So, I started off with my Find the Good Friday Post. I did that for a reason. I am still working on computer issues. Day 4.
Let me tell you one thing, one upon a time, not so long ago, I had the patience of Job when dealing with computers coupled with the tenacity it took to stand up to the challenge. Now, the patience is long gone, stress level and anxiety way up, but the stinking tenacity is still there. Not a good combination! For me or for the ISP that is the root of all
evil computer issues this week.
We received a letter from our ISP stating that our cable modem qualified for a free upgrade, this upgrade would allow for faster connection speeds. Great when you watch television and videos like we do over the internet. When I called in to have ours shipped, I explained how our network was set up through our own router, that we did not need the wireless modem/gateway, just the modem. When it arrived it was wireless.
We tried hooking everything up to it, but no deal. Our printer would not work. URGH! I called back spoke to them and explained again. “Sure no problem, we will send you one that is not wireless. And remember we are open 24/7 as a part of our customer satisfaction guarantee.” Yada yada yada…
During this time we could still print from our desktop. Whew hoo! When the new modem arrives, my husband sets it up. I come home, call, and have it activated. Guess what? The wireless blue light special is shining. Yep, they had not de-activated the wireless on it. Something with this modem played games with our network. Now the printer no longer works with the desktop. Oh joy! This is not helping my level of frustration one bit.
I call and talk to several reps who keep trying to send me to
Comcast oops, I mean my ISPs Signature Support. Do you know what Signature Support is? It is a fee based support. Fee based support for their equipment. Yeah, you rent this modem from them, the day you receive, if you have problems they want to send you to a fee based support. Sounds like a way to have “100% Customer Satisfaction Guarantee” to me. I just received it, and they want to charge me to fix their equipment. I just cannot get over it. Can we say, ummm, NO!
After several hours and several representatives later, I finally spoke to one that had a brain larger than Amoeba. She was actually smart and was not reading from a script. She listened to me, and did not hear printer, and assume that I was calling in for a printer. She turned off the wireless, everything was working great. UNTIL she transferred me to the rep that was supposed to activate the telephone part of the modem. When she did, whatever she did, killed the modem and my phone. When I say killed, I mean killed. No pulse. None CPR can be done. Stick a fork in them. I bit later, I talked to another CSR, hoping she would correct the problem. She however, did not know what she was doing. She answered the phone laughing. She was completely unprofessional, and the call center she was in, the supervisor needed to teach them some professionalism. One of her colleagues was yelling at a customer very rudely in the background. I made a comment about that not being professional and that I could hear the customer being yelled at. I ran a call center. I do not care what the customer says, you escalate the call, you do not yell at the customer. She took up for her colleague. “She has been on the phone with this customer for 30 minutes.” I said, “I have been dealing with Comcast since 4:00, she needs to think what the customer might be feeling.” This is about 8 hours of dealing with some sort of Comcast rep. I have no phone, no internet, no printer, no PC (I’ll explain the PC below). AND I AM LIVID!!!! The Hulk as nothing on this south Georgia girl who at this point has forgotten to take her medicine because she is dealing with ignorant people and computer stuff. I just crawl in bed, cry and pretend to sleep. Exhausted. This was Wednesday at 11:45 pm.
Thursday morning at 6:15 a.m., after thinking about a possible solution a good portion of the night, to at the very least give us internet and phone. I crawl out of bed with my back and head killing me. Call the number that I was told the call for support last night, the one I had called all day yesterday. The number said to call back during business hours!!! What the heck? Hmmmm…Customer Service guarantee…24/7…so what are their business hours? Confusing. I tried a number I had saved in my Iphone. (Yeah, did I mention that all of this time on the phone was on my Iphone no, I do not have unlimited minutes. I will talk about this later too.) So, where was I, oh yeah, 6:15 am Thursday. Finally connected to the other competent employee of
Comcast the company, I told her my idea of switching back to the other wireless modem, since we did not have connection via the one the other rep blew up. Let’s just activate the other modem, and keep it as a wireless… We will deal with the printer and the desktop. Both my husband and I are computer smart, we’ll figure it out. We can figure things out on a computer, if it is to be figured out. She agreed it might work if they had not turned something off somewhere they should not have been. It did! YAY!! We have internet. Check. I still need to get to another department to connect to the phone. Oh NO! I’m worried.
I tried calling. “Please call back during business hours.” URGH!!
I waited a while and called back, she set it up. When she made a test call I heard the same squeal from last night. This is when I realized that when they did whatever they did Wednesday night, they blew up my phone, I do not know what they did. I had made a call on it before the fiasco, now it just squealed. I loved that phone too. It was an old desk phone. Oh well, when I unplugged it, and had her make a test call again using another phone, it worked. YAY!
COMCAST This ISP should pay me to troubleshoot their CSR incompetencies AKA screw-ups. We now have internet and phone. Check. Check.
The desktop makes me nervous. When trying to resolve the issues with the printer, I uninstalled and planned on doing a fresh install. Windows was not having any of that. Kept saying that my HP Officejet 8500 a909a was did not have a valid windows logo and that it is missing two dll files. One is hpwwiax5.dll, I did not write down the other. Okay, we have had this printer installed, and this printer printing until this disaster began. I know oftentimes things like the windows logo blurb can be caused by a Windows Security Update. I uninstalled the ones since January. This is when the computer decided that it would forget everything. Video, Audio, Chipset…If I did not have grays or heartburn before, not to mention anxiety and stress, before, I did now. I could not find our installation CD. No restore point has been set. Finally after a few tears, prayers, and yelling, I found a CD with my husband’s handwriting. “HP A6600 F XP Drivers” Off I went installing the drivers. Computer 0 Hope 1…Now we have Internet, Phone, and Desktop back. Check. Check. Check.
I am re installing the windows updates also. My hope is after this install, I will be able to install the printer. Crossing my fingers.
So what of COMCAST? I called about the two days I was without service and had to use my cell phone to deal with them, being on hold for probably two – three hours of it. Being sent to Signature Support multiple times for their equipment. What did they do? Gave me $5 credit for the days without service. A manager is supposed to call me back in an hour. We’ll see if the do. What will Comcast get from me? An angry customer that blogs about it, and then as soon as her contract is up will leave them. Told the last person I talked to exactly that.
Also, the second competent rep I spoke to let me in on a little secret. These new upgrades with Wireless. Comcast does not support Wireless, even though it is their equipment they will send you to Signature Support. So basically it is a money-making gimmick for Comcast. Just consider yourself warned.
FINALLY, after researching and pulling my hair out, and yelling more. Trial and error, trial and error, error and trial…SUCCESS!!! I will be writing on the HP support board how to install around the nasty “Logo Testing Error” and how to correct the hpww1ax5.dll error, funny after correcting those two errors, the other error went away. If anyone has those errors, please ask and I will let you know. No one on the boards knew how to help me, no, not the “HP experts.” I do not want to completely bore the readers with technical information that means absolutely nothing to them. So here is the final score Internet, Phone, Desktop, and Printer BIG GOOSE EGG, Hope, you did it!! (My husband knows exactly what this means to me, as I collapsed in tears last night feeling like a complete failure because the Printer defeated me. It feels so good to have something go right and to recognize something going right. It has been so long.)
Disclaimer: I said there are only two competent people who work there. I have only spoken to two. There maybe others they have in reserve. I will add also though, it was 4 hours ago that I was promised a phone call in an hour, and well, CRICKETS!
- Comcast improving customer service by eliminating it (bizjournals.com)