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

[pulse8]

Originally posted by: 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

Exactly. The guy was probably reading off of a screen and is there to help people who know as much about computers as he probably does. Just because he works as a tech does not mean he's required to know much about computers other than what's on his own screen.

 

[stonecold3169]

Originally posted by: pulse8

Originally posted by: 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

Exactly. The guy was probably reading off of a screen and is there to help people who know as much about computers as he probably does. Just because he works as a tech does not mean he's required to know much about computers other than what's on his own screen.

*shrug* I guess thats the way things are done... but when I think tech support, I think someone who knows something. If they kept the upper teir support where they could help you, that would be nice too. Eventually after he made me do a couple of 20 hop traces and he could see the missed signals across multiple servers, he agreed it was a hardware problem. He said at one point he needed to go to his supervisor to get the command to do the trace, I told him that I knew the command prompt command for it, and that if I would start it if he could connect me to his supervisor. He said that that isn't possible. Each transition up the ladder takes 1-2 buisness days, you must wait for them to call you back, and then you are assigned to an exact tech.

As an update, I got a call just a few minutes ago, from the nicest, most knowledged guy ever. He went through from his end where he could view the strength of the incoming outgoing signals, and it turned out that my incomming signal was significantly stronger (127% of what it should be), and that all of my pings to him were reaching him, they just weren't being received back. At this point he got upset as he said the guy should have checked this last night as part of the standard diagnostics when someone calls and reports specifically that there is a problem with the actual hardware cable modem itself. The guy was very curtious, talkative, and made the experiance not so ugly (except they have to come to me now). Overall, I guess they slightly redemed themselves.

 

[Phuz]

Originally posted by: stonecold3169

Originally posted by: pulse8

Originally posted by: 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

Exactly. The guy was probably reading off of a screen and is there to help people who know as much about computers as he probably does. Just because he works as a tech does not mean he's required to know much about computers other than what's on his own screen.

*shrug* I guess thats the way things are done... but when I think tech support, I think someone who knows something. If they kept the upper teir support where they could help you, that would be nice too. Eventually after he made me do a couple of 20 hop traces and he could see the missed signals across multiple servers, he agreed it was a hardware problem. He said at one point he needed to go to his supervisor to get the command to do the trace, I told him that I knew the command prompt command for it, and that if I would start it if he could connect me to his supervisor. He said that that isn't possible. Each transition up the ladder takes 1-2 buisness days, you must wait for them to call you back, and then you are assigned to an exact tech.

As an update, I got a call just a few minutes ago, from the nicest, most knowledged guy ever. He went through from his end where he could view the strength of the incoming outgoing signals, and it turned out that my incomming signal was significantly stronger (127% of what it should be), and that all of my pings to him were reaching him, they just weren't being received back. At this point he got upset as he said the guy should have checked this last night as part of the standard diagnostics when someone calls and reports specifically that there is a problem with the actual hardware cable modem itself. The guy was very curtious, talkative, and made the experiance not so ugly (except they have to come to me now). Overall, I guess they slightly redemed themselves.

Yeah that would be a tier 3 rep... they have docsis tools which makes them a lot more capable in identifying these types of problems. Not all tier 2 people or NHD people are bad techs. There are quite a few good techs. I find it hard to believe he even muttered the word supervisor on the phone, though. I'll almost deny someone a supervisor... a) there are none avaialable at this time or night... b) my supervisor is non technical and just takes care of payrol... etc..

As people have said, some of these people are just reading off the help-trees, but these guides ARE very extensive and thorough, it is just up to the tech to get a feel for what the issue is so he knows how to use his resources.