Anon
|  Customers pay for Galaxy's inexperience
Like many ISPs, Galaxy resells their DSL service from a middle contrator (in this case, NAS), who them contracts to the local Bell company. Anytime you deal with three different entities like this, you're bound to hit a few bumps- that's ok. It's expected.
But Galaxy's incompetence and apathy far outweighed these expected troubles. It took them three months to finally get my connection established. This could have been drastically reduced if they maintained a tiny amount of accountability and kept proper pressure on NAS. Galaxy, NAS, and Bell repeatedly closed my installation & trouble tickets for no reason, simply pointing fingers at each other when pressed for an explanation. Save for the very last tech I dealt with (I forget his name, but he was a breath of fresh air) they consistenly had an apathetic, sometimes quite rude attitude. I must have wasted a month on that aspect alone.
But even worse was their blatant technical incompetence. Many of the techs I spoke to had absolutely no idea about anything but the most basic concepts of DSL. They routinely couldn't properly respond to very simple questions. About the only question they seemed comfortable asking was "what lights do you see blikning on the router?" On several occasions I tried to explain the exact problem to them (a router firmware misconfiguration) and that the only thing I needed was one correct parameter. The tech had absolutely no idea what I was talking about and instead concluded that "since you have a bliking light, your line is at fault. It's a telco problem." Me: "No! Please believe me, it's not the line. I just need this one parameter and I know it'll work fine." Him: "Ok, got it. (click)". TWO AND A HALF weeks later they managed to get Bell to inspect the line (see previous paragraph), who of course concluded that there was nothing wrong. Then it was another week+ for them to escalate it to NAS. In the end, the problem was exactly what I told them 3.5 weeks previously: a one misconfigured line of firmware code that they could have easily answered if they had even a basic knowledge of their own service parameters. Instead, I found TECH SUPPORT to me little more than an answering service with extremely little technical knowledge of their product.
Granted, although my installation troubles cannot be completely attributed to Galaxy, I'm their customer. When I call them with a trouble ticket, it's their duty to take 100% ownership of the problem and see it through to the end in a reasonable manner. They did not. I am absolutely not a pushy or impatient person, but they managed to drive me to distraction with their poor service. My installation's up and working now, but if I had to do it over, I wouldn't touch Galaxy with a 10 foot pole. | |
Anon |  I'm in total agreement with you on not having a middle man/or having too many parties involved. I've seen countless situations where you get more than 1 party involved and the fingers start pointing as soon as you hit a bump. Was wondering one thing tho...
Did you mess with the router or did their installer mess it up at delivery time? •If it's their installer, that's something to Bitch about.
•If you went twinking with your hardware and were in an unfamiliar area and didn't know the settings before hand, sucks to be YOU!
DOH! | |
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