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Comments on news posted 2005-03-28 13:25:03: Over the next few days we're going to run a reverse countdown of what we believe to be the top 10 problems that beset the US broadband industry, one problem at a time. ..
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techdood
@rr.com
| o The last time I contacted RoadRunner tech support I was willing to go through their canned scripts of telling me to perform trace route to yahoo.com up to the point where the asshole threatens me that I could either do everything he said or he will disconnect my online chat support. I had done all sorts of different standard tests prior to resorting to the dreaded tech support. He didn't want to hear any of it and got angry that I mentioned them.
My problem, as I later found out, was that for some strange reason, my CAT5E cable went bad periodically. A change in network cable fixed this problem entirely. Talk about a very rare problem.
I had contacted another tech support person who had asked the same scripted questions, and I asked why, without mentioning my prior run-in. The person said that he was asking because he needed to fill out basic details required by a network technician to my local network operation center. Though none exactly could diagnose my freak problem, I was cool with their support.
The thing with chat support is that you can request a copy of the transcript to be sent to you through email. I forwarded the session of the first support followed by a complaint to the abuse center at RoadRunner.
Suprisingly, the very next day I got an apologitic letter from the director of human resources, and that a correction to the regional manager of the tech support is on the way.
From this experience, it went to show me that the business actually cared. It is just that the company is so large that some employees think they can get away with it, and most do. But, there are those that really care just around the corner. Of course, if it wasn't for the chat log, I suspect no one would have done anything, and that's still unfortunate. | |
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golden eagle
Aquila chrysaetos
Premium
join:2002-08-06
On a cliff
clubs:
1 edit | Number 1 in my book. By far my #1 gripe. Those scripts just piss me off. | |
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