Kronologi dan BUKTI Jeleknya Support Linksys

Setelah di posting yang lalu saya bercerita sedikit tentang kualitas layanan linksys dan toshiba, kali ini saya akan coba bahas tentang tinjauannya secara bisnis dan profesionalitas.

Pertama, buat yang belum membaca posting sebelumnya. Saya mengalami sendiri buruknya layanan linksys (baik indonesia maupun pusat), serta dari tangan pertama (yang bercerita pada saya adalah customer korban toshiba), cerita mengenai buruknya layanan toshiba.

Layanan buruk yang saya alami berawal dari saat access point linksys di kantor ngadat. Otomatis, seluruh komputer terputus dari LAN di kantor yang menyebabkan kinerja menurun drastis. Sebagai P3K (Pertolongan Pertama Pada Kecelakaan Kerusakan) saya langsung menghubungi live support linksys melalui website resminya (yang saya bahkan malas banget kasih link disini karena keenakan buat mereka hehehe…). Setelah dihubungkan dengan salah satu petugas disana, dimulailah percakapan sebagai berikut, :

Chat Transcript 12/21/2008 04:33 AM

Hi, my name is Maria Reina E. (29797). How may I help you? [03:44:11 AM]
Brian Arfi Faridhi: hello [03:44:33 AM]
Brian Arfi Faridhi: i had trouble installing my access point [03:44:43 AM]
Brian Arfi Faridhi: the series number [03:44:47 AM]
Brian Arfi Faridhi: is WAP54G [03:44:52 AM]
Brian Arfi Faridhi: *model number [03:45:03 AM]
Maria Reina E. (29797): Please allow me to ask questions further so I can give the appropriate advice and assistance. [03:45:47 AM]
Maria Reina E. (29797): May I know which country you are based in? [03:45:49 AM]
Brian Arfi Faridhi: ok [03:45:14 AM]
Brian Arfi Faridhi: indonesia [03:45:18 AM]
Maria Reina E. (29797): You have contacted the technical support department for North America. Let me give you the appropriate contact information for your region. [03:46:44 AM]
Brian Arfi Faridhi: since it’s 18.47 at the moment [03:47:15 AM]
Brian Arfi Faridhi: cant u help me out? [03:47:20 AM]
Brian Arfi Faridhi: it’s working before, but i am reinstalling my windows and it doesnt work now [03:47:40 AM]
Maria Reina E. (29797): For technical support in your region, please contact 001-803-011-3833 and an agent will assist you on the phone. Thank you for contacting Linksys. [03:48:53 AM]
Brian Arfi Faridhi: u dont even listen to what i said [03:48:38 AM]
Brian Arfi Faridhi: this is the error message i got : access violation at address 00492bb6 in module ‘setup.exe’. write of address 90900004 [03:48:47 AM]
Maria Reina E. (29797): I apologize for the inconvenience, Brian. [03:49:52 AM]
Maria Reina E. (29797): You may need to contact phone tech support from your region as I would be reprimanded if I don’t follow correct procedures. [03:50:29 AM]
Brian Arfi Faridhi: can i at least know to which country ill be calling? [03:50:27 AM]
Brian Arfi Faridhi: coz it sounds ridiculous if my phone bill ends up twice the cost of the hardware [03:50:48 AM]
Maria Reina E. (29797): That would be in Indonesia. [03:51:31 AM]
Maria Reina E. (29797): Actually, that’s a toll free number. [03:51:44 AM]
Brian Arfi Faridhi: now that would be nice [03:51:18 AM]
Brian Arfi Faridhi: any information on the working hour? [03:51:27 AM]
Maria Reina E. (29797): Let me check. [03:52:47 AM]
Maria Reina E. (29797): I believe they operate 24/7. [03:53:02 AM]
Brian Arfi Faridhi: ok then [03:52:36 AM]
Brian Arfi Faridhi: wait [03:52:41 AM]
Brian Arfi Faridhi: there’s something weird [03:52:58 AM]
Brian Arfi Faridhi: why would indonesian support use english as language [03:53:26 AM]
Brian Arfi Faridhi: ? [03:53:28 AM]
Brian Arfi Faridhi: and why after they ask me to wait for support [03:53:45 AM]
Brian Arfi Faridhi: the phone hangs up? [03:53:47 AM]
Brian Arfi Faridhi: oh, and its a machine that answers it [03:54:02 AM]
Maria Reina E. (29797): I’m not sure. I can’t answer that question. \ [03:54:40 AM]
