RoadRunner Technical Support
04/28/06
RoadRunner Technical Support
OVERVIEW: Here's a perfect example of what $5.00/hr buys you for helpdesk technical support. This all started when RR fubar'd their forward DNS entries for all their cablemodems here in Columbus. This support chat log posted below is a must read for anyone in IT/IS
==BEGIN TRANSCRIPT==
Thank you for contacting Road Runner Technical Chat.
We hope that your session with Technical Support was helpful.
Below you will find the chat transcript that you requested. We
recommend you keep this for future reference. If you need to
contact us again, Chat and Email support is available 24 hours a
day, 7 days a week and can be accessed at http://help.rr.com.
Steven S: Thank you, and with whom am I speaking currently?
djordan: im djordan
Steven S: Thank you, what technical issue may we assist you with?
djordan: bash# nslookup dhcp024-208-139-148.insight.rr.com
djordan: *** dns2.completeweb.net can't find dhcp024-208-139-148.insight.rr.com: Non-existent host/domain
djordan: no FORWARD dns names.. thus i cant get into many SSL sites...this has been going on since Thursday that Im aware of.
djordan: the REVERSE DNS does work however
djordan: bash# nslookup 24.208.139.148
djordan: Name: dhcp024-208-139-148.insight.rr.com
Address: 24.208.139.148
Steven S: What is it you are trying to do?
djordan: many ssl sites like for my stock trader site require a valid forward and reverse dns name to access their sites for security reasons.
Steven S: Please explain further.
djordan: what else is there to explain? the forward DNS names for the entire network do not work.
I've called him out! I've absolutely stumped him. Its been about a minute or two and he hasnt replied yet. Im sure he's thumbing thru the Customer service response pamphlets or conferring with a higher up network admin as to my fate. Suddenly he responds with:
Steven S: Are you running the cable modem directly to the computer?
Ahh... Why didnt I think of that! Disgusted, I smugly reply..
djordan: that has nothing to do with this.. this is a dns issue on your end.
Yet another long pause, this time for about 45 seconds or so, then..
Steven S: Yes, but are you the computer directly to the computer?
Uh...wow. Are the response times in direct relation to the packets having to come all the way from India??! engrish please?
djordan: heh.. nevermind.. this is an issue for someone further up the line. Do you have a network support technician around? this is not a client-side issue
Steven S: We are asking you general questions in regards to your technical issue. If you wish you can call in further assistance at 877-386-7565.
djordan: heh.. ok
Steven S: Are there any other technical issues we may assist you with?
Steven S: If you have no further issues that we can assist you with, you may end the chat session by clicking on the Hang Up button.
djordan: disconnected
Steven S: disconnected
This tool would be well deserving of a good stab in the face.
Comments, Pingbacks:
Generally I'd cut right to the chase, I'd tell them to type in the URL (in this case I kept a folder FULL of them, from the last time this router or it's brother crapped out) and point them to the lastest file. Most of the time it worked, and I got escalated to someone who knew what a router was.
...then tech support got outsourced to India...
Permalink
04/28/06 @ 17:21 Even then they didn't fix it for nearly a month because it wasn't impacting my usage because I could still access the web. By that point, I was practically foaming at the mouth for UT.
Permalink
04/28/06 @ 20:31 The guys at that intro level are required to go through a few steps first, and if you've already gone above their knowledge and their heads, they don't want to pass on someone to a higher level tech without doing their own checks first. Nothing gets them in trouble quicker than passing on people to higher level techs only to have those higher level techs point out that their own lower level scripts would have fixed the problem.
At any rate, too bad low level techs typically wouldn't know what you're talking about and know to forward you up quickly to people on your level. If they knew what you were talking about, I doubt they'd be happy in that low level position. :)
Doh!
Permalink
04/29/06 @ 12:48 Leave a comment:
bman
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