It's a wonder why some people come to hate technology like computers, cell phones, and other advanced devices like your TiVo. The support you get is dismal at best and the people working at the support desks just refuse to help you.
Example as of signing up for this new blog my Trillan which connects me to several IM networks and IRC just kept disconnecting and reconnecting and webpages kept timing out. So as a paying customer I call my Verizon DSL support center. After getting through the stupid menus and finally get a human on the line he asks my name and phone number. I keep calm and give him the information even though the computer wanted it before it connected me to someone.
A small explanation of the issue is there are many devices on the internet that carry your data back and forth from point a to b. Each of these devices have what is called a IP address which basically is a unique id of the device on the network. Information is routed in a series of steps form one IP device to the next and so forth until the information is delivered to your computer. One of these ip's intermittently becomes unavailable and thus my information feed ceases.
I explain the problem to the tech and he put me on hold while he tested my line. Comes back and says that he sees no problem. I explain to him that the problem comes and goes every 5 to 10 minutes and lasts about 30 seconds. He again repeats that if he cannot see the problem he cannot help me. I ask to have the issue escalated to a higher level of support which are usually the "Experts" but once again I hit the brick wall of "If we cannot see a problem we cannot escalate" and explains that he has to check a box. I ask him to just check it so it can get to someone who knows of these issues and can better diagnose the issue at hand. But again the mantra of "If we cannot see the problem we cannot help you comes up".
Obviously by then I'm quite pissed. By trade I'm a network engineer and I know exactly what the issue and where it's occurring in the network. Any Network+ trained monkey could find this out. Yet I'm stuck with Patrick the idiot. I ask to speak to a manager and he informs me that a manager is not there. So I ask of the managers name and Patrick does not even know it. I then ask him if he really works for Verizon or is a contracted out company and he says "I cannot tell you that sir"
Patrick I'm not a idiot and you don't work for Verizon. If any Verizon employees read this you really need to get your act together and learn to support your customers not pawn them off with lame excuses because they're trying to meet a quota of punting the customer before 30 seconds have elapsed.
Sadly my options for a different broadband connection are limited to Verizon and once again I'm considering a business account just to get some real support though I'm now in doubt. Several months ago this problem happened and I had it fixed within a weeks time but they've switch support obviously in the last year. If I find a different option they'll definitely be kicked to the curb.
posted by Corey @ 7:09 PM
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