Chat transcript, three guesses as to what their first suggestion was . . .

[Vance14]

Here is the transcript from a chat I just finished. It was about a wifi connection issue, but I am posting it because I thought it was hilarious how fast he just gave the "hard reset" solution. Was I too snarky?

Customer Chat
Chat Transcript

You have been connected to Jason.
Jason: Hi Vance, thank you for contacting HTC Support, I?m looking in to your query now.

Vance McAlister: For further information: It will be connected for about 10 seconds, then say "scanning", then "connecting" then "obtaining IP address from Linksys", then "connected", in a loop. Sometimes it will stay connected for a few minutes then go back into this loop again.

Jason: have you tried performing a hard reset on the device ?

Vance McAlister: I have rebooted, yes, but I am not going to completely reset my phone just to solve this problem. I know that is the first suggestion you guys make, but it is rarely the easiest solution.

Jason: I apologise for this. Generally if its not working on one network they're is something on the network it doesn't agree with.

Vance McAlister: OK, is there something you can suggest I look at? This phone had worked fine on this network until a couple of days ago. No changes I know about on either the network or the phone.

Jason: Try the hard reset first. If that doesn't work come back to us.

Vance McAlister: Of course. Translation: I have no idea what to do, so I will tell you to perform a hard reset which I know will do nothing to solve your problem, but will get you off of my list and seem as if I gave you a solution. Good job. Now, where is that survey I can fill out?

Jason: The thing is it may solve the issue. It also rules out that there isn't a software issue on the device.
Jason: The survey can be filled out after this chat
Jason: Thank you for contacting us, I hope you have a great day

 

[Buzzy42]

Interesting, I've had the same problem with my Linksys, and the same situation-- it worked fine for the first 6 weeks I owned the phone, then I went on vacation for a few weeks and ever since it's been acting as you describe. I have a WRT54GL, what is yours?

(no OTA on my Bolt, either... so no real changes)

 

[Chrisy]

Yeah kinda harsh. Wouldn't it be halirous if the factory reset worked for you?

 

[Vance14]

Buzzy, I will check, that could be interesting.


Chrisy, the reason I got snarky was because that was the very first words out of his mouth. A hard reset should almost NEVER be the first words out of a tech support's mouth, in my opinion. It is something that the user can try on his own AFTER the tech has honestly tried other options while the customer is one the phone or chat.

The "hard reset" is notorious as a "get them off the phone" technique as has been pointed out many times in these forums, often by people who used to be in tech support. If he had at least made SOME attempt to resolve the issue, my attitude would have been entirely different. I have excused a number of techs for eventually resorting to "hard reset" (or the equivalent in any tech I am calling about), when it is clear that they have exhausted their own knowledge and that is their last resort. I can get that and it is fine. But when it is a first line suggestion, that is a very clear sign he is just being lazy.

Especially when I resisted the first time and requested suggestions about dealing with my router. What did he say "just do a hard reset and call us back". And he knew I WOULD have to call back.

Yes, a hard reset sometimes does work, but this guy didn't even bother trying. If he really didn't have any experience with this issue, or have any true suggestions regarding how to fix the router, then THAT is what he should have said. Something like:

I don't really have an answer to this problem, you can check your router's tech support and see what they say. As a last resort, you could reset your phone, but if there has been no changes to your phone since a time when it was working fine, and it works fine on other networks, that is not likely to be a good solution. Sorry. If you like I can send this to a higher level tech and have him get back to you.

But just "do a hard reset and call us back"? No.

 

[FrankXS]

You didn't include the complete chat - whatever you asked and whatever background you gave Jason on the initialization of the session. Anyway, you should first reboot the router. Next you should check for updates on the router. Next, if that doesn't work, you should try changing the encryption method of the router and try again. Maybe then try another router. After all that... maybe.... you should do a factory reset on your phone.

-Frank

 

[Vance14]

Frank, the initial question was sent straight to them when requesting the chat, this was the entire transcript other than "waiting for tech support" or something like that. While he was reviewing the initial question I submitted, I added those extra details.

And, Frank, your solution (reboot the router) was exactly the answer. I tried that a few minutes ago on someone else's suggestion and that solved the problem. If I had been less experienced in tech support techniques,and followed his suggestion, I would be spending the next couple of hours reinstalling apps on my phone and reconfiguring all of my settings, etc. That is what is so annoying, because that is what my mom would be doing right now.

Thanks!

 

[Chrisy]

I see your point. It is annoying that that's always the standard first response to a malfunctioning device. But, also, he is just doing his job or maybe all he knows to try.

The lesson here, as always, is to come to AC for solutions before you all tech support. That's why I love forums! The best minds here.

 

[mclarryjr]

I'm sure they all use a manual and look up your problem and follow the steps listed. I don't think they offer that solution just to get you off the phone that would be very good customer service. I would recommend following FrankXS tips and if they don't work I'm not sure what else you can do. Hope you find a solution to your wifi issue.

