Guest blowdart Posted January 7, 2004 Report Posted January 7, 2004 In in this case data support... "Hi, I can't email 1 particular domain from my E200, your SMTP server returns the mail saying Invalid Message Receipient" "Umm. Ok. SMTP server?" "Your mail server" "Ah right. Can I have the address you're trying to email?" "Sure it's [email protected]" "Can you hold?" "Yup" .... bad hold music ... "It's because that domain is not POP3 enabled" "Sorry?" "The domain needs to be POP3 enabled" "Are you sure?" "Yes" "Someone is lying to you. POP3 is a pickup protocol. SMTP is a sending protocol. I am trying to email someone. The MX records are correct, I can email using other SMTP servers. POP3 has nothing to do with this" "Are you sure?" "Yes, I play with mail servers all day. Someone has lied to finish their call quickly" "Oh. Ok. Hold on" ... 5 minutes later ... "Yea, I asked someone else. They said the first person's answer was complete rubbish. Would you like to speak to a second line support person?" "Please" ... hold ... "What's the domain?" "y.com" "And the error?" "Invalid recipient" "OK. Could you try using our smtp server from your desktop email?" "That won't help, you can't be running an smtp server which open relays to the world" "We do, that's how SMTP works" "No it doesn't" "Yes it does" "ok then, hold on I'll fire up telnet" One "Cannot relay" message later, because I'm coming from my home IP "See? Told you" "But it works for me" "That's because you're on the internal list of hosts that smtp server will send email for" "Ummm. Ok" "Look, just log a call, escalate it, and get back to me" And now I wait. :roll:
Guest chucky.egg Posted January 7, 2004 Report Posted January 7, 2004 "Umm. Ok. SMTP server?" :) :D :lol: :) :( "Umm. Ok. Experienced support staff?"
Guest blowdart Posted January 7, 2004 Report Posted January 7, 2004 :) :D :lol: :) :( "Umm. Ok. Experienced support staff?" That's a little unfair. I don't expect first line support to be technical, lets face it they usually deal with handset problems. Of course I didn't expect second line support to lie and attempt to fob me off with bullshit that they hoped sounded technical enough
Guest drblow Posted January 7, 2004 Report Posted January 7, 2004 OK, the point about the first person lying is valid - OCS will say stupid things to people, not knowing that some of them will know better! But it's a bit harsh to give off about OCS staff not knowing the technical ins & outs of SMTP servers etc! I know where you're coming from, & it is frustrating, but unfortunately all Orange will offer you is a tech support callback. Now, you would expect that the tech support dept. WOULD know about these things, so it may be interesting to hear the results!! :)
Guest mike-oh Posted January 7, 2004 Report Posted January 7, 2004 Sounds like the usual crap we can expect. Like me being told i'm getting poor life out of my battery cos there are 6 (my arse) base stations out in my area?! So why do i have 4 bars of signal? Fair enough they might not know but DO NOT LIE to us!
Guest ri2la Posted January 7, 2004 Report Posted January 7, 2004 Thankyou for that very amusing post, I'm a Network Admin, so endup on the phone to ISP's etc.. day in, day out, its so nice to see someone else experiencing similar lies and bull5#1t. I completely and utterly sympathise with you. Good luck mate
Guest beersoft Posted January 7, 2004 Report Posted January 7, 2004 is that second level techsupport as in the "ive got all the stars above my namebadge and done a 2 day support course"? sounds like the normal 'not our problem, must be them' answer you get from any tech support department nowdays. back when i was in that game you had to know what every server did and the answers to 85% of the punters stupid questions off the top of your head (anyone want to setup dialup networking on windows 3.1 ) Now days all the calls are scripted and as soon as they run out of questions to ask its "please hold" and they tell second level support half of your problem and maybe they might let you talk to them. I woundn't blame orange for having low tech support, on most support lines now you will talk to someone who doesn't want to be there, doesn't know the product there supporting and doesn't care if they help you. the only thing they are interested in is making sure they hit the target for the amout of calls they must take a day. its all money now. i like to go easy on the orange tech support people (BT can feel my wrath, they are a bunch of dozy......) , i might have forgotten more about the internet than they know, and i like to think im a clever sod (who can't spell) and i remeber how horrible customers are (if they are so smart, why are they phoning me for help? ) but your cs bob might remind you of the thing your missing, and dont forget that customer service people have feelings too. and are the words "Im sorry sir, i don't know the answer, would you like to speak to my supervisor" forbiden? im just ranting now, so i will shut up :) later Owen "remebering the golden age of technical support: when the tech's knew more than the customers"
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