This weekend I got a call from D-Link. Man was I surprised! I didn’t think they would call me back. Oscar Navaro is the guy who called me. No, this is not the same Oscar that I posted about earlier. I talked to Mr. Navaro about what happened and he was not so happy about how his techs were treating customer. I did get an apology, that was very nice of him. It would have been great to have received an apology from the other techs, but I will take what I get. D-Link is now on my good side.
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I called D-Link’s tech support today. I didn’t feel right not letting them know what I did to fix my DIR-655 issue. So I called them back, this is their top level tech support, and Oscar answered. This is the Oscar that promised me that if we lost our phone connection that he would call me back. I even gave him my cell phone number. I even asked him to repeat back my numbers. So I asked if he remembered me and of course he did. I explained everything that was going on and that I fixed the issue with the DIR-655. I told him that I didn’t feel right not letting them know, however, it would be nice to get an apology from him for not following through with me. Well, he didn’t. There was no way he was going to tell me that he was sorry. I don’t know about you, but if I were wanting to keep my customer, I don’t care what happened, I would tell the customer that I was sorry. I want your business. Oscar didn’t want to do that. I asked where I could file a complaint, I was upset at this point and Oscar told me that I had to call customer service. He also wanted to know what I did to fix the issue with my DIR-655, I didn’t tell him. At this point, I changed my mind, I didn’t feel right telling him.
So I called up D-Link’s customer service and I got Letty on the phone. Letty was AWESOME! He listened to me and talked with me about my issue. I wasn’t even going to call and complain but Oscar changed my mind on that. I told Letty that I have spent thousands of dollar over the years with D-Link, and the one time that I needed D-Link, I get really poor customer service. I don’t even get an apology, no we are sorry Joe, nothing. I even pointed Letty to my blog and she went to it to read my previous post about this issue. She made a comment on how “young” I looked. Thank you Letty! Well, we will see what happens and if I get a call from Oscar at D-Link and get an apology. That is all I want. I don’t want anything else from them. I don’t know…we shall see. I don’t think I’m going to hold my breath on this one.
The Kids and the Internet “Update”
Published on May 28, 2009 in Joe, Kids, Mac and Stuff. 0 Comments Tags: D-Link, Joe Barnes, suprajoe.
I finally got my router fixed and D-Link’s SecureSpot software is now on my DIR-655 wireless N router. I have to say that this is a really cool utility. I have it setup so that both kid’s computers are setup on the Parental Controls. Melanie, Mom, and my computers are not setup on Parental Controls. So lets say that I am on Brit’s laptop and she wants to see my profile on Face Book, the Parental Controls will automatically forbid her, but I can supply my admin password and it will let that session go through. Once it is closed then it will block it again. It also has Parental Reporting so it will email me a report of the kids browsing history. Also, another cool feature is lets say that one of the kids friends comes over and they bring their laptop, when they open their web browser, it automatically goes to the “registration” page and they click on the “Guest” account. Once that is done then they also are under the Parental Controls so I don’t have to worry. Really really cool stuff!
My opinion about D-Link’s SecureSpot…A++. I am glad I spent the $30 a year fee to get this. Setting it up, depending on how many devices you have, will take a bit, but once it is done then you are all setup and secure.
I called D-Link Tech Support back again at noon yesterday. The tech that answered the phone said his name was Oscar, now Oscar was very nice and he seemed like he knew what he was doing. We used a program so he could connect to my Mac Pro and use my web browser so he could see with his own eyes what the issue was. After he saw the issue he told me that this definitely should not be happening. He was going to get my DIR-655 RMAed and send out another router to me. I thought that was very nice of him. So he finished all the paper work and transferred me to the RMA department…this is where things went really bad. The RMA people didn’t want to RMA my router. They actually didn’t believe the issue that I was having. Even after reading all the notes, it seemed like that didn’t believe me. Not only did I have to explain to about 10 tech support people, now I am explaining myself to the RMA people on what my issue is with my router. What’s up with that? Finally the lady transferred me to her boss, his name is Mike Joe, after arguing with him about the issue with the router…they are wanting to say that my router had an issue before I uploaded the new firmware, anyways, he finally told me that he would call up Oscar and ask him what was going on. I had to email Mike Joe my receipt for the router for the RMA to even go through.
So, I start to look for the receipt and wouldn’t you know it, I couldn’t find it. I bought this router around 2 years ago so who knows where that receipt went. Very frustrating. So I got on NewEgg and was going to buy a new DIR-655, they are only around $90. Before I actually bought it I thought I would go back into my router and try one more time. I went and reset a specific part of the router and guess what??? I got it to WORK!!! Here I was on the phone with D-Link Tech Support, their “top level” tech support, and I figured out how to fix my issue when they couldn’t. I tested everything out and my network is now back up and running great! But it didn’t stop there, I decided to call the “top level” tech support again and I told them that I figured out the fix for the issue I was having. Of course they were excited and wanted to know what and how I fixed it. I told them that because of the aweful support that I got from them, if they wanted to know how to fix it, I wanted a Manager to call me and apologize, until then, I lips are closed. I have yet to be contacted by a D-Link manager. Oh well. Good luck to them on figuring out the fix!!!
I just got off the phone with D-Link’s Tech Support because I was told to call them at 8:00am pacific time to talk to a Product Manager…guess what? The Product Managers don’t get in until 10:00 pacific time. ARGGHHHH!!!!!