Maria Reina E. (29797): This is Technical support for North American region. [03:55:08 AM]
Brian Arfi Faridhi: ok then let me ask this [03:54:42 AM]
Maria Reina E. (29797): I apologize. [03:55:36 AM]
Maria Reina E. (29797): Okay, go ahead. [03:55:42 AM]
Brian Arfi Faridhi: they said on the phone: to assure quality, ure call will be monitored……please remain on the line for assistance….. [03:55:52 AM]
Brian Arfi Faridhi: and then it hangs up [03:56:02 AM]
Brian Arfi Faridhi: so? [03:56:09 AM]
Brian Arfi Faridhi: basically there are no support for linksys product? [03:56:28 AM]
Brian Arfi Faridhi: btw, i tried more than4 times [03:56:45 AM]
Maria Reina E. (29797): That’s the only phone number given for Indonesian support. [03:57:26 AM]
Brian Arfi Faridhi: well im sure that the hardware itself isnt made in indonesia [03:57:10 AM]
Brian Arfi Faridhi: so why does the support have to be? [03:57:18 AM]
Brian Arfi Faridhi: and if the procedure says so [03:57:24 AM]
Brian Arfi Faridhi: how can i get support? [03:57:31 AM]
Brian Arfi Faridhi: if neither linksys head quarter and indonesian support cant be asked for help? [03:58:08 AM]
Maria Reina E. (29797): Still there? [04:04:30 AM]
Brian Arfi Faridhi: hi, sorry was disconnected [04:04:02 AM]
Brian Arfi Faridhi: i didnt receive ur reply after my last message [04:04:19 AM]
Brian Arfi Faridhi: mind posting it again? [04:04:23 AM]
Maria Reina E. (29797): Okay. I would suggest to contact phone tech support from Indonesia instead for us to both save time. [04:08:02 AM]
Brian Arfi Faridhi: I told you before that they cannot be contacted [04:08:57 AM]
Brian Arfi Faridhi: any other solutions? [04:10:07 AM]
Maria Reina E. (29797): You may need to manually configure the WAP54G instead. [04:12:29 AM]
Maria Reina E. (29797): However, for you to be assisted further, you may need to contact phone tech support for Indonesia as I would be reprimanded if I don’t follow correct procedure or protocol. [04:13:16 AM]
Brian Arfi Faridhi: hh……. so this is the quality of linksys support huh? i know it got nothin to do with u Maria, im talking about the procedures [04:13:53 AM]
Brian Arfi Faridhi: as i told u that phone tech support for indonesia CANNOT BE CONTACTED [04:14:18 AM]
Brian Arfi Faridhi: so it means that linksys cannot assist me further [04:14:39 AM]
Brian Arfi Faridhi: and tell ur boss to fix this procedure thing. ask what to do when the specific country’s phone tech support can’t be contacted [04:15:14 AM]
Brian Arfi Faridhi: it’s VERY annoying that a company as big as linksys prioritize on following the procedure rather than solving problems [04:15:51 AM]
Brian Arfi Faridhi: thankyou [04:15:57 AM]
Maria Reina E. (29797): Yes, I’ll try to forward this issue. Just in case this would help, I’ll give you the link for you to configure the WAP. [04:16:51 AM]
Maria Reina E. (29797): http://linksys.custhelp.com/cgi-bin/linksys.cfg/php/enduser/std_adp.php?p_faqid=4165&p_created=1161427232&p_sid=IEwiQVlj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTUsMTUmcF9wcm9kcz0wJnBfY2F0cz0xNzIxLDE3MjMsMTczMSZwX3B2PSZwX2N2PTMuMTczMSZwX3NjZl8zPTEmcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1XQVA1NGc*&p_li=&p_topview=1 [04:17:00 AM]
Brian Arfi Faridhi: ok thanks ill try it out [04:19:12 AM]
Maria Reina E. (29797): You’re welcome. Once again, I apologize for the inconvenience. [04:20:03 AM]
Brian Arfi Faridhi: i know its not ur fault [04:21:16 AM]
Brian Arfi Faridhi: and im not mad at u but at linksys [04:21:25 AM]
Maria Reina E. (29797): I understand. [04:22:20 AM]
Brian Arfi Faridhi: it didnt help really, the link u gave me [04:24:33 AM]
Maria Reina E. (29797): Still there? [04:31:42 AM]
Maria Reina E. (29797): Since you don’t have further questions, I need to close the session now to attend to other clients. [04:33:58 AM]
‘Brian Arfi Faridhi’ disconnected (‘Concluded by Agent’). [04:33:19 AM]

