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Ugh, IDIOT tech support
Entil'Zha
I see famous people
in Zocalo v2.0
Ok, so we just got a 3rd vonage line for work, instead of the nice motorola adapter that they used to send out, they now send a linksys RT31P2 Router.
well i get it unpacked, plugged in, and no phone service. the router bit works fine, i can get the machine online, but no phone.
I have the EXACT same setup at home (same Linksys router, same DSL modem, same DSL carrier) so i know it works, i do a bit of playing with it, hardreset using the reset switch, no go, power cycle, no go, go to "Restore factory Defaults" and try and restore it, no go (i get a message "Settings are failed" so i know the voice portion of the router is bad.
I go do some minimal research online, and find other people with the same problem, the voice module is bad, vonage must send them a new adapter.
So i call Vonage, the first words out of my mouth are
"My Adapter is bad, you are going to have to send me a replacement"
So he says "no sir, we cannot do that we must test your settings" So he makes me jump through the hoops, reset my DSL modem, no go, Reset the Linksys, no go, hard reset the linksys, no go, restore factory defaults, no go...time passes... he has me try all those things again, no go, then puts me on hold to get a supervisor....more time passes.... supervisor comes on, makes me re-confirm my name, phone number, shipping address... then gues what he has me do.. go through All the above steps once again. finally, an hour on the phone later, the supervisor has the balls to say these words
"You Adapter is Bad, We are going to have to send you a replacement" UGH
well i get it unpacked, plugged in, and no phone service. the router bit works fine, i can get the machine online, but no phone.
I have the EXACT same setup at home (same Linksys router, same DSL modem, same DSL carrier) so i know it works, i do a bit of playing with it, hardreset using the reset switch, no go, power cycle, no go, go to "Restore factory Defaults" and try and restore it, no go (i get a message "Settings are failed" so i know the voice portion of the router is bad.
I go do some minimal research online, and find other people with the same problem, the voice module is bad, vonage must send them a new adapter.
So i call Vonage, the first words out of my mouth are
"My Adapter is bad, you are going to have to send me a replacement"
So he says "no sir, we cannot do that we must test your settings" So he makes me jump through the hoops, reset my DSL modem, no go, Reset the Linksys, no go, hard reset the linksys, no go, restore factory defaults, no go...time passes... he has me try all those things again, no go, then puts me on hold to get a supervisor....more time passes.... supervisor comes on, makes me re-confirm my name, phone number, shipping address... then gues what he has me do.. go through All the above steps once again. finally, an hour on the phone later, the supervisor has the balls to say these words
"You Adapter is Bad, We are going to have to send you a replacement" UGH
Comments
You have to understand that tech support does not mean you talk to a tech either. When you call a tech support number usually you connect to a lvl 1 tech. A lvl 1 tech types your problem into a computer and then reads verbatim to you what the computer tells him to do. Sometimes, its just people that want a job, and cant program a VCR still.
Ask to talk to a tech lvl 2 tech, or go through the motions.
[B]not everyone can troubleshoot on their own.
You have to understand that tech support does not mean you talk to a tech either. When you call a tech support number usually you connect to a lvl 1 tech. A lvl 1 tech types your problem into a computer and then reads verbatim to you what the computer tells him to do. Sometimes, its just people that want a job, and cant program a VCR still.
Ask to talk to a tech lvl 2 tech, or go through the motions. [/B][/QUOTE]
Believe me, i know how tech support works, i worked tech support at an ISP for years, i wouldnt wish that job on my worst enemy,
and really, i wouldnt mind going through the motions, if this wasnt a known issue, reading through vonage's own forums, there are many many people who've had the exact same issue, and to a man every single one of them has needed the router replaced due to a faulty voice module (i didnt find out that there were that many people with the same issue until after)
so really, there is no need to go through the motions 3 or 4 times, when they know that they have to replace it in the end anyway, i didnt mind so much when the first tech made me do it, but when the lvl 2 tech made me do all the exact same things taht i'd already done with the first tech, TWICE, expecting them to suddely work... thats when i get annoyed.
Incidentally, my friend (who worked tech with me at that same isp) has a saying that he uses with obstinant tech people, he just tells them "Look, we're going to end up doing it my way in the end, the only diffrence, is that i get to play video games while we wait"