How not to operate a help desk
Let me first state that I am NOT one of those people that loves to complain about help desk support every time I encounter an IVR system or “Jack” in Bangalore, India but……today I had the opportunity (in the loosest definition of the word) to interactive with my local Comcast help desk. I should point out that my family is not thoughout engineering credentials. My home network consists of several computers, secure wireless access, print server and my own Linux firewall.
Of course, despite the fact that the Comcast modem is flashing all lights synchronously which the modem manufacture clearly states is a lack of communications protocol with the mothership, it is my problem and Comcast equipment (including their modem) it is a problem.
The helpful techinician suggested that I backup my Windows machine to previous edition. I guess he wouldn’t know what to do with a Linux machine. Neither would he have any explanation why it was a common problem to both systems, dah!
After a second call to the help desk (this is call help desk roulette, hoping to another person and maybe more intelligent) it was a quick…..Comcast network looks good and our home network looks good (ping works to the modem on both sides). It’s proably a bad modem!!!
I think I’ll go back to “Jack” in Bangalore maybe he’s a recent tech grad with some knowledge. At least he’ll have a good attitude.
Posted: October 25th, 2005 under General.