Nah, singkatnya, disitu saya diperintahkan untuk langsung menghubungi phone support untuk Indonesia. Yang mana saat saya hubungi saat itu juga, nggak nyambung/diputus.

Setelah itu beberapa jam kemudian saya coba lagi menghubungi nomor support yan g diberikan. Alhamdulillah saat ini nyambung… cuma kaget bukan kepalang saat tahu ternyata supportnya bukan dari Indonesia… dan mereka menggunakan bahasa inggris pula. Tapi issue terbesar yang saya khawatirkan adalah tagihan telpon kantor nantinya

Anyway, phone supportnya juga tidak banyak membantu. Saat saya bilang bahwa saya sudah melakukan apa yang yang mereka bilang, mereka tetep ngotot untuk diulang. Misal, saya sudah reset sampe tangan hampir putus mereka tetep aja nyuruh diulang. Belum setelah itu saya disuruh tunggu 5-10 menit karena dia mau konsultasi sama supervisornya (ampun… gak tau dia pulsa mahal).

Setelah itu PADA AKHIRNYA, saya diberi case number tertentu dan disarankan untuk mencari kembali nota pembelian (bah… nomor seri aja kan cukup, buat apa nota pembelian??? untung aja ketemu) dan menyerahkannya pada distributor untuk di replace.

Parahnya… saat saya akan serahkan distributor, saya mengunjungi toko tempat saya membeli barang itu. Yaitu di Bali Computer di Hi Tech mall, Surabaya. Setelah saya bilang bahwa saya ingin langsung mendatangi distributornya untuk menyelesaikan masalah ini, pak Ronny (bosnya Bali Computer) menghubungi distributor tersebut. Saya tentu saja jelaskan bahwa saya sudah menghubungi phone support dan memiliki case number. Pak Ronny kemudian bilang bahwa saya diketawain karena sampai punya case number segala. Di titik ini saya panas banget! Nggak tau dia pengorbanan dan proses apa yang harus saya lalui untuk mendapatkan case number itu. Tapi tentu aja, nggak pake marah marah dong.

Pada akhirnya, case number itu nggak dipake. Barang nggak bisa dibawa langsung ke distributor, namun harus menginap di Bali Computer dulu untuk mereka yang menyerahkan pada distributor. Padahal seharusnya saya segera mendapatkan replace untuk barang itu (karena masih dalam masa garansi). Dan apa jadinya kantor kalo jaringannya nggak segera diperbaiki?

Mangkel dengan linksys, akhirnya saya putuskan untuk membeli Access Point baru, disaat ini pula saya tahu banyak toko yang bilang bahwa support linksys sekarang JELEK abis makanya mereka gak mau jual barangnya. Kali ini merk Belkin yang saya beli langsung dari distributornya (ini penting banget karena supportnya harus jelas nggak kayak malinksys). Garansinya super banget! Lifetime (dipinjemin loh waktu servis! jadi kegiatan kantor nggak perlu mandeg), dan supportnya juga oke punya. Saya bisa bawa balik kalo ternyata instalasi gagal ato nggak kedetect wireless adapter di kantor. Dan sewaktu settingnya saya dibantu penuh lewat telpon. TOP banget! Special thanks buat mas Baihaqi dari AmpNet Surabaya yang sudah membantu saya.

Pesan terakhir…. NEVER EVER BUY ANY LINKSYS PRODUCTS AGAIN!!