Updates at home and work …
- At work, I didn’t hear back by COB yesterday as to what IBM was going to do for my dead notebook screen, so I followed up with a pointedly querying e-mail. Hey presto, I got a response, to wit, they didn’t have any A31s amongst their customers, so I couldn’t swap one out. But … he was going to put me in for a “mechanical replacement,” so that I’ll be getting (I believe) a … new laptop. Zowee!
- At home, the Comcast tech support folks showed up to work on the cable broadband drops. Told them all the stories, so that they knew that when the Mother Ship suggested swapping out the modem, the fact that we were on Modem #3 was already know. They reverified the outside wiring, determined that the modem was responding properly, and that the logs in the modem did indeed show the thing recycling over and over.
Alas, the home office system they wanted to use to correlate the modem outages with the local neighborhood was out. So all they could do was have the Mother Ship reset the DNS file on the machine, noting that could potentially cause problems. The lead tech, Tim, said he’d call in the morning to see if the problem recurred, and to do the next bit of diagnostics.
Got a call tonight form the Mother Ship, saying that they’d (finally?) run a neighborhood check and that there were, indeed, outages going on all over the neighborhood. They’re sending out a network tech tomorrow morning to monitor the stuff locally, and will get back to us …
And, of course, the system has been running just fine tonight …
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I had ludicrously bad customer service from Comcast several years ago when they were working with @HOME — similar to what you are describing, but also with disconnected customer service calls. Also, they finally promised to do a network check because it looked like I was assigned to a “flapping gateway” — only to call me back a week later and tell me they wanted me to reinstall Windows instead.
Does not sound like they’ve improved much.
Actually, I was fairly impressed by this last crew that came out — they didn’t waste a lot of time (SOP) on doing the same things the previous crew had done, and I got at least one follow-up phone call the next day. There was nothing technical (I was able to catch) that they were messing up, so I am guardedly optimistic.