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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: Finding clue at comcast.net
-----Original Message----- From: Sirius F. Crackhoe [mailto:[email protected]] Sent: Thursday, October 09, 2003 12:37 PM To: 'Howard C. Berkowitz' Comcast's Technical and Customer Support is outsourced to EDS and is based in the EDS call center in Hallifax. I believe they were also taking calls in the Winchester, KY call center, which was an old MCI/WorldCom Outsourced Call Center that they sold to EDS a few years back. They are setup the same as MSN, WebTV and RoadRunner. I used to do implementations for WorldCom's outsourced call centers and call tell you for sure, they have no access to the NOC or their staff. They are merely paid phone operators. :) Sirius -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Howard C. Berkowitz Sent: Thursday, October 09, 2003 11:21 AM To: [email protected] At 9:29 AM -0500 10/9/03, Austad, Jay wrote: >Comcast's phone support department is the *worst*, WORST, I've ever >dealt with. I think they are outsourced, they have to go by a script, >and many of them probably hardly know what a computer even is. Once I >called because of a problem on their network, and I told the person on >the phone that there was a problem on their network, and I pinned it >down to a couple of routers where the problem may be, and she >responded, very sternly, "Sir, WE DON'T HAVE ANY ROUTERS" Same thing here. Last night, I was told that no escalation personnel were available. On the couple of occasions where I got escalation, I once had an informal conversation with a 3rd level. Their phone center is in Halifax, NS -- didn't find out if it is outsourced or not. While the person with whom I spoke was reasonably clueful, he told me that customer support had no interactive communication with network operations -- at best, they could send an email about a routing, SMTP, etc. problem and hope somebody would respond. At the time, I was paying for their "Pro" service, intermediate between regular residential and full business. My contact said that while that was supposed to get better customer support, an early plan to route it to business Comcast failed, and there really was NO separate Pro support organization. I dropped the Pro service after I learned that residential service no longer insisted you remove any local routers and firewalls before deigning to troubleshoot. They still ask you to do that, but repeated NO responses can get them to proceed. A few NANOGs back (Atlanta), I did a presentation on customer satisfaction, which, frankly, was in many respects a case study of how I'd reform customer support at my then ISP/DSL, cais.net. If NANOG ever did formal documents, I'd like to see a guideline on how to run customer support. > >In any case, if you manage to get the call escalated a couple of times >(after lying about rebooting your computer 47 times), You forgot reinstalling Windows. On a Mac. >you'll get someone >good. Also, there are some good people who read this list. But >calling their phone support to get anything useful is like trying to >squeeze blood from a rock. > >-jay > >> -----Original Message----- >> From: Howard C. Berkowitz [mailto:[email protected]] >> Sent: Wednesday, October 08, 2003 7:36 PM >> To: [email protected] >> Subject: Finding clue at comcast.net >> >> >> >> I'm rapidly beginning to believe this is equivalent to finding the >> pot of gold at the end of the rainbow. When my broadband alternative >> is Verizon and it's looking better, this is scary. >> >> Sometime today, their SMTP server started bouncing messages with >> more than 3 addressees. When I called customer support, I was told >> "we only handle troubleshooting, not mail service." The operator >> "guessed" they might be doing software updates on the mail service, >> had no information, and said there was no person to which it could be >> escalated. >> >> She insisted that I call my local cable office to find out when the >> "server repair" would be completed, because "they schedule all >> repairs." >> >> Is this a bad dream? >> |