Axxess Diagnostic Masters! - NOT

S

snugam

Well-Known Member
Joined
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Location
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<rant>

I logged a problem ticket with Axxess -

<quote>
What on earth is going on; Axxess has been offline more than online this past week; I am able to connect using my Telkom Int. Account, but the Axxess account shows, connected, but I am unable to browse any local sites as i usually do; is there a specific reason for this.
</quote>

It seems that they are diagnostic masters, because they diagnosed the issue as 1) my fault 2) my problem 3) never their problem

<axxess response>
Hi,
It seems that :mad:your:mad: DNS might not be set up correctly. The procedure for setting up your DNS manually is as follows: ... blah blah... bunch of instruction on changin my DNS settings on my machine
</axxess response>

<my response on their diagnostig mastery>
WOW you must be a diagnostic master then! No Really - I mean wow; from that little bit of information could you derive that it is my DNS;
no no no thank you, really thank you, I am impressed.
Please forward this commendation to you manager, as I am unable to even remotely understand how i would intermittently get a connection that works, every now and then when it's actually my DNS - cause then it will never work would it. WHAT I THINK IS; Axxess can really admit that their network has gone down so many times the past 2 weeks, that no one could get anything done. But ok - no, I will test the DNS theory to see whether you were talking crap or not
</my response on their diagnostig mastery>

I then asked the support people, whether they realised (already having the information from my initial explanation in their problem ticket) that after changing my DNS settings to their Servers, if I change over to my Telkom account - that the settings would be wrong. What the also dont know is that i use pppoe, which gets the DNS addresses from the connection;

Anyway, sorry for ranting so badly - but I just HATE support people who work at support desks and dont belong their; it takes a certain kind of person, one who doesnt just try to close the tickets as soon and easily as possible.

</rant>
 
I've also never been impressed with Axxess's support, the last time I dealt with them I was explaining things to them.

One of the people spoke to was nice and that normally makes up for not being able to solve the problem but when they're dismissive and unhelpful that really ticks me off.
 
hmmm well at least they didnt tell you to delete your temporary internet files like telkom!
 
diesel said:
hmmm well at least they didnt tell you to delete your temporary internet files like telkom!
Click to expand...

<sarcasm> yeah - the answer to all our problems; "Sir... did you delete your temporary files? If not, please hang up, so I can get rid of this call because I am not bright enough to handle and resovle it, so I'll just have the customer hold on again for 3 hours, and the crap on the next poor call desk person:eek:"</sarcasm>
 
This is all the fault of the skills shortage, which is all the fault of the fantastic economic growth, which is all because of the ANC's fantastic leadership.

i.e. Blame the ANC for this problem.

:D
 
stoke said:
This is all the fault of the skills shortage, which is all the fault of the fantastic economic growth, which is all because of the ANC's fantastic leadership.

i.e. Blame the ANC for this problem.

:D
Click to expand...

No System, No Government nor anything else will make a lazy support consultant do his job; I am sorry to say! Call Desks are from hell!
 
Never had any issues with Axxess so far.

But it is not correct for them to "assume" that it is your DNS settings - it can be anything.
 
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