greenman: (predatory)
[personal profile] greenman
So, one of my clients has a business model netgear switch with 4 gigabit ports, two of which have failed. Netgear has a limited lifetime warranty on this particular model. So I called Netgear. I spent nearly an hour on hold, first talking to someone who confirmed that I was calling about a business model switch, then speaking to someone else who took the registration of the device, then put me into the technical support queue. And that's where the pain started.

After 20 minutes in the technical support queue, listening to (not bad) classical music, my line rang at the other end. Then, there was a click, and then silence. Then a few seconds later, another click... And the line went dead. At the time, I was calling from the client site. I spoke to my contact onsite, who ok'd me going back to my office to call them back. So back to my office I went.

Where I went through the phone tree, and got hung up on again, after 22 minutes and approximately 227 seconds.

Then I called back, figuring that they were having some issues, and I'd just have to try again. At which point, I was hung up on again... After about 22 minutes and 27 seconds.

As I write this, I've called back, and bullied my way through the home support division. They just put me into another queue. And someone just picked up and took my case number! And then, told me that they'd put me through to a technician. I fully expect to be hung up on again in about 22 minutes. But I've asked him to stay on the line with me, in case I get cut off again. However, it sounds like he's put me in the queue and disappeared again.

I'll see in about 21 minutes. I'm... A little pissed right now.

Date: 2008-02-11 07:42 pm (UTC)
From: [identity profile] echoweaver.livejournal.com
Gaaah. Apparently, Netgear are morons. I bet they're just thrilled with the throughput stats on the technical support queue.

Date: 2008-02-11 07:51 pm (UTC)
From: [identity profile] autographedcat.livejournal.com
Your Call Is Very Important To Us...
by Robert Wynne and Larissa March
Music: "Nessie Come Up" by Dr. J. Robinson
© 2006

The customer sits by his keyboard
He needs to reach tech support
His coffee goes cold
while he's waiting on hold
Three hours at the last report
The muzak plays soft in the background
As a voice he no longer believes
Says "Each call will be
Answered momentarily
In the order that it was received"

Thank you for holding on still,
For waiting for us so long,
For being polite and holding all night,
Your hope and your faith are so strong!
We thought that you might, we bet we were right,
We see that we weren't wrong!
Thank you for waiting so, waiting so, waiting so,
Thank you for waiting so long!


He daydreams of a working computer
As the music his thoughts intertwine
He starts to lose hope
He'll be able to cope
When a cheerful voice comes on the line
He tells her his problem in detail
And all of his details and specs
"Oh, sorry, sir you
Got into the wrong queue
I'll transfer you, hold just a sec..."

Thank you for holding on still,
For waiting for us so long,
For being polite and holding all night,
Your hope and your faith are so strong!
We thought that you might, we bet we were right,
We see that we weren't wrong!
Thank you for waiting so, waiting so, waiting so,
Thank you for waiting so long!



The morning sun shines through the window
As he slumps in his chair, fast asleep
The phone in his lap
He succumbed to a nap
And slowly the hours have creeped
A puzzled technician asks three times
"Hello, is there anyone there?"
Then she shrugs and moves on
As he wakes with a yawn
To hear that same tape loop declare...

Thank you for holding on still,
For waiting for us so long,
For being polite and holding all night,
Your hope and your faith are so strong!
We thought that you might, we bet we were right,
We see that we weren't wrong!
Thank you for waiting so, waiting so, waiting so,
Thank you for waiting so long!

Date: 2008-02-11 07:59 pm (UTC)
ext_2963: (Default)
From: [identity profile] alymid.livejournal.com
I had this problem not too long ago. I found that it was an incompatibility or something with our phone system. I called back on my cell phone and didn't have any problem.

Date: 2008-02-11 08:25 pm (UTC)
ext_51522: (Default)
From: [identity profile] greenmansgrove.livejournal.com
The first call was from my cell phone. The second two calls (where I was hung up on without ever speaking to anyone) where from the phone system in the office. So two different phone systems.

But I just got off the phone with tech support. That I got to through the corporate office, which I called after the third disconnection. The tech I spoke to was going to transfer me to another TS queue, and I stopped him and said "all I want is an RMA!" To which he responded "Oh, I can do that! We can either ship it to you next day for $49.95, or Ground for $19.95."
Me: "So, you can't waive the shipping fees, even though I just got hung up on three times, after waiting for 3-4 hours on hold?"
Tech: "Oh, I can't authorize that."
Me: "Then let me speak to someone who can."
Tech: "Sure, hold on". "I'm sorry, all my supervisors are out to lunch, but they can call you back in 20 minutes or so."
Me: "I don't think so. I'm not going to take the chance that I'm going to have to start this process all over again. I'll pay for the shipping, then take it up with your corporate office."

So, I got the switch shipped, and we'll see what happens with getting some kind of recompense for my client. Since I just spent 3-4 billable hours (about $450-600) on getting a warranty replacement for a $380 switch.

Date: 2008-02-11 08:27 pm (UTC)
ext_2963: (Default)
From: [identity profile] alymid.livejournal.com
*sigh* and bleah!

Date: 2008-02-11 08:35 pm (UTC)
From: [identity profile] mjwmeyer.livejournal.com
I sure hope you have a speakerphone at work!

Hugs!!!

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