When the entire neighborhood does not have service, I would consider that an outage. Also, I do not hover over a tech. The main tech support at your number felt if would be in the tech's best interest to have the information they gave me. He didn't even want to hear it. Of course, when he checked the line it was working then. But all he did was check the line. The next tech was proactive, listened to what the office was seeing at the time of the outage and checked all of the connections inside, outside and at the box inside and took care of the problem.
If your entire neighborhood was out then we already know of the event and you will be told there is an event in your area. It is immediately displayed on your account and a multitude of other locations available to the rep. There is the remote possibility that the notification has not caught up with the event. It does take a couple of minutes for each system to update.
I have NEVER ONE in the 15 years I have dealt with Time Warner and then Brighthouse in Central Florida had the reps admit there was an outage. Other companies I have dealt with when I lived in Nashville and South Florida have acknowledged when you called there was an outage and they were working on it.
I find that hard to swallow considering I hear agents do this every day as needed when walking the floor and actively work with each group to communicate to our customers when something severely impacting takes place (rare but it can happen). It is more likely than not your situation was not an event or outage but isolated to your location.
The law firm I was working for in Winter Park when Hurricane Charlie hit, had the cables and the electric lines laying across the sidewalk disconnected and power was out to our building for 4 days after the storm. Two weeks later when we were having problems with our business RR modem, we were informed by the techs, that the system was showing we had a continuous signal and connection for the last 5 weeks and that we were up at that time. They finally replaced the modem when they sent a business tech out and found the modem was fired. We were continually sent residential techs for over a week. I would like to know how we were showing a continuous signal for 5 weeks when we were without power for 4 days and the lines were down on the ground.
Diagnostics aren't perfect. If the modem was responding (yet still defective) it is very possible that the issue was not detected. While rare it does happen.
When I scheduled the whole home dvr to be installed, I requested 2 so I could set either one. When the tech installed the system, he said you understand how to use the dvrs and left without going through anything. Turned out he had installed one dvr and one receiver. When I called to have this corrected, I was told I would have to pay an additional $30 installation charge. If it was my fault I would have no problem with that, but I did not receive what I ordered. Once again, you have to request your service be cancelled to get anymore. I had to go further up the ladder and provide a copy of my chat when I ordered the service to have the $30 waived.
This sounds like he asked you a question and you replied yes and he left based on this. Obviously I can't comment on the rest of this because I can''t hear the call a year after the fact. There should have been no charge either way because you weren't sidegrading you were upgrading (going to two WHDVR units). The only time a trip charge applies is if you sidegrade out of a planned visit and even then the reps have the authority to waive it as needed. This is nothing new....been this way for a very long time.
Its these attitudes, together with the attitude of customer service if a person gets so frustrated that they say cancel my service because they are just getting a run around that the response is okay, I'll be happy to schedule that for you. Would you like to hear I'll be happy to lose you as a customer instead of trying to resolve the situation? You shouldn't have to try to pursue it up the corporate to get what you are paying for. That's what makes me consider clearing my whole home dvrs and turning off the cable and as soon as someone gets faster speed for the internet getting rid of Roadrunner. 99% of the time I am very happy with my cable and internet service, it's having to deal with the front line customer service reps who have a canned response and 9 times out of 10 aren't even listening to what you are saying and the techs who just want to get their pay and not do anything. And they do exist, as they do in any industry. There are some amazing techs that I have dealt with and I make sure I praise them to the company as I will complain about the poor techs. It just seems like the ones who do the least to get by outnumber the good ones and that is frustrating. My time is just as valuable and I shouldn't have to sit around through 2 or 3 scheduled appointments for one repair.
If you have an experience like this I WANT TO KNOW ABOUT IT. Our folks are fully empowered to do the right thing as needed without the need to escalate an issue period. It is neither in our culture or their training to treat any customer like that....quite the contrary in fact. If in the rare event you encounter someone who has forgotten how they have been trained I would be happy to remind them of our expectations.
Edited by BHNtechXpert - 7/9/12 at 10:35am