NYC Girl
Premium
join:2007-02-04
Bronx, NY | 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:
| Re: Would you like an extended warranty with your DSL? 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: | Re: Would you like an extended warranty with your DSL? right, but Jiffy must take complaints FOR JIFFY. that's the issue. | |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| Re: Would you like an extended warranty with your DSL? 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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"Padre, nobody said war was fun now bowl!" - Sherman T Potter
»www.cafepress.com/maxolasersquad
»maxolasersquad.com/
»maxolasersquad.com/network/ My DSL Network Guide
»myspace.com/mlsquad | |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | Re: Would you like an extended warranty with your DSL? 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:
| Re: Would you like an extended warranty with your DSL? 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:
| 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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guitarzan
Premium
join:2004-05-04
Skytop, PA
 ·epix
| Re: Would you like an extended warranty with your DSL? 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 | Re: Would you like an extended warranty with your DSL? 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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guitarzan
Premium
join:2004-05-04
Skytop, PA
·epix
| Re: Would you like an extended warranty with your DSL? 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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| | | | | | notwrth10
join:2007-03-03
1001EB
| 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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guitarzan
Premium
join:2004-05-04
Skytop, PA
·epix
| Re: Would you like an extended warranty with your DSL? said by notwrth10 :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? Paying the $10.00 extra per month is as useful as calling the tenth hop owner and secondly I know better than to call tech support, because of an congested or bottle necked router outside of Verizon's network. I should bill you $10.00 for assuming I didn't know that.
said by notwrth10 :"Were sorry you have 500+ms pings to glbx.net, how is this verizon.net's problem?" Its not, however I would be willing to wager many DSL users, will in fact call tech support for that very issue, thinking the extra $10.00 paid will fix the lag.
said by notwrth10 :"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) I have decided you shall be billed a $200 fine for missing the sarcasm of my post.... Pay up... Cha-Ching $$$$$$$$ :P
Earning a living as a call center tech support agent must be hell.
BTW: Its an extra $25 for misspelling inundating... 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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| | | | | | | | notwrth10
join:2007-03-03
1001EB
| Re: Would you like an extended warranty with your DSL? Here's the money... see it... yea it exists. I have been sending those e-mails about claiming the money. Don't you guys get them?
Damn, guess I will have to try harder with my "targets"
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ipsofacto
@swbell.net | 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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ph03n1x
join:2003-02-15
Sanford, FL
| 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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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | Re: Would you like an extended warranty with your DSL? 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 | 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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ph03n1x
join:2003-02-15
Sanford, FL
| Re: Would you like an extended warranty with your DSL? 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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ph03n1x
join:2003-02-15
Sanford, FL
| 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
| Re: Would you like an extended warranty with your DSL? 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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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
 ·Charter Pipeline
·AT&T Southwest
| Re: Would you like an extended warranty with your DSL? 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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| | | | | | | | | DSL Oberst
join:2001-11-29
| Re: Would you like an extended warranty with your DSL? said by morbo :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. Ah, I see. What happens when corporations do what you say and price it near the actual cost? Why, then the customers go to war! More screaming of "THE CUSTOMER IS ALWAYS RIGHT!" and demands for credits and the first-born of a rep.
Earthlink used to price its ADSL close to the cost - 49.99 for 1.5 down. What happened? Bitch and whine by the customers, because the telcos subsidize the cost of their extremely anti-profitable internet services with their very profitable regular telephone service. Cable internet? Same deal - all subsidized by the prices you pay for TV. Satellite? SAME DEAL. All broadband is subsidized by the profits for some other venture offered by the same company. Those who DON'T have another venture have gone down the tubes because they can't win the price war - see Earthlink, @Home, and several other 'ISPs'.
So, sure, I'll agree with your opinion. Just let me have Murdoch's empire and I'll guarantee you'll get all the broadband you want for $5/month. I'll be subsidizing it out the other profits I get for everything else, but you won't mind. That is, until I undercut everyone else, buy them out, and have a monopoly on the interweb. You still won't mind...after all, you get what you pay for, yes? | |
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| | | | | | notwrth10
join:2007-03-03
1001EB
| 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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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | Re: Would you like an extended warranty with your DSL? you should really read my trail of posts before responding. | |
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| | | | | | | | notwrth10
join:2007-03-03
1001EB
| Re: Would you like an extended warranty with your DSL? said by morbo :you should really read my trail of posts before responding. You should really think before posting but that don't stop you now does it?
At what age did you insert the AOL CD and spread your stupidity on the internet? 10? 11? 12? | |
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| | | | | | DSL Oberst
join:2001-11-29
| said by morbo :then the ISPs should educate users of their service OR charge more for what they are providing. I have to call the bull on that. Whatever happened to RTFM?
I didn't see any company or tech support teaching ME how to use a 2400 baud modem or how to build a computer from bottom-up or how to install Windows. If people need hand-holding on how to do a ping and translate the results, I have little sympathy for them.
I'm not the brightest bulb in the track lighting; if I can learn it, so can any other monkey. Again, RTFM! | |
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ph03n1x
join:2003-02-15
Sanford, FL | Re: Would you like an extended warranty with your DSL? No, I've only spent about 4.5 of those years on the phones. Moved back and forth between different positions. Back on the phones now for awhile since I switched jobs to work directly for a telco instead of for a crappy outsource outfit. | |
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kalphearion
In nomine Patri
Premium
join:2003-11-08
Denver, CO
clubs: | 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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ph03n1x
join:2003-02-15
Sanford, FL
| Re: Would you like an extended warranty with your DSL? 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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| | King Duck
join:2005-04-10
Elizabeth City, NC
| Re: Would you like an extended warranty with your DSL? 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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notwrth10
join:2007-03-03
1001EB
| 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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| NYC Girl
Premium
join:2007-02-04
Bronx, NY
·Optimum Online
 ·Optimum Voice
| Re: Would you like an extended warranty with your DSL? OK, so I misread the article, LMAOOOO, seemed a little vague to me read like they were giving unlimited Verizon DSL tech support only; however, I still wouldn't pay for it as it still seems like a ripoff. Sort of like buying an over the counter medication - if symptoms continue please contact your software provider directly - that will be $10.00, please, thanks for your business.
I would know how to fix this kind of stuff on my own, but that's just me. | |
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