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Tech SupportPosted Thursday, January 31, 2008, at 8:33 AM
We currently use a satellite Internet connection, but the monthly connection fee and slowly degrading service has us looking into a wireless alternative. We think we may have found a good high speed service that will rival our satellite connection on a good day, and at a fraction of the price.
As most of you already know, I like to use email communications, and I've been swapping emails with our prospective service provider about their service and specifics of what to expect in our area. The folks I've been writing in Arapahoe have been nothing short of great providing the exact information I want.
Having a great experience with tech support probably isn't the norm for most folks, and I have to pass this true story along about our experience with QWest DSL in the Denver area and their tech support.
We ordered DSL as soon as it was available in our area, and an ActionTech (brand name) modem was provided as part of the DSL installation. Wow! DSL was great for a few hours, but the service just stopped working.
When we called for for tech suport service, we got John Wayne for a technician. Now this fellow wasn't at all like the John Wayne most of us think of in a big western hat and an easy conversational manner. Our John Wayne had a thick foreign accent, and when Margie queried him as to where he was located, his repsonse was India. We have since discovered that these foreign support centers assume American names to make conversations go smoothly.
Anyway...Margie finally starts getting frustrated talking to John Wayne as no progress in solving the problem is apparent, and makes the comment that the DSL modem is a "piece of crap". John Wayne replied with his thick accent "it is not crap...it is ActionTech!". To make a long story short, we never got our DSL working, ActionTech was a piece of crap, and we still like telling the story because we chuckle every time.
It is refreshing to work with a local technical support person that knows their stuff. Most tech companies are large corporations with centalized and even overseas support centers, and our experience as noted above has been less than outstanding.
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