Ahrenl
join:2004-10-26
North Andover, MA | reply to morbo
Re: Would you like an extended warranty with your DSL?
Not to mention they SHOULD be providing that support if you have to power cycle your modem 2-3 times a month. Wtf is that? The only time you should have to power cycle is to update the MAC address for the directly connected device. 2-3 times?! |
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King Duck
join:2005-04-10
Elizabeth City, NC
| reply to ph03n1x
Unfortunately, having worked in Fios tech support, there are many users who think that the ISP is responsible for all those issues. I've had many customers claim that their previous ISP supported all of their other hardware and threaten to go back to them if we cannot fix their issue. My personal experience is that for every 100 can't connect calls I took, more than 95 were for PC related issues. Whilst Fios does go down (very rarely) , usually the PC is the problem. The most common fixes were reset IP Stack, reset Winsock, reinstall drivers (I hated doing that with Dells) and, recently, update Windows. Things which tech support will now be able to do will be to run spyware and virus scans for customers, update drivers and, perhaps most important, update Windows.
I have lost count of the number of people I have spoken to who had never been to Windows Update. Reasons given for this include:
1) I was on dialup and updates took too long,
2) You mean Windows needs to be updated? Why didn't anyone tell me?, and
3) My cousins, friends, ex school buddy who is a geek told me that updating Windows causes problems!
I think this is an excellent step by Verizon and after they iron out the bugs in the DSL area I'm sure Fios will also have this option (for those who need it, if you do not need it you do not have to buy it!) |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to karthwyne
said by karthwyne  :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. And that number shrinks every day! |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to morbo
said by morbo :then the ISPs should educate users of their service OR charge more for what they are providing. it's not my problem that they aren't doing the things needed to make a profit for 6 months. I believe you misunderstand my point. Firstly, educating customers who cant even fathom how to navigate their Start Menu on even the basic functions of an ethernet device let alone anything about their computer is nigh on impossible. Customers want everything for nothing, but in general are not willing to pay attention or learn. Customers want competition which includes lower prices but arent willing to understand the business aspect of how extreme competition can affect changes to the service provided. |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to Ahrenl
We're talking about customers who run their modem and router through extension cables, 30-50 foot phone cables, daisy chain dsl filters, or generally hose up the way things are supposed to be connected in hundereds of unimaginable ways. Ethernet devices are solid when they are used properly. However, they are also fairly sensitive electronics. Power fluctuations because they are using a cheap-o Walmart power strip or a 30 foot power extension cable can cause you to have to powercycle. Signal fluctuations because your cable is too long from the wall to the modem or it's looped up in 30 coils can cause the signal to generate it's own EMI. In these cases, the lights on the modems dont normally change, everything looks good, but the connection is still dorked. These situations require powercycling frequently unless they are corrected. What my point is is that at least 85 - 90% of the calls I've ever gotten at an ISP help desk are user error not service error. This gets expensive for companies because customers dont want to learn. The onus for correcting these types of problems should be on the customer because they should bother to learn at least a little bit about what they are dealing with first before subscribing. |
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mathfaster
join:2005-09-23
Upland, CA | reply to inteller
If this support is as bad as their Verizon Online support in India then I want no part of it. However, that being said, the support via dslreports was very good. I doubt this will be US based support, thereby making it worthless. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
 ·Charter Pipeline
 ·AT&T Southwest
| reply to ph03n1x
No, I understood your point. I stand by my earlier comment that the burden is on the ISP to either price the product/service correctly, considering that there is a range of users, including those extremely ignorant of all things internet, AND/OR educate users on what to do.
This trend by corporations to try and nickle and dime consumers to death is not a welcome change. It is particularly disturbing that this trend seems to be encroaching more and more into everyday life. |
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ph03n1x
join:2003-02-15
Sanford, FL
| said by morbo :No, I understood your point. I stand by my earlier comment that the burden is on the ISP to either price the product/service correctly, considering that there is a range of users, including those extremely ignorant of all things internet, AND/OR educate users on what to do. I suppose we must agree to disagree. I feel that the onus of learning what is supported by whom and what kind of problems are caused by what should be on the customer. While I agree that companies want to nickel and dime, it's unrealistic in the current market to price a service correctly based on it's cost. There is a larger attitude, at least in the USA of people feeling entitled to everything for nothing and being unwilling to learn anything about what they are buying. Everything starts at a loss to be competitive. To do otherwise would mean internet service would be $50-60 a month (a decent starting point if you consider the $10 per tech support call cost) still for basic speeds. If a company priced their service at this rate, say for a 1.5 line, then they would not have very many subscribers. |
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guitarzan
Premium
join:2004-05-04
Skytop, PA
·epix
| reply to Camelot One
Hello DSL Tech support? Yes: On a tracert, I have ping times of 500+ ms on the tenth hop and plenty of lag.
