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(Ars Technica)   Newest Comcast snafu features customer service rep who doesn't know what Steam is. Half-Life 3 confirmed?   (arstechnica.com ) divider line
    More: Stupid, Comcast, steam, American Customer Satisfaction Index, virus  
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3750 clicks; posted to Geek » on 26 Aug 2014 at 5:38 AM (1 year ago)   |   Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2014-08-26 03:09:38 AM  
Nananana nananana hey hey goodbye?
 
2014-08-26 05:47:41 AM  
A non-gamer doesn't know what Steam is? Call the cops and CNN! That's un'merican!
 
2014-08-26 06:31:17 AM  
Having worked in a large ISP's call center way back in the day I am not surprised at all that someone would pull answers like this out of their butt to try and get someone off the phone.  This is not unique to Comcast, not by a long shot.

/did Mike Rowe ever do a Dirty Jobs episode about call center work?  He should have
 
2014-08-26 06:50:49 AM  
...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.
 
2014-08-26 06:50:58 AM  
It would be funnier if he was referring to downloading fat girl porn as being, "too heavy."
 
2014-08-26 06:58:05 AM  

wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.


This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.
 
2014-08-26 07:01:01 AM  

wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.


If you answer 200+ calls a day, I would assume Steam is mentioned pretty frequently to a high-speed ISP. In the end, it really wasn't about Steam at all, it was more to the point that the person was so utterly clueless, he has absolutely no idea, the motivation, and probably no actual tools to be able to begin to troubleshoot a problem on the network level. I would bet good money that the network admins don't give a rat's ass about looking into a problem like that, or they damn well know they are throttling the connection to Steam. Anyway, the answers and troubleshooting steps he gave were moronic. I don't have any idea how it can be profitable to keep people like that in that position, as it seems like aside from rebooting your modem, they will have to escalate it to the next tier. Anyway, if you believe that level of customer service is acceptable, you are part of the problem.
 
2014-08-26 07:01:12 AM  

wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.


It seemed to me they were blocking it based on bandwidth used, which is stupid. Also, regardless of whether they knew what Steam is or not, the reasons they gave for the service stopping were asinine.
 
2014-08-26 07:16:07 AM  
Yep.  6Mbps download overloading a 50Mbps connection makes total sense, better lock it down and send out a technician for a billable house-call.
 
2014-08-26 07:24:41 AM  
I could forgive this if it was a CS rep and not a tech support
 
2014-08-26 07:28:24 AM  
I used to have a similar problem. Wound up being (a) my router needing a firmware upgrade plus (b) needing a newer cable modem (I'd had both for many years).
 
2014-08-26 07:37:12 AM  
I used to have constant problems with my TWC connection. I've found that buying a decent router and buying my own cable modem fixed almost all of them.

TWC modems aand DVRs are shiat. I'm assuming it's probably the same with Comcast.
 
2014-08-26 07:37:22 AM  

ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.


Except the rep didn't really tell him that.  If Comcast was throttling the connection, then he should have been a)  knowledgeable about this policy and b) honest and upfront with the customer about this and c) not used vague language that implied that the customer was at fault and didn't know what he is doing.

It's called CUSTOMER SUPPORT for a farking reason.
 
2014-08-26 07:47:23 AM  

ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in.


Why did he use the term 'virus'? Do you think that was in any way a good diagnosis?
 
2014-08-26 08:56:40 AM  

Close2TheEdge: ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.

Except the rep didn't really tell him that.  If Comcast was throttling the connection, then he should have been a)  knowledgeable about this policy and b) honest and upfront with the customer about this and c) not used vague language that implied that the customer was at fault and didn't know what he is doing.

It's called CUSTOMER SUPPORT for a farking reason.


Before you give too much shiat to the CS Rep, most aren't properly trained (many are put on the floor with one or two weeks training max), and that is nowhere  near enough time to understand the complexities of a large companies policies, let alone be able to do proper tech support.  I worked for one of the cell phone companies, and I was given an unbelievable 10+ weeks of training, and you are still learning on the fly all the time.

