Posted: 9/25/2010 1:37:11 PM EDT
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User AR15Texan has entered room
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly. Analyst Bernard has entered room Bernard> Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Bernard. How may I assist you? Bernard> Are we connected to the chat? AR15Texan> Hello Bernard> Please let me know the issue so I can assist you. AR15Texan> I see many problems with your network that is slowing down my internet service. Bernard> I understand your situation and apologize for this inconvenience. Bernard> I'm more than happy to assist you. To resolve your issue we will need to perform some troubleshooting steps together, and I'll be running some tests on my end. Feel free to ask questions along the way. Bernard> Before we begin, please provide the following three pieces of information to verify your account and to document this interaction for future reference: 1. The account holder's 10 digit telephone number.(xxx-xxx-xxxx) 2. The account holder's Full Name (First and Last) 3. Please tell us your name. AR15Texan> 555-223-0087 AR15Texan> AR15Texan Bernard> Thank you. AR15Texan> 878787878787878787 AR15Texan> I would like to know what is going on Bernard> AR15Texan, I understand that your browsing speed is slow. Is that correct? AR15Texan> Is TWC or road runner doing maintenance on the network? AR15Texan> My pings just time out AR15Texan> My download speeds are around 11k AR15Texan> That's ridiculous for "high-speed" internet AR15Texan> I would like to be reimbursed for the past 2 weeks as I can't do much with my service AR15Texan> Please reimburse my account $42.50 for 2 weeks of dismal service. Bernard> I really understand your concern. Bernard> AR15Texan, I am extremely sorry but you have reached internet technical chat support group. We have separate department specially trained to assist you with credit request issues. They have access to the necessary tools to resolve your issue. AR15Texan> Ok how do I chat with them? Bernard> Shall we perform some steps to check and fix that issue? AR15Texan> You can try but I can see the tracert show it is in the network not at my house. AR15Texan> I'm doing a benchmark test now and the download is 35.3k/sec and declining AR15Texan> Is that the performance I should expect from "high-speed" internet? AR15Texan> Down to 22.2k/sec now Bernard> I really understand your concern. AR15Texan> That's good to hear AR15Texan> I’m glad someone can empathize with me. AR15Texan> What a terrible day. AR15Texan> I can't even pay my bills :( Bernard> AR15Texan, can I have the tracert result to google.com ? AR15Texan> Can I charge Time Warner for the therapy I will need to cope with this? AR15Texan> Here ya go AR15Texan> Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\Administrator>tracert 63.166.247.31 Tracing route to atmosenergy.com [63.166.247.31] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 * * * Request timed out. 3 27 ms 10 ms 9 ms 4 14 ms 16 ms 11 ms 5 * 24 ms 12 ms 6 15 ms 15 ms 32 ms gig2-0-0.hstntxl3-rtr1.texas.rr.com [24.93.37.10 2] 7 36 ms 42 ms * ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108] 8 32 ms * * ae-0-0.pr0.dfw10.tbone.rr.com [66.109.6.181] 9 49 ms 33 ms 22 ms xe-10-1-0.edge4.Dallas3.Level3.net [4.59.32.13] 10 * * * Request timed out. 11 26 ms 41 ms * sl-st30-dal-0-5-2-0.sprintlink.net [144.232.24.2 9] 12 22 ms 25 ms 38 ms sl-crs3-fw-0-0-0-0.sprintlink.net [144.232.18.13 ] 13 * 23 ms 25 ms sl-gw45-fw-0-0-0.sprintlink.net [144.232.3.208] 14 * 26 ms 41 ms sl-atmos-125021-0.sprintlink.net [144.223.78.2] 15 * * * Request timed out. 16 * * * Request timed out. 17 * * * Request timed out. 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. 21 * * * Request timed out. 22 * * * Request timed out. 23 * * * Request timed out. 24 * * * Request timed out. 25 * * * Request timed out. 26 * * * Request timed out. 27 * * * Request timed out. 28 * * * Request timed out. 29 * * * Request timed out. 30 * * * Request timed out. Trace complete. Bernard> AR15Texan, I can escalate your case to our billing department to pay your bills. Bernard may have a sense of humor after all AR15Texan> What a relief. AR15Texan> My internet foo is way down. AR15Texan> Oh wait my download test is back up to 35k/sec. Bernard> Are you experiencing issue with all computers? AR15Texan> I'm checking to see if my cable modem is actually a phone modem in disguise. AR15Texan> Yes, I've tried several computers and a netbook. AR15Texan> All the same problem AR15Texan> Reset modem several times AR15Texan> Used voodoo and sacrificed several old processor chips to the internet gods. Bernard> I regret your inconvenience. Bernard> Is the router provided by Road Runner? AR15Texan> The cable modem is Road Runner equipment AR15Texan> The router is a linksys AR15Texan> But I have bypassed the router before and the condition does not improve AR15Texan> New tracert for ya. AR15Texan> Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\Administrator>tracert www.microsoft.com Tracing route to lb1.www.ms.akadns.net [65.55.12.249] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 * * * Request timed out. 3 11 ms * 23 ms 4 13 ms 11 ms 12 ms 5 12 ms 12 ms 12 ms 6 18 ms 15 ms 15 ms gig0-1-0.hstntxl3-rtr1.texas.rr.com [72.179.205. 