NYC Girl
Premium
join:2007-02-04
Bronx, NY | reply to Ima
Re: Would you like an extended warranty with your DSL?
RIDICULOUS, they should be providing unlimited support regardless. I am so glad I don't subscribe to their service anymore. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| said by NYC Girl  :RIDICULOUS, they should be providing unlimited support regardless. I am so glad I don't subscribe to their service anymore. No company provides supports for other people products for free. It won't happen. Just like Jiffy won't take complaints for Peter Pan peanut butter. Jiffy simply won't care. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | right, but Jiffy must take complaints FOR JIFFY. that's the issue. |
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kalphearion
In nomine Patri
Premium
join:2003-11-08
Denver, CO
clubs: | reply to NYC Girl
No ISP should feel obliged to provide unlimited support for third party hardware. If Verizon supplied secondary hardware as part of the service(Router, wireless router) then yes, they should support that. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| reply to morbo
said by morbo :right, but Jiffy must take complaints FOR JIFFY. that's the issue. That's not the issue. ISPs already provide a technical support desk for their product.
In this news article they are providing extra support for the computer and routers that are provided by another company for a fee. They are calling this "unlimited support." They should not have to provide "this support regardless."
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | my mistake. they should have to provide unlimited support for their product. anything else, i can understand making people pay something. however, i think a pay per use model is better for consumers. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| said by morbo :my mistake. they should have to provide unlimited support for their product. Agreed. |
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Camelot One
Premium,MVM
join:2001-11-21
Sarasota, FL
clubs:
| reply to morbo
If you've ever had the misfortune of having to call Verizon tech support, the first thing you'd know is that they try to find ANYTHING else to blame the problem on, just to get you off the phone. "What, you have a router...we don't support that, even though you are sure the DSL modem is the problem. Goodbye"
I see this as a way to force people to pay more just to get a straight answer out of them.
But even if that isn't the case......anyone who has ever dealt with Verizon's DSL Tech Support think you want to subject yourself to them troubleshooting other hardware issues? If you think GeekSquad is bad.......
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AMD X2 4800+ @2700Mhz/ MSI K8N Neo 4 Platinum SLI/ 4x 1024Mb Corsair XMS PC4000/ WD 74Gb Raptor/ PNY 7800GTs SLI/ Antec 550 True Control/Custom water cooler |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to morbo
said by morbo :my mistake. they should have to provide unlimited support for their product. Having worked in technical support for nearly 10 years now, I am forced to strongly disagree with this statement. Especially in regards to ISP technical support. Service prices have come down so much and technical support is so expensive that ISPs dont start making a profit on a good customer until after having their service for 6 months. Each call to tech support on average costs the company $8-10. So frequently I've seen people who call in two to three times per month becuase their service stops working. All it takes each time is to powercycle the modem or router. at $25 per month if you call in 3 times, the chances of an ISP making a profit on your account are erased. This same issue occurs for hundereds of users. I feel that ISPs should have the right to limit what they support, especially for customers who are chronic callers who dont seem to learn. |
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ph03n1x
join:2003-02-15
Sanford, FL
| reply to kalphearion
said by kalphearion :No ISP should feel obliged to provide unlimited support for third party hardware. Without a doubt. If it didnt come from your ISP, dont call your ISP about it. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | reply to ph03n1x
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. |
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Ahrenl
join:2004-10-26
North Andover, MA | 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 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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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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