Or why don't they just create the $0 flash video or html step by step instructions? Why doesn't the dummy series create "Comcast for dummies", as they have for AOL users. On Mon, 6 Dec 2004 21:45:30 -0500, D. Campbell MacInnes <haleon@sennicam.com> wrote:
"reconfigure their mail programs to point at Comcast's servers, and each phone call to the help desk costs $9."
And they couldn't spend say:
$1.00 per CD with a vb script or instructions on doing this
$100.00 (far fetched price) to have an interactive step-by-step flash video created to show their customers
$1000.00 (far fetched price) to set up some VXML based number with a "Press 1 to RTFM... Press 2 to RTFM again"
Even at an uber high charge (800/866 toll) of say $4.00 per call, they could still implement the changes save tons of money, and tons of aspirin when their headaches go away. Maybe someone here can draft up a $10,000,000.00 pitch it to them become an instant millionaire and save Comcast some money at the same time.
Speaking as someone who has run a (admittedly small) help/support desk, I can say in no uncertain terms that you would be astounded at the number of customers who will ignore every single one of these solutions and fight their way through to a live person simply because "that couldn't possibly have anything to do with MY problem".
Not saying Comcast is right to not do it (though I'm also not saying they SHOULD do it), but I am saying that their figures, while likely somewhat inflated, probably aren't nearly as inflated as some might think they are.
++++++ D. Campbell MacInnes
-- Joshua Brady