April 8, 2007
Tried setting up a wireless router for my dad. Had trouble connecting from the wireless router to CTM over PPPoE. Called the support line; after a series of key punching on the telephone, a real friendly voice picked up within a minute. I explained my problem. Without even asking for any details, the support person promptly told me it was not a CTM problem and ready to hang up! He even told me to contact the wireless router vendor; and sarcastically told me that anyone that had setup PPPoE before knew how to do connect. And then hang up. Why would CTM have a support line then? This support person on the other end should have asked if I had received any error message; or if I had entered an incorrect password. Nada, zippo on that! Those were the two most basic questions; he didn't even ask. Maybe he had to run out for his coffee break. Really bad experience.
This is the CTM online support section: http://www.cyberctm.com/en/cs/roaming.php. You need to scroll down to the Technical Support section. Click on the words "Technical Support". All the self help topics appear. This hidding seems to me that the company avoids people contacting the Tech Support or trying to self diagnose a problem. Don't take the speedtest result from CTM. Also use http://www.numion.com/YourSpeed3/ to do a cross referencing.
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