[rant]
Just spoke to time warner cable internet support. Pretty much just wanted to check the signal values they were getting from my gateway, and potentially check to see if a service center would chargfe for a swap if I found it necessary. Been getting a bunch of connection drops lately and if the signals looked as good on their end as they do from the gateway's logs I was going to try swapping for a more up to date one see if that evens things out.
Fool had no idea what I was talking about. Didn't even know what an upstream or downstream WAS, and then remotely restarted the gateway AFTER I told him I was speaking to him through their service's internet phone. As in, him restarting the gateway would be him disconnecting the call.
When I worked internet tech support I actually knew what I was doing and actually fixed problems. In that world is THAT considered quality customer service? That is AT BEST call avoidance. At worst incompetence.
When I did this moron's job I would actually log into gateways and fix problems, and when I did have to disconnect a call for a reset, I let them know it was gunna happen and called them back! I had a first call resolution rate of 92%! Which meant that 92% of the people I spoke to didn't call back again for the same problem for at least a month. My coworkers averaged 70%. Yet because They suddenly decided that us tech support guys needed to sell security systems on top of our tech support duties, and I didn't sell enough of their subpar worthless security that anyone with an iphone could hack and disable, because they insist the default wifi passwords are secure enough for the security system, my services were no longer worthwhile.
I don't want to live on this planet anymore. Mars is too mainstream. Does Ceres need IT guys?
[/rant]