Grr ... I want my cable modem!

[NKavanagh at psgroup.com (Niall Kavanagh)]

The best thing to do is ask the FIRST human you speak with to escalate you
immediately. You'll have to pretend to be hopping mad to do this.

Second level support at Mediaone is great, and they can actually answer
technical questions.

--
Niall Kavanagh           | Webmaster @ The Patricia Seybold Group 
Email: niall at psgroup.com | Phone: 617.912.3168  Fax: 617.742.1028
http://www.psgroup.com   | Customers.com http://www.customers.com

-----Original Message-----
From: Seth M. Landsman [mailto:seth at job.cs.brandeis.edu]
Sent: Wednesday, July 21, 1999 12:09 AM
To: Jerry Feldman
Cc: discuss at Blu.Org
Subject: Re: Grr ... I want my cable modem!


On Tue, Jul 20, 1999 at 08:14:52PM -0400, Jerry Feldman wrote:
> In my experience with Mediaone I have never had a long phone wait. The 
> other day, my wife needed them to fix something on the web site, and had 
> to wait a while. I did find their sales people more closely related to
droids 
> than humans. I have found some of the customer service people competent 
> and other incompetent. 

	I've always had long waits with mediaone, when trying to get
through to a human, esp about cable modems.  This is the second time I've
gone through the cable modem song and dance with them, and the umpteenth
time I've had to talk to them about something cable modem related, and it
is always a long wait.

	However, once I manage to get a human who can give an answer, I
rarely have to call back about that issue, they usually fix it on the
first try ...

-Seth
--
"It is by will alone I set my mind in motion"
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