You waited until the LAST day, what did you expect?

[CrazedClerkthe2nd]

More fun in cellphone land at the red checkmark...

The Final Countdown

SC: Look, the one year warranty on my phone ends today and I need to make a claim and get a replacement sent.
Me: Ok, I can help you with that. What's the issue with your current phone?
SC: It just doesn't work!
Me: Can you be more specific?
SC: It drops calls, it runs slowly, some of my apps don't work. I'm just tired of it and need a replacement.
Me: Let's go ahead and take a look at it first and maybe we can fix it for you. All the issues may have the same cause...
SC: NO! I don't want to do any tests and I don't want you to try and fix it, it's broken, just send me another one.
Me: I'm sorry, we can't do that.
SC: What the hell do you mean you can't do it? It's a warranty claim, just file the thing and let me get off this call.
Me: We have to troubleshoot first, it's policy. If we don't get anywhere, then I can submit a claim for you.
SC: Look buddy, I'm not asking you, I'm telling you: REPLACE MY PHONE!
Me: and I am trying to explain to you that-
SC: NO! NO Fixes, no troubleshooting, I'm on the last day of my warranty and you WILL send me a replacement!
Me: I can't do that.
SC: Then fucking get me someone who can. NOW.
Me: Please hold for a manager.

He ended up cussing out my manager and hanging up without getting a replacement. Sadly, he called back five more times that day and managed to browbeat some rep into doing a claim for him.

Oh, how I hate you wi-fi....

I get a call from a woman, her phone has no data connection. It works fine on the mobile network but wifi will not work. I check through everything on the phone and its working...

Me: Ma'am, everything on your phone is working perfectly, the problem is with your wifi connection.
SC: Then fix it! That's why I called you.
Me: Is your internet provided by <red checkmark>?
SC: No, we got Comcast.
Me: Well then you will have to contact them to fix it.
SC: Now hold up, y'all sold me this phone, this phone has wifi and my wifi ain't working. Y'all need to fix this wifi, this ain't got nothing to do with Comcast.
Me: The phone does have wifi and is connecting to your wifi network, the problem is the network itself, which is separate from the phone, is not working. It's the same way the people who built your car aren't to blame if the gas pump at the station isn't working.
SC: My phone has wifi, it's worked before. It's NOT my network (Because wifi networks NEVER stop working...ever)
Me: I believe you, but just because something has worked before doesn't need to keep working indefinitely. You may just need to reset your wireless router, if you like I can...
SC: Just fix my phone!
Me: I can't fix it because it's not broken. Your phone is not the problem.
SC: Yes it is, my wifi don't work!
Me: You are right it doesn't work, but the part that's not working is the part that doesn't have anything to do with the phone.
SC: You obviously aren't understand this. Look I gotta go, I'ma call back later and find someone who knows how to do their job. *click*



I get this call multiple times a week. So many people think it HAS to be the phone. Wifi is a finicky technology. There are so many routers and ISPs and wifi capable devices you never know how they will all interact with each other.

Not these morons again...

Let's review:
- You are a person whose time is very valuable
- You don't want to waste it talking to us
- You are the President/Owner of a midsize company and earn well over $100 000/yr
- Despite all this you apparently have only ONE phone that runs your entire business, which you now want us to not only replace free of charge but OVERNIGHT that replacement to you, also free of charge.
- And you're threatening to go to the our CEO if you don't get your way.

Sure, let me get right on that for you buddy.

Achievement unlocked - or not...

Phone unlocks can be a pain in the ass. My company has certain requirements that have to be met before an unlock can be done and even then there's a specific process to follow. Thanks to fraudsters, you just can't call up and get an unlock code anymore.

Don't get mad at me because you don't meet the conditions and got rejected.

Don't get mad at me because you might have to pay to meet said conditions

Don't get mad at me because your flight leaves in an hour and your need your phone unlocked this instant.

There is a cause to all these problems...and it's not me.

