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Electronics Repair (sci.electronics.repair) Discussion of repairing electronic equipment. Topics include requests for assistance, where to obtain servicing information and parts, techniques for diagnosis and repair, and annecdotes about success, failures and problems. |
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#1
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why we often get bad service
A cable technician was here today for two hours. The digital TV box refused
to supply on-demand movies. He completely redid the F fittings, replaced the splitters in the attic and re-routed the circuits. Signals came up in excess of 10dB at two critical locations. It was extremely hot in the attic and he was up there for over an hour. He was drenched in perspiration. Other techs (same company) have been up in that attic 5 times over the last 3 years. He is the first one to finally do the job right (I have had TV issues and repeating broad-band Internet issues). So, in chatting with this guy while feeding him cold drinks he said that his boss complains about his productivity. I will write a letter to his company reminding them that the quick in-and-out techs who have been here in the past no doubt have more calls per day, but someone needs to look at the call backs too. |
#2
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why we often get bad service
Charles wrote: A cable technician was here today for two hours. The digital TV box refused to supply on-demand movies. He completely redid the F fittings, replaced the splitters in the attic and re-routed the circuits. Signals came up in excess of 10dB at two critical locations. It was extremely hot in the attic and he was up there for over an hour. He was drenched in perspiration. Other techs (same company) have been up in that attic 5 times over the last 3 years. He is the first one to finally do the job right (I have had TV issues and repeating broad-band Internet issues). So, in chatting with this guy while feeding him cold drinks he said that his boss complains about his productivity. I will write a letter to his company reminding them that the quick in-and-out techs who have been here in the past no doubt have more calls per day, but someone needs to look at the call backs too. Unfortunately that will probably make no difference. Bosses these days don't seem to care about the *quality* of the result from a call-out, they just want any result so that they can sign it off. Graham |
#3
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why we often get bad service
Eeyore wrote in
: *snip: Good experience with competent tech* So, in chatting with this guy while feeding him cold drinks he said that his boss complains about his productivity. I will write a letter to his company reminding them that the quick in-and-out techs who have been here in the past no doubt have more calls per day, but someone needs to look at the call backs too. Unfortunately that will probably make no difference. Bosses these days don't seem to care about the *quality* of the result from a call-out, they just want any result so that they can sign it off. Graham Employees will work hard to maximize whatever metric of success you use. (This seems to be making the rounds of who's idea it was.) Puckdropper -- Wise is the man who attempts to answer his question before asking it. To email me directly, send a message to puckdropper (at) fastmail.fm |
#4
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why we often get bad service
Sad to say the name of the game today seems to be quick and dirty, get the
flippin job done and then off to do the same with the next customer. maximize the number and satisfy the beanos who are making the $$$$ off the back of the workers in the field. Seems every "Service oriented division" is getting the same demands from their corporate superiors. Cut cost, cut inventory, fix just what is necessary to get the customer operational, then do the other 10 stops within the allotted 8 hour time period. Regardless that the route is in excess of 200 km. The guys who actually take the time and effort to do the job effectively and correctly are being openly penalized by their bosses because of loss efficiency. they do not get the COLA wage increases and are passed over for any advancement. When the caring satisfied customer takes their personal time to call or write the company praising the technicians the result is more aggravation for the tech stressing more more more! Stop dawdling with the customers to just satisfy one, get more more more!! Sad to say, many companies are losing their respective retail customer base directly as a result of the experience they have with the service division of the company. The attitude at the upper floors seem to be "So what, there is another fish to be hooked, so we loose a few"! The idea of effective quality service to do the job correctly and satisfy the customer seems to be no more. The service technicians are being harrrassed, underpaid, and not thoroughly stocked with necessary tools and/or parts. They are told there is no such thing as working overtime but then given a number of calls that can not be effectively done within the allotted time. The result is the customer occasionally sees the technician who may not have seemingly a very good attitude or opinion about working for any company. Enuf! "Puckdropper" wrote in message reenews.net... Eeyore wrote in : *snip: Good experience with competent tech* So, in chatting with this guy while feeding him cold drinks he said that his boss complains about his productivity. I will write a letter to his company reminding them that the quick in-and-out techs who have been here in the past no doubt have more calls per day, but someone needs to look at the call backs too. Unfortunately that will probably make no difference. Bosses these days don't seem to care about the *quality* of the result from a call-out, they just want any result so that they can sign it off. Graham Employees will work hard to maximize whatever metric of success you use. (This seems to be making the rounds of who's idea it was.) Puckdropper -- Wise is the man who attempts to answer his question before asking it. To email me directly, send a message to puckdropper (at) fastmail.fm |
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