Flutterby™! : Tech support woes

Next unread comment / Catchup all unread comments User Account Info | Logout | XML/Pilot/etc versions | Long version (with comments) | Weblog archives | Site Map | | Browse Topics

Tech support woes

2001-09-08 18:58:45+00 by Dan Lyke 2 comments

Argh. My cable modem went out. The modem is making funny blinking patterns that I'm sure could be diagnosed if I could talk to someone knowledgeable enough. After 3 contacts with ATT Broadband tech support (the first attempts at which finally involved me entering some bizarre false ZIP code because "their database is screwed up", I've been walked through more "stand on your left foot, touch your right pinky to your left ear, and press reset" drills obviously meant to make sure I've got the cables plugged in correctly, I now have an appointment between 10 and noon on Tuesday for some guy to show up, say "your modem's bad, here's a new one", and leave. That is if the note to bring a new modem gets passed properly along. If only there were a "I've got a clue" card so I could talk to someone with a clue and we could save us both time and money. Sigh.

[ related topics: broadband ]

comments in ascending chronological order (reverse):

#Comment made: 2002-02-21 05:32:39+00 by: phoffman 

>If only there were a "I've got a clue" card so I could
>talk to someone with a clue and we could save us
>both time and money.

Excellent summary of a common problem. It seems that most technical service folks ignore the "I've got a clue" card and only react to "I'm a repetitive asshole" cards. Unfortunately, that sometimes leads me to print some of the latter cards on the spot, which I usually regret.

#Comment made: 2002-02-21 05:32:39+00 by: ebradway

I usually decline the on-site support agreements with computers I buy. Usually you spend three days on the phone to tech support convincing them that you actually need on-site support. I'd rather spend the money on a box of spare parts.