We sell routers, some of them equipped with built-in wireless access points.
Customer: “YOUR CRAPPY ACCESS POINT IS A WORTHLESS ****! I CAN’T BELIEVE I BOUGHT IT! I WANT MY MONEY BACK!”
Tech Support: “What seems to be the trouble?”
Customer: “I CAN HARDLY CONNECT TO IT WITH MY LAPTOP! EVEN IF I STAND RIGHT NEXT TO YOUR **** MY LAPTOP STILL SAYS CONNECTION QUALITY BAD. HOW CAN YOU SELL THIS CRAP?”
After about 15 minutes of ranting and trouble hunting, we finally concluded that:
The customer bought the entry-level model of our router.
That model does not have any built-in access point.
When the customer activated his laptop’s wireless client, it did, however, still manage to connect to an access point.
The access point his laptop connected to was found out to be his neighbor’s wireless access point.
His neighbor’s house was a good distance from his, hence the low connection quality.
Even though he bought a router from us and an Internet connection from a provider, he didn’t actually use them.
We doubted his neighbor would appreciate this, if he found out.
And the customer’s reaction to this news?
Customer: “BUT HOW CAN YOU ALLOW THIS TO HAPPEN! I THOUGHT YOU HAD A FIREWALL IN YOUR CRAP! IT SHOULD HAVE STOPPED MY LAPTOP FROM DOING IT!”