{"id":135901,"date":"2018-02-16T23:42:53","date_gmt":"2018-02-17T06:42:53","guid":{"rendered":"http:\/\/hill-kleerup.org\/blog\/?p=135901"},"modified":"2018-02-18T10:52:08","modified_gmt":"2018-02-18T17:52:08","slug":"squeaky-wheel-gets-grease","status":"publish","type":"post","link":"https:\/\/hill-kleerup.org\/blog\/2018\/02\/16\/squeaky-wheel-gets-grease.html","title":{"rendered":"The squeaky wheel gets the grease"},"content":{"rendered":"

Mom’s new phone system is VOIP via Comcast \/ Xfinity. But from the time it was hooked up, despite the fact that she doesn’t have Comcast Voice Messaging on her account (answering machine!), her phone line had the stutter dial-tone that modern phones use to detect if there’s a telco voice message. Which her phones dutifully reported.<\/p>\n

I called Comcast on her behalf today (because nobody wants to have their parent call Comcast), and got a Tier 1 tech who … hung up midway. And then when I called back, the help automated system bumped the call in an attempt to solve the problem (unsuccessfully) with a remote reset.<\/p>\n

The third person I contacted grasped what I was telling her pretty quickly, but she let me know that she was a Tier 1 person, and she had to bump this up to Tier 2. So a Tier 2 person would be happy to call me sometime … tomorrow … between 9 a.m. and 9 p.m.<\/p>\n

“Um … I’m visiting my mom’s place. I won’t be here for twelve hours<\/i> tomorrow, waiting for a tech to call. This is my mom’s residence, not mine.”<\/p>\n

“Your mom will be there, though, won’t she?”<\/p>\n

“Yes, but I’m not going to have her on the phone with a Tier 2 tech. That’s why I’m making this call.”<\/p>\n

We settled for the Tier 2 tech calling back between 1-3pm tomorrow.<\/p>\n

A few minutes after the call, I got a call back from Comcast with an automated survey. And I did not pull any punches as to my dissatisfaction that, while the person had understood my problem, she couldn’t immediately escalate the call to a better tech, and had an unrealistic understanding of people being available to take the call from that higher level tech. Which I explained in more detail in the “tell us why you gave a score of X” prompt.<\/p>\n

Ten minutes later I got a follow-up call from a Tier 2 tech. Who started working on my problem.<\/p>\n

And while I was on the VOIP line on hold with that<\/i> tech, I got a call on my mobile (which is the second number on Mom’s account) from another<\/i> Tier 2 (or maybe Tier 3) tech, calling to solve my problem.<\/p>\n

And as I explained to that tech the situation, I had the other<\/i> tech come back on the line and talk in my other ear.<\/p>\n

It was kind of zany.<\/p>\n

But the problem got solved.<\/p>\n

So kudos to Comcast for going to DEFCON 1 because of a poor quality survey (though it would have been much<\/i> better to fix the problem in the first call) — and a reminder that saying okay to those follow-up surveys can sometimes be useful.<\/p>\n

