How do you get competent support from Brighthouse?

[jcarrera]

I grant that I said that in blunt language, and am sorry it ticks you off.

But I stand by my point that he asked a very straightforward question ("My question for this group is: Does anyone know how to get through to competent technical or even support people at Brighthouse?" and the replies were nowhere near a straight answer--thus the truth of what I said bluntly.

I still don't see the answer in this thread, although just now the most recent ones (not the ones right after his question) start talking about a Field Supervisor which seems where the answers he was seeking were held, but how would he have known to ask for that, and would he have gotten anywhere asking that of the CSR.

[stevenl]

Many many posts ago I told him to let them send a tech out...

But I was not concentrating on the answer to the question you mention. I was trying to solve his real problem and answer that. I was trying to be helpful and answer the question about QAMS so he would not have to worry about trying to find someone at BHN to answer it. Forgive me for trying to be helpful and not just feed his rant about "no one at BHN knows anything!"

[jcarrera]

stevenl, I appreciate that and understand you trying to answer "the underlying problem" rather than his direct question...BUT...he wanted to know how to get answers from BHN, not how to get answers here. The replies here addressed his current issue, but provided no general help for the next time.

The next time he (all of us) still would be in the dark about how to get answers from BHN that the CSR can't answer. For customers, there seems to be only one path. Either the CSR answers, or a tech is sent to the house. That is the only path for answers--even if it is totally clear that the problem is not in the house (like the recent burps/pixelation)--or the question is about things unrelated to equipment in the house. No choice: CSR or tech at the house. That's it.

[stevenl]

Pretty much, either ask the CSR or ask the tech. There should be no problem as I mentioned for the CSR though to have a technical supervisor contact the customer. If she fills out the right forms.