Interesting day on the phone with DLink.\u00a0 When I say “day”, I do mean DAY.\u00a0 More or less, Monday must be DLink’s crazy time when everyone comes back from work and finds their office routers dead or something.<\/p>\n
The DIR-825 model C1 that I initially bought to test out MIPS on FreeBSD died a noble death for science last month, so I thought I’d see if I could get DLink to replace it for me.\u00a0 Long story short, they gave me an RMA for it and the new one will be here next week.\u00a0 Short story long, wow.<\/p>\n
I think I was on hold for close to an hour to get to the level 1 technician.\u00a0 This tech was super nice but awfully frustrating to deal with.\u00a0 She didn’t ask if I had an existing case number, she didn’t ask what I had already done to try and resolve the issue nor did she understand that I had already gone through all the reset procedures on their web site in order to resolve this issue in the first place.\u00a0 However, in the technician’s defence, I am kind of a tool.\u00a0 Not to mention that she absolutely has a script that she must follow AND most people calling in are not nearly as technically savvy as I was to detonate the router in the first place.<\/p>\n
So 1 hour on hold, then 2 hours with the level 1 technician.\u00a0 In frustration, I started to ask about getting a replacement.\u00a0 I assume that this is a key phrase that triggers escalation to level 2.\u00a0 That’s right, LEVEL 2.\u00a0 Speaking with the senior technician at level 2, it became very clear that we were speaking the same language.\u00a0 Heck, the technician actually asked me what my Unix boxes see from a DHCP request.\u00a0 AMAZING.\u00a0 When I passed on the information that, no its quite dead now, getting to the RMA stage was almost trivial.<\/p>\n
I wonder, what could make this situation easier for DLink and easier for their users.\u00a0 I mean, most cases they deal with are just simple configuration mistakes, not real hardware issues.\u00a0 My case was the exception, not the rule in their universe.\u00a0 I think this means that Internet is hard.<\/p>\n
I’ll go into more details on my science tomorrow, when I get the RMA sent off and can deal with the DIR-825 Model B1 that is totally working with FreeBSD MIPS now.\u00a0 By the way, totally awesome.\u00a0 SCIENCE!<\/p>\n","protected":false},"excerpt":{"rendered":"
Interesting day on the phone with DLink.\u00a0 When I say “day”, I do mean DAY.\u00a0 More or less, Monday must be DLink’s crazy time when everyone comes back from work and finds their office routers dead or something. The DIR-825 model C1 that I initially bought to test out MIPS on FreeBSD died a noble […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"_share_on_mastodon":"0"},"categories":[3,2],"tags":[],"share_on_mastodon":{"url":"","error":""},"_links":{"self":[{"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/posts\/24"}],"collection":[{"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=24"}],"version-history":[{"count":2,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/posts\/24\/revisions"}],"predecessor-version":[{"id":26,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=\/wp\/v2\/posts\/24\/revisions\/26"}],"wp:attachment":[{"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=24"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=24"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/blog.ignoranthack.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=24"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}