74] 7 17 ms 15 ms 15 ms ae-2-0.cr0.hou30.tbone.rr.com [66.109.6.108] 8 52 ms 48 ms 85 ms ae-3-0.cr0.lax30.tbone.rr.com [66.109.6.0] 9 * 52 ms 51 ms ae-0-0.cr0.lax00.tbone.rr.com [66.109.6.4] 10 59 ms 60 ms 60 ms ae-3-0.cr0.sjc30.tbone.rr.com [66.109.6.6] 11 58 ms 73 ms 60 ms ae-0-0.pr0.sjc20.tbone.rr.com [66.109.6.139] 12 153 ms 244 ms 234 ms 66.109.9.170 13 60 ms 57 ms 58 ms 209.240.198.227 14 64 ms 61 ms * ge-0-1-0-0.by2-64c-1b.ntwk.msn.net [207.46.40.13 2] 15 87 ms 81 ms 83 ms ge-5-0-0-0.co1-64c-1a.ntwk.msn.net [207.46.40.19 0] 16 82 ms 84 ms 85 ms 10.22.8.158 17 82 ms 82 ms 83 ms 10.22.8.50 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. 21 * * * Request timed out. 22 10.22.8.50 reports: Destination net unreachable. Trace complete. Bernard> AR15Texan, sometimes Router slows Internet connection because it a device that is use to split the Internet connection for multiple computers. Also due to some security settings that are inbuilt may cause this issue. Router also has an inbuilt firewall, which monitors incoming and outgoing Internet traffic over the network. This causes the Internet connection to be slow. Bernard>Alright. AR15Texan> Can't even reach microsoft.com. Did Billy pay his internet bills? Bernard> Let me check your modem health. AR15Texan> I went through most of that. AR15Texan> My Windows Firewall has been down for over a year. AR15Texan> Virus checking software expired over 6 months ago. AR15Texan> Bypassed the router. My computers have been plugged directly into the cable modem. AR15Texan> I'm going to start a fire now and hopefully pay my bills through digitally encrypted smoke signals. AR15Texan> Does Time Warner offer an internet punching bag because this service sucks. Bernard> Alright. Bernard>Please disable the Firewall temporarily to check the issue. (You need to re-enable it later) AR15Texan>Done Bernard> Alright. AR15Texan> What's next on the script? AR15Texan> Disable the virus software? Bernard> AR15Texan, in this case I would escalate your case to next level of support who would send a technician to your house to check for the issue. Bernard> Is that fine with you? AR15Texan> Probably be easier on the both of our fingers if you just emailed me the script you're using. AR15Texan> Sure let's escalate, I love escalation. Bernard> RQST0008787878787 is the case ID. Bernard> I have documented all the necessary notes that will help you when you contact them. You won't need to repeat your issue again. Bernard> You can contact them on 972-742-5892. They work 24 * 7. AR15Texan> Hold on Bernard> Sure. AR15Texan> Ok thanks Bernard. We're well on our way to being internet commandos once again. AR15Texan> Hats off to your ability to cut-n-paste from scripts. I dig that efficiency. Bernard> I am sorry, we need to keep that to serve customers fast within our scope of support. Bernard> For more information about Road Runner products and services, please visit our website http://help.rr.com and check for online FAQs. Bernard> Is there anything else that I can assist you with? AR15Texan> Can you get me the person that can AR15Texan> Arrange for my reimbursement? Bernard> You can call the above number and that should certainly fix that issue. Bernard> Let me check if I can help you through chat. Bernard> Would you mind waiting couple of minutes while I research this issue for you? AR15Texan> Ok great!!!!! AR15Texan> Is the internet like a railroad? Are my packets just derailing and falling off into the bit bucket of doom? Bernard> Thank you for waiting. Bernard> Please stay online while I escalate you to our respected queue. They will assist you with this issue. Is there anything else that I can assist you with regarding Road Runner internet products and services? Bernard> Thank you for contacting Road Runner Technical Chat Support, again my name is Bernard, we value you as a customer. Bernard> Please wait, while the problem is escalated to another analyst Zenia Dias: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Zenia. Please give me a moment while I access your account. Zenia Dias: Hello! Zenia Dias: Thank you for your patience. Zenia Dias: How may I assist you today? AR15Texan: Hi Zenia AR15Texan: My internet service has been absolutely terrible the past two weeks. Zenia Dias: Thank you for that information. Zenia Dias: I understand you are