Friday, June 20, 2008

Phone Phinaly Phixed

For the last three weeks some callers have experienced static on the line or worse - no service at all. After over a dozen support calls and five on-site visits the systems now seems to be stable. At least one technician at Time Warner knows his trade. If only he had been the first one out the problem would have most likely been fixed the first day.

This experience has produced one (hopefully) positive outcome however, i.e. the email-based ticket tracking system. The idea here is to collect and post any software request or bug fixes to a database that will allow you to check the current status of the request/problem with a single click on the return email. No log-in or complex online system to learn. After all software is supposed to solve problems, not create new ones.