Exactly.
Much of Comcast "Customer Care" for Internet Broadband is 'out-sourced'
but not all.
Recently I contacted customer care for a DNS issue. The call center I
auto connected to was in Canada. The agent did not what a DNS server
was...I'm not kidding. So I called again and call was routed to a
different out-sourced call center back east. The customer care agent
couldn't provide me with the primary and secondary DNS server IP's for
our area. So I called again and thankfully in-house Beaverton call
center picked up. The agent was very helpful and pinpointed issue
quickly (did not have to hear that Comcast doesn't support Firefox, or
that I have to disconnect router, power cycle everything...which of
course are part of standard deductive troubleshooting approach, but were
things I had already tested before the call).
I told this third agent she was very helpful and inquired how I can
force it so all my future support calls are routed to Beaverton call
center. As I assumed, she said I could not do this directly. However she
stated that all cable TV support for the region (I assume Oregon/SW
Washington) is routed through Beaverton, not out-sourced as much of
internet broadband support is. She provided a hint that whenever you
want to connect to in-house tech support based in Beaverton, call for
cable TV support, and when an agent picks up request to be transferred
to broadband internet support. Your call will be put in the Beaverton
call center queue. Hope this helps.
marbux wrote:
I've been using Comcast locally for years. Never had any issues with
the customer service other than one time when I wound up talking to a
service rep with a foreign accent who couldn't seem to understand what
I was saying. The fix was to end the conversation and call back to get
a different service rep.
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