said by sc0ri0n :

They insist to send someone to waste my time.

said by sc0ri0n :

....and their helpdesk is not really helpful as they simply follow a checklist which does not seem to include escalation other than sending a tech.

said by sc0ri0n :

The way they can fix this is by looking at the available bandwidth in the area I am living in and by increasing it as they should recognize that this is a capacity issue.

said by orever :

It doesn't matter if you think you know where the problem is, or if you called 100 other customers and they all agree with you, or if you think you're a computer guru who knows everything about everything. The call centers get 100s of people like you every day saying that they know what the problem is. They never get their problems fixed either.

It doesn't take a genius to realize that no matter what you tell them, they need to see for themselves. Any company would go bankrupt if they did repairs based on what customers told them. How many calls do you think turn out to be bad cables, something not plugged in, etc...? You are not special. There's no reason to think that you will get treated any differently than anyone else, especially since you won't even attempt to let them start their process.

Here's some advice: Every time they send someone out, it costs them money. The more they need to send someone out, the more money it costs, which means the problem gets escalated and they look harder to fix it, so it stops costing them money. Get it? You won't get anywhere with them until you start following their rules.

P.S. This applies to all companies, not just Cablevision.

said by Gres7 :

but thing is- they send tech in regular working hours, when everything fine and dandy. And customer end up looking like a tool with no problem discovered.

said by sc0ri0n :

I have a pretty good idea where the problem is not and I don't need to waste my time knowing that there is nothing their technician can do for me. If you look at other threads in this forum, many people are complaining about the same issues and some of them have been visited 15+ times without a solution of course.

I am telling "the doctor", hey I used to run miles but I cannot even walk now, I have no breath... and they say we have a procedure for that "we will check if you have 2 legs".

Cable companies are monopolies in may areas. I do want to move on but I am stuck with these guys who won't listen and that's why this is even more frustrating.

If you don't have anything useful to say, save your breath and please move on.

said by orever :

Yes, this is how it will work. They will send someone, no problem will be found, then they will leave. Then when you see the problem again, you call about it. They send someone out. If they find no problem, you call again on the next problem. Then they finally realize that something else must be done, and they get higher level support people working on it.

And what do you care what some faceless company thinks about you? First and foremost you are a paying customer to them. Do you think they have some flag in their internal system that says "[X] This customer is a tool". Get real.

What they WILL do, however, is write down if you are rude or non-cooperative in their call notes, and that will make a difference on how nice they want to be with you. This is not a company policy, but human nature. So ALWAYS talk to the phone people with respect and courtesy. Same goes for the guy who shows up to fix the problem.