Originally Posted by Papas And for those saying we should deviate from the set of questions/steps we have you do, employees are fired for doimg that. They train us how to do the job one way, if we go past the demarc, or deviate from the line of questioning they can be fired.
this is the biggest issue.
companies need to find a better method instead of going over the same routine even though it doesnt work.
most often when i call comcast, i end up having to wait an hour or more for a simple issue. (one time, it turns out that there was just a simple internet outage in my area, and it took the person im talking to 1 hour to figure that out, which he only figured it out after contacting his supervisor, which was, sadly, after the general routine of reseting everything one by one.)
Originally Posted by Papas
Also, not everyone at comcast is a moron. There are alot of people who know alot more than some of the people on here but we have what is called a certain point of diagnostics we cannot go past. On phone tech support NO one would dianose this issue on the first time. You would have to call multiple times as 99% if the device reports online, and there are no "lost times" it would generally means its a router, switch, computer issue.
also, it just doesnt help that they tell us to do the same thing repeatedly.
im sorry if im offending you, i just realy have a personal problem with comcast, due to phone calls with them lasting hours.
(sadly, comcast is the only internet provider in my area)