Arguing that the situation is a failure while the customer got what he wanted and is happy for the meantime is a very blinkered viewpoint.
Also arguing over techinicalities of a situation which has been made right in the customer's viewpoint (and 99.9% of everyone else's) doesn't make much sence and won't produce a better customer experience, which must be considered the highest priorty in a service based industry.
It
is the process which failed. The process flowchart should be changed to:
install superhub > only if it works should the old service be taken out of commision with the administrative task of removing that hardware from a list which does not effect customer satisfaction one iota.
(flowchart is not a flowchart, so sue me).
If your brand new car is having problems you would expect a courtesy car would you not?
The netgear router itself is not part of the problem, the equipment which it has been derived from is a superior piece of kit. I did alot of research before buying a wndr3700 for £120 and it has not skipped a beat. Although granted I do not require it to do some of the things that is being expected of the superhub (e.g. wan side port changing to a different port on lan, QOS).
As I understand the problems I have seen are that the superhubs MAC has not been entered into the system which is an administrative fault; and the modem power levels being outside the desired range. These faults don't reflect of the abillity of the hardware to do its job.
I have experienced slower speeds on superhub wifi compared to the wndr3700, it may be down to different settings. This is the only thing that the superhub does that possibly the wdnr3700 does better.
You can't say that netgear is a poor choice universaly based on missing features which are present in other routers from netgear.
Quote:
Originally Posted by Nopanic
When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.
Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.
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In this case (the case of the OP), he has had a royal pain due to the mac address not being in the system; it seems at odds with the idea of good customer service to then say its a royal pain to revert back to the old service. See my earlier "flowchart", this situation should not arise in the first place (the situation not being the fault itself but the reluctance to getting the old service back up temporarily).