Re: B!tch Session

Ok, well it wasn't the first thing this morning, had some software to install on
a computer.

Anyways, to get what you want out of MediaCom, you'll have to do a few things.

1. When talking to them, don't be belligerent and don't cuss at them. Remember,
the people you are talking to are just Tech Support. And also remember that all
these conversations are recorded. But, let them know that you're royally
p!ssed. I kept repeating phrases like "This is Ridiculous!!", and "I can't
*believe* this!"

2. Don't let them think you just need the internet just to "play around" on.
Make them believe that this is a business for you. For instance, I mentioned to
Support that I was working on contract for a company in South Texas and that as
long as my internet is down, I was losing money.

3. This can also be part of #2. Mention anything you can about money you've
spent or lost as a result of the downed connection. If they believe they have
put you out, they will do a little extra to compensate you for your losses.

4. Threaten to switch providers (provided there are multiple providers in your
area). The last thing they want to do is start losing customers, and the Tech
Support doesn't want to be responsible for customer loss, especially if you're
justified on the issue.

5. Make them feel like they're at fault, and keep reminding them of that. I
kept repeating other phrases like, "I was told this would be done 2 days ago,
then I was told it would be done yesterday...." and "You mean...after *three*
days of talking to support...NOW, all of the sudden it is an FRO that will take
2 weeks"

6. Always be truthful (If you have to lie to yourself until you believe it,
then when you do tell them...it will be the truth)


Now that that is out in the open, on to your situation...


Ok, since this is the 'B!tch Session', then I'll indulge myself.

I'm current with my bills with MediaCom and have never been late or
default and am a completely legit customer.

Good, this is solid ground for your complaints. They should have no reason to
not listen to you. Just make it known that you have been a loyal customer for #
years and that you need better service than what they are currently providing.
If they can't provide it, let them know that you will find someone that can.

I also used to be sub-
contracted through representative contractors of MediaCom to hook up
routers for business and residential clients (I'll explain how this is
relevant in a moment). Since this is the South, apparently we're not
good enough to have ACTUAL MediaCom employees service the cable, so we
get contractors.

Believe it or not, even here in Southern California, Adelphia sub-contracts alot
of their work.

I digress. Last Friday, my internet and digital cable
was out and stayed out until Sunday until I complained enough that they
sent an 'emergency call out'. Now, I knew that the two services were
out before I even walked inside the house.

Here's how I knew: Since I used to be sub-contracted, I would usually be
there when the contractors would hook up the cable internet so that they
could introduce me and leave me to do whatever it is that the client
needed me to do for them. Contractors make their money two ways: 1.
Hooking up cable.. They crimp a line with a tag indicating the customer
number and make sure the dB strength is correct for the connection type
the customer is using. 2. Disconnecting cable.. When they disconnect
the cable, they'll either leave a flyer with their "Monthly Special" at
your door and/or their business card. Not a hard job, idiots do it all
the time.

That is exactly who they sub-contract work to...idiots...they're usually the
lowest bidders and the companies with the fewest certified techs.

Like I said, I knew they had cut the cable because the flyer and
business card was at my door. This, again, was the second time in a
month that it had happened. Not only that, it was the same tech that
had disconnected it the first time that did it the second time. How I
found this out was because I had the rep that I spoke to on Friday night
call the person on the flyer and he was with the tech that had done it
the first time because he was being "re-trained". They said that they
did not know whether or not to disconnect my cable, so they just went
ahead and did it.

Sounds about par for the course. When all else fails, cut the cord. This is
just more ammo for you to throw back in their faces.

Back down the rabbit hole...The first time I called, I spoke with a very
knowledgeable rep that advised me that their system indicated that I was
current with bills, however there was a 'glitch' in the system that
generates the reports that the field contractors get and I just happened
to be on the unfortunate end.

I digress yet again. The rep whom I spoke to last Friday promised that
a tech would be there Saturday and lo Saturday night, no tech. I called
and spoke to another rep and then the rep told me that the guy I spoke
to the night before didn't file the request correctly and that they'd
have to be there Sunday. Fine.

Here is what I've learned to do when dealing with these Techies. Not sure about
your area, but here when we call Support, they will give us a time range (8-10,
2-4, etc.), and Support will call to let us know that the Tech is on his way
(usually within 10-30 minutes, depending on the distance from his previous job).
If support doesn't call me within 10 minutes of the end of the time range, I'm
on the phone calling them asking where the Tech is. One time, Support actually
said..."The Tech should have been there 15 minutes ago", but as it turned out,
he was at McDonalds getting dinner.

Point being, that if they know you're paying attention to them, they will try
even harder not to screw up. If you've got an appointment from 2-4pm, then make
sure you've had some contact with them by 3:50pm. Support will usually contact
the Tech to find out what is going on.

I then ask for an office supervisor and he says that the bill will be
credited $20.00. Do I feel ripped off still, yes. Why? I can count 4
times that a representative of MediaCom or an actual MediaCom employee
has been negligant.

I've only had to ask for a supervisor once (that I can remember) and that was
mainly because I couldn't understand a work of the middle-eastern dialect this
guy was speaking. Usually the Support can even credit your account for a loss
of service.

And yes, I feel ripped off too. But what can we do? B!tch about it, don't let
it happen. If it does, then the company in question doesn't want our business.

If I pay for a service, I expect the service to work.

Absolutely, I know that if I was to provide a service for other's, that service
would be the best that I can provide.


That should be enough ammo. Go ahead.


Hope this helps

RW


.

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