Not only are you given questions about every single type of issues (tech support, billing, returns, plans), but you are expected to know right away.  It's a brutal job, and much of the time you are dealing with people who lash out at you because you work for a company they don't like.

I am not defending the companies themselves (they cause many of the issues), but the workers shouldn't be blamed for trying to survive every 8-10 shift of insanity.
 
2014-08-26 09:11:40 AM  
 I did tech support for Comcast for a couple years....there are some tech support employees there, but they barely can reset a router. The actual tech support is outsourced (surprisingly not to India---its all domestic) but they charge an extra fee for that support. It sounds like the customer got a hold of the Comcast internal support, which is useless. Their training basically consists of  how to reset a router and how to sent out a technician....
 
2014-08-26 09:12:07 AM  

murray208: ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in.

Why did he use the term 'virus'? Do you think that was in any way a good diagnosis?


Clearly, the rep was just trying to simplify things for the ignorant amd intelligent masses. "Heavy virus" is just authentic tech speak for "you're trying to use your contracted service you silly moron".
 
2014-08-26 09:19:21 AM  

sign_of_Zeta: Close2TheEdge: ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.

Except the rep didn't really tell him that.  If Comcast was throttling the connection, then he should have been a)  knowledgeable about this policy and b) honest and upfront with the customer about this and c) not used vague language that implied that the customer was at fault and didn't know what he is doing.

It's called CUSTOMER SUPPORT for a farking reason.

Before you give too much shiat to the CS Rep, most aren't properly trained (many are put on the floor with one or two weeks training max), and that is nowhere  near enough time to understand the complexities of a large companies policies, let alone be able to do proper tech support.  I worked for one of the cell phone companies, and I was given an unbelievable 10+ weeks of training, and you are still learning on the fly all the time.

Not only are you given questions about every single type of issues (tech support, billing, returns, plans), but you are expected to know right away.  It's a brutal job, and much of the time you are dealing with people who lash out at you because you work for a company they don't like.

I am not defending the companies themselves (they cause many of the issues), but the workers shouldn't be blamed for trying to survive every 8-10 shift ...


Not to mention that call centers are known for their brutal penalties and turnover. You step off script once, or only try to push an unnecessary upgrade on a customer three times instead of the required four, and you're out on your ass. For most call center CSRs, "giving decent and respectful customer service" and "paying the rent and keeping the lights on" are discrete choices, and with the low/mid class economy still in the shiatter, I can't really blame anyone for choosing the latter.
 
2014-08-26 09:39:54 AM  

Close2TheEdge:  If Comcast was throttling the connection, then [the phone tech] should have been... knowledgeable about this policy


I seriously doubt that Comcast would see any reason to give the first-tier phone techs any mechanism to know such a thing.  Those poor people have exactly one job: to make absolutely certain that you don't try to cancel your service, and then get you off the phone as quickly as possible. If anything actually needs fixing, they have level two support to deal with that.
 
2014-08-26 10:04:10 AM  

sign_of_Zeta: Close2TheEdge: ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.

Except the rep didn't really tell him that.  If Comcast was throttling the connection, then he should have been a)  knowledgeable about this policy and b) honest and upfront with the customer about this and c) not used vague language that implied that the customer was at fault and didn't know what he is doing.

It's called CUSTOMER SUPPORT for a farking reason.

Before you give too much shiat to the CS Rep, most aren't properly trained (many are put on the floor with one or two weeks training max), and that is nowhere  near enough time to understand the complexities of a large companies policies, let alone be able to do proper tech support.  I worked for one of the cell phone companies, and I was given an unbelievable 10+ weeks of training, and you are still learning on the fly all the time.

Not only are you given questions about every single type of issues (tech support, billing, returns, plans), but you are expected to know right away.  It's a brutal job, and much of the time you are dealing with people who lash out at you because you work for a company they don't like.

I am not defending the companies themselves (they cause many of the issues), but the workers shouldn't be blamed for trying to survive every 8-10 shift of insanity.


