(no subject)
Sep. 23rd, 2004 01:18 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
jordy.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryCust has XPSP2 and some security software from Zone Labs. Conflict++ Cust cannot browse.
We tried disabling both firewalls.
Me: "I'm sorry sir, but you will have to uninstall and re-install your Zone Labs software"
Disgruntled old man: "How do I do that?"
Me: "To uninstall it, go to Start > CP > Add/Remove Programs, but we don't recommend you do so until you have a copy of the installer..."
DOM: *cust interrupts* "Where do I get that from?"
Me: "Where did you download that software from?"
DOM: "The Zone Labs site"
Me: "Well that's the best place to get it from. www.zonelabs.com"
DOM: "How the hell am I meant to download it if I can't view any sites?"
Me: "You'll have to speak to a computer technician to get it done"
DOM: "So I have to fork out even more money to get this fixed?"
Me: "There's nothing else we can do here."
DOM: "Am I going to have to pay more money to get it again?"
Me: *presses mute and has a laugh to other TSR - You mean he actually paid for it?* "No, you should have a code that you used to install it with"
DOM goes silent.
DOM becomes more irate, and I am forced to transfer him to the other TSR, as this is my second day, and one of four irates I faced that night.
DOM had no success with the other TSR either. DOM eventually hung up.
It's a pity I don't remember his e-mail address, because then I could get the call notes.
----
The TSR I was buddying with that night took a DSL call (no connection at all), they were doing an isolation test, and then *bing* e-mail arrives. Outage in this user's entire city. Needless to say, this was the reason behind it.
We put him on mute, and groan. Half an hour into the freaking call.
He was very irate at this stage, and got even more irate. He asked for a refund. Now wait, it's been a few hours without DSL? What's that as a fraction of one month's DSL subscription? Not a bloody lot. We told him to speak to accounts in the morning.
----
What other irates have I had?
Oh yes, last night. Cust said he couldn't browse, I got him to put the DNS settings into the connectoid, then went to do browser maintenance. He forgot to mention that IE didn't open, and it hung. Thanks buddy.
"I have a copy of IE on this internet starter kit"
"Ok, which ISK is it?"
"I dunno, it's got *this and that*
Me: *lost*
"Ok, explore your CD drive and look for an IE directory, and a setup.exe file"
*cust attempts to install*
"Doesn't work"
*groan*
We suggested he get a copy of IE from a PC mag, or go to Mozilla even... If all else fails, go see a tech or MS.
Cust irate at this. I mean, come the fuck on. It's beyond our support scope already. We're only an ISP. If you have a problem with your browser, it's not to do with our Internet service.
We tried disabling both firewalls.
Me: "I'm sorry sir, but you will have to uninstall and re-install your Zone Labs software"
Disgruntled old man: "How do I do that?"
Me: "To uninstall it, go to Start > CP > Add/Remove Programs, but we don't recommend you do so until you have a copy of the installer..."
DOM: *cust interrupts* "Where do I get that from?"
Me: "Where did you download that software from?"
DOM: "The Zone Labs site"
Me: "Well that's the best place to get it from. www.zonelabs.com"
DOM: "How the hell am I meant to download it if I can't view any sites?"
Me: "You'll have to speak to a computer technician to get it done"
DOM: "So I have to fork out even more money to get this fixed?"
Me: "There's nothing else we can do here."
DOM: "Am I going to have to pay more money to get it again?"
Me: *presses mute and has a laugh to other TSR - You mean he actually paid for it?* "No, you should have a code that you used to install it with"
DOM goes silent.
DOM becomes more irate, and I am forced to transfer him to the other TSR, as this is my second day, and one of four irates I faced that night.
DOM had no success with the other TSR either. DOM eventually hung up.
It's a pity I don't remember his e-mail address, because then I could get the call notes.
----
The TSR I was buddying with that night took a DSL call (no connection at all), they were doing an isolation test, and then *bing* e-mail arrives. Outage in this user's entire city. Needless to say, this was the reason behind it.
We put him on mute, and groan. Half an hour into the freaking call.
He was very irate at this stage, and got even more irate. He asked for a refund. Now wait, it's been a few hours without DSL? What's that as a fraction of one month's DSL subscription? Not a bloody lot. We told him to speak to accounts in the morning.
----
What other irates have I had?
Oh yes, last night. Cust said he couldn't browse, I got him to put the DNS settings into the connectoid, then went to do browser maintenance. He forgot to mention that IE didn't open, and it hung. Thanks buddy.
"I have a copy of IE on this internet starter kit"
"Ok, which ISK is it?"
"I dunno, it's got *this and that*
Me: *lost*
"Ok, explore your CD drive and look for an IE directory, and a setup.exe file"
*cust attempts to install*
"Doesn't work"
*groan*
We suggested he get a copy of IE from a PC mag, or go to Mozilla even... If all else fails, go see a tech or MS.
Cust irate at this. I mean, come the fuck on. It's beyond our support scope already. We're only an ISP. If you have a problem with your browser, it's not to do with our Internet service.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
no subject
Date: 2004-09-22 08:44 am (UTC)Had the same thing happen to me about seven years ago, doing support at a dial-up. $16.95/mo for a dialup. DNS server crashed completely. Two techs on (me and one other). He answered phones, I fixed the server as fast as I could. I was half-listening to calls as I worked frantically (server logs had become bloated beyond belief and I was trying to save as much as I could)... one call ended with "...quite honestly, ma'am, I really doubt it." And he slammed down the phone.
Same deal. Less than an hour of downtime, and they wanted a reimbursement for the time without a connection.
no subject
Date: 2004-09-24 02:05 am (UTC)We have a 100% uptime gurantee. If your down an hour you get one day's fee deducted from your next bill.
Then again we work against companies and they pay for the connection.
Ain't no 16.95/month. ;-)
no subject
Date: 2004-09-22 08:53 am (UTC)But then that was Comcast. ;-) I think that's been the only time.
what would that have been, less than a dollar considering I was on their $20/mo special at the time
no subject
Date: 2004-09-22 07:46 pm (UTC)no subject
Date: 2004-09-23 11:10 am (UTC)As someone who has dealt with both Time Weiner and Comsuck, and is currently with Adelphuck, when it goes out for a minimum of a couple hours, the get called and asked when it'll be fixed. If it ain't fixed within 24, they get called and asked for a discount.
Usually they're so corporate they'll just give it to you. So far of the three, Adelphia has been the best, but that may have more to do with the fact that we're finally in a building with proper wiring and regular maintenence. ;)
It took me nearly a YEAR to get my name off of address where I had TW. They couldn't figure out how to disconnect that apartment, so they left it on and in my name.