It started on Sunday late in the afternoon;
I had been installing a new
router and completed the project, everything went well. I then spent
another hour working on the computer and my website over the Internet.
Around midnight; I went back to work on
my website and found I couldn't
connect to the Internet. After trying several times I decided to start
using some troubleshooting techniques to investigate the problem. I ran
diagnostics on the computer to see if it was the cause of my Internet
problem. The computer itself checked out fine. Then I disconnected the
router to eliminate it as a possible cause of the problem and connected
directly to the computer; again I tried to connect to the internet.
That also was unsuccessful.
Monday morning around 11:00AM; I
started the procedure all over again
by calling the tech support center number. Everything was the same; the
voice had me digit punching for a few minutes and then connected me to
some operator in a far-off land. We went through all of the same
procedures which we did the night before. When I couldn't understand
the operator I had them repeat themselves, sometimes more than once.
Finally, I was told the problem was in my local DSL circuit, and that
it would be referred to a technician in my area who would resolve the
keep me informed of their progress.
Monday afternoon around 5:00PM; after
not hearing a word about my DSL
problem, I decided to call the tech support center again. Once more I
go through the same procedure; punching digits to satisfy the computer
voice. After a few minutes of this, I was finally put through to a live
person. This operator told me they had not yet resolved the problem
my DSL line, but he would be glad to help me with the modem. Once more
we went through the test procedure which I was becoming very familiar
with. The results were the same. I still could not connect with the
Internet. That is when I asked if he could push the problem to a higher
level and get more resources involved. He said that he could not and
that I should wait for the results of the line test. During this call
the phone connection went dead again, but, this time the operator
called me back.
Tuesday around noon; since I had not
received any word about the DSL
problem, once again I called the tech support center. I then began the
process of digit punching for a few minutes until the computer voice
connected me to a breathing person. After checking the records, he told
me that the technician checking the line had determined that it was
good, and that there would be no further follow-through. At which point
I told him that I still had the same problem. I could not communicate
over the Internet. The tech support center operator started to walk me
through the same diagnostic procedures as I had been through so many
times before. The results were the same as all of the previous times.
No communication over the Internet. At this point the service center
operator came up with a different approach. He was going to send me a
new modem replacing the one that I had, and it would arrive in 24 to 48
hours. Now, all that I had to do is sit and wait.
Wednesday shortly before noon; the
computer voice called me to tell me
they were still working on my problem. What did that mean? They already
told me a replacement modem was being shipped. It is very frustrating
when you can’t ask questions and the given information leads one to
know less than they did before.
Wednesday at 3:00PM; alas, the elusive
Wednesday 5:30PM; everything is functioning normally. It is easy to be more relaxed when the problem has been solved, but, it is a shame that it takes more than three days to replace a modem. During that time I was blind, without a link to the World Wide Web. All of the support people that I spoke to, both men and woman were very knowledgeable, courteous, and professional: with the exception of not calling me back when the phone connection dropped. It’s still frustrating punching digits when you need a real person to solve a problem. The fact is; I was talking to people from all around the world and that has its own problems. The subtleties and dialects of the language do not allow the troubleshooting process to flow as smoothly as it should.
Vent your Frustration!
I've taken you through my experience of trying to get in touch with a technician at the tech support center in order to solve a modem problem. So many people have told me about their trials and tribulations in getting good service. This is your chance to let the world know what you experienced in trying to get good tech support, and see it published at the same time.