Two weeks would be a dream in some of the call centers I've worked in. Most of the time it's toss you a few out of date power point presentations and call it a day. They figure apologizing for crappy service is easier than providing good service and the odds against you disconnecting are low anyway.
 
2014-08-26 10:06:13 AM  
I have a similar issue with GOG and my bank.  Everytime I try to use my debit card to purchase a game through GOG my bank blocks the purchase claiming it's suspicious.  I have to call to get them to unblock it, then they send me a letter two weeks later claiming my account may have been compromised and to call immediately.  I call and they go through and verify that I was the one who made the purchase.  One time I forgot to call in time and they reported my card stolen, something I found out when I went to fill my gas tank.  It's very frustrating that these people don't know about popular video gaming services.
 
2014-08-26 10:10:08 AM  

RxtCrk: I have a similar issue with GOG and my bank.  Everytime I try to use my debit card to purchase a game through GOG my bank blocks the purchase claiming it's suspicious.  I have to call to get them to unblock it, then they send me a letter two weeks later claiming my account may have been compromised and to call immediately.  I call and they go through and verify that I was the one who made the purchase.  One time I forgot to call in time and they reported my card stolen, something I found out when I went to fill my gas tank.  It's very frustrating that these people don't know about popular video gaming services.


You don't even have to know about the gaming systems as much as correctly asking about the gaming system.
 
2014-08-26 10:27:40 AM  

RxtCrk: I have a similar issue with GOG and my bank.  Everytime I try to use my debit card to purchase a game through GOG my bank blocks the purchase claiming it's suspicious.  I have to call to get them to unblock it, then they send me a letter two weeks later claiming my account may have been compromised and to call immediately.  I call and they go through and verify that I was the one who made the purchase.  One time I forgot to call in time and they reported my card stolen, something I found out when I went to fill my gas tank.  It's very frustrating that these people don't know about popular video gaming services.


The bank that you utilize likely identifies all transactions with foreign companies as "suspicious". Their response, however, is excessive; while I receive notifications from Chase after purchasing from GOG, no further action is taken without my intervention.
 
2014-08-26 10:35:24 AM  

The Larch: Close2TheEdge:  If Comcast was throttling the connection, then [the phone tech] should have been... knowledgeable about this policy

I seriously doubt that Comcast would see any reason to give the first-tier phone techs any mechanism to know such a thing.  Those poor people have exactly one job: to make absolutely certain that you don't try to cancel your service, and then get you off the phone as quickly as possible. If anything actually needs fixing, they have level two support to deal with that.



Sadly, that does seem to be the current design for 'tech support'
___

On a side note - let's say you DO want to cancel.  It is never a simple process.  Nope.  Even if you opened the account online you have to call to cancel so that they can try to talk you out of it (or flat out deny you).

So be smart about it.  They know that time is a commodity you would rather not expend talking to a phone rep.  They try to use your impatience (and emotions against you).  Don't let them.  Set aside an hour - get some popcorn and your favorite beverage.  Then grab your phone.

Now, I know there are those on Fark who say that phone reps are just doing their job.  Sorry - they are the face of the company at that time.  If I saw someone hold a cardboard sign stating "Will beg for food rather than work for the devil's teat that is AOL" I might toss them a fiver.

Back to the subject - we are not going to make their lives hell.  We are just going to have fun.  We are going to make it entertaining.  When you call to cancel the service, you will be asked "Why do you want to cancel?".  This is not because they are genuinely concerned.  They are simply trying to counter your reasoning.  Understand that they have something to lose at this junction and they are trying to hedge the cards in their favor in being able to respond to you.  They have a well-thought out process in place to keep your money coming to them.

Time to alter that process a bit.

METHOD 1 -  Everyone has that one relative that loves to tell overly (to the point of needlessly) detailed story.You know the one - "It was a Monday if I recall.  The weather was nice and sunny.  There were a few clouds in the sky and a gentle breeze.  I was a young lad of about 11 years of age back then and I had just gotten my first kite..This was June in 1969.  Now I know you are saying to yourself. Jane, what does kites and summer days in 1969 have to do with why someone would be cancelling their cable service (which, allow me to say, is a mighty FINE question).  A fine question with a fine answer.  I am going to thank you for your patience in advance.  Now where was I, ah yes, I was 11 years of age back then.  Just turned 11 you see as my birthday was in the last week of May so. . ."

