Rant - Incompetent People - Rant
It seems like anything I try to accomplish anymore that involves relying on someone else is next to impossible. Latest case, our home alarm system. This is something I used to do for a living so I have a pretty state of the art home alarm system. Everything's covered, all the doors including the overhead garage door and attic door, all the windows, motion detectors, glass break detectors and smoke detectors. Only glitch popped up a few months ago when I went with a package deal with Cox for digital cable TV, internet and phone. I wasn't aware that there are communication issues monitoring alarm systems over cable phone lines. But there is one monitoring center that can monitor alarm systems over any "always on" internet connection via a phone-to-network adapter connected between the alarm panel and a router connected to the internet connection. OK, good. I got this all connected Sunday. I also had to use a wireless bridge on the phone adapter to get to my router wirelessly. OK, the router sees the wireless bridge and the phone-to-network adapter. Everything's talking. Except the panel isn't communicating alarms, etc. to the monitoring station. All the right lights are blinking and I can watch things communicating on the router. So what gives? I start checking programming on the alarm panel, addresses, ports and masks on the router, cables, power supplies, everything. I get to the point of thowing things and decide to give it a break for a while. I email the alarm monitoring station and they reply with a couple of suggestions. Last night I spend another couple of hours moving the router around to make sure I have the best possible signal, replacing cables, triple checking programming, etc.. I email the monitoring center again. The reply was that I must have a wrong cable (RJ31X instead of RJ11) connecting the alarm panel the the phone adapter. As I said I used to do this for a living. I know the difference. Just a few minutes ago I got an email from them. They mis-entered something when they activated my account. Everything works great now. My wife had to put up with two days of my being a raving lunitic when the problem was on their end all along.
Why do service people always assume that the problem is you and won't check anything on their end until all other possibilities are eliminated? Aaaaaaaaaaaaarrrrrrrrrrrrrrrgggggggggggggg!!!!!!!!!!!!!!!!!!!!!!
Simple. Most end-users are stupid, and most of the time the problem is on the user's end.
It is indeed irritating when you actually know what you're doing, though.
95% of support calls are PEBKAC errors. What sucks is when you are in that 5%, and you have a detailed description of the problem, and can't get to anyone for a resolution, or just get told to "run diags and call back."
If you are 100% sure you are right, don't hesitate to ask for a supervisor. Just make sure you are 100% sure, so you are not viewed as crying wolf.