Large companies really need to exercise care when hiring for customer care and help desk functions. I’ve had less than stellar help on two recent occasions – first from a major manufacturer of printers then most recently from the wireless division of a very large manufacturer of routers.
Four chat sessions, two telephone calls, and a large dose of agitation finally netted me a new install CD for the printer – the tech at the help desk was certain the original could not have been defective. By the way, the printer works great and I know my experience with a defective CD was in all probability an exception.
Yesterday, my wireless access point in the home office went belly up – finally got connected via the wired Ethernet option and was told that I’d have to get back to the vendor that supplied the wireless card – it must be defective. Gracious - we’ve two notebooks that have connected wirelessly for more than 2 years and all the sudden both go south? Funny, the notebook on my desktop here at the office works fine and you know what, it also works fine with the defective wireless card.
A little help on the phone with verifying the configuration would have been helpful but that didn’t happen. So, I’ve saved a copy of the user manual and I’m hoping that will help me get past whatever happened. By the way, when the wireless router works, it works great.