Don't use tech support!

I did RoadRunner's online tech support, and of course they feel no obligation to fix it. I could not make them understand that if the network WORKED BEFORE they came, DIDN'T WORK AFTER, then it was something THEY did. Here is a transcript of the discussion, the tech's name was "Gene F." He ended the session when he was done messing with it...

user undefinedundefined has entered room

analyst Gene F has entered room

Gene F> Thank you for choosing Road Runner Technical Chat. My name is Gene, could I have the first and last name, and the phone number with the area code of the account holder as well as the master email address please?

undefinedundefined> I'm the same one you just closed the room on. Sorry, I'm a slow typer

undefinedundefined> I'm Joe xxxxxx, account is under xxxxxx xxxxxxxxx. Phone xxx-xxx-xxxx. Don't know her master email address

Gene F> So, briefly, what did the installer do?

undefinedundefined> Well, we have 2 computers networked together via an ethernet switch. We
were aware that only one computer would be online, and we were OK with that. But, when the
installer showed up, he unplugged the ethernet cable on the computer we wanted online, and
plugged the cable modem in there. He got the internet running fine, but now we can't pull
files from the other computer because they are no longer networked. I asked him why he didn't use the USB port on the modem instead, and he said "we don't have USB drivers." I'm not dumb, I know a driver disc originally came with the modem, or better yet, can be downloaded.

undefinedundefined> But anyway, I asked why he didn't just plug the cable modem's ethernet into the switch. He said it wouldn't work that way. So, he left. Well, I plugged the modem into the switch, along with the two computers, and guess what? The modem DOES work with the computer for internet. However, now the computers will not see each other, and nothing I can find on either computer shows any sort of a conflict. This is a problem, because we keep Ebay pictures, personal files, and anything else on the other computer that we don't want connected to the net. Further, I already had a cable modem and told him this, because I didn't want to pay any extra for renting one or whatever. He said we had to use the one he provided. So, I went to the RR website and looked at the compatible modem list, and guess what? The one I have is listed. At any rate, I just want the home network to run again before the tech screwed it up.

Gene F> Road Runner only provides support for a single computer connected directly to the modem. In the event you want any other equipment connected to the modem you are responsible for setting that up yourself . If the tech in fact damaged the equipment in some way, you can contact the local office who controls the tech and they can look into it. In regards to owning your own cable modem, this is something you have to tell the local office about before the tech is sent out. If in fact you did inform the local office of this, you would have needed to give them the MAC address off the modem you desired to use so that it can be activated. Once you have done that, the new modem will work on the account, and the the local office should pick up the old modem.

undefinedundefined> I understand RR provides support for one computer- that's what we wanted. BUT, you don't show up and disable half of a customer's system in the name of getting that one computer going. There was a pre-existing network that we wanted ONE computer online with. Using the USB port on the modem would have done it. The network WORKED before the tech, so it should have worked the same afterwards.

undefinedundefined> Since the tech KILLED the pre-existing network, I feel it is RR's responsibility to get it back up. "I" didn't kill it. You wouldn't disconnect VCR's, DVD's and surround sound just to get cable TV going, right?

Gene F> One computer means, no networking equipment connected in any way to the modem, either directly or indirectly. In the event your equipment was damaged and no longer works correctly because of something the tech did (i.e. it appears you are claiming that the switch was in some way harmed by something the tech did ) then the local office will look at it, however you need to call the local cable office to get that done.

undefinedundefined> You're not understanding what I'm saying. Had the tech hooked the cable modem up to computer #1 via the USB port on the modem, NONE of the network equipment would have to be hooked to the modem. These two computers WORKED together sharing files BEFORE the tech was here, so they should STILL WORK afterwards. The ONLY reason the modem got plugged into the switch is because I am trying to get these computers talking to each other again. If it is a money issue, don't worry- We DON'T want computer #2 on the internet.

undefinedundefined> I'm not claiming damaged equipment. The switch obviously works- the cable modem is supplying internet to computer #1 through it.

Gene F> The issue is, unless the tech damaged the equipment in some way, their nothing we can do. The only supported configuration is one modem directly connected to the computer and no other pieces equipment, networking or otherwise in any way connected to the modem. That means, no network, whether you intend to use it for internet or not. Again, if you believe the tech something to damage the equipment in a way that would cause you problem you should contact the local office.

undefinedundefined> NO EQUIPMENT WAS DAMAGED! My network connection was. So what you are telling me is that you think it is OK to alter the way a person's computer was working before, all in the sake of getting your service running?

undefinedundefined> That would be the same as the oven delivery guy unplugging the microwave and toaster just because he supports only one cooking appliance.

Gene F> What I think is not important or relevant . What is important is what is and is not supported regardless of what may have happened. Note that the above claim by you is equivalent to saying the tech didn't cause the issue. If you believe the tech did cause the issue then the tech damaged your equipment in some way and you should contact your local office as I mentioned before. Otherwise, this is a configuration issue, that probably existed before. Please note, that if the delivery guy for the oven you an oven which was not be used at the same time that a microwave and toaster was connected (i.e. you aren't supposed to have the toaster

Gene F> and micorowave connected at all when he arrives) then you would leave the installer with the choice of either doing nothing but leaving the equipment or trying to set it up. Perhaps the tech made the wrong judgement call in this case, perhaps not I cannot comment on that. The only thing I can comment on is how to get the local office to repair the issue. The issue cannot be repaired via technical chat and the only ones that will do it are the local office.

undefinedundefined> Could you explain how you think it is a "configuration issue, that probably existed before" when the network WORKED before? Again, had the tech hooked the thing up via the USB port, ON YOUR MODEM, then the network would NEVER had been an issue. To be honest, I don't mean to get the guy in trouble, or put you in the spot where you feel you have to protect your own. All I'm saying is that something he did altered the way these two computers communicated with each other. The system worked before, so it is OBVIOUSLY something he did. I'm not asking you to "support" my network, I'm asking you to fix the issue he caused. If you HONESTLY feel that this is not your (RoadRunner's) problem, then you wouldn't mind me sharing a transcript of this communication with anyone, right?

Gene F> Please carefully re-read what I said. What you need to do and what you need to say to get it done are above, as I best as I can do without putting words in your mouth. To put this simply, if you going to insist that the tech did not damage your equipment in any form, this is the same as saying that is a configuration issue that existed before. The upshot of what I am trying to explain to you above is that (a) only the local office can help you with this issue (b) they will only help you if the tech damaged the equipment in some way (c) it is possible to claim the issue could have been caused by some form or damage caused by the tech . (d) if it's not the case, it will be put down as not caused by the tech by the person who decides if these is going to be done (it's not us that make that decision) as a configuration issue. Again, this above, perhaps not so directly worded, but what I am trying to get across above.

Gene F> Analyst has closed chat and left the room

Can you believe the gall of this dude? He's trying to say that if the equipment isn't damaged, then it was pre-existing and not their fault! And all I want to do is get these boxes sharing files again...