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Unexpectedly pleasant tech support experience [Nov. 16th, 2008|10:52 pm]
My network connection is down -- I'm posting from work. This is yesterday's post for National Blog Posting Month.

When we first got Comcast broadband for Marsha, it took most of an hour to get through to tech support, but once you got through, they knew what they were doing. Then they staffed up and you got through in a minute or two — to someone who was totally clueless. (The first person I spoke to, on finding out that we were using a Mac, wanted us to call Apple.) You had to fight through that layer for an hour to get to the people who knew what they were doing. Things got better eventually. But tonight I was shocked to have my call picked up immediately, by someone who knew what a ping was. And who asked if I was using Windows or a Mac.

What is the world coming to? Not that he solved my problem, you understand. I’m getting perfectly good, perfectly renewable DHCP leases, but can’t ping the assigned router. The cable modem looked good on his end, we swapped cables so that’s not the problem, and the next step is to swap another modem in. There was some kind of general outage this afternoon, and it’s at least even odds that some misconfiguration resulting from the fix is affecting me, rather than that my modem coincidentally went bad. But swapping the modem is the next step anyway — if it’s something the frontline folks can’t see, we’ve got to get bad hardware off the list of possibilities before the folks at the next level will actually pay attention.

Hearts remember what words forget:
We have been together a long time,
You and I.

[User Picture]From: luguvalium
2008-11-17 11:00 am (UTC)
Unfortunately this situations happens frequently with ISPs of all kinds - there is a big disconnect between helpdesk and operations and infrastructure maintenance. But you knew that :)
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[User Picture]From: angelweed
2008-11-18 01:24 am (UTC)
Not that such a thing could ever happen in any organization that we were involved in....
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[User Picture]From: bellamagic
2008-11-17 12:41 pm (UTC)
"pleasant tech support"? UNPOSSIBLE. They were on drugs. Now pass me mine, please.
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[User Picture]From: angelweed
2008-11-18 01:25 am (UTC)
Still, much better than being told to call Apple about my network problem!
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