Tech support agent: Sorry there is nothing we can do, it's outside our network. Please hold while I transfer you to our billing department. Cha-Ching. 
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Its the Democrats fault. In fact it is the Speaker of House Polosi fault. Everything is the Democrats fault. Everything. Just like Everything was the Republicans Fault when they were in power. |
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ipsofacto
@swbell.net | reply to Camelot One
If verizon didnt outsource the work to telvista, where the draconian management insists you have your calls finished in 12 minutes . You might have 1/2 a chance at getting quality support |
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ipsofacto
@swbell.net | reply to guitarzan
and that rep is absolutely correct. there is NOTHING they can do. Pay for a t1 connection then you can expect anything other then entertainment value connection |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
·AT&T Southwest
| reply to ph03n1x
I guess we do agree to disagree.
If products or services cannot be priced correctly based on cost, then those companies will go out of business and those services will not or should not be provided. Capitalism, eh?
There is a personal entitlement issue in the USA, but I don't see it in this case. If anything, I see your view as a corporate entitlement issue. Your position comes off as Corporations are unable to price correctly due to over demanding consumers. In reality, DSL and cable internet are huge cash cows for these corporations. I don't for one minute feel that I should feel like I should pay more for these services. It's like feeling sorry for the poor car salesman that is only making $2500 commission off my new car versus $2800. Enough profit is being made that the issue isn't relevant.
Obviously, if my ISP has to raise the price to stay in business or because they feel that they have consumers on hook (common with cable tv), I, as a consumer, decide if I want to stay with that provider or go to another, if there is even an option.
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notwrth10
join:2007-03-03
1001EB
| reply to guitarzan
Depending on what the 10th hop is or who owns it you might deserve to be billed. Ever thought about bothering the hop owner instead of your tech support?
"Were sorry you have 500+ms pings to glbx.net, how is this verizon.net's problem?"
For you we decided you should pay $85 a month with a $100 fine for innudating tech support with a useless question (depending on hop domain name as proof). |
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notwrth10
join:2007-03-03
1001EB
| reply to NYC Girl
said by NYC Girl :RIDICULOUS, they should be providing unlimited support regardless. I am so glad I don't subscribe to their service anymore. If that's your expectation then you should be paying $75 a month. If you are too stupid to know what the hell your bastard kids are doing to your internet connection that should be $100/month.
I say make the stupid/unwilling to learn pay for it! Good plan verizon! |
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notwrth10
join:2007-03-03
1001EB
| reply to morbo
said by morbo :then the ISPs should educate users of their service OR charge more for what they are providing. Can I have some of what you smoke? apparently that's some really good stuff! Send me an IM on the price please!
said by morbo :it's not my problem that they aren't doing the things needed to make a profit for 6 months. Ok why is it an ISP's problem if you decide to plug in a router between you and your cable/dsl modem and can't get on the internet? Then the audacity to expect the ISP's tech support to help you fix the problem?
Yea You should pay, no questions asked. I still think computers should be like cars and drivers licenses should be issued. Fines for innundating the wrong/incorrect tech support. |
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notwrth10
join:2007-03-03
1001EB
| reply to ph03n1x
said by ph03n1x :said by karthwyne :the vast majority of calls to ANY helpdesk are not related to the product the desk supports. And that number shrinks every day! What are you smoking and where can I buy it!?!?!? That number in my book grows every day! |
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notwrth10
join:2007-03-03
1001EB | reply to bi0tech
I doubt if they could fuck it up any worse, I consider best buy to be about as low as you can get. Least they might make a good effort to help for $10, best buy charges for good efforts to the tune of about $175 |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to Ima
said by Ima :$10 dollars for unlimited tech support? ..what? does your ten bucks get you people WITHOUT indian accents?
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You can never be too rich, too thin or have too much Bandwidth |
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guitarzan
Premium
join:2004-05-04
Skytop, PA
·epix
| reply to ipsofacto
said by ipsofacto :
and that rep is absolutely correct. there is NOTHING they can do. Pay for a t1 connection then you can expect anything other then entertainment value connection
Even with a T-1 or T-3 connect, outside the network, there is nothing which can be done to remedy the latency. You and the rep would be absolutely correct in that situation.
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Its the Democrats fault. In fact it is the Speaker of House Polosi fault. Everything is the Democrats fault. Everything. Just like Everything was the Republicans Fault when they were in power. |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
·RoadRunner Cable
| reply to ph03n1x
Ten years?! Good god man (or woman), tell me you haven't spent all of that time on the phone. You must be a supervisor now, right?
Oh, I used to do Verizon tech support. DSL. Then FIOS. FIOS was quite a bit easier to support.
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Think outside the fox...Seamonkey |
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