I will post my recent Cisco/Linksys chat session (please excuse the typos), as this took over three (3) hours and I was doing some serious multi-tasking as well as losing my composure by the minute.
The reality of this off-shore technical support is – dumb down the American People to the point they are getting absolutely no customer support benefit what-so-ever for the sake of corporate profit by out-sourcing everything off-shore. And the Corporate PR Dept. keeps grinding out la la land ridiculous spin to boost the quarterly earnings reports for investors with total disregard for the consumer as if a disposable throw-away commodity.
You decide if this off-shore out-sourcing critical mass is sufficient to literally replace the United States as a economic leader.
A little peturbed – more like disgusted at the entire off-shore out-sourcing greed concept.
Everybody follow Ross Perot to Mexico (he is moving his company there), and listen to “The Sucking Sound” quoting his 12 year previous remarks about NAFTA.
This be the Cisco/Linksys technical support charade –
Nick Jay L. (17520): Hi, my name is Nick Jay L. (17520). How may I help you?
Greg: Hello –
Nick Jay L. (17520): Hello Greg.
Greg: RE: case number 070927-026118
I did the recommended procedure and the install hosed my ME operating system. My computer will not boot. My laptop had NO previous issues except this file being disable when a friend wipped out the license number by accident.
I NOW get these (2) error messages –
Error loading Explore.exe
You must reinstall Windows
OK
I click OK and this error box pops up –
Error Start Program
The MSVCRT.DLL file is linked to a missing export NTDLL.DLL:RtlGetNtVersionNumbers
I need my computer to boot and my data files. Help me fix what your program did. I now can not use my computer or get my data file
Nick Jay L. (17520): May I know the model and version number of your Linksys device?
Greg: Please hold.
Nick Jay L. (17520): Okay.
Greg: Wireless-G Notebook Adapter #WPC54G-2
Nick Jay L. (17520): Thank you.
Nick Jay L. (17520): What license number got wiped out?
Greg: One that was listed in Oyssesy that was used to run the wirelessw adaptor. So when I installed the program it first removed the previous version then reinstalled itself and then the errors etc.
Nick Jay L. (17520): Have you already tried to reinstall the Windows OS of your laptop?
Greg: All I have is restore cds. I must NOT lose my date! I need a work around to replace missing files without wiping out data. That is NOT a option!
Greg: My OS has run great on my Sony Laptop all this time which is why I still use it. I have other computers.
Nick Jay L. (17520): Okay.
Nick Jay L. (17520): Please hold on for two minutes and I’ll verify this concern.
Greg: alright… whatever that means
Nick Jay L. (17520): Thank you for waiting.
Nick Jay L. (17520): Greg, we would suggest to try doing a system restore on the laptop so that we can verify if the error will still pop-up.
Greg: Did you understand that wiping out my data is NOT an option with system restore. and wasting my time with you telling me to format my HD when your program removed and then did not replaced a shared file needed to run my OS. I need a work around to replace the files your program removed.
Greg: I did not expect you to have a solution right now off the top of your head, but to just tell me wipe out 7 years of data because your program wiped out a critical shared file is too easy for you to dump me off the line and unrealistic for me to accept as a expert solution.
Greg: Your programmers never tested the auto removal when you reinstall this driver program or they would know it wipes out your OS. This is not an expert solution.
Nick Jay L. (17520): I do apologize and the drivers won’t wipe out the OS when we uninstall or reinstall the device. This
Greg: The driver program did exactly that. All I did was run your program to install drivers for network adaptor card. My OS ran perfectly for 7 years without a glitch EVER, until I install this program that uninstalls version on my system and did NOT replace all files that apparently were shared by OS. Don’t tell me what it did NOT do. It did DO it !
Greg: I have better things to do than crate accusations and argue with someone that just doesn’t want to spend the time to fix the problem their program created. The problem is HUGE fir me !
Greg: I need a work around to replace the file your program wiped out so that I do NOT lose my data!
Nick Jay L. (17520): Just to verify, is the adapter still plugged in on the laptop?
Greg: Yep
Nick Jay L. (17520): Is the software still installed?
Greg: Yep
Nick Jay L. (17520): Please uninstall the software and then the adapter.
Greg: And how do I uninstall the software when my computer doe NOT boot?
