---------------------------------------------------------------------- Message-ID: <barmar-C17D47.10502617022016@88-209-239-213.giganet.hu> Date: Wed, 17 Feb 2016 10:50:26 -0500 From: Barry Margolin <barmar@alum.mit.edu> Subject: Re: Comcast outages anger thousands across US In article <na06m9$veb$1@dont-email.me>, David Clayton <dc33box-cdt@yahoo.com.au> wrote: > On Mon, 15 Feb 2016 22:22:16 -0500, Bill Horne wrote: > > > by Jackie Wattles > > > > Comcast service outages sent social media ablaze with complaints from > > areas all across the country. > > > > The TV and Internet provider's customer service account, @comcastcares, > > was responding to an onslaught of unhappy customers on Monday. > > > > "[G]et more employees and offer same day help when there's a problem. > > It's 2016, we aren't sending snail mail for help," one Twitter user > > wrote. > > > > http://money.cnn.com/2016/02/15/news/companies/comcast-service-outage/ > index.html > > Do people actually realise that companies will not ever have heaps of > people sitting around 99.9% of the time just in case there is a rare > major outage simply to pander to their need for "support" (which usually > means just telling them that the problem is being worked on)? It doesn't take heaps of people -- a recorded message on the customer support line saying that there's a known outage and it's being worked on would work fine. I know I've gotten that in the past when I've called Comcast when my Internet went out. -- Barry Margolin, barmar@alum.mit.edu Arlington, MA *** PLEASE post questions in newsgroups, not directly to me *** ------------------------------ Message-ID: <bqednRy6IJbFlVnLnZ2dnUU7-bednZ2d@giganews.com> Date: Tue, 16 Feb 2016 23:42:48 -0600 From: Doug McIntyre <merlyn@dork.geeks.org> Subject: Re: Comcast outages anger thousands across US David Clayton <dc33box-cdt@yahoo.com.au> writes: >On Mon, 15 Feb 2016 22:22:16 -0500, Bill Horne wrote: >> by Jackie Wattles >> >> Comcast service outages sent social media ablaze with complaints from >> areas all across the country. >> >> The TV and Internet provider's customer service account, @comcastcares, >> was responding to an onslaught of unhappy customers on Monday. >> >> "[G]et more employees and offer same day help when there's a problem. >> It's 2016, we aren't sending snail mail for help," one Twitter user >> wrote. >> >> http://money.cnn.com/2016/02/15/news/companies/comcast-service-outage/ >index.html >Do people actually realise that companies will not ever have heaps of >people sitting around 99.9% of the time just in case there is a rare >major outage simply to pander to their need for "support" (which usually >means just telling them that the problem is being worked on)? They could easily contract out for reserve call-center workers to be enabled and brought online for a major outage, if anything just to admit there are major issues, and take a message to pass along. There are call-centers who hotel for many different companies already that could absorb some of the load. But this takes planning, contracts, and still paying for some sort of outsourcing service. -- Doug McIntyre doug@themcintyres.us ------------------------------ ********************************************* End of telecom Digest Thu, 18 Feb 2016