[Jay 2K Winger]

I get this call multiple times a week. So many people think it HAS to be the phone. Wifi is a finicky technology. There are so many routers and ISPs and wifi capable devices you never know how they will all interact with each other.

I have this problem myself with my PS4. It won't connect to PSN through our wifi, because the connection speed ends up going pathetically slow. Yet everything else in the house works fine on the wifi, including my laptop, which is just a few feet away from the PS4.

I tried resetting the router, but the problem persisted. I even dug out a mobile wifi hotspot device I have (which is on my limited data plan, not my folks' unlimited data plan, so I don't use it much), and the PS4 STILL couldn't get anything more than single-digit speed... until I put the hotspot directly ON TOP of the PS4.

Hence, I know the problem isn't the wifi, it's the PS4. One reason I'm going to be replacing it this weekend.

[ADeMartino]

He ended up cussing out my manager and hanging up without getting a replacement. Sadly, he called back five more times that day and managed to browbeat some rep into doing a claim for him.

Which is WHY people keep doing it. It used to infuriate me to no end when the managers at (long-defunct medium-sized midwestern/Atlantic-states auto parts chain) would allow customers to return auto parts that were clearly in good working order, or had been installed as 'test' parts - or worse, allow customers to return random greasy, nasty, rusted parts as 'cores' without a receipt. Gee, I wonder why that auto-parts chain isn't in business any more..... Can't say I miss them, either.

[otakuneko]

Hence, I know the problem isn't the wifi, it's the PS4. One reason I'm going to be replacing it this weekend.

Does the PS4 have internal wifi or is it using a USB adapter?

'cus USB wifi sucks.

All of them.

ALL of them. Because USB is a terrible interface for wifi.

[mhkohne]

I have this problem myself with my PS4. It won't connect to PSN through our wifi, because the connection speed ends up going pathetically slow. Yet everything else in the house works fine on the wifi, including my laptop, which is just a few feet away from the PS4.

I tried resetting the router, but the problem persisted. I even dug out a mobile wifi hotspot device I have (which is on my limited data plan, not my folks' unlimited data plan, so I don't use it much), and the PS4 STILL couldn't get anything more than single-digit speed... until I put the hotspot directly ON TOP of the PS4.

Hence, I know the problem isn't the wifi, it's the PS4. One reason I'm going to be replacing it this weekend.

Have you tried relocating it? Radio signals do funny things, and you might try getting it out of the cabinet or whatever and see if that changes anything.

[Jay 2K Winger]

Does the PS4 have internal wifi or is it using a USB adapter?

'cus USB wifi sucks.

All of them.

ALL of them. Because USB is a terrible interface for wifi.

Internal wifi. And if my 360-- which DOES have a wifi adapter attached to it-- can get signals just fine, then a next-gen console with built-in wifi should work fine.

Have you tried relocating it? Radio signals do funny things, and you might try getting it out of the cabinet or whatever and see if that changes anything.

It's not in a cabinet. Although, now you mention it, the problems seemed to happen shortly after I repositioned something else that uses wireless signals in the room-- the transmitter for my wireless headphones that I use for my 360.

I'll put the transmitter back in its previous location (which still isn't that far from the PS4) and see if the problems go away. If so, well, I now have an extra step involved in using the 360's headphones-- move the transmitter so it gets a clear signal to the 'phones, then move it back when I'm finished-- but if it gets my PS4 working again without needing to replace it, hey!

[mhkohne]

Internal wifi. And if my 360-- which DOES have a wifi adapter attached to it-- can get signals just fine, then a next-gen console with built-in wifi should work fine.



It's not in a cabinet. Although, now you mention it, the problems seemed to happen shortly after I repositioned something else that uses wireless signals in the room-- the transmitter for my wireless headphones that I use for my 360.

I'll put the transmitter back in its previous location (which still isn't that far from the PS4) and see if the problems go away. If so, well, I now have an extra step involved in using the 360's headphones-- move the transmitter so it gets a clear signal to the 'phones, then move it back when I'm finished-- but if it gets my PS4 working again without needing to replace it, hey!

