customer service

Yesterday I emailed Linksys a link to my post about Linksys SRW224G4 switch being unusable with firefox and other FOSS browsers. The only response I received was an auto responder telling me to expect a response within 24 hours. After over 28 hours and another email, I still had no response. I wasn't expecting to get a "it has now been fixed, please test with this beta firmware - [link]", but I did expect something along the lines of "we have received your message and have forwarded it to the relevant section, you should receive a response in the next 5 business days". Instead of waiting any longer, I called Linksys.

After calling I spoke to one of the front line helpdesk people who put me though to Wendell, a Senior Technician at Linksys. I also spoke to Wendell last week about my problems with their WebView webGUI on the SRW224G4.

Wendell again told me that it worked with Internet Explorer 5.5+ and that I may find that some pages wouldn't work properly with firefox. After pushing Wendell, he agreed that it wasn't a case of some pages not working properly, but the unit was unless with any browser other than IE. He also told me that this was an issue which had been known by Linksys for some time, and that currently they have no plans to fix support for browsers other than IE 5.5+. I asked for information about where this was documented, Wendell pointed me to the release notes (a MS Word .doc) for the version 1.2.2a firmware for the SRW224G4/SRW248G4 which is only designed for revision 1.0 hardware - I have a revision 1.1 model, which doesn't have any firmware updates available.

The release notes contained the following information at the bottom of page 1.

8. Web browser availability
The web management interface is best viewed using Internet Explorer 5.5 and up, with a resolution of 1024 x 768. In the current software version, certain pages cannot be viewed well using other browsers. It is recommended to apply the following workarounds.

[then on the next page]

Note: Internet Explorer web browser must be installed prior to running the following procedures.

This is the first time I have ever been told that I should read the release notes for the latest available version of firmware for a device before purchasing it as the release notes may contradict the data sheet for the product.

The datasheet states

Features
[...]

• WebView monitoring allows administrators to view the current status and configuration using their favorite web browser

Under the management heading it states:

Web User Interface Built-in Web UI for easy browser-based configuration (HTTP/HTTPS)

The minimum requirements are pretty clear too:

• Web-based Configuration Java-enabled Browser
• Cat5 Ethernet Network Cable
• TCP/IP Protocol installed on each computer within the network
• Network Adapter installed in each computer
• Network Operating System (e.g. Windows®, Linux, MacOS X)

My favourite browser is firefox, and I have java installed (although I see no need for java in the webgui), but I still can't administer my switch.

Instead of sending the unit back to the retailer for a refund, I would much rather see Linksys fix their faulty product.

These days, firefox, and other gecko based browsers, aren't niche browsers, they have a growing market share, not only in Australia, but globally. Large vendors should be supporting open standards and platforms, not just the dominant player.

I would recommend that anyone looking at purchasing any Linksys equipment look for alternatives which are more Free/Open Source Software friendly.

A link to this post will also be sent to Linksys, not just the help desk this time, and I will see what response I get. Keep watching.

Yesterday afternoon I received a txt message from my CALLscreen. service. The message was as follows:

ERIN FROM VODAFONE RE JUST WANTED TO ENSURE YOUR HAPPY WITH YOU SERVICES

That was it. No "call me back on 555 1234" or "will call you back later on today". Notice the use of your and you instead of you're and your?

Here is a list of issues I currently have with the service:

• About 10% of my calls go straight to CALLscreen, even when I not on the phone, no missed call or anything. My handset is a SE v600i
• My Nokia 6280 which was purchased under a 2 contract is almost useless yet my contract has 11 months to run. The warranty ran out at about the same as the phone stuffed up.
• I would switch the phone I have on the Talk&TXT plan over to the $29 Jumbo Cap, but this is only available on prepaid.
• 3G enabled the Tecoma tower, so I can get 3G call the way home from work
• The Delight offers every 12 months is a nice touch, I am looking forward to getting a swiss army knife and magazine.

I would also be interested in seeing if I could get a better deal than the following, all postpaid on one bill.

• The old $79 Super Cap (the one with CALLscreen included) with about 11 months to run
• Talk&TXT with a monthly spend of about $40
• 1Gb UMTS mobile data through Virgin $30 per month
• 365 Plan prepaid mobile for sending the occasional txt message when a server falls over, this one isn't important

I have an ABN if that makes any difference to what can be offered.

If anyone has any ideas please feel free to leave a comment.

I would have been happy go through all of this Erin yesterday, but I wasn't given the opportunity to do so.

PS If you want to give me a Nokia N95 I will happily accept it and review it here after 2 weeks of use. hint hint :)