Re: Don't use tech support!

Having done tech support before, I have a different perspective on what happened below. You are stuck on the fact that Gene F kept telling you to contact the local office and claim damaged equipment when it was really just a matter of what wire was plugged into where. You seemed to be stuck on the fact that Gene F couldn't understand the difference between damaged equipment and a disconnected network.

What I got from Gene F was that he was trying to help you by explaining the password, "Damaged Equipment", that you need to use to get support staff back out again. I think he understood perfectly what the issue REALLY was and he knew quite well that no equipment was damaged. He WAS, however, trying to STRONGLY hint at the procedure you must take to get a tech back out to fix the problem, regardless of what the problem actually was. He is not allowed to tell you something that goes against company policy i.e. "Tell the local office that it is damaged equipment, even though it isn't, and you'll get another tech guy out who will probably be nice enough to help you wire everything up the way you want." Instead, he kept repeating the instruction "Go to the local office and claim damaged equipment" with the hopes that you would figure it out yourself. You were too upset about the bad wiring, understandibly so, and about the perceived argument concerning semantics to realize what the tech was really trying to accomplish for you. That's my interpretation