experiencing issues with your internet service, is this correct? AR15Texan: No one is getting it fixed so I would like to be reimbursed half the cost of my monthly service. Zenia Dias: Sure. Zenia Dias: I will be glad to assist you. AR15Texan: Or more to the point please reimburse my account $42.50 for the terrible service I've had. Zenia Dias: Sure. Zenia Dias: In order to get this resolved, I will escalate your issue across to the relevant department. They are specially equipped to handle this type of issue. They will research your issue and contact you with an update via email in less than 24 - 48 business hours. We apologize for the delay but want to ensure the proper resolution is found. May I proceed with the escalation, please? AR15Texan: Yes you are hearby granted my permission to proceed with the next level of escalation. This should be fun. Zenia Dias: I sincerely apologize for the inconveniences this has caused you. Zenia Dias: May I have your preferred e-mail please? AR15Texan: I know everyone is very sorry. But let's shore that up with some reimbursement because as they say, Money talks and bull–––– walks. Zenia Dias: Sure. Zenia Dias: May I have your preferred e-mail please? AR15Texan: [email protected] Zenia Dias: Thank you for that valuable information. Zenia Dias: Please give me a moment while I provide your with the escalation ticket number. AR15Texan: Ok sure thing AR15Texan: Zenia that's a cool name where you from? Zenia Dias: Thank you. Zenia Dias: I am in India. AR15Texan: They pay you well for this gig? Zenia Dias: We apologize for the delay but want to ensure the proper resolution is found. You will get a response on your e-mail id:[email protected] The ticket number for your escalation is: 87878787. Zenia Dias: Your patience and cooperation are highly appreciated. Zenia Dias: My supervisor will certainly investigate this matter further and provide you with a one stop, quick and complete assistance. Zenia Dias: I sincerely apologize for the inconveniences this has caused you. Zenia Dias: Is there anything else I can assist you with today? AR15Texan: I guess not but I can't access my email because of the terribly slow service is there anything else you can do for me. Zenia Dias: You can read your e-mail at a working internet connection. AR15Texan: That makes sense. AR15Texan: I guess I'll need to impose upon my neighbors. AR15Texan: Boy, I hope they are using some other service other than Time Warner. Zenia Dias: Thank you for your understanding. Zenia Dias: Is there anything else I can assist you with today? AR15Texan: Did you hear about Time Warner spinning off AOL again Zenia Dias: I am a girl. Zenia Dias: Sure. Zenia Dias: Is there anything else I can assist you with today? AR15Texan: That's really strange because I used to own AOL stock back in the late 90's and then Time Warner bought them up AR15Texan: Yes I figured that with a name like Zenia. AR15Texan: Now a decade later they are spinning off AOL. Zenia Dias: All right. AR15Texan: That's really strange. Zenia Dias: It was pleasure assisting you. Zenia Dias: Again, my name is Zenia. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please click on End Session and the survey will load. Zenia Dias: Analyst has closed chat and left the room AR15Texan: Will I be an AOL customer now? At this point Zenia abruptly ended the chat and remotely closed my chat window. |
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I've had them out here working on my lines twice in the last 10 days. 
I really like how they try to sell you digital phone service when you call and tell them you have no internet.  I always tell them that sounds great ! If they could explain to me how in the hell we'd be having this conversation right now if I had digital phone service from them. 
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Quoted: Holy Christ, that was painful to read, but the one liners made it worthwhile. "You can check your email at a work". At that point in time I would have fucking snapped. Few years ago my internet was down for a few days and i called up the ISP tech department and the guy told me it was the modem. I asked if they would ship me a new one (as the modem is supplied by the ISP) he said they could but it would be easier to get one off ebay I asked him how i was suppose to get to ebay when my internet isnt working. He paused for a few seconds and said: "oh yeah" |
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My advise as always since I work for TWC. Demand the retention department/ threaten to disconnect. I am in retention and we don't screw around like these other depts do. We get paid to keep you as a customer, whether that is credits, dropping your monthly rates and sending out trouble calls techs without jumping through a script of troubleshooting.
