Originally Posted by davehancock
And that is EXACTLY WHY TW does not employ knowledgeable CSRs! They don't want customers to know about ClearQAM. They want the added revenue from renting STBs. Plus then they have the opportunity to sell you all sorts of added services (premium channels, pay per view movies, etc.).
In my division,
The CSR's are always friendly and willing to help with billing questions, upcoming deals, and general things that aren't tech related. But all they know are two sentences tech related:
"Reboot your box." Or sometimes, "I can reboot your box for you." OR
"Let's send a tech out."
Sometimes, if you recently had service done, or remember when you had service done, you can ask for your incident ID, which the tech can give to you, which may or may not help the CSR. I don't know how long the incidents stay in the system. What can help is if you get a really good tech, ask him for his cell phone number, and most of the time, they will give that to you. They often don't like having to go through customer service any more than we do! All the techs have said the phone CSR's don't know anything above the basics and read from scripts.
It's too bad for the CSR's, because many of the do try and make an honest effort in my division at least. Local management in most cases doesn't want them to know more than they need to know, because about 90% of customers will never frequent a tech forum or have our knowledge, so again it's almost like Navigator's principle around, "Just make it good enough to get by with an occasional update every six months to a year.. Joe and Jane six pack aren't gonna know the difference anyway." We have customers who buy $1000-2000HD TV's and are using Composite S-Video to watch their shows! Years ago, we had people with Blockbuster Video tapes who would return them because they didn't understand what a "Letterbox" movie was. They think if the top and bottom 20% of my screen is cropped off, my tape or TV must be broken!" And they would return their tapes, or call TV repair people! And that's exactly the kind of clientele that TWC is counting on with Navigator and the boxes.
JackEdited by Satch Man - 10/9/12 at 8:13pm