From today's Boston Globe, an article by Keith Reed -- what's wrong with this concept:
"Next time your cable service is on the blink, log on to your computer instead of picking up the phone to get a little customer satisfaction. You might have to wait less to chat with a human being who can fix your problem than to talk with an agent on the phone. And they may be better equipped to help you."
What you don't see is the half-page photo-illustration in the paper edition: a man with a a notebook computer says, "My cable stopped working". Below, a service rep replies on another laptop, "Your cable modem appears to be swtiched off". An impossible scenario. Think.
You also don't see that on the front page is a little banner ad that reads "Online technical chat sessions are allaying computer angst".
Yeah, that's right. What if your cable service is your internet service? If your cable is out, how ya gonna chat? Wait less? Man, you are gonne be waiting a real long time. Didn't anybody catch this in editorial? I hate reading illogical twists like this -- especially since I've provided tech support on some fairly large scales. I know some nutty executive is going to try to convince his/her company to do away with phone support based on articles like this (I know cause it has happened to me).
What's worse is that the article is about ComCast, a company that I have to deal with almost daily, and a company that has just awful tech support. They are almost telling you that you need DSL or some other ISP if you expect support on your cable TV or phone service.
Stop the insanity.
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