Author Topic: Tech Support Hang-Up  (Read 5892 times)

E-Ripley

  • Calf
  • *
  • Posts: 2
Tech Support Hang-Up
« on: April 12, 2011, 01:25:47 pm »
I just called technical support for a Link Station needing help connecting a printer through ip. The agent immediatly sounded disinterested in the situation and beyond that was more or less rude with his typical tech questions. When I told him I'd rather setup the printer directly through the Link Station in it's setting page instead of using the management software, he told me very matter-of-factly that this was a simple process of turning the option on and telling my mac to print there. I asked him to help me with this and he actually made that irritated tsk noise we all sometimes do. I asked him if I were irritating him and he replied "nope". At this point he said "Your being pretty rude and that's the end of this." He then disconnected the call. So beside the fact that a support specialist in a respected technology company basically refused support, he was also ridiculously blatant about it before actually hanging up on a customer. If he felt I was being rude by calling him on that, he should have done what I do at my employer which is to say "I am no longer comfortable speaking with you and I'm going to bring a supervisor on the line." and then immediately place them on to get my sup. Is there a support admin here that can help me address this?

drmemory

  • Big Bull
  • *****
  • Posts: 1147
Re: Tech Support Hang-Up
« Reply #1 on: April 12, 2011, 01:47:11 pm »

E-Ripley

send me your contact info so I can look up the tech with whom you spoke and I'll look this up, and provide a callback from a supervisor to you.


ChrisCar

  • Calf
  • *
  • Posts: 18
Re: Tech Support Hang-Up
« Reply #2 on: April 22, 2011, 11:07:44 am »

Happened to me twice this week!  The first time I had spent over an hour on the phone with a "level 1" tech who told me she would have to elevate the call to a "level 2" tech.  I was put back on hold for another 10 minutes before being disconnected.  

 

I called back the next day.  I explained the problem she asked me to  hold -- which I guess is a polite way of warning they're gonna hang up.  ;-)  

 

 

I've now resorted to emailing tech support and posting here.  That way they can still ignore me, but at least I won't waste my time on hold.  :-(


drmemory

  • Big Bull
  • *****
  • Posts: 1147
Re: Tech Support Hang-Up
« Reply #3 on: April 26, 2011, 01:30:39 pm »

Chris

Send me your contact info (and a range of times to call) to drmemory@buffalotech.com and I'll have support call you.


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #4 on: November 09, 2011, 09:25:28 am »

Tech support is useless with this company. I'm sitting on FIVE dead or useless Buffalo drives. We like to line 3 along side each other and try to get the drives to click  in synch. We also love the option to reformat it every time it's plugged in. Then there's the little mystery we all try to fiigure out of why the workstations will not boot up or shut down until these pieces of jumk are unplugged. These were from our Dell purchase and I told my vendor to NEVER send another Buffalo product to me or even mention one in a quote.

 

Buffalo technology equals a 5 time fail to us.


drmemory

  • Big Bull
  • *****
  • Posts: 1147
Re: Tech Support Hang-Up
« Reply #5 on: November 09, 2011, 09:32:04 am »

Ricko

Please clarify what support number you called and what country you are in.

Buffalotech USA has 24/7/365 support.

Call 866-752-6210

Or, let me know your contact info that you used when you called support and send me your ticket number you received when you called USA support:

Send to drmemory@buffalotech.com

and I will escalate the support for you (escalation is for customers who have already called the support number and did need an escalation above the normal support process)

 

Also - If you want support from these forums, what is the product part number and FW revision - this is required to get support from the mods and readers of these forums. Otherwise, the forum members can't assist with questions.

 


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #6 on: November 10, 2011, 09:57:54 am »

Are you kidding?  I kept no trace of those emails. That was over 18 months ago. I just came in to see if there was a way to try and save the drive inside, but for whatever reason I can't even format the **bleep** drives. They are 2TB external drives. I took one of them out of the enclosure and have not been able to formatt it or get an OS on it. I would put these on craigslist, but it's against my better judgement to sell cake to the public. Ironic, ain't it!


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #7 on: November 10, 2011, 09:58:49 am »

Interesting censorship you guys use. I said c.r.a.p, NOT cake!


drmemory

  • Big Bull
  • *****
  • Posts: 1147
Re: Tech Support Hang-Up
« Reply #8 on: November 10, 2011, 11:13:12 am »

Please send me the email address you used for support, and I'll look it up. We'd like to know which agent was responding to your emails and conduct a review on him/her.

When we find the emails, we can review the issue you reported to the support team, and assist with how to format the drives, if the enclosure was defective and not the drives.

 

 


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #9 on: November 10, 2011, 03:17:42 pm »

lol, why in the world would you need to know the emails of the idiot who DIDNT help me before?? 

 

And if I understand your statement, you have the knowledge to help me with formatting the drives but you are not posting it??? You can't share that little nugget with a pissed off customer? Whats this companies problem,???


davo

  • Really Big Bull
  • VIP
  • *
  • Posts: 5928
Re: Tech Support Hang-Up
« Reply #10 on: November 14, 2011, 06:48:52 am »

How about giving him the information so he can HELP you instead of acting like a **bleep**!

PM me for TFTP / Boot Images / Recovery files  LSRecovery.exe file.

ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #11 on: November 17, 2011, 10:27:55 am »

Why don't YOU stay out of it. I HAVE emailed him the information and he has continued to ignore me. Mind your own world.


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #12 on: November 17, 2011, 11:05:47 am »

And for the record Davo: When it's YOUR $1000 tied up in worthless drives and can't get any help, you just might feel the same. Look at the complaints, I'm not blowing smoke out of my ass.


drmemory

  • Big Bull
  • *****
  • Posts: 1147
Re: Tech Support Hang-Up
« Reply #13 on: November 17, 2011, 11:44:59 am »

if these are SATA drives, you should be able to connect them to a motherboard and format them directly from your computer. Are you using a Windows or Mac for formatting?

Are you sure all 5 products are defective? By your posting, it sounds like these are USB storage products.

You state that your computer can't boot up when the devices are connected - have you tried connecting them after the computer boots, then see if the computer is detecting an attached drive?

Are the drives encrypted - if so, they may not show up on your computer like a standard USB drive.

What are the part numbers of the Buffalotech products?


ricko

  • Calf
  • *
  • Posts: 7
Re: Tech Support Hang-Up
« Reply #14 on: November 18, 2011, 03:38:36 pm »

Just close the case, you guys won.