Write a script.  Take your time with it.  Bonus if you use a slow drawl (southern or otherwise).  The customer service representative will probably try to interrupt you stating that such a backstory is unneccessary.  Pause them poiltiely when they do and respond "I understand your need for haste but I must paint the backdrop, give you a bit of the history of what happened so that you can appreciate what begat the thought processes that ultimately culminated in my decision to no longer wish to use your fine product (or service).

If there is a disclaimer stating you can record it, do so for entertainment purposes later (I know of one credit card company that stated on their billing statements that you were free to record the call without notifying the representative.  I do not know if that still goes).

METHOD 2:  This one is a bit more evil but a lot more fun.  When the representative asks you why you no longer wish to subscribe to their service, simply state something like, "Because Comcast hires black people".  Comcast is being used as an example and 'black people' was just a randomly chosen demographic.  This is a bit more fun if you are of the demographic in question but I am getting ahead of myself.  That statement is loaded.  Quite loaded.  Better than a decked out Texas Roadhouse baked potato loaded.

There are few proper ways to respond to such a statement.  However, the most likely response is going to be, "Sir/Madam - Federal law prohibits any company from discriminating against individuals on the basic of sex, race or religion" (or something similar)

FUN TIME!!

If you guess your next statement to be, "Are you saying you only hire black people because Federal Law requires you to do so?  What does your company have against black people?"

There is no win for the representative in this situation.  Be nice and not raise your voice at them but feel free to take it to an unrealistic level.
 
2014-08-26 11:11:16 AM  

The Larch: Close2TheEdge:  If Comcast was throttling the connection, then [the phone tech] should have been... knowledgeable about this policy

I seriously doubt that Comcast would see any reason to give the first-tier phone techs any mechanism to know such a thing.  Those poor people have exactly one job: to make absolutely certain that you don't try to cancel your service, and then get you off the phone as quickly as possible. If anything actually needs fixing, they have level two support to deal with that.


Bullshiat.

I've dealt with the exact same throttling policies out of Comcast. I've used different types of tunnels onto other networks to try and get around it, but it always appeared to be raw bps that triggered the throttle.

And I was a new customer. I wasn't flagged for high usage, late pay or anything like that.

"they have level two support to deal with that" is not the situation. They have level one support and field agents designed to see to it you never make it to level two support. Otherwise people might actually figure out what shady crap they're pulling with their policies.

I had to waste countless hours over a few weeks of calling and calling and calling and calling. They sent me modems, they dispatched techs and it was only when I was a big enough pain in their ass the problem magically went away.

I never once worked with a second tier support person that understood my issue or acknowledged the policies that were causing the issue. It was criminal and if they didn't have their precious monopoly I'd have been gone from their services months ago.
 
2014-08-26 11:57:25 AM  

MurphyMurphy: The Larch: Close2TheEdge:  If Comcast was throttling the connection, then [the phone tech] should have been... knowledgeable about this policy

I seriously doubt that Comcast would see any reason to give the first-tier phone techs any mechanism to know such a thing.  Those poor people have exactly one job: to make absolutely certain that you don't try to cancel your service, and then get you off the phone as quickly as possible. If anything actually needs fixing, they have level two support to deal with that.

Bullshiat.

I've dealt with the exact same throttling policies out of Comcast. I've used different types of tunnels onto other networks to try and get around it, but it always appeared to be raw bps that triggered the throttle.

And I was a new customer. I wasn't flagged for high usage, late pay or anything like that.

"they have level two support to deal with that" is not the situation. They have level one support and field agents designed to see to it you never make it to level two support. Otherwise people might actually figure out what shady crap they're pulling with their policies.

I had to waste countless hours over a few weeks of calling and calling and calling and calling. They sent me modems, they dispatched techs and it was only when I was a big enough pain in their ass the problem magically went away.

