eBay Experience, Part II
I bought a wireless router a couple of months ago. Since I didn’t think I would get much use out of my old wired router, I decided to sell it on eBay. A few days after I sent the router to the guy that won the auction, an email correspondence began.
Him: I just got the router you sold me and it doesn’t work. Can you help?
What I’m thinking: Well that’s not much to go on. I know it works because I tested it before I sent it to him. I better not get a bad rating because this guy can’t follow instructions.
What I tell him: I tell him that I’m not sure what kind of problem he’s having. I guide him through the process of resetting the router and logging onto it. I tell him that then he must configure the router. I point out the instruction manual and setup disk that both guide you through the process of setting up the router. I also give him a link the website which also has instructions.
Him: I plug in the router and can’t access the internet. I already tried to reset it. What else can I do?
What I’m thinking: Is he just plugging it in and expecting it to automatically work? Did he even read my last email? I wonder what kind of connection he has.
What I tell him: I ask him if he has cable or DSL. I ask him if he can log on to the router. I ask him he has another computer he can try to connect with.
Him: I have DSL. Is there something specific I have to do before I can connect to the router?
What I’m thinking: Has he not been paying attention to what I’ve been saying?
What I tell him: I tell him that he can’t just plug it in and expect him to work. I say that he has to log into the router and configure it to work with his DSL connection. I told him that I could probably do it in less than 5 minutes if it was in front of me, but I can’t remember what the screens and menus look like. I once again give him instructions and point him and remind him of the instruction manual.
Him: I think I got it to work. Thanks for the help. It was good doing business with you.
What I’m thinking: It’s about time.
What I tell him: I tell him that I’m glad he got it to work and that I hope he enjoys using the router.
I guess I’m too hard on people that aren’t good with technology. You would think that he would realize that since he has to log into his DSL connection he would realize that he can’t just connect the computer to the router and expect it to work. Maybe he doesn’t have to log into his DSL. Maybe he does log into it and doesn’t realize it. And you would think that he would be able to follow simple instructions designed for people that aren’t technology oriented.
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