Last night I went to the folks for a cup of tea and they happen to mention that their internet hadn’t worked for the last 24 hours, so being of a kindly persuasion I has a look at their computer. Which appears to be functioning fine. As does their router. I re-boots the router and the p.c. and still nothing.
So Ma phones Tiscali Tech Support, and spends a stupefyingly, ridiculous length of time navigating a selection of soul crushing menus before being put through to a real life human being. He then asks her all sorts of seemingly unrelated question (like her birthday and post code) to establish that she is in fact the paying customer and not some brownian-motion mad woman who happens to have phoned up tech support in a random attempt to get a complete strangers broadband working again.
It very quickly became apparent that Ma had no idea as to the answers that this tech support person was asking, so she passed him over to me. He asks me if the computer plugs into a modem or a router.
“It’s a wireless router.” I reply.
He then asks me if there is a cable connecting the router to the computer.
This causes me to pause for thought, and ponder the relevance of any answers I am likely to give him in the near future.
To avoid being sarcastic and rude to a complete stranger on the phone, through gritted teeth, I pointed out that “no there isn’t a cable between the router and the computer as in fact it is a wireless router….”
He seems completely non-plussed by this sudden and dramatic turn of events and charges on with his questions with reckless abandon. He asks me to establish what lights are on the router and what colour they are.
“There are 4 lights and there are all green.”
“Is there a power light on?”
“Yes”
“And is it green?”
“Yes all lights are green. If there was no power and therefore no power light, surely there would be no lights, green or otherwise?”
He ignores my pertinent question and blunders on. He asks me to switch the router off, then switch the p.c. off, then switch the p.c. back on, then switch the router on. He then asks me to confirm the green lights on the router, and try accessing the internet again. No change, still not working.
He then asks me to take the yellow cable and plug the cable from the router into the back of the computer.
“What yellow cable?”
“The one that came with the router?”
“I have no idea where that is?”
“We can’t proceed without the yellow cable.”
“Why not?”
“Because… we need to establish that the computer is talking to the router properly”
“It is talking to the router properly, because I can see the router on the p.c., I can see the wireless network from the p.c., I can see the code name of the network/router on the p.c. The p.c. can see the router!”
“Yes but there might be a fault with the wireless network and we need to establish that if it is a fault with your computer or the wireless network or the phone line?”
He then goes on to tell me that if it’s a fault with the computer we need to take it back to the vender. If it’s a fault with the wireless network then we will need to make alternative arrangements as Tiscali don’t support wireless networks. And to do this we need the yellow cable.
I was nearly flummoxed by this, not least because his English was appalling and Ma was waving a yellow cable in my face telling me she’d found it at the back of a draw. It then dawned on me what he had just said.
“What do you mean you don’t support wireless networks? You sold us the wireless router in the first place, not that many months ago, how can you provide the equipment and not provide any technical support afterwards? The main reason the folks went with Tiscali was the wireless ’service’ you were offering.”
There then followed a snowstorm of words that were utterly meaningless, unintelligible and unrelated. I swear he had just kicked a scrabble board in the air and was reading words that he could see scattered around him. This tirade of random words went on for quite some time. I have no idea what he said. This problem has raised it’s head before and once again I will state the obvious; in any business transaction both parties being able to clearly understand what each other are communicating is FUCKING essential for a successful outcome. I take my hat off to this guy he obviously speaks more languages than I do, I’ve just got the 1, at least he seems to have at least 1.5 maybe 1.6 languages.
Having clearly established that we are going nowhere with this person, I then go on further to waste my breath and several minutes of my life which I won’t get back, to point out that having been offered our wireless setup which they are now saying they don’t support, the router is something like 17 feet away from the computer and the 2.5 foot yellow cable is not going to reach. It’s going to require considerable re-wiring, moving of the tv and other such endeavors to even get close, not to mention the finding of a telephone extension cable which they don’t have. He then asks if we would like him to wait on the line whilst we plug the yellow cable in. I sigh, and die a little inside, this man is clearly fixated on the yellow cable and not listening to a bloody thing I am saying.
I thank him, say good bye and tell them we will call them back. Leaving the folks to ponder the acquisition or lending of a considerable telephone cable extension.
The next morning, I get an email from them, it’s all working again, no idea what the problem was, but somebody, somewhere fixed it.
I’ve never had any dealings with Tiscali before, and I’ve got to say that on a balanced, first impression point of view, their tech support was pointless, unintelligible and quite frankly utter bollocks. I wouldn’t trust them to find their arses with a map, both hands and the freaking light on. What a complete waste of time: Someone should sue the useless fucks for trades description or something because 1) they are providing wireless solutions which they are then refusing to support and 2) they have no concept of the meaning of the word support (be it customer or technical). In my humble, personal opinion.