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cak,i feel your pain,my question is has anyone ever got good tech support?
I know i haven't,thats why i google.

I think he did get something. 

Funny read man, have you ever dealt with AOL. 

AHAHAHAHAHAHAHA

You should call Hughes Tech support, its like that ALL of the time, no matter what!!

Then again, they are in India, and are payed less than farm help......

Thanks Shug.  No, never had the pleasure of dealing with AOL:)  Just did a survey for TW and reiterated my displeasure. 

ISPGeek:

I'm an IT professional and have been in networking and programming for over 10 years.  You have quite alot of assumptions in your response.  What happens when you ASS-U-ME too much?  (Makes an ASS Out of (U)you and ME.....

I understand that problems occur and that it takes alot for a conversion of this magnitude.  I'm a bit perplexed that you assume no one knows as much as you about IT/Networks, etc..  Further, you assume (incorrectly)  that I treated the staff of RR with less than professional courtesy.  You also assume that I did not know that the support staff, are in essense, the same people.  The staff are not the problem here and you are right, they get the brunt of it in these situations.  The decisionmakers who implemented the changeover without notifying customers of potential problems are the real culprits.  I was told by one of the techs that I did get through to that they were aware that the problem I had was going to be an issue, but they had predicted incorrectly how far-reaching the impact of the problem was going to be.  If I implement anything on my networks, I make damn sure there are no unforseen issues that will occur and if there is a known issue that my end users will experience, I have the common courtesy to send them an email prior to the implementation informing them that an issue will occur.  Further, I send an email also if I have no unforeseen expectations of problems, again, common courtesy.  I'm aware that the implementation affected all other users of RR and this is why other users should complain to RR and get credits as well.  This whole situation is just another example of poor  customer service by large corporations.

My undies get in a bunch when people try to defend the flawed actions of large multi-national corporations driven by their bottom line, not their customer service.  Would it have hurt TW-RR to send an email to the Adelphia customers explaining that there may be down time and they expect problems to occur with the changeover from Adelphia to RR?  Also, would it have been a big burden and costly for TW-RR to inform Adelphia customers when the implementation was to occur?  There is no information coming from TW-RR at all throughout this changeover and this is simply not acceptable for me as an end user who is paying for a service, in my view.  YOU need to understand that customer service should be first and foremost in any corporations eyes and should be first and foremost for each staff member.  But, then again, the majority of Adelphia customers in the NorthEast only had Adelphia available for cable speeds, so I guess that TW-RR CAN just ignore customer service, since we are a "captured audience", so to speak.

I'm sorry, ISPGeek, but the TW-RR decisionmaking process is flawed in my view.  If you are a decision maker there, you may want to help alleviate this type of thing from occurring again by looking at it from the customers perspective.  If you are frontline support, I feel for you because I know there are many out there that blame the front-line techs. 

Simply, there is no excuse for poor customer service at any level of a corporation.  Peace.


 

same

I did not come out swinging, but if you wish, I will.  Just let me know......

     I never said the people I spoke with were incompetent.  Quote:  "It is fair to assume by your first rant about how incompetent the staff that you encountered were that you were probably not the nicest person to deal with."  And to use your own words, "You don't know me from Adam"  They, contrary to your assumption, were very helpful.  The ineptness was pointed to the people who decided to provide poor customer service, whoever they are. 

The only assumption that could be gleaned about you from my response is that you may work for TW.  You may or may not work for TW, but at least my assumption was partially correct....

But in your response, like before, the assumptions abound.  All I can say is WOW! 

Quote:  "It is also fair to assume since we get people like you all the time...who's first statement in the call is  "I'm a network engineer...blah blah blah and you don't know what you're talking about" that you clearly have not been treating your customer service professionals with the respect they deserve".... "I sir have been an IT professional for 22 years 11 months and about 8 days (took me a bit to compute that..honestly I don't keep count normally), long before you were probably even a concept so please...do not lecture me about responsibilty of the company.   I have created and managed more technical support departments than you can count on all your digits combined.  The facts are you do not have even a glimmer of a concept of what it takes to convert a cable based network of this size...in your wildest of dreams you will never work on such a network most likely."

     You can directly flame me all you wish, but your argument has no standing on the issue of providing poor customer service, such as TW did concerning this implementation.  The way you try to diminish the real issue by attacking me in your latest response astounds me, since you have been in this business for 22+ years. 

     I'm sorry, but I do not like to be "set straight" by anyone who uses personal attacks such as that you have just written. And by the way, I would not want to work on such a network, since I would just be one of the faceless millions.