15 Jul 2003 jclement   » (Journeyer)

So for fun today I thought I would phone Telus and have them fix my reverse DNS. I host my own DNS but for some reason Telus prefers to host the reverse DNS (fair enough). They have this little web tool for updating said reverse DNS. But it doesn't work anymore.

So after only about 43min on the phone with Telus I managed to convince their first level "analyst" that their servers were indeed serving my reverse DNS. I think I repeated myself four times and each time he put me on hold for about 10min. He had to speak with the senior analysts to confirm even that. Then he wanted to login and look at my settings for the web based tool for updating reverse DNS and the guy actually asked me for MY password. It seems that Telus tech staff doesn't have access to go in and look at this stuff through some sort of administrative backend.

Anyways. After all that the final decision by the Telus guy was that I only made my changes a week ago and Telus's servers take up to two (2) business days to update. It seems that he couldn't grasp that one week is significantly longer than two business days regardless of whether it was over a weekend or not. I'm so impressed by the quality of the support staff. Grrr. Oh and what's with the two business days. Do the computers need vacation time? Or is some poor tech editing zone files by hand each time we make changes.

What is it with support these days? I remember the old days when you could phone a company and get someone with at least some idea of what was going on.

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