Nick Jay L. (17520): Unplug the adapter and then try to boot up the laptop.
Greg: OK … hold on.
Nick Jay L. (17520): Okay.
Greg: same error messages and NO boot.
Nick Jay L. (17520): While booting up the laptop, press on F8 and select on Safe Mode.
Greg: OK hold on. THe laptop is in other room. I will bring to this computer.
Nick Jay L. (17520): Okay.
Greg: same error message
Nick Jay L. (17520): Is this the error message “Error loading Explore.exe ,You must reinstall Windows”?
Greg: I am losing my patience with your easy answers. Losing my date is NOT an option. I need a work around to save my data and replace the OS files your program wiped out. I will NOT lose my data – DO YOU UNDERSTAND THIS ??
Greg: Yes the same error message as before. There are two of them. The exlpore.exe and when you click ok the missing files etc.
Nick Jay L. (17520): Greg, our only option for this is to contact the laptops manufacturer because it’s an OS problem already. Ask them to have copy a back up on the files from the hard drive before reinstalling the operating system.
Greg: You do it. It’s Sony. They provided Restore CDs (which I have), that will wipe out my data. You need to come up with another solution to save my data Your program destroyed the OS !
Nick Jay L. (17520): By the way, was the adapter working before?
Greg: Yep! The license key was erased in Odyssey my wireless client that install with the adaptor etc. And was told to reinstall which I did and when the program uninstalled previously installed version it did not replace the shared files needed by OS and then the boot problems.
Greg: Are you looking for a way out of the responsibility of the program that wiped out my OS ?
Greg: The Soy laptop is PCG-FX200
Greg: It is a Sony laptop. I don’t usually do this much keyboarding.
Nick Jay L. (17520): We won’t be able to fix the laptop if won’t contact the manufacturer because they’ll be the one assist you in reinstalling the OS.
Greg: NO you will as your program wiped out my OS
Greg: I am not going to play games with you – get me a supervisor if you will not try to fix the problem your program has created
Nick Jay L. (17520): Please hold on.
Greg: I am still waiting…
Nick Jay L. (17520): Greg, thank you for waiting.
Nick Jay L. (17520): I’m going to transfer you now to Jo Marc our immediate superior.
Conferenced With Jo Marc (22285)
Jo Marc (22285): Hi Greg.
Greg: Hello… I assumed for the past 20 minutes while I have been on hold that you have been briefed on my problem?
Nick Jay L. (17520) Has Disconnected
Jo Marc (22285): I apologized Greg, I was not.
Greg: Then I want your supervisor !!!
Jo Marc (22285): However, please allow me to review your chat with Nick.
Jo Marc (22285): I just returned from a meeting that was why it took some time to transfer the chat to me.
Jo Marc (22285): I apologize for that.
Jo Marc (22285): Sir, please allow me to help you out with your issue.
Greg: What has been going on for the past 20 MINUTES – Nothing while I was put on hold.
Greg: Then please proceed immediately as my patience with the games you are playing is wearing me very very thin and I will NOT tolerate much more easy solutions and denial I have a very real problem not able to get to my data.
Jo Marc (22285): Sir, I need to review your chat to ensure that I thoroughly understand the issue.
Jo Marc (22285): I apologize. Can I put you on hold for 2-3 minutes to do that?
Greg: I am hoping you are an expert and understand my problem that prevents expensive legal remedy?
Jo Marc (22285): I assure, I’ll give it my best.
Greg: I have been very reasonable and patient up till now – so provide me with a work around that replaces the files your program deleted that won’t allow my OS to reboot and that saves my data. I will NOT Restore my OS and wipe out my data – period !
Jo Marc (22285): Okay.
Jo Marc (22285): Please hold, I’m still reviewing the issue.
Jo Marc (22285): Thank you for waiting, Greg.
Jo Marc (22285): I have reviewed your case.
Greg: I assure you your best will restore my data access.
Jo Marc (22285): Please let me do some research regarding the issue to ensure that I can give you the appropriate solution.
Greg: What does that mean, that I am on hold for hours?
Jo Marc (22285): I’m sorry. Please allow me to help you out.
Greg: Hello – are you there? Please explain what your research means to me in time and what to expect.
Jo Marc (22285): I need to check what is causing the issue and regarding the error message that you received.
