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Technology Stocks : LAST MILE TECHNOLOGIES - Let's Discuss Them Here
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To: DenverTechie who wrote (2901)2/19/1999 12:24:00 PM
From: MikeM54321  Read Replies (1) of 12823
 
Re: Cable Modem Customer Service

Denver & Thread,
Denver you mentioned in a previous E-mail (I am unable to browse now to find it) about how the cable companies have to overcome their poor customer service image in order to ever be able to hope to provide phone service. So I thought this post was timely.

Last four days I had a terrible time logging onto SI via Roadrunner. But today, it's barely passable. Conincidently(?), I could not log onto AOL for the past four days. Only sucessful one of out four times. AOL blamed it on RoadRunner. RoadRunner blamed it on AOL. I use a TCP/IP setting to log onto AOL via RR. I bet the problems in the past three days are related (SI and AOL).

Anyhow, it got so bad, I called RoadRunner to see if they could fix or tell me what the problem is. They literally took 30 minutes to answer phone. Adding insult to injury, while on hold, they now play information to sell you more premium cable TV channels.

Then the person who finally answered the phone could barely communicate. His grammar was of 3rd grade level, max. Then he couldn't log onto his network with his computer and started swearing. I told him I wanted to talk to the most important person in the room.

He came back (after 15 more minutes of recorded sales talk) and read me a, "prepared," statement how he was going to help me. Then he told me to boot up my browser and tell me the options I have. I said my browser has about 100 options. What do you mean? He said hold on. Then he cursed some more and said he couldn't get his browswer to boot up. At that point I almost busted out laughing when I next heard, "click." He simply decided the best way to handle this call was to hang up.

Well what do you know, good old Time Warner/RoadRunner continues their sterling reputation for customer service. And they have done quite a few press releases on how they have cleaned up their act because they realize that Internet and/or phone customers will demand a higher level of service. And I am watching ads on our local stations broadcasting how incredible fast RoadRunner is. What a joke. It literally takes 5 minutes to bring up one SI post. I always have other work to do while waiting. You learn to do this with RoadRunner service.

Even though I am the first to try every new service available, I may just pass when they start offering phone service. If they continue to treat all their Internet customers this way, they may have a very tough time getting phone customers.
MikeM(From Florida)
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