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RR Tech Support Incompetence ...

2001-02-01 (updated: 2014-08-17) by

I recently moved from one Road Runner area (Rochester) to another (Binghamton). When I moved I didn't want to pay the $120 installation fee, so I managed to convince the Binghamton office to let me pick up the cable modem box and install it myself and they would only charge me a 24$ moving fee. I figured that was great I save almost a 100 bucks!

So I went home and took everything out of the box and there was no Ethernet cable. I figured no big deal I have a 12 footer that's better than the one they give anyway. So I made all the connections, plugged in the box and nothing. I looked at the box and no lights were on, not even the power light. I checked to see if it was plugged in, it was. I then whipped out my handy multi-meter and found there was no power on the cord. Since this was a special connector I didn't have one lying around, so I called the Roadrunner office and asked them to have a new one ready for me and I would be right over (There office was literally right across the street). When I told the person on the phone my dilemma I was transferred to tech support because she didn't know how to handle a roadrunner problem. I figure fine put me on the phone with tech support so I can get this over with.

After explaining my problem again, and telling the tech guy there is no power on the cord, he said "I have never had a bad box since I started here I doubt that's it". After 45 min on the phone the tech was stumped and he asked "Where is the box located in relation to the computer?" I said, "It's sitting right on top of the case." Then remembering I had used my own Ethernet cable I added "But I'm using a 12 foot Ethernet cable." He replied "That doesn't matter the box just needs to be within 6 feet of the computer...! "

I then realized that I had wasted my time with this guy and he knew nothing, so I just asked him to have a service guy stop by. I figured waiting a couple of days would be less torture than dealing with guy. He said okay he'll come on (35 days later). I flipped out and the tech said that was the first available time. So 35 days later (and after daily calls to the office trying to get a new box) the service guy showed up, looked at the box and said "Oh looks like you have a bad power cable. Happens all the time." He plugged in a new one and I was off and running. I though to myself someone should tell the tech's. But things have been great ever since.

  User Reviews/Comments:
by exbbandspprt666 - 2006-04-04 09:37
was it the support rep's fault? you people have to respect for the support rep' make calm people into violent people. He put up with crap all day and then you see it fit to scream profanity at the rep like its his fault your service doesnt work. I WOULDNT HELP YOU EITHER...........what an A#%%
by bluegoddess - 2006-05-16 12:53
Well it may not have been tech support's fault it was a bad power plug but UH....DUHH why in the world would it matter if the modem was 6 feet from the computer when it's WIRED??!!
We have respect for tech's when they KNOW WHAT THEY'RE TALKING ABOUT! And where does it say he screamed profanities to the tech? Sounds like you need an anger management class Mr. "EX"bbandspprt666.
Maybe that's why your user name is a former....
by kaotek - 2006-06-25 12:49
don't feed him bluegoddess, every post he's written has gone beyond what was written in the article... House has bad wiring, when the problem is on the telco's drop box, customer is screaming prof at tek-sup when it's stated nowhere in the article... just leave him to his delusions.
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