Originally Posted by iceblast
I'm a computer technician, and I have to deal with a lot of different company support. Most of the guys that answer the phone don't know anything about anything. That's why they have the problem tree, and they seem to be trained to follow it as if their life depended on it. Dell support is famous for it. When I use to do Dell warranty repair, I talked to a lot of guys like this. I would call up, tell them the exact problem, and I would then tell them the exact steps I've already completed to determine the problem part. I just needed them to send me the part I was asking for. But a lot of these guys would ask me questions I had already answered, it was like they weren't listening to what I was saying. This one guy couldn't even think for himself. I got ticked off, and told him to put down the problem tree, and use your own intelligence to answer my question! Because I had explained everything I had done, and I just needed him to be on the same page as me. But he just couldn't do it. He gave up, and transfered me to someone higher up, who knew enough about computer repair to follow what I was saying to finally send the part I was requesting.
Been there done that on PC's, Dish DVR that went down and had to be replaced kept turning off bad PSU They always want you to do what you did before you called them. (not a Computer tech but been screwing with them for ~25 + years
Went through the support fun 2 times with ATT UVerse gateway modem/routers that went permanently down after lots of intermittent downtime (common failure on that model) I finally got them to roll a truck after the 2nd one went bad. ' still they insisted you reboot the modem no matter what
First time I told the CSR nothing but red blinking power lights internal PSU is bad . (same failure happened to the second one )
She was still trying to check my DNS settings ,after some discussion that was getting no where I finally said
"Do you know what a DNS resolver is and how it works ?"
She couldn't answer that of course and sent me a new modem/router like I asked her in the first place !
Next time the replacement died (same thing )
On the phone , the ATT CSR (with a strong hard to understand middle eastern accent so that didn't make it easy ) kept wanting to mail me the same old model said they couldn't change it so when I got hard with them and elevated the call they agreed to roll a truck it was here the next morning !
By that time B4 I called them I got the scoop on the ATT Uverse community forums that the thing to do was to get a truck roll and then you would get the new reliable model .
Sure enough just like they said on the forum ATT tech walks in with a newer model in hand didn't even look at the other one .
Tech says "Oh yea these are junk we don't even carry them on the trucks any more this new one will fix you right up"
hooks it up checks it says "you want me get your other wi fi stuff connected ? (2 more PC's ,Lan server ,PS3,2 Rokus and a wifi disk spinner ) " I said "thanks but no, I can take care of of that go screw off or something for a while and tell your dispatcher you were working on my wifi s**t " !
No probs 1.5 yr. with the new model . ☺