I just talked to a rep on Time Warner RR...

[stonecold3169]

and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

 

[pulse8]

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

Because some guy is a rep for a company they are supposed to know what Mandrake Linux is?

 

[BatmanNate]

Earthlink's tech support supposedly has differenty reps for Unix, Windows, Mac, etc.

 

[Evadman]

hehe, that's funny.

They do not support linux though. you do know that right? Almost no one does.

 

[Led Zeppelin]

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

That's the point where you just hang up the phone and bang your head against the wall, because you obviously know more then he does.

 

[NewSc2]

Orange County's Time Warner customer service is top notch - nothing to complain about. Always fixed my problem (although sometimes it took a few days, but they credited my account for a month when this happened - twice to be exact)

 

[chrisjor]

I always tell them I am using Lindows........version 1.1.

 

[Phuz]

YOU HAVE NO IDEA!

A new agent just came out of training and was asking me what the ICW is.

 

[Zim Hosein]

Originally posted by: BatmanNate
Earthlink's tech support supposedly has differenty reps for Unix, Windows, Mac, etc.

That's pretty cool, do you get to speak w/ the right OS tech support person by choosing over an automated phone system, or once you reach a live tech support person does he/she transfer your call to the right OS support?

 

[Phuz]

Originally posted by: LedZeppelin

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

That's the point where you just hang up the phone and bang your head against the wall, because you obviously know more then he does.

There is nothing we could do for him anyway. Just recycle his modem and then... thats it.

 

[Freejack2]

You probably have to go to the Level 2 tech support people if you want real help. Many tech support people are basically some person doing nothing but pulling stuff up from a tech support database to answer your question. If they put the tech support database online, you could just skip those kinds of techs and solve it yourself.

 

[SuperSix]

Originally posted by: pulse8

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

Because some guy is a rep for a company they are supposed to know what Mandrake Linux is?

Yes, they should know, or at least know what it is, and be able to refer support to a particular specialist.

 

[pulse8]

Originally posted by: SuperSix

Originally posted by: pulse8

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

Because some guy is a rep for a company they are supposed to know what Mandrake Linux is?

Yes, they should know, or at least know what it is, and be able to refer support to a particular specialist.

Why? Is it absolutely necessary that they support linux? The original poster already said it wasn't a software problem.

 

[Phuz]

Originally posted by: Freejack2
You probably have to go to the Level 2 tech support people if you want real help. Many tech support people are basically some person doing nothing but pulling stuff up from a tech support database to answer your question. If they put the tech support database online, you could just skip those kinds of techs and solve it yourself.

Yeah, especially when you can't get online..

 

[Glitchny]

Originally posted by: pulse8

Originally posted by: SuperSix

Originally posted by: pulse8

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

Because some guy is a rep for a company they are supposed to know what Mandrake Linux is?

Yes, they should know, or at least know what it is, and be able to refer support to a particular specialist.

Why? Is it absolutely necessary that they support linux? The original poster already said it wasn't a software problem.

they should support the OS because it is actualyl widley used and many people prefer it, and even if they dont suport it they should at least know that there is a difference between anything ending with Linux and something like windows

 

[Deleted member 4644]

thats just sad

 

[bmacd]

kinda funny about the linux thing. My first month of having RR, it wouldn't work...we tried EVERYTHING, for weeks. Then i finally got it...but the modem would restart every couple of hours...and it was annoying as sh|t. About two months after that incident, my RR works pretty good. I guess the only other thing that's happened to me after that was that i was sharing Adobe Premier and MS Exchange Server on Kazaa and some third party (piracy?) company filed a complaint to the server admins about me pirating software. RR didn't say i couldn't use kazaa...just told me to NOT share those specific files. They're pretty cool in my book

-=bmacd=-

 

[Phuz]

they should support the OS because it is actualyl widley used and many people prefer it, and even if they dont suport it they should at least know that there is a difference between anything ending with Linux and something like windows

How can you support linux? There are too many different distros to walk a person through basic network troubleshooting.

Although, a NHD/Tier2 agent should be able to identity a linux operating system.... BUT.....

You have to understand.... Agents get two weeks of Training of then they're on the floor. Eventually, experience teaches them how to be good at their job... but otherwise, I know many people who work in Tier 2 and don't even own a computer. That doesn't mean they're bad agents, though.

 

[stonecold3169]

Originally posted by: Phuz

they should support the OS because it is actualyl widley used and many people prefer it, and even if they dont suport it they should at least know that there is a difference between anything ending with Linux and something like windows

How can you support linux? There are too many different distros to walk a person through basic network troubleshooting.

Although, a NHD/Tier2 agent should be able to identity a linux operating system.... BUT.....

You have to understand.... Agents get two weeks of Training of then they're on the floor. Eventually, experience teaches them how to be good at their job... but otherwise, I know many people who work in Tier 2 and don't even own a computer. That doesn't mean they're bad agents, though.

I have no problem having them not officially support linux... hell, if someone asked me about networking in, say, freeBSD I wouldn't have the foggiest how to help them... the difference? This is a technical support guy who should know how to at least support basic usage under windows... and he didn't even know that there was no windows edition called linux.

I also left out some other info he said because I was in a hurry... like, because I was using a router, every time computer A tried to access the net, it would browse through the cache of every other comp on the network... and my personal favorite, that I couldn't ping out because I was behind a router... nevermind that I COULD ping out (but with my connection probs I was having a literal 79% packet loss) and that the ping to the comps on the netwrok were 100% accurate... he kept insisting that the random pings going through the command line "ping -t www.yahoo.com" and coming back weren't actually coming back to me... my nic was just misinterpretting occasionally... wow... I guess all those webpages I've brought up the 2 years I've used this comp have been random and fake, I have the smartest computer in the world!

 

If that were to happen to me, I'd just lie. I'd say, "Yeah, I'm running XP." - and just give him any other info he needed such as IP address, DHCP settings, etc.

I don't trust many techs even with Windows - I would just give them the info they need and get them to roll a truck or look at the hardware from their end. That's the easiest thing to do.

 

[ReiAyanami]

Windows 3.1....

 

[Bignate603]

I've had great experiences with the techs for timewarner RR near Albany NY. They stayed on the line while I tried things they suggested, and solved the problems in about 15 minutes each time I hit one.

 

[ElFenix]

i was having some trouble. they flashed the modem and it went away.

 

[Nitemare]

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

So what did you tell him when you stopped laughing?

 

[LethalWolfe]

Originally posted by: Glitchny

Originally posted by: pulse8

Originally posted by: SuperSix

Originally posted by: pulse8

Originally posted by: stonecold3169
and when he asked me what version of windows I was running, I said "Actually, I'm running Mandrake Linux 9.0, I know it's a hardware problem, not software"
he replies back "Oh... is that the new version of windows?"

Wow... just... wow

Because some guy is a rep for a company they are supposed to know what Mandrake Linux is?

Yes, they should know, or at least know what it is, and be able to refer support to a particular specialist.

Why? Is it absolutely necessary that they support linux? The original poster already said it wasn't a software problem.

they should support the OS because it is actualyl widley used and many people prefer it, and even if they dont suport it they should at least know that there is a difference between anything ending with Linux and something like windows

How do you define widlely used, and why exactly should they (level 1 help) know about an unsupported OS? Level 1 is there to help the old lady who is using her mouse as a foot pedle and her CD-ROM as a drink tray. This is why the have various levels of support. If a lower level tech can't help you ask to be "moved up" don't bash the person 'cause they aren't as smart as you.


Lethal