I never once worked with a second tier support person that understood my issue or acknowledged the policies that were causing the issue. It was criminal and if they didn't have their precious monopoly I'd have been gone from their services months ago.


SO much this.  I hate going to fix a computer for someone because "it's slow" only to find the slow is their crappy comcast internet.  There is no way to get the reps to understand what you're trying to say, because to them, you can't possibly know the actual cause of the slowness.

Terrible service, terrible people.  It's a terrible shame they're still in business.  Hopefully as the Baby Boomers who don't know any better die off, a generation who understands and wants/needs high speed internet will get it right and stop giving them business.
 
2014-08-26 12:05:10 PM  

MurphyMurphy: I've dealt with the exact same throttling policies out of Comcast. I've used different types of tunnels onto other networks to try and get around it, but it always appeared to be raw bps that triggered the throttle.


50 Mbps service!*

*offer valid for first 50 Mb
 
2014-08-26 12:23:23 PM  
So is Half-Life 3 confirmed?
 
2014-08-26 12:35:08 PM  

IronJelly: MurphyMurphy: The Larch: Close2TheEdge:  If Comcast was throttling the connection, then [the phone tech] should have been... knowledgeable about this policy

I seriously doubt that Comcast would see any reason to give the first-tier phone techs any mechanism to know such a thing.  Those poor people have exactly one job: to make absolutely certain that you don't try to cancel your service, and then get you off the phone as quickly as possible. If anything actually needs fixing, they have level two support to deal with that.

Bullshiat.

I've dealt with the exact same throttling policies out of Comcast. I've used different types of tunnels onto other networks to try and get around it, but it always appeared to be raw bps that triggered the throttle.

And I was a new customer. I wasn't flagged for high usage, late pay or anything like that.

"they have level two support to deal with that" is not the situation. They have level one support and field agents designed to see to it you never make it to level two support. Otherwise people might actually figure out what shady crap they're pulling with their policies.

I had to waste countless hours over a few weeks of calling and calling and calling and calling. They sent me modems, they dispatched techs and it was only when I was a big enough pain in their ass the problem magically went away.

I never once worked with a second tier support person that understood my issue or acknowledged the policies that were causing the issue. It was criminal and if they didn't have their precious monopoly I'd have been gone from their services months ago.

SO much this.  I hate going to fix a computer for someone because "it's slow" only to find the slow is their crappy comcast internet.  There is no way to get the reps to understand what you're trying to say, because to them, you can't possibly know the actual cause of the slowness.


Which is why when I call tech support, I state that I have  degree in computer networking and computer science, and clearly state all of the troubleshooting steps.  Most of the people I've talked to appreciate this and typically forward me to a level higher because my steps already exhausted their training.

//last time SIM card wasnt correctly activated
 
2014-08-26 12:36:54 PM  
*all of the troubleshooting steps I have already undertaken
 
2014-08-26 12:50:28 PM  
Caller sounds like as much of an internet. "My internet will like randomly disconnect when I am trying to download my little game"
 
2014-08-26 01:21:05 PM  

wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.


Oh, look, an idiot who didn't read the article.


ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.


And another!


Arumat: Yep.  6Mbps download overloading a 50Mbps connection makes total sense, better lock it down and send out a technician for a billable house-call.


Steam gives rates in bytes per second, while your bandwidth rating from your ISP is almost always given in bits per second, so yeah, actually a 6- "meg" download from steam is going to be ~ 48 mbps, so accounting for overhead and miscellaneous other uses of bandwidth, that's his full allotment.  That's not really relevant, though.

Bandwidth caps aside, if your service is working correctly you can generally "peg" it indefinitely - obviously having a saturated connection would adversely affect your ability to communicate with other services, BUT, that's not the problem described.  The problem described is that the download initially starts out at the (quite sensible) 6 megs, and then terminated until manually reinitiated (and it sounds like this was effectively terminating all connectivity, as well).
 
