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Ask Slashdot: Dealing With Service Providers When You're an IT Pro?
New submitter username440 writes: So, a lot of us will have been here: You have a problem with your ISP, cable TV, cellphone whatever technology and you need to call the provider. Ugh. Foreign call centers, inane fault-finding flowcharts (yes, I have turned it off and on again) and all the other cruft that you have to wade through to get to someone with the knowledge to determine that YOU in fact also have a degree of knowledge and have a real problem.
Recently I had a problem with my ISP, where the ISP-provided "modem" — it's a router — would lock up at least 3 times per day. I had router logs, many hundreds of Google results for that model and release of hardware showing this as a common problem, and simply wanted the ISP to provide a new router (it's a managed device). I replaced the router with a spare Airport Extreme and the problems disappeared, to be replaced with a warning from the ISP that they could't access my managed device" and the connection is provided contingent to using THIER router. However my point was to prove that their router is at fault.
How do you fare when trying to get through to a service provider that they actually DO know something in the field? How do you cut through the frontline support bull*hit and talk to someone who knows what they are doing? Should there be a codeword for this scenario?
Recently I had a problem with my ISP, where the ISP-provided "modem" — it's a router — would lock up at least 3 times per day. I had router logs, many hundreds of Google results for that model and release of hardware showing this as a common problem, and simply wanted the ISP to provide a new router (it's a managed device). I replaced the router with a spare Airport Extreme and the problems disappeared, to be replaced with a warning from the ISP that they could't access my managed device" and the connection is provided contingent to using THIER router. However my point was to prove that their router is at fault.
How do you fare when trying to get through to a service provider that they actually DO know something in the field? How do you cut through the frontline support bull*hit and talk to someone who knows what they are doing? Should there be a codeword for this scenario?
Shibboleet
Just take it in. Speaking for Comcast, I know that I can take any equipment in at any time and get a replacement. Done.
I come here for the love
With those jobs, most of our callers have no clue what their talking about - so we won't believe you anyway.. Or the one the killed me was "My son/brother/neighbor's kid is in IT and he says ..." Even if that person really knows what they're doing, by the time it gets to your ears it's usually wrong.
It's very rare to get a caller who knows what they're talking about - so rare, that it's much more time efficient to ignore every caller's suggestions. Sorry, for the insult. Newbie techs who listen to their callers usually run down the wrong bunny trail and waste a lot of time and money.
My advice is to let them go through their motions and if it takes a long time - like you're without service for days - ask for some sort of compensation. Otherwise, you'll be bashing your head in and getting angry at the "idiocy". Drop their service if they refuse - customer retention may give you something.
And one last thing, I have been on the other end and thinking I knew better, the tech came out and solved the problem and showed how wrong I was. It was something I would never have thought of and it was so stupid, too. Arrrrrg!
That error message is no where near as dumb as most think it is.
It exists for a very specific purpose
http://alphahole.net/?p=1011
Enjoy the story!
I can tell you if you have CenturyLink and you get "call-a-me-Bob" when you call up, ask them to transfer you to the US staff. they do so, and you talk to nice folks in Boise who can shift off the script once they know you have done all the tier-zero stuff already.
if this is supposed to be a new economy, how come they still want my old fashioned money?
http://gethuman.com/ will often give you a decent number to get to an actual human in a lot of organizations. Biased to the US at the moment. The person on the AT&T number has actually asked in puzzlement 'how did you get this number?'. I have no connection with the site, but have had the occasional success with it.