Author Topic: Technical Support Blues (Read 548 times)

Seagoon · « **on:** March 28, 2006, 02:33:50 PM »

Ok, I think I have a new candidate for the coveted worst technical and customer support EVAR award - our church's ISP.

I am currently on hold with their "technical support line" for the fourth time in two days. When I started the phone call, 22 minutes ago, the "estmated hold time" was 19 minutes 28 seconds, a minute later it jumped to 57 minutes 48 seconds. It has since increased and decreased by huge increments 3 different times. The line is continuously trying to get me to leave a message and be called back, but my experience has been that if I do, I will never receive a call back.

Actually the only way I've actually reached a living human being at the company is by going through the sales line and then asking the sales person to manually transfer me to a tech, none of whom have ever had answers. To date, they have failed even to manage to update the email address for account notifications, causing us to lose our domain registration twice in a row. This despite 4 requests to do so. Incidently time just chanced between 19 minutes and 55 minutes yet again. I think they have a time randomizer attached to the phone. I started the current quest for help when I accidently deleted the contents of my mailbox using Imail. All I want is a stupid tape restore done.

UNBELIEVABLE, now the automated voice has told me after almost 30 minutes of waiting that they are unable to take my call and have forwarded me to the leave a message for no one and we'll never ever get back to you voice mail.

The really funny thing is I'm paying for all this, I guess that makes me the real idiot.

- SEAGOON

indy007 · « **Reply #1 on:** March 28, 2006, 02:55:57 PM »

AWMac · « **Reply #2 on:** March 28, 2006, 03:18:25 PM »

Sounds like you have EarthLink.....

Mac

Westy · « **Reply #3 on:** March 28, 2006, 03:25:55 PM »

Bollocks I say with that scientific based tech-support hogwash, claptrap!

Say a novena to the Sacred Heart nine times each day, for nine days! At the end of 9 days you must fulfill your promise to publish your request in the local newspaper. Whereupon your request and favours will be granted!! NevAR known to fail!!!!

Seagoon · « **Reply #4 on:** March 28, 2006, 03:41:46 PM »

Hi Westy,

Quote

Originally posted by Westy
Bollocks I say with that scientific based tech-support hogwash, claptrap!

Say a novena to the Sacred Heart nine times each day, for nine days! At the end of 9 days you must fulfill your promise to publish your request in the local newspaper. Whereupon your request and favours will be granted!! NevAR known to fail!!!!

Thanks, I'll have to keep that in mind. I assume that in your neck of the woods you just erect a wicker man and going looking for a virgin sacrifice when the server fails?

- SEAGOON

Elfie · « **Reply #5 on:** March 28, 2006, 04:07:26 PM »

Seagoon I'd have to suggest changing ISP's. My family and I were Earthlink customers for about 5 years or so. When Earthlink outsourced their tech support I couldn't understand that Indian accent very well at all. Which essentially meant I couldnt commincate with the tech reps any longer which means essentially no more tech support.

So we changed to Comcast cable, those folks are very helpful and speak English as their primary language.

z0rch · « **Reply #6 on:** March 28, 2006, 04:28:36 PM »

Quote

So we changed to Comcast cable, those folks are very helpful and speak English as their primary language.

Yup. Comcast outsourced their call-center to Toronto. Ask them aboot anything.

Unfortunately, Comcast doesn't do the sort of webhosting he needs.

Debonair · « **Reply #7 on:** March 28, 2006, 04:29:51 PM »

When I was a tech support leet haxor, it was goats that everyone suggested sacrificing.
dont know if they were supposed to be virgins or not...

indy007 · « **Reply #8 on:** March 28, 2006, 05:09:36 PM »

Get hosted on a remote site? I've got a dedicated box in the ev1servers NOC. The facility is excellent, the tech support has never been outsourced, and my total 2 year downtime has been 7 minutes... which was my fault (crashed the box, and the reset tool). Didn't even go down during Hurricane Rita. Everything is available from simple web hosting solutions up to dedicated servers. It does cost me a bit more.. around $120/mo for my server, and it would be cheaper to host my own, however, the benefits & service have more than outweighed cost savings.

Elfie · « **Reply #9 on:** March 28, 2006, 05:14:09 PM »

Quote

Originally posted by z0rch
Yup. Comcast outsourced their call-center to Toronto. Ask them aboot anything.

Unfortunately, Comcast doesn't do the sort of webhosting he needs.

They speak English as their primary language in Canada last I heard, except for Quebec.

Not sure what his needs are, but Comcast filled ours nicely. Also wasnt trying to imply he needed to switch to Comcast, just showing that changing ISP's can make a difference

Westy · « **Reply #10 on:** March 29, 2006, 07:14:44 AM »

"in your neck of the woods you just..."

do what's been done since the 1600's which is to boil up a little eye of newt and a bit o'tail of the witch.

(the things one has to resort to when the closest volcano is way off in Iceland and one would have to travel even further to find a virgin!)

And yet while that doesn't always work often times a good ole slam of the hand on the top of the case and yelling "Cheesuz Cripes Awlmighty cawddamed peice of shiess!" fits the bill.

Seagoon · « **Reply #11 on:** March 29, 2006, 01:23:06 PM »

Hi All,

We just need a host for our website: http://WWW.PROVIDENCEPCA.COM, a few email addresses, and to keep our domain registered. We really are a low maintenance customer, and yet we are currently receiving next to no maintenance.

I agree its time to farm this out to some other provider (day 3 and I still haven't gotten a call-back from AIT - to even get a ticket opened I had to do the call the salespeople thing), any suggestions for a cheap but reliable host would be appreciated. Thanks