Re: [Nolug] Cox Connection Dropping

On Mon, 11 Oct 2004 23:17:06 -0500 (CDT), -ray wrote:
On Mon, 11 Oct 2004, Charles Jouglard wrote:

> Contrary to what Dave thinks we are here to help.

While I believe you are being sincere, it is hard to get someone with the
same sincerity on the phone when calling the main support number. But
Bellsouth, Charter, and [insert large company name] have the same
problem. I can just hear Matthew's support call:

Tech: Welcome to (Cox|Bellsouth|Charter) support. How can i help you?

Matthew: Yes i have an issue where i lose my connection at random times
and get kicked out of online games. It comes back in a few minutes, but
it's annoying.

Tech: Ok, first can i get you to reboot your modem?

Matthew: Well it's working fine right now.

Tech: Great. Next time it's down, visit www.cox.com/support for further
information. Have a nice day.

Now it is better to call when the problem is actually occurring. But it
will come back up before you get someone on the phone, or while you're
rebooting the modem, pc, or checking DNS settings at the tech's request.
The tech thinks you're smoking herb and the modem reboot fixed it. Yet
the problem persists.

I can totally understand the reluctance to call support with a problem of
this sort.

ray

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Ray DeJean                                                  http://www.r-a-y.org
Systems Engineer                    Southeastern Louisiana University
IBM Certified Specialist                AIX Administration, AIX Support
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Ray,
I can echo your sentiments....  You are correct, pretty much "INSERT ANY LARGE 
COMPANY HERE" is providing support from the same stand point.  Locally we've 
moved our first line of troubleshooting in house away from the national call 
center.  We are working to have our personnel better trained.  
If you've ever worked support you know the first time you don't start 
troubleshooting at the very beginning of the process it will be that one very 
basic issue that will bite you down the line. i.e. the modem is stuck in some 
strange state, or the cat chewed the cat5 cable that is lying on the floor.  And 
it's the cable from the modem to the router, thus nothing is able to get on the 
Internet....
One of the funniest cartoons I have is a computer owner on the phone with tech 
support.  The tech support rep tells the customer to open the computer case to 
perform some tests.  The customer tells the rep "there is a sticker on the rear 
that says WARRANTY VOID IF REMOVED"
The Rep says "Okay, well call me if anything changes" and hangs up....
I would hope our tech support is working better then this.  My vision would be a 
separate line for more advanced users.  The ones that have done the basic 
troubleshooting and need assistance with more advanced techniques or 
verification of a network issue.  Hopefully we could implement that vision some 
day.  Maybe even in our lifetime.
  
Cheers, 
Charles 
  
   
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