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Re: comast email issues, who else has them?
On Thu, 7 Sep 2006, S. Ryan wrote: > > > Christopher L. Morrow wroteth on 9/6/2006 5:11 PM: > > something truly wrong? So escalating every problem that seems even half > > baked isn't an option? > > You're probably right. However, if someone called my place of > employment (a small local ISP) and complained followed by quite a few > others, I would at least escalate the issue so someone higher than me > can check out logs, connectivity, etc.. things I don't have access too > to make sure there isn't a problem. > > What is unfortunate is the fact that this generally doesn't happen. You > get lots of calls and Tier I does the obvious and it works and works on I think you are doing 2 things here: 1) assuming that there is a local and flat (all in one place and within earshot) tier1 2) someone is correlating issues across all tier1 tickets in 'real time' (or near realtime even) > those others that call that the issue must be them and it's case closed > and nothing gets escalated. It's even worse of the problem gets > seemingly solved and the customer doesn't call back for quite a while.. > gives the appearance all is well even though it truly is not. > Ask a credit card company about the number of sub 10$ fraudulent charges they get on a monthly basis across their customer base, they do nothing to stop it... in fact they don't track it (in most cases) because it's not federally reportable :( Unless someone has a ticketing system that tracks problems and allows you to correlate the events in near-realtime for 'problem caused by' there is no want to know when there is a mass problem :( Or atleast it's much harder to do that correlation :( > > > > Perhaps some of the comcast folks reading might take a better/harder look > > at their customer service tickets and do a 'better' job (note I'm not even > > half of a comcast customer so I'm not sure that there even IS a > > problem...) on this issue? > > Most ISP's could do a better job. The last ISP I worked at utilized RT > for their support. I think a strong ticketing system and using that > ticketing system to it's full potential would go a long way in getting yes, agree, see above. > things solved faster as well as being able to see trends that could then > get escalated without lots of pissed off people having to call and bitch > whine and moan before escalation happens. You could easily see an issue > with a properly setup ticketing system such as RT. > .. and someone actually monitoring that ticketting system :) don't forget the 'monitor the system part' because I would guarantee that comcast has some form of ticketting system (just using them since they are in the example/email here...) > > > > In general blaming the first level tech for something isn't going to get > > anyone anywhere near a solution. Perhaps Sean's actually saying: "The > > right tool is to use another provider?" even though Steven's thought is > > that the 'other provider' is in the same boat of clue :( > > ... good point. It may not even be the techs fault on any tier level. > It might be company policy, unfortunately. > yes :( try getting support for mci phone service apparently they stopped providing it a while ago :(