21 November 2008

Broadband on the run

Got the broadband back at last, not despite the best efforts of Kingston Communications. Their engineer turns up, doesn't fix the problem, comes back the next day (but only after we bollocked his supervisor - until then there was nobody free until Wednesday next week), sorts the problem again, but then says he can't help set up the new wireless broadband connection he has installed, because ...

a) ... he is disallowed from touching a customer's computer. I offer to do all the clicking and typing while he just speaks, so ...
b) ... he says we should ring the technical support desk of Kingston Communications who can help us better, and just in case we start pleading with him not to inflict half an hour of Greensleeves on us, he then adds...
c) ... he's got to go to another job. With that, he walks out without testing or checking the job he'd done. Our extension builders watch him leave, appalled at the lack of customer care.

So we follow b) only to be told that Kingston Communications do not 'recognise' Netgear stuff and ring off. They can install it into their lines but then not help us connect it up. Brilliant. Their own engineer told us to do this, remember.

With a sense of dread, we have no option but to try self-installation. This then hits a snag, so eventually I ring the national rate number on the Netgear booklet. Initially an English accent turns into an American one and finally the real person I get is in India.

Ten minutes later she has superbly taken me through the set-up procedure. Professional, charming, courteous and patient. This rotten phone and web company we have to use round these parts could learn so much.

1 comment:

LF Barfe said...

The telecom company and the ISP just have to get a phone line and a broadband service to the socket by the front door. After that, I've always found RTFM better, quicker and cheaper than relying on helpdesks. Glad to have you back in the land of the living. On the occasions when I've had to go without broadband, it's like a limb's been strapped up.