Greg: I have already been in this silly off-shore chat room for way over an hour and no solution and you are not even answering my questions. What kinda of time are we discussing here?
Jo Marc (22285): Sir, just need about 5 more minutes to continue my research.
Jo Marc (22285): The error message that you got is a Windows error message. We’re not at all familiar with that, that’s why I need to know what exactly does that message mean. What is causing such error to appear. And other information related to that error messages.
Greg: Does that mean if I wait 5 more minutes you will have an expert solution that will provide access to my data and/or store my Os so that my system will rebott.
Greg: Your program wiped out shared files that it did not restore causing the OS to fail.
Jo Marc (22285): I can’t guarantee you that. What I can assure you is an explanation.
Jo Marc (22285): That is to help us understand the issue better.
Greg: You can guarantee me that because that is what the solution is. And that is the minimum I expect. My OS boot fine until your program wiped out critical files.
Greg: Do you understand that ?
Jo Marc (22285): I understand that, Sir.
Greg: Look here Jo Marc – you probably are an ok person, but I want you to manage the time here in this chat so that I do not have to be here all day. This is not my job. I understand it is your job and are paid to do it. I am not so we need to discuss the time thing here and now and discuss what exactly the next step you are goiung to take to restore my OS and provide access to my data ?
Greg: Do you understand that?
Jo Marc (22285): Sir, can I enlighten you regarding the issue?
Greg: Please do
Jo Marc (22285): As per Microsoft’s knowledge base, the issue is caused by an incompatible MSVCRT.dll file installed on your operating system.
Jo Marc (22285): You can check this link for reference:
http://support.microsoft.com/kb/330314
Jo Marc (22285): However, I checked the drivers that were given to your by the previous tech. I was not able to find such file.
Greg: I need my OS to reboot and have access to my data again. I need your solution to fix this. If you cross-reference the case number it will provide you with the chat session from the evening of SEPT 27TH and you will see where they told me to download files off of the ftp server. I have thses records and so do you.
Greg: Great it sounds like you have almost got a expert solution to restoring my OS and allowing access to my data files again. Thanks for your continued hard work.
Jo Marc (22285): Basing on my experience with windows operating systems. The best way to fix this is an OS reinstall – that is in order for the OS to boot normally. But that would raise the question about the files on your hard drive.
Greg: Sir – we have spent two hours now going in circles over this. I want a solution that restors my OS and provides access to my data files. Losing my data is NOT an option. Do you understand this?
Greg: How are you going to provide a solution that saves my data files? Do you understand this?
Jo Marc (22285): Yes. I’m still organizing them.
Greg: If all I wanted to do was wipe everything I wouldn’t have contacted you over the problem your driver caused and wiped some OS shared file – I would have restored my system first and wiped everything already.
Jo Marc (22285): Here are my suggested options:
1. Back-up your files by using a different computer. You will need to connect your hard drive to a different PC to access the files.
2. Reinstall the OS on a the same computer but on a different directory.
3. Try repairing your OS using it’s installer.
Greg: Instead I go in circles with your technical support reading off of a screen what to do next and nobody being expert in anything.
Jo Marc (22285): The best people who can provide you with the solution would be Microsoft.
Greg: No you are the only ones as your driver program caused the problem. It is your fix.
Greg: All I have is restore CDs that wipe everything and then reinstall. I do NOT have a Microsoft CD to select install options.
Greg: The restore optiions clearly state that all data will be lost when I booted up to that option.
Jo Marc (22285): Sir, I believe the issue wasn’t cause by our driver program. The cause for the issue was with the MSVCRT.dll file which was said to have been replaced. The Linksys program shouldn’t be able to change such file since such file does not exist on the driver package itself
Greg: I am not going to play a game with you man- it DID ! Do you think I am here to waste time acting stupid. I want a rational expert solution that does NOT destroy my data.
Greg: Your driver program did exactly that – destroy my OS
Jo Marc (22285): Sir, I already provided you the best explanation. The error message should have linked to one of the Linksys driver files if it was causing the issue.
Jo Marc (22285): However, please allow me to review my resources on this issue. Just to make sure that my statements are correct.
Greg: I need your supervisor – as I am not going to debate if it did or didn’t. My OS booted fine for 7 years until your driver program reinstalled the drivers for Linksys wireless network adaptor – period. Now it will not boot and you want to argue with me.
