Paraphrasing experiences with a certain wireless vendor: <me> We're having problem xyz <support> No you're not <me> Here's are logs indicating the issue occurring at these various times <support> Nobody else has that problem <me> Ok. But I do. How do we fix it? <support> *shrug* I guess we'll RMA it <me later> we installed the replacement and still have the same problem <support> *shrug* I guess we'll RMA it <me later> we installed the replacement and still have the exact same problem <support> Dunno, must be your fault somehow <me later> *publicly shames them on the Internet* <support> We'll get a software developer to look into that issue <vendor's software developer> *Gets packet capture of the event, finds a bug and patches it. * <me> yay <executive from the vendor> Calls my boss to complain that I publicly shamed them <me> You suck and I have no regrets
Same vendor: <us> This particular base station has a specific issue with one port. <them> ok we'll RMA it. <us> *receives replacement, adds the new unit to our inventory system* <us some months later> A base station died randomly today <them> ok we'll RMA it. <us> *receives replacement, adds the unit to our inventory system, except it's already in our inventory because it's the exact same unit we sent back a few months ago. So we test it and find that it still has the exact same problem we sent it back for* <us> opens another ticket <them> ok we'll RMA it We RMA'd 40% of those base stations over 5 years. That's not counting the ones that they replaced due to a design flaw in the early hardware revs....counting those it was closer to 80%. Never again. -----Original Message----- From: AF <af-boun...@af.afmug.com> On Behalf Of Nate Burke Sent: Thursday, February 16, 2023 9:16 AM To: Animal Farm <af@af.afmug.com> Subject: [AFMUG] Tech Support be like... <Submit Ticket> Your Ticket is very Important to us, we'll get right on that <3 days later> Can you describe in different words everything that you said in the original ticket. <Every Hour you don't respond to their reply> We haven't heard back from you, so everything must be working now, we can close your ticket? -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list AF@af.afmug.com http://af.afmug.com/mailman/listinfo/af_af.afmug.com