2014-08-26 01:32:12 PM  
I once had to explain ping time to a Comcast rep.  That was before they accidentally deleted a large portion of their user base from the billing system and caused crazy outages.   I don't expect much from call center personnel, honestly.  Some companies train knowledgeable staff, and others pay for morons to befuddle customers.
 
2014-08-26 01:51:34 PM  
Comcast gets a million phone calls a day. Someone picks out a stupid one with some temp in a cubicle somewhere and that's a news story. It's boring.

I'm not wasting time on the phone because I might get stuck with someone like this. The way you handle Comcast problem anything is that you go to their office and talk to them face to face. If they can't do anything there then send a guy out. I have never had any problems dealing with them.
 
2014-08-26 02:08:58 PM  

sign_of_Zeta: Close2TheEdge: ongbok: wyltoknow: ...So? You think these people should be knowledgable in every internet phenomenon and cultural trend? Their job isn't to troubleshoot the intimate details of why your TF2 stopped working eventhough you were totally pwning those noobs. Sheesh.

This.

And it seems as if he was using the term "too heavy" to say that it was taking up too much bandwidth, which is probably a good way to describe what was going on to 99% of the people who call in. It isn't the reps fault that Comcast was choking the connection, and he did a decent job of explaining what could be happening without using a bunch of terms that 99% of the public wouldn't understand and would get frustrated by if he tried to use them to explain the problem.

Except the rep didn't really tell him that.  If Comcast was throttling the connection, then he should have been a)  knowledgeable about this policy and b) honest and upfront with the customer about this and c) not used vague language that implied that the customer was at fault and didn't know what he is doing.

It's called CUSTOMER SUPPORT for a farking reason.

Before you give too much shiat to the CS Rep, most aren't properly trained (many are put on the floor with one or two weeks training max), and that is nowhere  near enough time to understand the complexities of a large companies policies, let alone be able to do proper tech support.  I worked for one of the cell phone companies, and I was given an unbelievable 10+ weeks of training, and you are still learning on the fly all the time.

Not only are you given questions about every single type of issues (tech support, billing, returns, plans), but you are expected to know right away.  It's a brutal job, and much of the time you are dealing with people who lash out at you because you work for a company they don't like.

I am not defending the companies themselves (they cause many of the issues), but the workers shouldn't be blamed for trying to survive every 8-10 shift of insanity.


Sorry, but IT support is my business so I've heard all the stupid questions too. And I'll give Comcast credit that they are getting better. But bad training is still bad training and they should be much better at this if the majority of their customers use CS as their first line of interaction.
 
2014-08-26 02:39:52 PM  

Close2TheEdge: Sorry, but IT support is my business so I've heard all the stupid questions too. And I'll give Comcast credit that they are getting better. But bad training is still bad training and they should be much better at this if the majority of their customers use CS as their first line of interaction.


I agree.  I just want to defend the person on the other end, not the company.  They were probably thrown into the fire without the proper training.  It's near impossible to do a good job without proper support.
 
2014-08-26 02:52:52 PM  

Silvyrbug: I did tech support for Comcast for a couple years


i.imgur.com
 
2014-08-26 03:03:52 PM  

barneyfifesbullet: Comcast gets a million phone calls a day. Someone picks out a stupid one with some temp in a cubicle somewhere and that's a news story. It's boring.

I'm not wasting time on the phone because I might get stuck with someone like this. The way you handle Comcast problem anything is that you go to their office and talk to them face to face. If they can't do anything there then send a guy out. I have never had any problems dealing with them.


I don't mean this in the wrong way... but the reason the Comcast stories resonate so much and get traction is because there are many people who have had very bad experiences with them. If it was just one or two botched calls a day, they'd probably be fine... but we all know that's not true... in this thread I'm sure there are multiple people who have had very negative calls with Comcast.

As for me, I called back in November because I was having problems with Comcast dropping my connection every time I tried to vpn back to my home network... the man on the phone said "those internet games can take more bandwidth than you have." I mean, aside from the fact I pay for 50Mbps, using the vpn to get some work done hardly qualifies as "those internet games." I don't fault the actual support guy though... I mean, he clearly didn't know what a vpn is, and without even the most basic training, you can't really expect your people to be successful.