Jo Marc (22285): My Manager will not be able to help you out with the issue since they don’t have any technical expertise. Can I transfer you to our 2nd Level support instead to give you a second opinion about the issue?
Greg: So nobody at technical support has any technical expertise – is that what I understood. I gave been in this chat room for three hours with nobody with technical expertise. Is that what you just ststed?
Jo Marc (22285): I’m sorry, but you misunderstood my statement.
Greg: You just said that you need to transfer me to somebody with real technical expertise, as no one there has any – right?
Jo Marc (22285): Sir, we are all technically competent. Except for our managers, since they have a different job description.
Jo Marc (22285): Sir, if you want a fix for this issue, your computer manufacturer or Microsoft would be the best option. Operating system / file recovery is beyond our support scope. We cannot walk you thru with such procedures.
Greg: What have I been doing for the last 3 hours but arguing with your people on what happened and trying to manage the ridiculous amount of time spent here accomplishing absolutely nothing with the problem I am having recovering data that your driver installed caused when it wiped out my OS. What else have I been doing? Please provide me withj someone that will be technical and caN PROVIDE THE APPROPRIATE TECHNICAL SOLUTION THAT WILL SAVE MY DATA . ?
Greg: lINKSYS DRIVER INSTALL WIPED MY os – YOU FIX IT WHERE MY DATA IS SAVED. dO YOU UNDERSTAND THIS?
Jo Marc (22285): I understand your frustrations. However, I would suggest that you consider the suggestions that I have given.
Jo Marc (22285): I have given you the possible solutions on how you might be able to recover such data. However, we cannot walk you through since the concern involves the operating system.
Greg: You appantely do NOT understand that a linksys driver install wiped my OS and I need my data recovered. So fix it Linksys.
Jo Marc (22285): I apologize but we’re running on circles. I have provided you the explanation as to why such issue occurred. Basing on the research made, the drivers has nothing to do with it since such file didn’t exist on the driver that was given to you. Thus, the driver package shouldn’t be able to overwrite such file on your OS.
Greg: I need a supervisor Jo Marc because that is exactly what happened. I installed driver package and not my OS will not boot. I am NOT going to argue with you anymore. A supervisor please – NOW !
Jo Marc (22285): Okay.
Jo Marc (22285): Please hold while I look for her. Please give me 3-5 minutes.
Greg: Are you calling me a liar and that what I claim as what happened did NOT happen and therefore you are NOT going to fix the problem the Linksys wireless adaptor driver install caused when it wiped out my OS and now I can not access my data. What kind of solution provider are you anyway. No one with the technical expertise or desire to fix the Linksys problem
Jo Marc (22285): Sir, I am not.
Jo Marc (22285):
Greg: I am NOT going to anyone else to fix the problem that the Linksys driver installed caused when it wiped out my OS and now I can not access my data.
Greg: Do you understand.
Jo Marc (22285): I really apologize that I was not able to give you the best solution. Would it be okay if I endorse this issue to our head quarters (HQ)?
Greg: I want the Linksys problem fixed where I can access my data. Your endosement to get this fixed – do whatever it takes! I want this Linksys problem fixed!
Jo Marc (22285): You will be contacted by our HQ within 24-hours from our chat.
Jo Marc (22285): I need to verify your phone number and email address.
Jo Marc (22285): Phone number: **********
Email: ****.******@gmail.com
Jo Marc (22285): Do I have the correct information?
Greg: That is correct.
Jo Marc (22285): Greg, I’m really sorry for the inconvenience.
Jo Marc (22285): By the way, do you have any preferred time for callout?
Greg: My honest recommendation to you – get technical solution people instead of screen readers so that you really can do what you claim to do – provide technical solutions to people with problems, instead of argue with them and waste time talking in circles for over three hours. This experience has really left a bad taste for my long term previous satisfaction with Linksys products. You must do better serving people with problems instead of read off screens which we all can do from the internet. Too bad for you.
Jo Marc (22285): I appreciate the comment. That would help us do our job better.
Greg: Yeah really, if there are any Linksys customers left that will put up with this crap!
Jo Marc (22285): Are there other Linksys concerns that I can help you with?
Greg: No – good day and good luck !
Greg: disconnected
Jo Marc (22285): disconnected
