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On Aug 28, 2004, at 5:01 PM, Jeremy Portzer wrote:
On Sat, 28 Aug 2004, Lance A. Brown wrote:
Jeremy West wrote:You know the only thing I despise about RR, is when I call tech support. They
give me the standard first question on which o/s I'm using. When I respond
linux, they say say that they don't support linux. Last time I called I was
calling because we had severe packet loss. I tried telling the guy I ddin't
want help with linux, and that I wanted someone to take a look at my packet
loss issue. All he wanted to do was have me reboot my computer, clear my
dns, etc. He wouldn't even help me because I was using linux. Drove me
nuts.
Any time I have to call RR for support I push through the first line support at the first hint of non-helpfulness from them because I'm running Linux. I never call them unless it's something not on my computer anyway so hassling with the first-line script droids isn't worth it.
I've never had an RR support technician really care about the operating
system. You just have to quickly explain your problem before they have a
chance to go into their script. If they ask, just deflect the question, I
often say something like, "Well actually, I'm not having a problem with my
computer or operating system, it's a problem with the cable modem." They
usually accept that.
I've never had to escalate to a higher-level; the first-line droids do have the authority to send a technician. They do make you reboot the modem a few times (which of course I'd already done), but that's no big deal.
Jeremy
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