When you call to get tech support for your cable or other TV provider- please have a good idea of what’s on the screen- please be near the TV with the issue not in your car- your office 20 miles away or even outside before you call- the person on the phone is accountable for how long each call they receive takes to complete and you’re not making things any easier when you have to walk (or worse yet- drive) a long way to get to the TV set.
When you need your shoes fixed do you call a foot doctor?
Why would you call your cable company for help hooking up a DVD player?
Why is it so hard for people to grasp that sports programming which is blacked out isn’t blacked out just to piss you off? It’s blacked out because the providers
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How about if you expect us to be close to our equipment/accounts/etc. then why don’t you guys learn how to enter the number in less than 7.5 minutes and then give some stupid info that we already know like um you haven’t paid your bill. No crap, you haven’t fixed my bill so I’m not paying…listen first, speak second…should be the motto of customer service. I understand your job BLOWS but that’s not my problem, you chose to work for a sucky company. And why when i call because you charge me too much are you going to try to get me to buy some new promotion! WTF!!!! Shut up about the customer…you sit there all day, why are you in a hurry! Get a better job
zach on November 3rd, 2008 at 6:27 pm | Link
zach: I see you have never worked in any customer service job. This person’s tech support post is spot on.
bob on November 3rd, 2008 at 6:52 pm | Link
I agree w/ the poster of this blog. I work the exact position as him for
a cable company, and it is difficult for us to help customers when they aren’t even in front of their tv to give us info. Seriously, Zach, you should know this. And our jobs don’t suck.. it’s a pretty awesome job w/ great benefits and pay. And we get so much free stuff, it’s unreal. It sounds like you’re one of those customers, Zach, who the poster of this blog is referring to. So maybe you should grow a brain and shut the F*** up. By the way, I doubt your bill is really that messed up. Quit ordering all those adult ppv’s and your bill wouldn’t be so high
miss lovin it on November 3rd, 2008 at 7:53 pm | Link
well, How about if cable companies stop Forcing …and charging People a monthly rip-off “rental” fee to use their ****ty cable boxes in the first place ….that are technically not needed at all… that generally CAUSE issues with setting up other devices.
cable techs are just a step above fast food service… be grateful that your ass has a job that hasnt been sent oversees.
AD on November 3rd, 2008 at 9:18 pm | Link
Zach–do you even understand that your bill isn’t handled by customer service? So stop taking it out on them. You sound like one of those asshole customers who have no manners, and people like you are WHY I quit. Customer service reps are humans too. And yes, it’s stupid to have to hear information you already know, but it’s company policy. If you have such a big problem with that, bitch to headquarters, not to us. But chances are that if you’re going to be rude like that, nobody gives a damn about what you have to say. BTW, it IS your problem; customers like you make the job suck. I enjoy helping people who are mature enough not to take their frustration out on me.
Wendy on November 3rd, 2008 at 9:22 pm | Link
The majority of tech support monkies are quite simply ’stupid as a box of rocks’
when i call with a technical concern, they repeat the problem back to me a dozen times, and still have no idea what i am talking about. i then choose to belittle them, ensuring they realize how stupid they really are at the conclusion of the call.
i had a cable modem outage, called support and argued with this tard and inisisted that i wanted a ‘truck with a big satellite dish to come to my house and wire this truck up to my cable modem’
this shut the idiot up for 10 seconds and then had to ask a supervisor how to dispatch a satelite truck….
lmfao
gimpygoat on November 3rd, 2008 at 9:56 pm | Link
I agree with the poster. I currently to tech support and I get the customers who are at work, trying to troubleshoot their modem that isn’t getting any internet connection, then they get pissed at US because we can’t help them when they aren’t at home. Um…I’m sorry? How much sense does it make to call in to fix your internet service at HOME when you’re not there?! And like another comment that I just read, if you don’t like the way we HAVE to handle things, complain to headquarters. But I am willing to bet, just because YOU have a problem with us, doesn’t mean they’re going to change it. Follow directions the FIRST time and maybe it won’t be so hard.
snapshotchick on November 4th, 2008 at 6:50 am | Link
I work for Comcast tech support for the Internet. I can honestly tell you that 9 out of every 10 calls I get are just people who are not bright whatsoever that didn’t try to reset the modem, didn’t check their IP address, didn’t bypass their router.
I had a lady call tonight who wanted to take down my name and ID number because of the “terrible support” she’s gotten. I spelled it for her and told her I really couldn’t care less because I resolved her issue and we’re not responsible for all the extra nonsense she wanted to talk about. These are the kinds of threats we get all the time from people who just don’t have a clue.
This is not a computer class, this is a line that people should call if COMCAST products are not working. This is not a free computer help line.
Another guy calls and makes personal attacks because he’s only getting 2.5 megs and hes provisioned for 8. Have him bypass his router, oh wow what a surprise now he’s getting 10. Don’t you think these people should do something on their own before calling? I know the saying is the “customer is always right” but I have never followed this policy. If the customer is wrong I’m always going to say it to the ones who are rude to me. Comcast puts up with it because my handle time is low and my repeat calls are the lowest in the building. The managers look the other way when I tell a customer they’re wrong or they should have done this on their own, etc because I’m saving the company a lot of money.
Bottom line is customers need to do a little more research and troubleshooting on their own to prove to me they have a little bit of common sense before calling.
Jack on November 15th, 2008 at 11:20 pm | Link
no im sorry i call for legit complaints when i am in front of my tv… and when i used comcast, all i ever got was “well did you hook it up right?” followed by “ma’am i dont need this attitude from you, good bye!” and all i would say was”hook it up right?? are you serious?? i didnt hook it up! YOU did!!”
but i do agree it would make me mad if someone called and had no clue what they were talking about bc they werent by their tv, but at the same time if you listened to us maybe you would realize we dont know what we are talking about when we are right infront of our tv and thats why we called you!!!!! i dont work for you dont ask me what the code on my box means!!! yes it has happened! i cancelled my services! and dont ask me if i hooked it up right if you see the charge for you to install it right on your damn computer! and dont tell me you can get someone to fix it in 2 months! just let me come in give you my broken box and get a new one! thats all i want if you cant fix it from your little computer, I will!
and “Jack” well if i did more research to make your job easier i would be working for you… and i wouldnt need your help, instead i called bc i dont know what to do to fix YOUR router or YOUR cable box, but hey i dont work for you and i dont work on electronics so when YOUR equipment is showing static, guess what im gunna call… dont like it, get a labor job!