It's worth trying. And remember - RF design is pretty close to black magic. So don;t be surprised when things that should have exactly nothing to do with each other interfere.

[Jay 2K Winger]

It's worth trying. And remember - RF design is pretty close to black magic. So don;t be surprised when things that should have exactly nothing to do with each other interfere.

Yeah, if this works, I'll be relieved to have a fix that won't require disconnecting everything and hauling it off to Gamestop.

[emax4]

The Final Countdown

SC: NO! I don't want to do any tests and I don't want you to try and fix it, it's broken, just send me another one.
Me: I'm sorry, we can't do that.
SC: What the hell do you mean you can't do it? It's a warranty claim, just file the thing and let me get off this call.
Me: We have to troubleshoot first, it's policy. If we don't get anywhere, then I can submit a claim for you.
SC: Look buddy, I'm not asking you, I'm telling you: REPLACE MY PHONE!
Me: and I am trying to explain to you that-
SC: NO! NO Fixes, no troubleshooting, I'm on the last day of my warranty and you WILL send me a replacement!
Me: I can't do that.

Me: Okay. I need your credit card number and the expiration date.
SC: BUT I AM NOT PAY--
Me: Credit card number and expiration date please. The only other way to save anything is for me to run the tests. Now credit card number and expiration date please...

[ADeMartino]

'cus USB wifi sucks.
All of them.
ALL of them. Because USB is a terrible interface for wifi.

I believe the culprit is power consumption. The WiFi adapter's RF section may draw more power than the USB port can reliably provide, particularly if you're dealing with the old 1.1 spec. I had an issue like this with an old IBM laptop of mine. If I plugged the USB WiFi adapter directly into the laptop, it would refuse to connect to the network, even if the laptop was in close proximity to the WAP. Windows 'saw' the adapter, had the correct drivers, had all network protocols installed, and reported no problems - but no worky worky. I also noticed that if I had the adapter plugged into a hub with another device, the other device would crash when the WiFi adapter was plugged in.

It was enough to convince me to try a powered USB hub - which, much to my surprise, WORKED. Plugged into the powered up, the WiFi adapter achieved a solid connection, even from the other end of the house, though to be honest the speed was a little disappointing - probably because the laptop port was USB 1.1.

[Jay 2K Winger]

Hey hey, turns out it was the 360's headset's transmitter that was interfering with the signal strength. Moved it back behind the TV, where I'd stashed it while installing the PS4, and bam, was able to download a system update that had been timing out over and over in just a couple of minutes.

Problem solved!

[TimmyHate]

Hey hey, turns out it was the 360's headset's transmitter that was interfering with the signal strength. Moved it back behind the TV, where I'd stashed it while installing the PS4, and bam, was able to download a system update that had been timing out over and over in just a couple of minutes.

Problem solved!

Out of interest what type of headphones are you using and what kind of connector they use?

I've got the Turtle Beach X42's which use optical - and therefore works with my PS4 or, even better, through my TV's optical out (no need to switch the cords)

[Jay 2K Winger]

Out of interest what type of headphones are you using and what kind of connector they use?

I've got the Turtle Beach X42's which use optical - and therefore works with my PS4 or, even better, through my TV's optical out (no need to switch the cords)

The 360 uses a Turtle Beach PX5. The PS4 uses official Sony wireless headphones. I forget what kind of connectors they use.

[otakuneko]

Turtle Beach PX5

Digital Wireless RF wireless carrier reception: 2.404-2.476GHz

"Well there's your problem." /Jamie Hyneman

Wireless B, G, and single-band N all run in the 2.4GHz range. Oh, and many cordless phones, too.

[mhkohne]

"Well there's your problem." /Jamie Hyneman

Wireless B, G, and single-band N all run in the 2.4GHz range. Oh, and many cordless phones, too.

Yea, that band is pretty much a free-for-all. A lot of newer cordless phones are moving to the 5.8Ghz band to get out of the way.