Shure and Sennheiser customer service woes

Been having some issues with some of our mics at work, and some phone calls to the technical teams at Shure and Sennheiser a couple of weeks ago proved helpful in the diagnosis of each mic.

So last week I sent each an email to their published addresses gleaned from their websites to arrange returns codes so their repair teams can put things right at our expense.

Yet, a week on, I’ve still not heard anything. So today I get to make more phone calls at our expense to chase things that have fallen through the net.

If you’re a business, and you bother to publish support email addresses and a process by which to use them, please can you at least respond in a timely manner? Businesses like mine will feel confident and continue to buy your products, paying a little more for the knowledge that you’ll support them. Lose that confidence, and we’ll move to buying cheaper products that end up costing us less both to buy and replace than a single repair process, while still giving us 90% or more of the performance.

Your ball.

More Be/O2 broadband routing issues


Looks like Be and O2 are having more routing problems – this time affecting traffic to OpenDNS servers and some others.  Things have stopped working several times on both Be and O2 connections I use in London over the last 24 hours, sometimes for a few seconds, sometimes for a few hours. Advice from both providers is to set router DNS to the original factory settings if you’ve changed them.  Thing is, they’re offering this advice in their online forums, and uh… well without working DNS servers to look at, affected users won’t be able to get to the forums in the first place.

Bethere and O2 connections still sticky

So it’s been a day or two now since Be did some works on their infrastructure and changed the status of their “Pages loading half way” forum thread to “fixed”.

Well, it doesn’t seem to be from where I’m sitting.  I’m still seeing anything between 4 and 10% packet loss to any web server, and pages requiring reloads more often than usual.  Others are noticing the same thing, and some on their user forums have even accused Be of simply brushing the issue under the carpet.

It’s clear there have been some significant peering issues affecting Be (and other ISP’s in the UK) over the last few months, and there seems to be a rather large group of customers who feel they’re not getting the service they’re paying for, because they’re not seeing the improvement they’re asking for – and to rub salt into their wounds they’re not seeing the ISP’s raise the issue successfully outside of their own organisations.

Whatever others feel, for me it would be nice to have some acknowledgement other than “we’re looking at this, please send us any info you can”.  It might just be a longer-term passing glitch.  Here’s hoping.

Bethere forum down?

Just got home from a social visit and thought to check on the status of Be’s ongoing struggles with Internet packet loss, and on logging into their forum I was presented with this screen:

Empty Be Forum
Where'd all the posts go?

Huh?  What’s going on here?

UK Internet Packet Loss issues

Pic courtesy

For the last couple of days I’ve been noticing that  web pages on mine or my wife’s Macs sometimes do not load completely.  I’m using Chrome and my wife uses Safari, which I think rules any browser-related issue.  I’ve noticed the same issue at work, so I ran some Ping tests and I’m finding something like 2-4% packet loss between our London office location and the BBC News website.  Usually I’d expect this to be 0%.  No wonder some things aren’t loading properly.

The issue occurs regardless of whether we’re using WiFi or cable to connect to the router.  Given that O2 and Be share some backhaul for ADSL2 services I’m not surprised that I’m seeing the same issue at home (O2 24Mb) and at work (Be “Pro” 24Mb).  What did surprise me was trying our BT Business Broadband 8Mb ADSL connection and finding the same issue, with similar frequency.

A thread appeared on the Be customer forums yesterday, but I cannot link to it here as it needs login credentials.  What I can link to is a related post on the Be unofficial usergroup, explaining that “Strange Things” are ongoing – affecting traffic to random websites at random intervals.

I’m wondering if this is a common experience, and whether anyone out there knows what the problem is?