Tech support, and courtesy calls
Posted at 8:29 pm | Filed Under Rants
Okay, so I’ve been working for a while on setting up email addresses for a client, using their domain name. No problem, right? Sure. Getting the addresses set up was a breeze — two phone calls, and it’s done. I received confirmation that the accounts are set up, and I went about testing one of the accounts. No go. Password not recognized… user not recognized… this, that, and some other error message. Grr.
So I called tech support. Nice guys they are, and they offer 24/7 help. Great! But they can’t help. The tech fellas tried to help, saying that my setup was correct. Well, okay, if it’s correct then why can’t I use the account? Well, gee, they say. Perhaps I need to download a different email program. Huh? What? Shouldn’t this be sort of universal?
Okay, so I downloaded Eudora and plug in the settings I was given. No go. Grrr. Call up tech support again and give ‘em the news. Well, then it’s a question of whether I’m on DSL or dial-up, and whether or not their service is my ISP. Huh? I’m no wizard (after all, that’s why I’m having the client’s ISP set this up for me rather than hosting it all myself), but I don’t think the ISP or the modem really makes a difference. Grrr.
So after two more hours of this, I called up Uncle Wiggly, who was able to solve the problem for me in about fifteen minutes. (Thanks!) As it turns out, the field called “user” requires not just the user’s name, but the user’s entire email address.
Gee, I’m thinking. I should call up tech support and tell them the solution. Well, they called this afternoon to see that the issue was solved. But the character who called didn’t seem to care what the solution was; he seemed more interested in the fact that he could close out a trouble ticket. “Well, the important thing is that you’re up and running. If you need any more help, just give us a call. Thank you very much — goodbye!”
Interesting….
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