Karoo Router Support

[Andyucs]

Hi All

First off i own a computer shop in hull

i help customers set up modems and routers etc for Karoo Internet

As they support and recommend the use of netgear equipment

we thought ok we will sell netgear equipment to our customers so if they need help karoo support them

THATS WHAT WE THOUGHT

Response from karoo help desk yes we support the netgear product only if purchased from Karoo not your local computer store

And they wonder why we get feed up with Karoo

[dylan]

Is it the Netgear DG834G you're selling, I believe that's the one Karoo support?

If so, I think that KC refusing to support your customers borders on the dodgy side. Why should a customer be forced to buy their hardware as well as their connection from KC?

If it is that specific model then I advise you to write to KC. If you still don't get any joy get back in touch with us and we will see where to go next.

Just out of interest which is your shop and do karooforums.net members get discount 

Dyls

[Robo]

Nice 1 Dylan 

[Andyucs]

well i did not expect to have rude word thrown at me

Discount what is that   

Unreal Computer Systems

down Portobello Street

any word on the top secret adsl 2 wow that means i might get 6 meg down at home

hold on i see a sig that reminds me

[dylan]

Well welcome anyway mate  Nice to see some business owners bringing their opinions to the board.

[mrX]

You should do what PC world do and charge people £30 for telephone support to set routers up.

[Andyucs]

You should do what PC world do and charge people £30 for telephone support to set routers up.

I like my customers to come back 

[xerive]

Just to add to the business users etc

I am starting a new business online over the next few months and one thing I am seriously looking at is moving it completely outside of karoo's grasp as there levels of incompetence could cost me thousands.  They dont seem to understand that when I am spending upwards of £1000 a day on online advertising for clietnts that I need a STABLE connection and need to be able to change things by the minute if need be. 

Example

Last week I spend an extra £340 unneccessarily because krapoos connection went down for nearly 3 hours.  Krapoos response was to blame my equipment and then they shut the f**k up when I told them I had a degree in computer engineering specialising in networking and worked for BT amongst others for a fair few years.  Then I showed them the logs which I had to explain to their customer service person (pre gcse level computing knowledge) why it was disconnecting and it eventually got sorted. 

I for one cannot build my business within the Hull area because I absolutely need a reliable service and they cannot provide this.

****edited by Fastethernet, please refrain from using foul language, this is a family friendly forum****

[mrX]

xerive, are you currently on a business or residential package?

[Andyucs]

wierd i have had no probs with Biz package

i go and play from the shop when my home connection is down

need my tinternet fix

[Fastethernet]

Hi xerive,

Have you though about upgrading to an ether-circuit from Krapoo, they offer better SLA's than Biz ADSL and they have symmetric line speeds. If not Krapoo you could always talk to Core (Azzuri) who offer wireless internet within Hull city centre to businesses.

[bobthebuilder]

ad no connections trouble whats so ever. tried a m8s business line still rubbish download speeds. in fact i got better speeds

[MarkF]

we thought ok we will sell netgear equipment to our customers so if they need help karoo support them.

An example response from Karoo is...

It's possible that there may be a fault with your router. If you purchased your router from Karoo within the last twelve months we can arrange an appointment for you to come in and have it tested. Would it be possible for you to call the Helpdesk on 01482 606101, so that we can arrange an appointment?

It'd seem to progress such a support case to 2nd level, if I indemnified Karoo from loss or damage, that Karoo might be willing to test equivalent models of Netgear/ZyXEL Routers not purchased from them? I'd find an appropriate contact at KCOM, write that you're responding to bad feedback of Karoo Helpdesk suggesting Router faults, devise instances Karoo might be willing to test them, and agree an implementable strategy to protect KCOM from loss or damages by no-quibles replacement. Perhaps mention OFCOM as Karoo are needlessly causing bad-custom and should KCOM be unwilling to reach an accomodation.

[Amiryth]

Hi All

First off i own a computer shop in hull

i help customers set up modems and routers etc for Karoo Internet

As they support and recommend the use of netgear equipment

we thought ok we will sell netgear equipment to our customers so if they need help karoo support them

THATS WHAT WE THOUGHT

Response from karoo help desk yes we support the netgear product only if purchased from Karoo not your local computer store

And they wonder why we get feed up with Karoo

Hmm so you try to sell the same model KC do becuase they support them?
And i beleive KC's price for the netear router includes their techincal support and setup so will be more than yours as you dont offer that?
so you sell them cheaper and undercut them, which is fair enough competition and all
Yet their price includes their support and yet you complain that your customer dont get that for free?

am i missing something here?

[The Dominator]

Ok..
i see your point...

but lets look at it another way, hands up how many times customers have been told by the KCom  technical helpdesk that the problem may be the router....

Now hands down all those customers who's fault was actually due to the router...

hmmm so lets count the hands of the the actual problems caused by routers ...

1, 2, 3,4.....  o - and one over there behind the tree - 5

My experience of KCom problems so far have been, a charging someone for 4 months without actually switching on them on at the exchange - the old lady was too timid to complain..

A problem with a wrong password (router problem - so i am one of them!)

Not switching me on at the exchange (2 days late)..

Crappy line quality that caused around 1million CRC errors a day - dont blame the router - new house, new line and not one CRC error..

Another relative where they 'forgot' to light the customer up...

Another friend who had nothing but problems with their link - due to the poor quality line - three different makes of router all failing to train properly...

And do we not pay for support within our payment to KCom?  i pay for my phone line and pay again for support of that..?