When customer support's favorite tool is a hammer
By bnitz on Apr 19, 2007
A few years ago a friend told me that in her country, tooth cavities were almost always treated by pulling the tooth. Her country has now grown to become one of the most prosperous in the world and while healthcare is one of the government services which lagged during this boom, dentists now usually try to do whatever they can to save the tooth. Unfortunately the field of consumer computer service is still relatively medieval. Our broadband service often drops out during bad weather or (I suspect) high spring tides. When my wife lodged a service call, our provider told her to cycle power and press hard reset buttons on everything. When I came home, the Mac was inoperable, broadband was gone, the router which had been working flawlessly for several years, lost all of its DSL settings, WEP keys, NAT filters and passwords. The routers WiFi had been reset to its default open state and the ISP's call center was gone for the evening. They told her the problem must be in the they lease from Eircom (I could've told them that in 30 seconds, I'd run the diags and the problem was common to all computers on my router.) It took me a while to dig up the instructions for the router to find the default admin password, fsck the Mac, find the original DSL username, IP and password, enter new WEP keys but now I'm online. I'd be even more annoyed by their destructive analysis if I hadn't already tried two other popular Irish ISPs and found the level of chaos and surly customer service which is usually only found in monopolies and governments.