pretty cat wrote:
partneronboard wrote:or you could just realize half the crap you said just makes you like a tard... and if you're talking to a rep on the phone do you think it's gonna bug us if you talk about the "debt" or "stock" of the company... we're still getting paid..
I couldn't care less about the feelings of the (brainwashed?) Clearwire staff- those high wages and wonderful benefits they get are enough to eliminate any expectation of reasonableness from them (as their loyalty to Clearwire is as fervent and intense as Clearwire's is to them).
I suppose I am like, like a "tard," insofar as the learning disability I was born with led me to think Clearwire was worthwhile... o well!
Which half showed my tard-ness, btw?
Not really, some of us here do happen to work for Clearwire and actually want to make a career out of this. We live in a nation of consumers, and like you, we also have internet service, cell phones, television and we have to deal with technical support for issues with these services. Most of the issues you experience are also issues people have with pretty much every company/corporation in the United States.
Is there scripting? Absolutely, just like any company "Thank you for calling ____company name, my name is _____ could you please provide me the phone number for your account?" that is part of a template/procedure, how many companies are going to say "Hey what's up?"
We are required to notate customers and pushed for FCR (First Call Resolution), a good chunk of customer issues are heavily overreported because of consumer error.
You know how many times I've had a cell phone and dropped calls inside my house? Yes I've sat there blasting the techs on the phone about service, we all hate it and most of us don't really think much about the guy on the other line, however in the business world, the customer is always right and therefore has a right to complain since they are paying for service.
You can unload on me and I will sit there patient until you are done and ask you how I can help you because I am paid to provide technical support and I enjoy fixing problems and getting things to work.
A lot of service issues are completely unrelated to Clearwire or the actual service provided, you have to realize unlike cable and DSL providers who have a wire going directly to their home, broadband is being broadcasted via cell towers and many areas that lack bandwidth are able to receive it or they'd be stuck on Satellite or ISDN, mind you Satellite is much more unreliable than WiMax (or Expedience), try watching a streaming video or playing a game on Earthlink Satellite, in many parts of the country this is the only option and I'm sure they are facing much more complaints and signal issues.
There are obstructions that can occur, double paned glass windows, brick homes have problems receiving signal but that doesn't mean they can't receive signal, I assisted someone today in relocating their modem to a window in their daughters room and they were able to receive signal with 4 bars on a WiMax modem, trees can also be an issue, are you going to blame the environment for services you cannot receive? There are other solutions which aren't recommended due to the company policy of not wanting to take responsibility of user error for example I cannot walk you through putting your modem on a pole and shielding it from all weather so you can get a better signal and be liable if that modem is damaged in the process.
As technology improves, so does the service, I don't know which techs you guys are speaking to but if there is an issue with a sales rep or a technician who isn't doing their job, then log the time, date, and the technicians name and report him to his supervisor, those calls are checked by quality control and techs/billing are hassled if they aren't doing their job properly.
Of all the calls I handled, the majority end up happy that their service is working and doing what it's supposed to, perhaps the issue is that techs are not asking enough probing questions and the concept of not allowing a customer to cancel is not true at all, no one is stopping a customer from cancelling, we are trained to troubleshoot technical issues and if there is an issue that is causing a customer to want to cancel when it's something that may not even be related to our service, then we are supposed to assist troubleshooting, however we do NOT stop a customer from cancelling if that is what they want.