I am having problems with my RR right now and it is frustrating and I am able to avoid all the hoops regular customers have to jump through. Just get over to Retention and they will take care of you, but be polite and courtesy or don't expect much in return. :) |
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Quoted:
My advise as always since I work for TWC. Demand the retention department/ threaten to disconnect. I am in retention and we don't screw around like these other depts do. We get paid to keep you as a customer, whether that is credits, dropping your monthly rates and sending out trouble calls techs without jumping through a script of troubleshooting. I am having problems with my RR right now and it is frustrating and I am able to avoid all the hoops regular customers have to jump through. Just get over to Retention and they will take care of you, but be polite and courtesy or don't expect much in return. :) Thanks I'll try that. I've done it in the past and currently have a 20% on my service right now. But that promotion runs out in a couple of months. So the FiOS is looking like my next option. |
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I work in tech support, but tier 3 (in other words, no direct contact with customers) and not at an ISP. Generally tier zero ("Do you have an account with us?") and tier one (follow the script) can only solve the most common problems, and it most companies 0+1 support tiers are the same person. Tier two support is usually where you get to someone who can do off-script troubleshooting.
The cost of someone reading a script in India cheap. The cost of a trained tier2+ support person in the US is going to run $20-$50/hour depending on what skills/training are needed. Consider what you pay per month for the service. It doesn't take a lot of support time before the company is no longer making money off you. When you stopped talking about your problem and went off on a tangent about business mergers and AOL, you were waisting the support person's time. If you have a problem with your internet service, work with them to fix it. If you want to gossip about mergers & acquisitions, go talk to a stock broker. I think Zenia, who was probably tier two support rather than finance, was perfectly justified in hanging up. Refunds and support are almost always handled by different teams. The support guy may be able to "recommend" a refund when transfering you (depending on the company is), but they won't have the authority to actually give $$$ back unless you're dealing with a tiny company. |
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I work in the tech field as customer support. I do Tier 1/2/3. They have to ask the stupid questions because not everyone is technically competent and some people are AMAZINGLY tech stupid. Skipping some questions can come in to play at later tiers too. I understand the frustration because I get pissed too, but just roll with it and get it over quicker. It's easier that way. |
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Quoted:
I work in tech support, but tier 3 (in other words, no direct contact with customers) and not at an ISP. Generally tier zero ("Do you have an account with us?") and tier one (follow the script) can only solve the most common problems, and it most companies 0+1 support tiers are the same person. Tier two support is usually where you get to someone who can do off-script troubleshooting. The cost of someone reading a script in India cheap. The cost of a trained tier2+ support person in the US is going to run $20-$50/hour depending on what skills/training are needed. Consider what you pay per month for the service. It doesn't take a lot of support time before the company is no longer making money off you. When you stopped talking about your problem and went off on a tangent about business mergers and AOL, you were waisting the support person's time. If you have a problem with your internet service, work with them to fix it. If you want to gossip about mergers & acquisitions, go talk to a stock broker. I think Zenia, who was probably tier two support rather than finance, was perfectly justified in hanging up. Refunds and support are almost always handled by different teams. The support guy may be able to "recommend" a refund when transfering you (depending on the company is), but they won't have the authority to actually give $$$ back unless you're dealing with a tiny company. I'd say you are wrong about Zenia she already stated that my case # was being forwarded up to her "supervisor" and if "there was anything else I can help you with today" was spouted off several times before I spoke of the divestiture of AOL. I already knew I was getting the kiss off. I guess they may or may not care that I'm done with their service and will be switching over to FiOS shortly. Maybe it would've been worth spending some troubleshooting dollars to keep me a customer of three years. Oh well lost revenue for them maybe the Zero will get them a bail out. |
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Quoted:
Quoted:
I work in tech support, but tier 3 (in other words, no direct contact with customers) and not at an ISP. Generally tier zero ("Do you have an account with us?") and tier one (follow the script) can only solve the most common problems, and it most companies 0+1 support tiers are the same person. Tier two support is usually where you get to someone who can do off-script troubleshooting. The cost of someone reading a script in India cheap. The cost of a trained tier2+ support person in the US is going to run $20-$50/hour depending on what skills/training are needed. Consider what you pay per month for the service. It doesn't take a lot of support time before the company is no longer making money off you. When you stopped talking about your problem and went off on a tangent about business mergers and AOL, you were waisting the support person's time. If you have a problem with your internet service, work with them to fix it. If you want to gossip about mergers & acquisitions, go talk to a stock broker. I think Zenia, who was probably tier two support rather than finance, was perfectly justified in hanging up. Refunds and support are almost always handled by different teams. The support guy may be able to "recommend" a refund when transfering you (depending on the company is), but they won't have the authority to actually give $$$ back unless you're dealing with a tiny company. I'd say you are wrong about Zenia she already stated that my case # was being forwarded up to her "supervisor" and if "there was anything else I can help you with today" was spouted off several times before I spoke of the divestiture of AOL. I already knew I was getting the kiss off. I guess they may or may not care that I'm done with their service and will be switching over to FiOS shortly. Maybe it would've been worth spending some troubleshooting dollars to keep me a customer of three years. Oh well lost revenue for them maybe the Zero will get them a bail out. I re-read. You're right about Zenia being useless by the time you started talking about AOL, but I still think the disconnect was legit. |