<\/a><\/div>\n
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View on Google+<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Mom’s new phone system is VOIP via Comcast \/ Xfinity. But from the time it was hooked up, despite the fact that she doesn’t have Comcast Voice Messaging on her account (answering machine!), her phone line had the stutter dial-tone that modern phones use to detect if there’s a telco voice message. Which her phones … Continue reading “The squeaky wheel gets the grease”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":135902,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[106,35,20],"tags":[1431],"class_list":["post-135901","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-plusposts","category-big-business","category-hi-tech","tag-comcast"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2018\/02\/qualitysurvey5B15D.pngimgmax=660.png","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":22996,"url":"https:\/\/hill-kleerup.org\/blog\/2011\/10\/07\/dear-comcast-phone-solicitor.html","url_meta":{"origin":135901,"position":0},"title":"Dear Comcast phone solicitor …","author":"***Dave","date":"Fri 7-Oct-11 1:22pm","format":false,"excerpt":"Couple of things: You are not a \"customer service\u00a0adviser,\" or some other fancified title like that. \u00a0You are a salesperson. You are not interested in making sure I'm getting the best deal for my voice and data and video services. \u00a0You are interested in making sure Comcast is getting a\u2026","rel":"","context":"In "Big Business"","block_context":{"text":"Big Business","link":"https:\/\/hill-kleerup.org\/blog\/category\/big-business"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2011\/10\/comcast-logo-300x105.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":131002,"url":"https:\/\/hill-kleerup.org\/blog\/2016\/07\/06\/netflix-will-show-up-natively-on-comcast-cable-boxes.html","url_meta":{"origin":135901,"position":1},"title":"Netflix will show up natively on Comcast cable boxes","author":"***Dave","date":"Wed 6-Jul-16 5:19pm","format":false,"excerpt":"We actually access Netflix presently through a native app in our Sony BluRay player, but having it added seamlessly to the Comcast X1 box is even more convenient. Now if we can get Amazon streaming in there, I'll be really happy.(Yes, Comcast, this is a way to stay relevant --\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":133888,"url":"https:\/\/hill-kleerup.org\/blog\/2017\/07\/19\/comcast-tells-one-story-to-the-fcc-a-different-story-to-its-investors.html","url_meta":{"origin":135901,"position":2},"title":"Comcast tells one story to the FCC, a different story to its investors","author":"***Dave","date":"Wed 19-Jul-17 8:04am","format":false,"excerpt":"Did Title II and Net Neutrality reduce Comcast's capital investment in telecommunications?If you look at what it's saying today to the FCC, then, yes, it led to fear, trembling, apprehension, and a massive scaling back of spending because who would possibly invest in internet and broadband if they couldn't throttle\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":131905,"url":"https:\/\/hill-kleerup.org\/blog\/2016\/11\/01\/comcast-says-well-all-have-gigabit-internet-by-and-by.html","url_meta":{"origin":135901,"position":3},"title":"Comcast says we'll all have gigabit Internet by and by","author":"***Dave","date":"Tue 1-Nov-16 9:47am","format":false,"excerpt":"I think I'm going to hold off on the loud huzzahs until it actually start rolling out and I hear what people have to say. I don't necessarily trust Comcast to provide actual full gigabit service, vs. \"up to\" service that never quite gets up to. Comcast promises widespread Colorado\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":135483,"url":"https:\/\/hill-kleerup.org\/blog\/2017\/12\/01\/comcast-isnt-even-bothering-promise-actual-net-neutrality-anymore.html","url_meta":{"origin":135901,"position":4},"title":"Comcast isn’t even bothering to promise about actual net neutrality anymore","author":"***Dave","date":"Fri 1-Dec-17 7:13am","format":false,"excerpt":"Comcast used to argue vehemently that FCC restrictions on it as an ISP related to Net Neutrality were so unnecessary because they would never, never, ever violate Net Neutrality in the future, even if there were no FCC regulations on the subject. Strangely enough, from the day when the FCC\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2017\/12\/comcast.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":16003,"url":"https:\/\/hill-kleerup.org\/blog\/2009\/10\/13\/sing-a-tale-of-comcast.html","url_meta":{"origin":135901,"position":5},"title":"Sing a Tale of Comcast","author":"***Dave","date":"Tue 13-Oct-09 7:58pm","format":false,"excerpt":"So we were having problems with our Comcast broadband connection. For about 45 minutes, it would go down (per the modem lights), I would reset the modem, it would stay up about 5-7 minutes, then drop again. I finally (once I, ahem, realized we were having a problem), I called\u2026","rel":"","context":"In "Hi-Tech"","block_context":{"text":"Hi-Tech","link":"https:\/\/hill-kleerup.org\/blog\/category\/hi-tech"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts\/135901","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/comments?post=135901"}],"version-history":[{"count":1,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts\/135901\/revisions"}],"predecessor-version":[{"id":135914,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts\/135901\/revisions\/135914"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/media\/135902"}],"wp:attachment":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/media?parent=135901"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/categories?post=135901"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/tags?post=135901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}