> Im a bit late to this but here goes.
>
> Great post. Very Informative. Agree with most of the
> tips and a few I have some concerns with.
>
>
> First, your Comcast technician cannot be 100%
> 0% educated on every piece of equipment you may link
> to your wireless router. We do our best and attempt
> to provide you with the best service possible.
> Understand that when something goes wrong and you are
> forced to call "Customer Support", chances are, (and
> these are great chances) you wont be talking to
> someone who has installed any of the services we
> provide. These are people generally who generally
> been involved with customer support or phone support
> operations at some other job and chose to join our
> team.
>
> They mostly are there to listen to your complaint
> t and get the right guy/gal out to your home as soon
> as possible. They may or may not attempt to resolve
> your issues over the phone with the usual, "Unplug
> for ten seconds", or I'm sending a converter hit now,
> or "Release IP, Refresh IP etc etc etc. We are not
> trained in XBOX wireless setups, Playstation setups
> or any other. We bring the best possible forward
> signal to your home and attempt to ensure you have
> the best possbile return path.
>
> This wireless guide is but one of many ways you can
> HELP YOURSELF and at the very least, have a good
> headstart on things should a ComTech have to be
> dispatched to your home. As Baric said, he couldnt
> possibly post a guide for every single piece of
> equipment out there. So is it fair to expect that
> $9.50 per hour technician to know every single
> equipment combination out there. Sorry, we dont. Some
> of us do. But we are the guys/gals you will speak
> with on the phone when things go screwy.
>
> Lastly, we realize you pay hard earned money for the
> e services you ordered and you expect us to provide
> those without excuses. We recognize and welcome the
> challenge, but understand that when our day is filled
> with driving 10-30 miles just to change batteries in
> a remote control, or change the channel of a TV to
> channel 4, its kind of hard to fulfill that promise
> of prompt customer service to those of you who seek
> out and use these guides in an attempt to help
> yourself. For every one of you who demands prompt
> service and reliable tech support, there are 50 of
> you who wont even change the batteries in their
> digital box remote control or ensure that their "Xp
> network connection" is enabled.
>
> Great guide, sorry for the long wind. But we as a
> a whole do care about your service. I take great
> pride in driving away from a Irrate customers home
> and they are securely surfing the net or recieving
> the video programming they pay for.
>
>
> William
> Tech 526
great post, William - I'm sort of a novice-intermediate but I know enough to know that not everybody knows everything - and I get real tired of folks who constantly bitch in their posts at people who are just trying to do the best they can under limited circumstances. It continues to amaze me that people expect the rep who picks up the call to be the best tech in the world!!
It's so difficult to diagnose and fix stuff over the phone - I think most of us have experienced that when we get a call from the spouse saying "Honey, the computer won't work!"
Jack