 

[Vance14]

Chrisy, you are right, these forums are great and I did just what you suggest and asked here first, but it kept coming and going, so I tried HTC support. And yes, that ended up being all he knew, I just think he should have suggested I work with my router first rather than push a hard reset, which is a bit of a drastic remedy. I actually tend to be pretty patient with tech support, but you can see how little effort he was making.

mcclaryjr, if you look back at some of the 'reboot' threads you will see that some of the reports of calls to tech support were that the techs very quickly told them to do a factory reset even though this does not work, and the tech probably knew that by this point. After more than a decade of dealing with tech support on these types of devices (mp3 players, phones, etc), the "hard reset and call us in the morning" is truly notorious as a way of getting the customers moved along. Yes, sometimes it is actually the solution, but it should always be the last resort, I believe.

 

[dhendriksen]

Yeah, I have never called Tech Support without having them say "first I need you to perform a hard reset on the device". I do understand why, but it is VERY frustrating. I see there desire to eliminate any potential "user error" by wiping any software additions/tweaks off the device, but I would imagine that it is very rare that a "hard reset" actually solves the problem. It just takes your time, and requires you to call back.

Very frustrating indeed.

 

[Chrisy]

I *always say that I've already tried a reset. Then I can hear what else they have for me. Which usually is a refurb. Lol.

 

[Vance14]

Exactly, DanH. Long ago I started digging in my heels and asking them to try other solutions first and usually a solution was eventually found (or at least the real cause was found, even if it could not be fixed and a replacement was needed). I wonder how may unnecessary resets have been performed over the last decade?

Chrisy, that is brilliant, I wish I would have thought of that!

 

[PJnc284]

I see there desire to eliminate any potential "user error" by wiping any software additions/tweaks off the device, but I would imagine that it is very rare that a "hard reset" actually solves the problem. It just takes your time, and requires you to call back.

I'd bet that it works a good amount of the time. Especially with issues related to software updates especially with major software updates. There's a reason why most rom developers recommend a factory reset prior to installing another rom. Then again it could be something as simple as manually clearing the data for the offending app.

As for the OP, the first step for the rep probably should've been in reference to the router but with people installing apps all willy nilly, user error was probably going to be at the top of the list their given to work from. And everyone may or may not have access to router configuration.

 

[Chrisy]

It's the same as when I had a BlackBerry. They said to wipe it. Well, I started fibbing because I don't have a computer to reload an OS or my data. So I just told them I did it. Then they look at other options. Seems backwards but I guess they want to start with a fresh device. In that regard it does make sense.

 

[Vance14]

Chrisy, there are so many advantages to the tech support to having the customer do a factory reset I can understand why they are tempted to start there. They automatically eliminate a bunch of issues and start with something they "know". And that is what separates good tech support from weak tech support. Given the extreme hassle of a complete wipe, a good tech support system will work with what you have first, trying a lot of things they CAN try, then stepping back. At that point they can suggest outside issues (like the router, etc), and then say "I have done all I can think of, the only thing I can suggest now is a factory reset and see if that helps."

And I don't blame you at all for "fibbing"!

 

[dhendriksen]

I *always say that I've already tried a reset. Then I can hear what else they have for me. Which usually is a refurb. Lol.

I used to do that as well, but once I got a seemingly savvy tech support person who asked me when I did it. I made up a date and time, and told them. They said "no you didn't". I said "what do you mean I didn't?". The said that when a hard reset is performed that the device has to "re-activate" itself on the network, and they can see when that is done. Since that wasn't done, they knew I hadn't done a hard reset.

I of course maintained that I had done one, and forced the issue =)

 

[Chrisy]

LOL @ being busted.

 

[Vance14]

I think my approach will be

"Let's assume I did, what would you suggest next?"

 

[dpham00]

I used to do that as well, but once I got a seemingly savvy tech support person who asked me when I did it. I made up a date and time, and told them. They said "no you didn't". I said "what do you mean I didn't?". The said that when a hard reset is performed that the device has to "re-activate" itself on the network, and they can see when that is done. Since that wasn't done, they knew I hadn't done a hard reset.

I of course maintained that I had done one, and forced the issue =)

I just do a hard reset before calling. I'm sure if they looked in their system, it will show i did like half a dozen hard resets. of course, i haven't done one recently, because the same problem persisted even after a hard reset and no android market apps.

 

[Buzzy42]

Well, I reset my router and it seems to have fixed my problem as well, or at least made the phone a lot more responsive to holding onto wireless. (at one point tonight it did drop but it got the wireless back quickly-- it had gotten to the point it wouldn't reconnect until I turned off wifi on the phone TWICE)

Very strange it seems to have been the router at fault and not the phone since everything else worked fine on the router, but whatever..!

(to get a bit more back on topic, glad I didn't do a factory reset )