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So how do you deal with a customer base containing millions of morons asking dumb questions and insisting the problem is you - when they're asking why their computer won't boot, or can't access a website after they futzed with settings they shouldn't have, etc - how do you deal with that? You hire some guys in Hyderabad to read a flowchart to the customer in broken english! You generally do everything you can to keep the idiot customers from wasting the time of your competent employees.
This works very well for keeping costs down (which is good), and it solves the problems of the idiots well enough that they keep subscribing, but not so well that they call back (hence, keeping costs down and revenue up). The problem comes up when a user who has found an issue, and knows what the issue is calls in - and you're talking to someone in India with no training who just knows how to tell people to do things that their problem solving flowchart tells them to.
This is sort of the deal you make when you sign up for a cheap, consumer-grade service. If you want good support, from people who know what they're talking about... that's professional-grade support, and you need to pay professional-grade prices for it. The mass market has brought us access to goods and services with very advanced technology in them for really affordable prices - but you have to accept that they cut corners to get the price where it is.
Not really sure what the point of this post was. I guess it was that dealing with comcast support is not useful.
Edited by DrAzzy, 10 October 2012 - 06:58 AM.
