Originally posted by: EyeMWing
Montgomery County, MD? If so, I feel your pain.
Yes...Montgomery, Baltimore, RichmondVA,Albequerque,Prince William and Arlington.
But that's the only places where we here do billing.
HSI tech is basically the entire ComCast cust base using the CableData/CSG databases. Majority of my calls are Arizona and Jersey though, with some Maryland calls once in a while. No Florida or Philadelphia thankfully. It's not enjoyable at all...
I want there to be a law requiring a written and practical exam in order to have HSI in your home. I'm sick and tired of people who don't even know what a modem is...or how to use a mouse...or how to get past the windows login screen...
[EDIT]
Originally posted by: aplefka
Hahaha well I didn't mean you personally. I mean your higher-ups. They've designed the perfect circuituous system in which nothing gets solved and customers get pissed.
Yes..it's called TTS/Remedy...the most broken system for HSI support I think could possible exist. Nothing ever works, it's slow as molasses, and I haven't even been able to log in for the last week. CableData(the account database) is just as slow, but hasn't crashed since we got the new data centre...and our call logging system is a nightmare...28MB of Visual C++ code accessing mySQL databases.
Our call-flow is pretty bad though, and makes people VERY angry when they need something the lower reps can't do(modem additions, tech contact, account rebuild, OTG, SROs, etc) and have to wait on hold for 30 minutes to get to the supervisors desk after already waiting on hold for 30 minutes to get through to someone else. And even then, the sups can't do much more than the Tier 1.5 reps can.
I even had someone threatening a class action lawsuit yesterday since her entire township has intermittient connection and it hasn't been fixed in the last 6 weeks. Something about fraud for charging for something not received and some other random whining.
Working for ComCast has been some of the most stressful times in my life, but at least I get a good laugh from some of the idiots I deal with on a daily basis.