MikeW
11-20-07, 11:55 PM
The process for escalating issues needs improvement. In another thread I started, there was an issue with the HD feed of my local RSN. I spent nearly an hour on the phone talking to 5 different levels of CSRs. I got the following responses:
1) Tune to 94 or 95, your game should be there
2) The game is being blacked out in your area
3) The RSN is sending alternate programming for their HD feed
4) The league is not allowing us to broadcast the game in your area
5) The game is not being broadcast in HD tonight
6) Try resetting your box to see if the game comes on
One CSR looked on ESPN.com to see if there really was a game. He tried to tune to the channel but couldn't because it "was not available in his area".
The fact of the matter was...they had the FSN Southwest channel mapped to 649.1 which should have been FSN-AZ. It wasn't until very late in the third quarter that a switch was flipped and the correct programming was available. Yes, the game was not blacked out, was available in HD, was not being pre-empted by alternate programming, and WAS available in my area.
The troubleshooting should have started with the fact that FSN SW was being shown on the wrong channel. Eventually, the issue got to the right person. The problem is, with live sports, you only have one opportunity to make it right.
There is no script for issues outside of the norm and the CSRs need to be able to transfer calls to the appropriate person when they listen to symptoms that don't follow their normal script. 800-Get-Sports should have their own tech support that can deal with these anomolies. It is not right that a customer should spend so much time on the phone explaining an issue several times before finally being connected to somebody with the authority to make the right people look at the issue.
1) Tune to 94 or 95, your game should be there
2) The game is being blacked out in your area
3) The RSN is sending alternate programming for their HD feed
4) The league is not allowing us to broadcast the game in your area
5) The game is not being broadcast in HD tonight
6) Try resetting your box to see if the game comes on
One CSR looked on ESPN.com to see if there really was a game. He tried to tune to the channel but couldn't because it "was not available in his area".
The fact of the matter was...they had the FSN Southwest channel mapped to 649.1 which should have been FSN-AZ. It wasn't until very late in the third quarter that a switch was flipped and the correct programming was available. Yes, the game was not blacked out, was available in HD, was not being pre-empted by alternate programming, and WAS available in my area.
The troubleshooting should have started with the fact that FSN SW was being shown on the wrong channel. Eventually, the issue got to the right person. The problem is, with live sports, you only have one opportunity to make it right.
There is no script for issues outside of the norm and the CSRs need to be able to transfer calls to the appropriate person when they listen to symptoms that don't follow their normal script. 800-Get-Sports should have their own tech support that can deal with these anomolies. It is not right that a customer should spend so much time on the phone explaining an issue several times before finally being connected to somebody with the authority to make the right people look at the issue.