Trchincal Support

Posted Tue July 5, 2011 4:07 pm, by Bill R. written to Time Warner Cable

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Dear Mr. Parsons,

Today I called TWC in Austin regarding an issue I was having connecting to the Internet via AOL.
I responded to the prompts. Supplied my responses and was quickly responded to by Mike. I found Mike to be very knowledgeable and willing to assure customer satisfaction. After some key strokes he found the problem and insisted he stay on the line to assure I had a workable connection.
During a lull in what we were doing I asked him if it was hot where he is. He said it was about midnight there so it was quite nice.
Therefore, I drew the conclusion that he is someplace in Asia. Considering how well he handled my issues this experience shoots a few holes in my previous belief that Customer Service calls that dealt with overseas personnel involved language barriers and the like. This was not the case.
Though I don't like that jobs are shipped overseas I must say that when they are handled like this one was it does damper my negativity.
In the mean time, thanks but please bring these jobs back to the USA.

Regards,
BillR.

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Re: Trchincal Support by RedheadwGlasses Posted Thu July 7, 2011 @ 11:40 AM My initial reaction: "Someone's still using AOL to access the 'net?" ;) Reply Someone's still using AOL to access the 'net?" by Bill R. Thu July 7, 2011 @ 11:47 AM Re: Trchincal Support by RowdyRetailer Posted Wed July 6, 2011 @ 9:05 AM I dont get it. As long as you are getting the support you need, what does it matter where the people are from? Id rather talk to someone that knows what they are talking about in Asia rather than a geek in the US about my computer who hasnt a clue. And how do you know the job was "Shipped" overseas? Perhaps the people here in US were unable or unwilling to perform the task. Or better yet, perhaps the call volume was high so it was transferred out to keep your wait time down to a minimum. Yes, no one knows, but to say the job was shipped overseas is unfounded, just as my statements could be construed as. Perhaps AOL got it right in subletting tech support overseas, it sounds like they did, so if it isnt broke, why fix it? Good Day Reply Re: Trchincal Support by Bill R. Posted Tue July 5, 2011 @ 4:11 PM Jeez, it should read Technical Support. Fingers moving way too fast. :') Reply