[kictanet] Quality of Tech Support with Kenyan Telcos

[Odhiambo Washington]

Both AT command sets return ERROR for the ZTE MF192.

Thanks.

On Mon, Oct 17, 2011 at 13:25, Nicholas J Dear
<ndear at sundayafternoon.me.uk>wrote:

> Have you tried AT+ZCDRUN=8 to disable, AT+ZCDRUN=9 to re-enable?****
>
> ** **
>
> That works on other ZTE modems.****
>
> ** **
>
> N.****
>
> ** **
>
> *From:* kictanet-bounces+ndear=sundayafternoon.me.uk at lists.kictanet.or.ke[mailto:
> kictanet-bounces+ndear=sundayafternoon.me.uk at lists.kictanet.or.ke] *On
> Behalf Of *Odhiambo Washington
> *Sent:* 17 October 2011 13:06
> *To:* Nicholas J Dear
> *Cc:* Kictanet
> *Subject:* [kictanet] Quality of Tech Support with Kenyan Telcos****
>
> ** **
>
> Apologies in advance for cross-posting.
>
> I'm somehow very appalled at the level of technical support we get from our
> Telcos. What surprises me is the fact they they have some of the best brains
> in the market, yet they simply cannot get these brains to address the
> consumer problems. A simple problem can take you ages to get solved --
> unless you go behind the scenes and contact these techies at a personal
> level.
> I've come to the point of thinking that either there is too much
> bureaucracy introduced between the people we talk to (the CSEs) and the
> engineers who work in the background or the escalation process simply isn't
> streamlined. The process of getting a solution from the engineers can take
> ages (to me, a week is ages!). Then again, the Customer-facing teams simply
> seem to be robots who don't want to try and reason out. Is thinking out of
> the box not acceptable for CSEs working in these Telcos??
>
> Take one such problem that I'm facing currently with one these Telcos -
> ORANGE: I bought their much touted 21Mbps modem. The issue at hand is that I
> need to share the Internet connectivity with other residents of my house via
> a WiFi router. My router, a D-Link DIR-825, has a USB port that supports a
> 3G modem. There is one obstacle that I must overcome with the ZTE modem for
> me to be able to use it with my D-Link router -- I must find a way to
> disable the virtual CDROM and card reader from the USB stick/modem. The
> problem is no technician at ORANGE knows how to do this. Probably there is a
> technician (I have a feeling Orange must have gotten ZTE to train some
> technicians, or in the daftest form, ZTE must have seconded some techies to
> Orange!) but it's not possible to reach him/her/them!
>
> My router already works with the Safaricom's Huawei E1820, because I was
> able to go-ogle and find the AT Command to use to disable the virtual CDROM
> (AT^U2DIAG=0 does the disabling; AT^U2DIAG=1 re-enables it if I need to),
> which then enabled my router to recognize the USB modem. Fortunately, after
> installing the drivers on a computer, I really do not require the virtual
> CDROM interface anymore.
> I have not been able to find an equivalent command for ZTE-MF192 USB stick
> and has called Orange Customer Support (Data+Internet) so many times and
> they simply don't have a clue as to what I am asking for. I'd have thought
> they are trained to know that some clients are more demanding than others
> and as such they are allowed to go the extra mile and reason outside the box
> to help such customers.
>
> I am not sure  if I am expecting too much, but because I paid money to get
> this modem, I'd expect Orange to help me in any way that I'd like to use the
> modem. They still make their money by allowing me to use it.
> What I don't seem to be able to wrap my head around is why there is no
> technician at Orange (whether native or Chinese) who can help me with this
> problem? Aren't we supposed to expect a better quality support from these
> Telcos than we are getting now??
>
> I started by generalizing on "Telcos". I have only detailed my problem with
> Orange, but such problems are not exclusive to Orange. I remember Robert
> Yawe has detailed his own tribulations with other Telcos on this very forum.
>
>
> --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> I can't hear you -- I'm using the scrambler.
> Please consider the environment before printing this email. ****
> ------------------------------
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2012.0.1831 / Virus Database: 2090/4556 - Release Date: 10/16/11*
> ***
>



-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
Please consider the environment before printing this email.
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