US Robotics isn't the company I thought it was.

[gibear2000]

Today while trying to upgrade my US robotics 56K ext Modem. I ran into a rather huge problem..While following THEIR instructions and using THEIR software and connecting to THEIR ftp using THEIR update wizard. I ended up with a dead modem..A bad flash to the firmware..

So I called tech support. After all, thats why I bought this expensive modem in the first place because I new if something went wrong they would back it up. right? WRONG!! Instead of sorry sir, sometimes we run into problems, we are not perfect,What can we do to help.. I Get well its not our fault its somewere between you and us.. A third PARTY! What,3Com and US Robotics use a third party to upgrade their hardware..Trusting! anyway he says to me we can RMA that modem but, it take around 3-4 weeks for us to process it, or get this. for $25.00 we can send a modem out to you and when it arrives you box up your old one and send it back postage paid.. this however will take 10 days to 2 weeks. this policy is just unacceptable in my opinion and I will not recommend this product again..

I ended screwing myself in the long run, He frustrated me so much on the phone that I ended up calling him a F$@king A$$hole and hung up. I wonder what he wrote in my file? I dont think I can call back up and get any type of support now..

BEWARE OF US ROBOTICS CONTROL CENTER!

 

[CTho9305]

try calling back anyway. you know AT&T gave me three different quotes for cable costs in three different calls?

 

[tristramshandy]

I'm sad to hear this: USR has always been a premium company in my books, but then I've never had to contact Tech Support. Screw-em, if that's the way they're treating you.

 

[jamarno]

You have a 5-year warranty if you never registered the product, a lifetime warranty if you did register within 60 or 90 days, so you're entitled to a free fix unless USR files for bankruptcy. Call them on their toll-free sales line if you have to, and tell them that tech support is incompetent. This is what I had to do to upgrade to V.90, although that was back when USR was still part of 3Com (I don't know if they still are; sale was announced a few months ago).

You could always file a written grievance with your credit card company and claim that you had no way of knowing that there would be no warranty. Do it the right way, and they have to help you.

 

[mpancha]

if you just got the modem, take it back to the store, or have the online dealer replace it for you. No use sweating it.

I always recommend USR to my friends.. but hardware modem only.. .and works like a charm. Of course, they never call tech support they call me, so dont really konw how their tech support office is.

I can however tell you that, I work for tech support for an ISP, and the second someone acts pissy at me, that's it, me attempting to help you goes from trying really hard, to not giving a flying fukc... so, cussing out the tech wasn't a good idea. Its probably on your file.

What you should have done, and should do in the future, if the first guy you speak to doesn't help you, ask for a Level 2 tech. don't ask for a Level 2 tech first, cuz that's me, and if you haven't spokedn to the first tech... that doesn't really make me think highly of you. All in all, do unto others.

Oh yeah, and asking for a supervisor right away.. it works this way. YOu ask, then we put you on hold while we write out emails to our buds, and surf the net, and then about 5, 10 minutes later, mention it to the supervisor, plus if you asked really rudely for a supervisor, I might add that in, and the supervisor will repeat what I just did.

Just a heads up for any future tech support calls you may make in the future.