Josh-Kerr.com

When I last spoke about my internet speed and the wonderful customer service I said,

Mark my words though, if I have to put up with another incompetent tech there will be hell to pay.

Well guess what? There’s hell to pay. The Time Warner tech came out, asked me the usual questions and didn’t do squat. In fact he was more interested in my rig than my problem?! Here are some of his best comments and questions that he asked me.

What seems to be the problem?

First off, don’t you people read your case notes? You’re the second tech to come out, don’t you think it would be in your best interest to know why you came out?

I see you play Warcraft. Do you know where I can get a cracked copy of Frozen Throne?

Focus on the problem, not on my wallpaper and games. Also, why would you ask a client for something illegal when your in uniform?

Yes sir I did bring a new modem. But I’m not going to waist the time to install it. You’re getting 800KB/s which is below our minimum server but I’m not going to do it?

So why did you come out? What am I paying you people for? Replace the modem. Try it out. Make me, the customer, happy. All residential lines are setup on 7Megs down and 1 Meg up. I’m not even getting a Meg down!  What do you have to loose?

There are a lot of houses in the neighborhood and with that many people, you’re going to have slow service.

It’s 2:00 in the afternoon on a weekday?! I seriously doubt that my service is getting bottlenecked by all the stay at home moms! Yes I know that when a lot of people in the neighborhood are on my speed will drop some but think before you try to pass this one by.

You know, a slow computer can be the cause of your connection speed.

Excuse me?

What do you have in your computer?

OK, I’ll bite. AMD 2600+ on an Asus NForce2 mobo, 1GB PC3200, Nvidia 660GT Zalman cooled, and a 74GB Raptor. It’s not bleeding edge but it can more than handle the games that I play. Next question?

Wow, nice rig. Can you help me build one? Where do you get your hardware?

Newegg, it’s your friend. And no, we’re focusing on the client’s horrible service, not your future machine. Focus man, focus!

Well sir, you’re getting bad packet loss and there is nothing I can do.

This is why I begged the “almighty” level III tech support not to send out another tech. Needless to say, I called the billing department and had a nice long talk with them. Now my case has been “elevated” to a supervisor whom I’m still waiting for his/her call. Thanks Time Warner. Thanks for sending out two techs to do nothing but tell me that I having problems with your service. Thanks for the long holds and even longer transfer times. Thanks.