Blog IV and V
Trouble with Routers
Operator: Hullo, and thank you for calling Cisco customer service. My name is GaganSANJAY49. How may I help you?
Customer: Yeah, I got a 211 error when I try to connect to my wireless router.
Operator: OK, I can help you with that. What is the problem?
Customer: I have 211 error when I try to connect to the Internet using your wireless router?
Operator: A 2 what?
Customer: 211.
Operator: Okay. So, you cannot connect to the Internet at all, right?
Customer: Yes.
Operator: Then how is that you are using this chat room?
Customer: (typing) As I just wrote earlier, the computer using the wireless router cannot login onto the Internet. I am using another computer connected directly to the cable modem.
Operator: Oh, I see. So your computer is connected to the Linksys router, correct?
Customer: Yes.
Operator: All right, tell me something: how many Ethernet ports does your modem have?
Customer: One.
Operator: One?
Customer: Yes, One.
Operator: If you only have one port than how is it that you are able to use the router at all?
Customer: (squeezing the space between his nose) Look, maybe we are getting modems confused. Let me explain this again. I have a regular modem from Comcast and a wireless router. I connect the main modem to the wireless router. Then the wireless router sends a signal to the other computer. I don’t have any trouble connecting to the Internet using the main modem. It’s the computer in the other room that’s giving me trouble.
Operator: (typing) So, there are two modems?
Customer: No. I have one main modem and a Linksys router.
Operator: Um, okay. Can I have the serial number of the router please? It should be on the back.
Customer: One minute.
Operator: OK.
Customer: C345GS567.
Operator: OK. Give me a minute.
Customer: (Runs to get a sandwich; returns--- the screen is still blank. Eats his sandwich).
Operator: Sir, fortunately, this product is out of warranty. I cannot use the chat function to answer your question; however, there a number of terrific options for you. (1) You can use the FAQ forum or you can call our superb, 24-hour, seven-days a week hotline to answer your question.
Customer: Just give me the phone number.
Operator: 866-745-5678. Thank you for using the chat function. I hope you have a wonderful day. Goodbye. (A message pops up on the screen: GaganSANJAY49 has left the chat room).
Customer: (typing) Up yours, thanks for nothing. (Closes chat window; pulls out cell phone. Now dialogue is heard). Let’s see who can screw up my IT now? (He dials the phone number).
Recording: (cheerful female voice) Thank you for calling Cisco Technical Support. We appreciate your call. Our award-winning representatives will be with you shortly. For quality purposes, your call may be recorded. (Phone rings, an operator with a heavy Indian accent answers)
Representative: Hullo, this is *fkan#!dksskngmmhh. How may I help you?
Customer: Uh, hello. I am using a wireless router on another computer. And, all of the sudden, I have a 211 error and cannot login onto the Internet.
Representative: Ah, I can *dkdg=sjjkdlsLns that for you.
Customer: Uh, come again.
Representative: Hikkosnki*haqe. Name? (The customer provides his name) All right, sir. Can I have the model number of your unit?
Customer: It’s expired.
Representative: Expired?
Customer: It’s out of warranty.
Representative: Ah, I see. Well, sir we have a number of terrific options for you.
Customer: I’m sure you do.
Representative: First, I can help you for a one-time fee of $29.99. But an even better option I can recommend for you is to buy a new router.
Customer: How is buying a new router a better option?
Representative: It’s covered under warranty, and the tech .support is completely free.
Customer: Don’t I have to buy the warranty?
Representative: Yes, for a small fee.
Customer: How much would a new router cost me without the small warranty fee?
Representative: Well, sir, let me first tell you about the amazing new router. Right now, you are using N-force technology; the current line uses G-force. You get a much faster connection to the Internet and…
Customer: (annoyed; interrupting) Yeah, yeah, yeah. It’s a new router. Obviously it’s going to be better. How much is it going to cost me?
Representative: (taken aback) Uh, it’s $54.99.
Customer: So, I have to shell out $60.00 and a small fee so you can provide me help for three months.
Representative: Well, it’s $54.99.
Customer: Plus shipping.
Representative: Plus seven dollars, shipping and handling.
Customer: So, it’s sixty-one dollars.
Representative: Yes, but, when you buy the router, you are covered. If something goes wrong, within three months, I can help you—free of charge.
Customer: If I wanted to do that, I’d just buy one at the store. It’s the same price without the shipping.
Representative: No, it’s not.
Customer: (irritated) I was just there. $54.99.
Representative: Oh, so you were, and you checked the price, huh?
Customer: Yes, I was just there.
Representative: Well, I tell you what, sir. I have a refurbished modem for just $29.99. It has the G-force and all of the same warranty.
Customer: I don’t want a new router. There’s nothing wrong with the one I already have. Why can’t just help me. Give a me a little clue or something?
Representative: Sir, sir. I am only trying to help you out. I want you to be satisfied. I am trying to save you time and money. You said 214-error, well, I know exactly what that is.
Customer: It’s 211.
Representative: I know how to fix that too. But it will cost you $29.99. For that price, I can give you a refurbished router with a warranty. But, you’re the boss (sorrowful).
Customer: I’m the boss?
Representative: (sorrowful) Yes, sir.
Customer: Well, the boss says, ‘Goodbye.’’’ (Turns off his cell-phone).
