So why is it that everytime my internet service has an issue, and I call tech support that I get treated like an ID-10-T error?
– Well I’m sorry sir. But can you connect your modem directly to the PC?
Oh so that you can inconvenience me more than being without internet service – I have to rip up my cabling and unplug stuff to make it *less reliable* – this sounds like a good idea.
– No we can’t test this through the router that has been working fine for the last 2 years.
Why? Because it doesn’t allow you to follow your fault tree?
– I’m sorry sir, but what operating system are you running?
What does that matter? I’m telling you it won’t login, and won’t connect.
– I’m sorry sir for your troubles but we’ll have to route this to second tier support.
Arghhh!
As of now – I’m still waiting for round two of the customer is an ID-10-T.
To be continued…
Round 2:
I call back with my trouble ticket because I hadn’t heard from them. And the response was we tried to call you sir, and no one answered so we closed the trouble ticket…
– What? When? When did you try to call?
Turns out – they could not have called when they said they did… They re-open the ticket and finally someone actually does call does a detailed line test from the DSLAM to the modem and says everything is fine – we need to schedule an in home check (they mean home invasion).
So I mention this issue to the IT guy at work – and he says “Sounds like your modem is dead” – try a new one.. So on the way home – I pick up a $40 ADSL2+ modem, and voilá everything connects again. And 5 times faster download too!!!!
So in conclusion – always trust the IT guy at work – he knows more than tech support because he’s had to figure out how to fix everyone elses screwups.
That’s because the techs you are talking to are minimum wage workers (not real computer techs) following a pre-written script and if they deviate from that script, they will most likely get canned.
I used to handle support for a few small branch offices. I got to where I would just say I need to find out why the “DSL” light isn’t on the modem. I’d avoid computers completely, and say I am only calling about the DSL light. It was silly but it usually made them run a line test and route the ticket…..