Sunday, April 17, 2005
So, I've been working at Comcast for a full six weeks now. At seven days a week, that means that I've been working at Comcast for a full 42 days. Of course, there is the whole ninety day grace period which we were told some of us would not make it past. So, I'm roughly halfway through my grace period. Now seems like a pretty good time to reflect on what's happened.
I have made two sales. I have had to tell many, many people that since they don't rent that router/modem/computer/TV from us, I can't troubleshoot it. Yes, people do call us because they mess up their TV. And they know that they did. Half of the people calling in with interent problems can't understand why this is not a problem with their internet connection. If I can see that you're pulling an IP, then our job is done. Sometimes people call in the middle of the day. I ask them what operating system are they running. They say XP. Then I go into the "Okay, click on the start button and then on run" routine. They inform that their computer is at home while they are at work. I really want to ask them, "Then how do you know it's not working?"
Sometimes when asked what operating system they are running, they tell me, "I'm not running an operating system. I'm not running anything. The problem is not with my computer." Actually folks if you aren't running an operating system, then the problem IS with your computer.
If you have a Mac don't be surprised if no one is familiar with it. You decided to join an elite group of less than ten percent of the population. Expect problems. If you buy a car from Italy, expect to ship it back to Italy to find really good mechanics. In defense of Mac users. Many of them understand this. The ones that I hear from do not.
The most shocking call is a woman who wanted her bill explained to her. She did not understand why her bill was over two hundred dollars when she was told that the first month would be $9.95. The truth is that she had been receiving cable for three months and even watched a couple of pay-per-views but had only paid that first months bill. That bill was a grand total of $11.14 with taxes and fees. Of course, it's hard to figure out a tactful way of telling her that. She wanted to discuss a payment plan. I told her that we really needed those boxes back. There was no way that I could reconnect her.
The easiest call that I have gotten was from a Linux user with a router that was swapping out a modem.
Anyway, as I started out saying, I am roughly halfway through my trial period. I am not sure that this job is worth keeping. I'm tired of not working on a GUI interface. I'm tired of not being able to do things in two states that I can easily do in the other two, thereby extending some of my calls to thirty minutes. I'm tired of seeing that no one seems to be getting commissions. I'm also tired of not being able to transfer the call to my supervisor or tier two (The bigger geek).
Maybe I should wake up early tomorrow and start looking for another job. I don't think that this one will cut it. But for now, I'm think that I am going to see Sin City.
I have made two sales. I have had to tell many, many people that since they don't rent that router/modem/computer/TV from us, I can't troubleshoot it. Yes, people do call us because they mess up their TV. And they know that they did. Half of the people calling in with interent problems can't understand why this is not a problem with their internet connection. If I can see that you're pulling an IP, then our job is done. Sometimes people call in the middle of the day. I ask them what operating system are they running. They say XP. Then I go into the "Okay, click on the start button and then on run" routine. They inform that their computer is at home while they are at work. I really want to ask them, "Then how do you know it's not working?"
Sometimes when asked what operating system they are running, they tell me, "I'm not running an operating system. I'm not running anything. The problem is not with my computer." Actually folks if you aren't running an operating system, then the problem IS with your computer.
If you have a Mac don't be surprised if no one is familiar with it. You decided to join an elite group of less than ten percent of the population. Expect problems. If you buy a car from Italy, expect to ship it back to Italy to find really good mechanics. In defense of Mac users. Many of them understand this. The ones that I hear from do not.
The most shocking call is a woman who wanted her bill explained to her. She did not understand why her bill was over two hundred dollars when she was told that the first month would be $9.95. The truth is that she had been receiving cable for three months and even watched a couple of pay-per-views but had only paid that first months bill. That bill was a grand total of $11.14 with taxes and fees. Of course, it's hard to figure out a tactful way of telling her that. She wanted to discuss a payment plan. I told her that we really needed those boxes back. There was no way that I could reconnect her.
The easiest call that I have gotten was from a Linux user with a router that was swapping out a modem.
Anyway, as I started out saying, I am roughly halfway through my trial period. I am not sure that this job is worth keeping. I'm tired of not working on a GUI interface. I'm tired of not being able to do things in two states that I can easily do in the other two, thereby extending some of my calls to thirty minutes. I'm tired of seeing that no one seems to be getting commissions. I'm also tired of not being able to transfer the call to my supervisor or tier two (The bigger geek).
Maybe I should wake up early tomorrow and start looking for another job. I don't think that this one will cut it. But for now, I'm think that I am going to see Sin City.
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