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Re: comast email issues, who else has them?
- From: Warren Kumari
- Date: Thu Sep 07 16:08:11 2006
On Sep 6, 2006, at 5:11 PM, Christopher L. Morrow wrote:
On Wed, 6 Sep 2006, Stephen Sprunk wrote:
I hate to say this, and get involved in the melee, but... Perhaps the
Because Comcast's tools are broken and when other mail admins or even
their own customers call them on it, they're not even competent
to understand the complaint and refuse to escalate?
problem is that for an average customer service employee there are
calls about something meaningless and not-wrong and only 1 call about
something truly wrong? So escalating every problem that seems even
baked isn't an option?
While working at a small ISP many years ago I used to make it a point
to take a few first level support calls a week -- it gives you a new
appreciation for the tech support people and helps you understand
what really bothers your customers. I also used to get some of the
other NEs to take a few calls a week -- understanding the pain it
caused (and making customers into real people) cut down on the more
It can also provide you with much entertainment -- for example, I
used to get calls asking things like "Can I get the Internet in my
house?". A few times I asked "Depends, how big is your house?", but
no one ever got it... Or the little old lady who would call up every
few days and say " Dearie, the internet is broken again, can you
please reboot it?"...
 Where testing means "Eh, lets just reload it and see if the
problem goes away"...