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A couple of days ago we received the new Modem/Router from AT&T and finally, Sunday evening, we had time to get into the easy, sure-fire, foolproof, can’t fail installation. You see where this is going, don’t you? Sure enough, we hit the dead end early in the process. Since the device is set up on The Husband’s computer and I am plugged into the network he was on the keyboard this round. Confidently, he clicked on “Run”, which the instructions explained would complete the installation process, then take us through the next few, simple, painless steps. Nope. After about four attempts, shutting off firewalls and tinkering with security, we gave up and called technical support.
I promise I don’t work for AT&T and don’t know anyone who does, but I am becoming a walking advertisement for these people. (By the way, I hope this doesn’t get the FTC on my case, because I am going to talk in a positive way about AT&T”s customer service.) Once again we negotiated the automated portion of the call and eventually got to a polite and attentive technician who walked the husband through the work-around. Sure enough it was simple (once there was a guide leading the way) and we are all set again with our Internet connection (including a device with a firewall). The Husband reset all his security controls and we are good to go—only until the next power failure, perhaps; but, next time we know how to solve the problem.
I promise I don’t work for AT&T and don’t know anyone who does, but I am becoming a walking advertisement for these people. (By the way, I hope this doesn’t get the FTC on my case, because I am going to talk in a positive way about AT&T”s customer service.) Once again we negotiated the automated portion of the call and eventually got to a polite and attentive technician who walked the husband through the work-around. Sure enough it was simple (once there was a guide leading the way) and we are all set again with our Internet connection (including a device with a firewall). The Husband reset all his security controls and we are good to go—only until the next power failure, perhaps; but, next time we know how to solve the problem.
If only life were always that simple. It's just taken me several days (with helpdesk support) to negotiate my way around a particular install problem. turned out to be a 5 minute fix when I'd tracked down the error. At least my computer is running again, I suppose.
ReplyDeleteTime for a UPS or surge protector?
Martin - I'm glad you solved your install problem. What a relief, right?
ReplyDeleteWe have had surge protectors all along, so I guess that didn't do the job here. Frankly, I'm not even positive that the power failures caused the most recent foul up of my Internet access. I am taking the word of the tech support person. Unlike you I would never discover any sort of error on my own.
Perhaps good technical/customer support is becoming more of a priority to some of these companies due to the economical recession and competition for customers that can still afford their services.
ReplyDeleteFrom my own recent experience, we're in the process of having a little landscaping done in our back yard and yesterday they accidentally cut our cable/Internet connection. I made a support call to Time Warner Cable with little hope of getting anything fixed until the next day but low and behold a TWC service technician was there within the hour and had the cable repaired in ten minutes. Will wonders ever cease?
Anita: Welcome back! Surf's up! :-) It's great to hear that there are still some companies that give good customer service!
ReplyDeleteEarl - I think you are on to something with your observations about the relationship between the economy and devotion to customer service. I am shocked and amazed by excellent customer service from Time Warner. However, in fairness, I always found that if I could get past the really nasty gatekeepers at that company, I usually got knowledgable and helpful people. It' great to hear they are taking care of customers.
ReplyDeletePaul - It's quite nice to leave behind the nagging frustrations of Internet access that was almost working. The difference I believe is competition. I agreee with Earl. Time Warner had a monopoly in LA and AT&T has competition up here. It works wonders to keep people on their toes. Let individual companies fight it out to win our business and we benefit.
ReplyDeleteCongratulations to your new Internet connection. It almost feels like the entire Internet got a boost now. ;-)
ReplyDeleteI must be careful to not laugh over your frustrations with it because I'm sure I will get my share when moving in November... :-)
Issues such as this can be particularly frustrating when you need to have the internet, and it always seems like you need the internet most when you don't have the connection. Glad it worked out.
ReplyDeleteOve - I think you have right to a good chuckle, since our struggles with the Inernet and technical equipment pale in comparison to what you are facing with your renovation. Only the truth is my husband would be much more comfortable tackling physical work than dealing with these machines that neither of us know very much about. If we were neighbors, he would happily help you with your job if only you would guide him through his job a the co-chairman of our sad little IT Department.
ReplyDeleteChris - Over the years, I have come to use the Internet for a long list of things. For a non-tech, ultra non-geek, I spend an inordinate amount of time on the WWW. And, you are right. When I don't have it, I am a bit lost.
ReplyDeleteLife without the internet and cell-phones? Unthinkable! Right? How did we every survive a day without those little text message coming through on the cell-phone saying "Just checked-in"...."flight on time, am onboard"... "just landed".... "will be out of the airport in a few minutes"....
ReplyDeleteI think we did just fine then, and now are [happy] slaves to technology. I remember a few years ago, when my parents refused to own a mobile phone, and they were to go on a journey to South India after visiting us for a week. I asked them where they were booked, what hotels, flights, dates..... the answer I got was 'Oh, we have no fixed plans. You'll hear from us now when we get back home in a few weeks'. In a few weeks! What if there was an emergency? What if this, what if that? I could not persuade my dad to get himself a cell phone. Sure enough, we did hear from them when they got back after their travels with a "We're back. Great holiday. House has a leaking roof. More later. Bye!"....
Anil - I loved reading your story. How true, how true. We are all so connection-happy these days. And, I certainly fall into that trap. I must admit, there were a few scrapes I survived, in years gone by, where a cell phone would have come in mighty handy. Still, I find your parents' delightfully old-fashioned ways, charming and refreshing. I remember well traveling many a mile in that same state of mind.
ReplyDelete