Example of why I would never want to be a TechSupport Op.

#1

Transcript from a Supprt Chat Session with Linksys I had recently.

Augusto P. (10363): Hi, my name is Augusto P. (10363). How may I help you?
Emanon: Hello.. I have a wrt54g version 1 with a power supply cable that is faulty and need to have replaced
Emanon: it is the 5v 2amp version
Augusto P. (10363): Okay.
Augusto P. (10363): Is the router still under warranty?
Emanon: yes
Emanon: by 1 month
Augusto P. (10363): All right. Do you still have the receipt?
Emanon: I will have to get it out of my filing cabinet, but yes I have it.
Augusto P. (10363): All right.
Emanon: I am assuming a photocopy will be acceptable? I should keep original for tax purposes
Augusto P. (10363): Yes.
Emanon: what do I need to do to initiate this process
Augusto P. (10363): I need to do some quick troubleshooting on the power supply first.
Augusto P. (10363): It's just standard procedure.
Emanon: Can I tell you what I have done? to save time? or do you need to follow your script?'
Augusto P. (10363): Sure, just tell me the steps you already did.
Emanon: I have two of these units which were working flawlessly for a while....one day when returning home, the main one was nonfunctional with very dimly lit power and diag LEDs. I reset the unit with the switch in the back and unplugging (hold switch 30 seconds) without any change
Emanon: I tried the power cord from the second unit on the 1st and it the unit powered up without problem. The power cord from the 1st would not boot up the second unit
Emanon: common denominator = power cord
Augusto P. (10363): Okay, got it.
Emanon: and it looks like from the reading I was just doing, the 5v 2a power supplies are prone to this kind of behavior due to some faulty capacitors
Augusto P. (10363): Okay. Let me just get a hold of my team lead so she can approve your RMA.
Emanon: thank you for your help
Augusto P. (10363): Thank you for waiting Emanon. My team lead has informed me that the warranty period for the power supply is different from the router. For the power supply, it's 6 months from the date of purchase.
Emanon: even though it is well documented that the capacitors in these power supplies ALL fail
Emanon: I guess it makes sense, if you know something is going to fail you just make the warrenty period shorter so you are not responsible for the burden of having to replace them
Augusto P. (10363): I do apologize for that.
Emanon: so, am I to understand then that there is nothing you can do for me? I did not see where the power supplies are available for sale on the LINKSYS.COM website
Emanon: and I have been having trouble locating another source for a compatible power supply.
Augusto P. (10363): I understand that you are upset. I wish I could do more, but I'm only a tech support rep.
Augusto P. (10363): However, you don't have to buy a Linksys power supply.
Emanon: I understand, I am not trying to get sh**y with you, but I am not gonna be hi-5in ya either
Augusto P. (10363): Any power supply will work as long as it's rated at 5v 2A.
Emanon: As, I am sure this situation has arose once ot twice in the past, do you have a source for 5v 2a power supplies? I have been unable to locate one.
Augusto P. (10363): You mean an online source? You can usually buy those at most hardware stores.
Emanon: I have been to 3 radio shacks in town and been googling my ass off this afternoon without anyluck....
Emanon: I can find 12v or 9v with 2-3a, or a 5v with 800ma
Augusto P. (10363): Okay, I understand.
Emanon: or i could just rip it apart and replace the capacitor, how good are you at soldering?
Emanon: heh
Augusto P. (10363): You may call our Customer Service department about this.
Augusto P. (10363): They may be able to get you another power supply.
Emanon: the last thing I want to have to do is go thru this explanation for a 3rd time and get told there is nothing they can do....
Augusto P. (10363): Have you been able to find a 5V adapter with a higher rating than 2A?
Emanon: I am logging this session and will post it on my blog and perhaps slashdot and see if I can effect a satisfactory resolution that way
Emanon: no 5v with >1000ma
Augusto P. (10363): Okay.
Emanon: do you mind telling me the name of the person you had to askfor the approval, which denied the request?
Emanon: No sense getting innocent people at a call center needlessly involved if we can avoid it
Augusto P. (10363): Yes. Actually, she was also just following protocol.
Emanon: I understand, but in order to effect a change, the chain of command needs to be traced back up to the top...
Emanon: Are you able to help me with that or no?
Augusto P. (10363): All right. My supervisor's name is Lovelia.
Emanon: If you want to check with the most senior level person on site, I can wait for the reply from that person....
Emanon: thank you, that is a pretty name...
Augusto P. (10363): Is there anything else I can do?
Emanon: Is there anyone we could escalate this situation with available right now?
Emanon: Lovelia's supervisor, or that person's supervisor.....etc
Augusto P. (10363): Well, that wouldn't be much help either.
Augusto P. (10363): The only option I can suggest is to contact the RMA department, or call the Linksys Irvine office directly.
Emanon: I thought this was a branch of the RMA department..... what would be the best way to contact them directly without having to repeat everything we have already covered?
Augusto P. (10363): You may give them the case number, which will be automatically sent to your e-mail when this session ends.
Emanon: And did you say you had a 3rd party source for the 5v 2a power supplies....this has the feeling it may drag on a while and I would like to get my equipment operational again
Augusto P. (10363): I don't have any information on 3rd party suppliers, sorry.
Emanon: Does Linksys.com sell them? I was unable to locate them on the site.....
Augusto P. (10363): No, the site only lists retailers and resellers.
Emanon: which is not very helpful either because the resellers do not have replacement parts either. They are more than willing to sell me a whole new unit though.
Emanon: maybe that is what I will do, I will buy a new one and return it the next day with the bad power cord in it.
Emanon: Thanks Augusto! You're a genius! Better tell Lovelia to keep her eye on you!
Augusto P. (10363): Okay. Again, I apologize for the inconvenience.
Emanon: Just a simple credit card transaction or two....and this way I don't even have to pay for shipping of the old one back to BFE
Emanon: everyone is a winner thanks to your brilliant criminal genius!
Emanon: thanks for your help
Augusto P. (10363): You're welcome. Is there anything else I can help you with?
Emanon: just say good-bye to Lovelia for me!
Augusto P. (10363): Okay, I will.
Emanon: Adios

#2

Lol....reminds me of the "flight to Chicago" scene in Tommyboy..

"Hi. I'm Earth. Have we met?"

"I don't think so.."

LOLOLOL

#3

"Emanon: just say good-bye to Lovelia for me! "

LMFAO..!!
Good to see you were trying to get the issue escalated(sp?) to his supervisor..
Seemed tricky just to get her damn name..

At least you're Customer Support encounter wasn't as bad as mine with Cisco..
Damn, that thing went on for about a week, 4 different states, two different countries (US and here)..

#4

Haha, I used to work tech support, I would have LOVED to have gotten a call like that...I need not mention some of the horror I faced on calls with fucking Gateway selling comps for $300.......