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The real reason the cable guy is always late

One of the things that we are graded on as technicians is our missed time frames. You’re routed with 9 to 12 calls per day, and if you take into consideration travel time, we have anywhere from 30 to 45 minutes to repair a problem. It is very tight. And if it takes longer to repair a problem, then it’s frowned upon because we spent too much time.

If we’re running behind … we send an email to a traffic controller who manually assigns repair jobs. Sometimes they will [reschedule the job], sometimes they won’t. It depends on the amount of workload they have; it depends on their mood.

If we can’t find out what’s wrong, we’re encouraged by management to close it out in such a manner that it will charge a customer-service fee … so they’ll learn to live with it or they’ll switch to someone else.

One gentleman had a total of 15 technicians go to his home. I got a phone call from my supervisor telling me, "This guy’s calling back in, there’s already been a lot of people there. Whatever you do, don’t give [him] my phone number."

Personally, I keep working. I’ve been to a call for six hours. I stick my nose on it and I don’t give up until I find out what the problem is. I just have late appointments for the rest of the day.

-Corporate CommTech 3, 2010–present, Georgia

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Source: The Verge
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