Cannot get past a comcast router in Ashburn, VA
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Do all of you dump your vendors and providers at the first sign of a transient technical problem?
This isn't a technical problem. This is a known terrible provider refusing to do their job. That's not technical, that's a refusal to provide the agreed upon service.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Or better yet, do you want your customers to dump you if you have what amounts to a minor technical issue?
If I treated a customer like that, hell yeah they should dump me. Are you kidding? If I knew I had broken a customer system, and refused to fix it, and charged them anyway?
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
I have over 150 accounts with this ISP scattered all over our metro area. As much of a nuisance as this is, it in no way has been elevated to the point where I think leaving would be the better choice. (Yet.) (Even if it were just one account)
My experience with Comcast is that leaving is always the better option when possible. What you are describing is par for the course. This is just how they treat customers in general.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Maybe I'm old and don't get worked up as easily anymore; but I can tell you that if they can get this resolved tomorrow, I'll be quite satisfied. My frustration was with the agent that was on the phone, it was beyond her ability to comprehend that there could be a problem with something other than the equipment at the customer location.
See, and I would see that as her manager deciding to use someone like that to shield the company from doing their job. Anyone can be stumped, but why didn't she escalate and do proper support rather than coming up with excuses to shut you down?
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@scottalanmiller which is exactly why I suggested reviewing fiber options. Comcast is the worst and better off just dumping them.
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@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Maybe I'm old and don't get worked up as easily anymore; but I can tell you that if they can get this resolved tomorrow, I'll be quite satisfied. My frustration was with the agent that was on the phone, it was beyond her ability to comprehend that there could be a problem with something other than the equipment at the customer location.
See, and I would see that as her manager deciding to use someone like that to shield the company from doing their job. Anyone can be stumped, but why didn't she escalate and do proper support rather than coming up with excuses to shut you down?
I agree. And this doesn't lead me to dumping them yet.
There is a big difference between and idiot gatekeeper and a company's willingness to fix it. I believe the girl and her manager should be fired.
If every person dumped every vendor for a single bump in the road. There would be no vendors in the world.
By the way. The issue is resolved. The local engineer reach someone in the Ashburn DC and they addressed the issue during the night.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
There is a big difference between and idiot gatekeeper and a company's willingness to fix it. I believe the girl and her manager should be fired
As the official reps of the company, though, there isn't really a difference. They are put there by the company to gatekeep. yes, mistakes happen, but this is Comcast's standard line. This is the expected behaviour, not a one off. Companies hire people like this for the purpose of making you unable to get service. It's plausible deniability.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
If every person dumped every vendor for a single bump in the road. There would be no vendors in the world.
True, but this is anything but that. This is the polar opposite of that. It's a road with only occasional flat bits and it is the flat bits that are the accidents and the bumps that are by design.
The concern should be "because people don't hold vendors accountable, good vendors don't rise to the top because crappy vendors keep getting to take advantage of customers."
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@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
The concern should be "because people don't hold vendors accountable, good vendors don't rise to the top because crappy vendors keep getting to take advantage of customers."
I like that quotable quote!
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
The concern should be "because people don't hold vendors accountable, good vendors don't rise to the top because crappy vendors keep getting to take advantage of customers."
I like that quotable quote!
I'm definitely not one for "one issue drop the vendor". Everyone makes mistakes. It's how mistakes are handled. In this case, it's not the technical problem that is of concern, it's how they reacted to finding out about it and the processes that corporate put in place to shield themselves from responsibility.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Maybe I'm old and don't get worked up as easily anymore; but I can tell you that if they can get this resolved tomorrow, I'll be quite satisfied. My frustration was with the agent that was on the phone, it was beyond her ability to comprehend that there could be a problem with something other than the equipment at the customer location.
See, and I would see that as her manager deciding to use someone like that to shield the company from doing their job. Anyone can be stumped, but why didn't she escalate and do proper support rather than coming up with excuses to shut you down?
I agree. And this doesn't lead me to dumping them yet.
There is a big difference between and idiot gatekeeper and a company's willingness to fix it. I believe the girl and her manager should be fired.
If every person dumped every vendor for a single bump in the road. There would be no vendors in the world.
By the way. The issue is resolved. The local engineer reach someone in the Ashburn DC and they addressed the issue during the night.
The thing you have to remember is - Scott has experience with practically every vendor that's ever vended in the US (and likely more around the world as well). As such, he has seen how horrible or honorable they are in a massive amounts of situations... so when he's saying to dump someone, it's not based solely upon your single posted issue.. it's because of his know experience with said vendor in the past.
Note - I sorta say this tongue in cheek, sorta not
