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 :(