Ticket #417: From Bad, to Worse, to Wowed

How OneVision saved the day when a client’s attempt to troubleshoot their own issue made the situation far worse.

The Challenge:

Convinced that a reboot is the cure to almost any technology hiccup, many clients fall into the habit of performing their own troubleshooting every time something goes wrong. Sometimes, they resolve the issue. But other times, they only end up making the problem worse. Saving the day when this happens is the perfect way to wow a client, as illustrated during this recent service event…

OneVision’s Role – Instant Triage:

We received a phone call around 10:45 AM on a Saturday. The homeowner stated that he had been unable to get video to display on his Apple TV. He went on to explain that he had experienced this issue before and that, whenever he did, he could resolve it up by rebooting the device.

This time, however, instead of pulling the plug on the Apple TV, he had chosen what seemed like a more convenient option — rebooting the entire power strip. Doing so succeeded in resolving the original video issue. Unfortunately, he had also succeeded in killing cable and internet to his entire home. To make matters worse, he and his wife were getting ready to leave town while his mother stayed in their home to watch the kids.

In the course of working through some diagnostic questions, our OneVision Specialist discovered that, not being aware of standard troubleshooting practices, the homeowner had waited less than a second after killing power to the system to turn it back on.

Recognizing that this error likely caused a glitch in the ISP’s modem/router, which was plugged into the local power strip, our Specialist walked the client through the process of properly rebooting the necessary devices, including the battery backup on the ISP’s ONT. He then ended the call by recommending that the homeowner contact his provider in 30 minutes if the issue hadn’t resolved by then, and walked him through exactly what to expect on the call.

The homeowner sent an email reply later that afternoon which read, “…a quick call to [my ISP] cleared everything up­. It went exactly as you predicted… Thank you for all of your patience and for explaining everything today. I honestly can’t think of a better support experience. You were very knowledgeable and an absolute pleasure to work with.”

Our Partner’s Role – Advanced Support:

Our Partner never had to get involved. Instead, they got to enjoy their Saturday afternoon uninterrupted. Having been bailed out of tight spot by a friendly, knowledgeable, and patient Specialist, the homeowner was relieved and extremely appreciative for the help we provided on our Partner’s behalf.

To see how we can come to the rescue for your clients while you enjoy some hard earned time off, call us today at 617-778-2515, or use the contact form below to drop us a note!

OneVision Resources, Inc.

11 Elkins St. Boston, MA 02127

(855) 665-2130

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