the phone with a call center, they say they won't send someone out without charging me like $125/hr! As long as they don't see anything wrong from whatever spy software they have, they insist that no one else has problems and that we really don't either. I simply can't afford to pay for techs to come out or for brandy-new HDTVs or a new computer. Isn't paying $125/month + taxes enough to warrant personal service?

[captain-slinky.livejournal.com]

That sucks. Our division gives you two options for Service Calls; you can either pay $20 per visit, or you can pay 99-cents a month for unlimited visits.

Yeah it makes no sense, but believe it or not many people CHOOSE to pay the $20 instead of the 99-cents! It boggles the mind! So next time you call Comcast in yoru area, ask about The Service Protection Plan and see if they offer it. 'Cuz it's REALLY worth it!