Where I find fault with Comcast is where I fault many companies... instead of finding competent and knowledgeable people, and utilizing them to train less knowledgeable people, they go to a "briefcase" system where they simply plug keywords you use into the system, and respond with pre-made responses. Most of the frustration people get from phone interactions is with people who are... for lack of a better term... intermediaries between you and a computer. Though they give a human voice to the automated response, they exist solely to provide the voice, they don't get very much leeway in terms of what the response actually is. It would be better to hire competent people (even if they cost a little more) who know what they're doing, and let them feel out the situations and respond as they feel appropriate. Recent attempts at automating human interactions in a manner that cuts labor costs and emphasizes low-call time with add-on sales are a woeful failure and should be abandoned post-haste.
 
Ant
2014-08-26 03:05:55 PM  

BumpInTheNight: Having worked in a large ISP's call center way back in the day I am not surprised at all that someone would pull answers like this out of their butt to try and get someone off the phone.  This is not unique to Comcast, not by a long shot.

/did Mike Rowe ever do a Dirty Jobs episode about call center work?  He should have


Aren't they required to keep each call under a certain amount of time? This is what happens when you try to quantify the unquantifiable.

"Wow! this rep gets people off the phone after only 2 minutes! He must be really good at his job. Give that man a raise!"
 
2014-08-26 03:22:03 PM  

firefly212: As for me, I called back in November because I was having problems with Comcast dropping my connection every time I tried to vpn back to my home network... the man on the phone said "those internet games can take more bandwidth than you have."


I don't care how undertrained/underqualified they are for the job - "those internet games can take more bandwidth than you have" is not something that should ever realistically be uttered by a Comcast employee.  It's pretty much an anachronism - it hasn't been realistically true since the days where dialup was the norm, and there isn't a game out there that can even dent a 50 mbps pipe.  Most games require VERY little bandwidth.
 
2014-08-26 04:18:29 PM  
It's water heated to 100° C. Duh.
 
2014-08-26 06:06:30 PM  
More technically correct, it's water that has phase-changed into its gaseous form through the application of heat.
 
2014-08-26 06:14:41 PM  

Ant: BumpInTheNight: Having worked in a large ISP's call center way back in the day I am not surprised at all that someone would pull answers like this out of their butt to try and get someone off the phone.  This is not unique to Comcast, not by a long shot.

/did Mike Rowe ever do a Dirty Jobs episode about call center work?  He should have

Aren't they required to keep each call under a certain amount of time? This is what happens when you try to quantify the unquantifiable.

"Wow! this rep gets people off the phone after only 2 minutes! He must be really good at his job. Give that man a raise!"


Pretty much, that and you get promoted to a position where you're the 'mentor' whom the other techs seek out for advice and your dismissive & vague answers turn their own lives to hell by pushing your apathy onto their customers too...but hey you soon get promoted ...again!

/I was playing many a good game of Alpha Centauri during the day before long
 
2014-08-26 08:12:27 PM  

anwserman: Which is why when I call tech support, I state that I have  degree in computer networking and computer science, and clearly state all of the troubleshooting steps.


I tell them I'm Chuck Norris, and if my router could have been fixed by something as simple as rebooting then it should have had the good sense to reboot itself before I delivered a roundhouse kick to it.
 
2014-08-26 08:42:29 PM  

Jim DiGriz: More technically correct, it's water that has phase-changed into its gaseous form through the application of heat.


swtor.gamingfeeds.com
 
2014-08-26 11:30:27 PM  

ubermensch: A non-gamer doesn't know what Steam is? Call the cops and CNN! That's un'merican!


You are aware that Steam has been delivering non-gaming software for over a year, right? They have stepped out of the "Exclusively gaming related software distributorship" realm and are now just "Software distributors". They are easily the best place to get audio, video, and image manipulation software. And they are adding OS software too. That is a bit more than something only a "Gamer" should know about.
 
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