[GreenKeys] W6ESE - monitor problem discussed last week

[hunybuny at eskimo.com]

GA OMs;

You may recall last week, during the discussion of how poor service
is these days, I talked about a flat panel LCD monitor and the
trouble I was having with the on-board clock, and how I could not
get them to understand what I was telling them (description is below).

Well - today I got a call and talked with the 2nd tier of tech support.
He told me that the problem I am experiencing is rather unique - and that
it can not be field fixed.  :-)  That it is not related to the computer
or even the operating system :-) and there are no drivers to fix it :-).
He said that he is sending me a new monitor :-)  and that I should return
the old one in the box the new
one came in.  :-)

Wow!

UE,
W6ESE - tony
NNNNZCZC



hunybuny at eskimo.com wrote:
> Tell me 'bout it...
> 
> I have a flat screen / LCD / monitor.
> 
> Built-in is the OSD (on screen display).
> 
> It is accessed by pressing front panel buttons. You do not need a computer.
> 
> Within the OSD is function called "SLEEP".
> 
> SLEEP is used to have the monitor go into standby when it is not needed.
> 
> When you go into the SLEEP menu there are three things you can do:
> 
>  o Set the timeclock.
> 
>  o Set the time to go to sleep.
> 
>  o Set the time to wake up.
> 
> 
> OK - are you with me so far? I know this feature is cutting-edge
> technology from a thousand years in the future and many of you will
> simply not be able to grasp it. Well - maybe NOT YOU - but for the
> manufacturer's technical support people it certainly is.
> 
> I entered the sleep function. I set the clock. The next day the clock was
> off by 30 minutes. Of course, before calling tech support, I ran some
> tests to make sure it was the monitor and not me. I even disconnected the
> monitor from the computer and put it on the kitchen counter and ran a test.
> Same thing: off 30 minutes in 24 hours.
> 
> I've called T.S. 4 times now. You wouldn't *believe* the idiots I get:
> 
> (you can skip the rest of this post if you don't want to hear any more 
> ranting)
> 
> (this is the dialog from the 4th time I called)
> TS: What is the serial number and model number?
> ME: (give it)
> TS: OK - I have the service ticket. Let me read what's been happening.
> ME: (wait 10 minutes)
> TS: OK - what seems to be the problem?
> ME: ??? - didn't you just read the service ticket?
> TS: Yes.
> ME: Do you support this product?
> TS: Yes.
> ME: Have you EVER SEEN one?
> TS: Yes.
> ME: Do you have the user's manual?
> TS: Yes.
> ME: OK - when I set the SLEEP clock it loses 30 minutes in a 24 hour 
> period.
> It loses 30 minutes in 24 hours whether it is connected to ANY of my 
> computers
> or completely disconnected or even sitting on the kitchen table plugged 
> into
> the wall but powered down. Do you understand that I just told you.
> TS: Yes.
> ME: OK - so there is a problem with the on-board clock. It probably 
> needs to
> be adjusted.
> TS: Let me check on this...
> ME: OK (can't wait for his answer - after the last 3).
> TS: Hello, sir?
> ME: Yes....
> TS: That unit doesn't have an internal sleep timer.
> ME: ??? It most certainly does. I thought you said you've seen one of 
> these?
> TS: Let me check on this...
> ME: OK (can't wait for his answer now).
> TS: I need to connect to your computer.
> ME: I'm running Linux - and I'm not on the internet.
> TS: OK give me your IP.
> ME: That won't help: I told you that I'm not on the internet and I'm 
> running Linux.
> TS: Well - I can't help you without the IP.
> ME: OK OK OK - it's 127.0.0.0
> TS: OK - just let me connect...
> TS: I can't connect to your computer.
> ME: That's probably because it is not on the internet.
> TS: ... (finally sinks in).
> TS: Let me check on this...
> ME: OK (can't wait for his answer now).
> TS: The problem is with your Linux operating system. You need to call the
> Linux vendor.
> ME: It has nothing to do with the O/S. The problem happened even when 
> the LCD
> is not connected to any computer.
> TS: The problem is with your Linux operating system.
> 
> I've been thru this 4 times now. I've asked for the address of a local
> service center so I can bring the thing in and have them look at it. They
> won't give me one. They tell me they're logging stuff in the service ticket
> but each time I call we go over the same things (above) and they ask the
> same questions over and over.
> 
> Yeah, - service isn't what it used to be. I was in technical support for
> 30 years and this new business model stinks.
> 
> UE,
> W6ESE - tony
> NNNNZCZC
> 


-- 
Tony J. Podrasky | Never tell a young person that something cannot be done.
                  | God may have been waiting for centuries for somebody
                  | ignorant enough of the impossible to do that very thing.
                  |                                      -John Andrew Holmes