So, I posted yesterday about getting Parental Controls on my home network so I can control what my kids can see/do on the Internet and here is an update. I have a D-Link DIR-655 wireless N router. I was on D-Link’s website yesterday and it said that I could upgrade the firmware on my router with the newest firmware version, 1.31 and this would add the SecureSpot to my router, I had firmware version 1.21. This way I didn’t have to buy another hardware box and add it to my network. Instead of just downloading and installing this, I decided to call D-Link and ask some questions. All my questions were answered and I was told exactly what I needed to do to upgrade my firmware to 1.31. At around 2:30 or so yesterday I did this. Here were the steps that I was told to take and these are the steps that I did:
1. Save current configuration.
2. Reset router to factory default.
3. Upload new firmware to router.
4. After router re-boots, upload saved configuration file.
So I did this, and step 4 didn’t go so good. It told me the configuration file was the wrong type of file. I thought to myself, no problem, I will just configure this manually…it is not that hard. The Internet part was done automatically because of default settings. I went to setup my wireless network, I have 7 wireless devices at home, and this is where I hit a wall. It doesn’t matter what change I make, but I get this message “cannot use a multicast MAC address in WDS.” What? So I call D-Link tech support, this is around 3:00. Got a tech support rep on the phone and we go through some changes and nothing works. Make more changes and somehow we get disconnected. So I call back and get someone new on the phone. Once again, we make changes, the same ones, and of course the call gets dropped. I call back and get someone new on the phone again. I explain to the all the things we have done, so they make me do it AGAIN!!! After this person is convinced that they cannot help me, they send me to the Tier 3 level. I get a guy named Simon on the phone, and he once me to make the same changes as the Tier 1 level. I asked him that if our call gets dropped if he would call me back. He says of course he will. Guess what? Our call gets dropped. Do I hear back from Simon, NO. I call tech support again, get the Tier 1 support, explain every thing that is going on and finally the transfer me to Tier 3, I’m on hold for 30 minutes before someone picks up. I finally get a tech, Sarah, and she, of course, wants me to make the same changes that I have done with the other techs. After all the changes, she says there is nothing more she can do that I need to talk to a Product Manager, however, they have all gone home. I asked Sarah what time the go home, oh…it is 7:11, 5:11 their time. She says they go home at 5:00. Man was I a little upset. Oh, and get this, she tells me that I will have to call them back tomorrow, between 8:00am and 5:00pm their time. I told her to hold on, I had to call them back, how about you call me back??? Anyways, I am waiting for it to be 10:00 here, that would be 8:00 their time, so I can call them back. This is very frustrating!!! I’ll post an update after my encounters with them today.
Dear Zappos,
Please call D-Link and give them some great tips on how outstanding customer service should be.
Thanks,
Your Friend, Joe
When I go and teach my computer classes, during my introduction I tell my students that I am married and have two kids. Britney is 8 going on 15 and Aaron is 7. Both of my kids have computers. Britney has a Dell laptop with Windows XP (yuck), and Aaron has an old Shuttle with Mandriva Linux. They both like going on the Internet to the kids sites that Melanie and I have approved for them to go to, but I know there will come a day that I will have to “lock down” the Internet so they cannot go to the crummy sites that are out there.
I just got back from teaching a class and wouldn’t you know it, that time has come. Britney came to me the other day and showed me a website that one of her friends showed her, this was definitely not a site that I want her going to. So I am now looking at Parental Controls for my home network. I have a Dlink DIR-655 wireless router and Dlink has come out with a new firmware upgrade for it that has their SecureSpot software. This come with Parental Controls and all sorts of cool stuff. I am going to try it out and see how I like it. I’ll post up my thoughts after I have had a chance to play with it and all.
Zappos is AWESOME! I don’t know what more I can say about their customer service. I just wish all companies had customer service like them. I’m think I am going to have to start praying for that. Every time I have called them to place an order or get a different shoe size, I am happier by the time I hang the phone up then when I first dialed the number! For example, today I called Zappos because my Sanuk sandals I bought had some issues, by the way I think Sanuk sandals are the foshizzles. I talked with Michelle and she told me they would take care of me and told me what I needed to do. We talked for about 10 minutes, just about stuff. I gave her my blog address and she went and saw who I was, and Melanie. I didn’t feel like I was talking to a “customer service rep”, it was a nice conversation. So I hung up with Michelle and looked for a different sandal. Called Zappos back and got Amanda. Again, just amazing! They don’t make me feel like a customer, they make me feel like a friend.
Michelle and Amanda…if you are reading this…you girls ROCK!!! Tony Hsieh, if you are reading this, you need to go to these girls and pat them on the back and tell them job well done, and YOU TWO ROCK!!!
So I have been saving my money up for a netbook. People that know me, know that I am a big time Apple fan. However, I wanted a small, ultra-portable laptop so I bought an Asus 1000HE netbook. This thing is really cool! However, a BIG however, it is not an Apple. I cannot stand Windows. So, I gave it to Melanie and took back the MacBook Pro. I’m going to try and sell it and get a White Mac Book. I LOVE MY MACS!!!
Training Camp on CNN
Published on April 18, 2009 in Joe. 0 Comments Tags: Chris Porter, CNN, Joe Barnes, suprajoe, The Training Camp, Training Camp.
The company I work for is called Training Camp, and our CEO, Chris Porter, was on CNN the other day. How exciting!!!
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