Not satisfied with the souped-up version of my 802.11g wireless network, it was time to upgrade to the latest MIMO model. The real reason for the switch was so I could stream audio out to the garage, where I have a receiver. That would all me to play all the audio files that now reside on my PC outside on the patio. With the G router, I sort of got a signal, but not one that was consistent enough to stream the audio. So off to the electronics megastore I went, in search of the latest and greatest.
I assumed that installation would be a plug and play processswap out the old router and swap in the new one. All my older devices should have no problem getting a signal. The only difference should be that the signal is stronger.
Silly me. After spending most of a Saturday trying to get the router configured, both on my own and with the company's tech support, we decided that I had purchased a faulty router and should exchange it for another.
Here's an interesting anecdote: the tech support person wants me to go to the company's Web site to configure the router. If I could get on the Internet, I wouldn't need tech support. Hmm.
So back from the store with a new router (a week later), I tried again. Same problem. Back to tech support. This time I was routed (no pun intended) to a higher level of tech support. This technician discovered that the firmware loaded into my router was an older (non-functioning) version. Imagine that! So he had me download the latest version and install it. That immediately solved the problem.
While that eventually worked, that's far a from a satisfactory resolution. Nowhere on the company's Web site did it mention the need to download new firmware. And a less-patient user would not have come home with another router; they would have simply asked for a refund.
Why does our industry continue to give itself black eyes?