I called to received help from a technician connecting to my work computer VPN from my personal…read morelaptop . The technician Lauren was sharp and unwilling to listen to all the details before adamantly stating that I would not be able to perform the task because the two devices were using the same network . She would not let me explain that my personal laptop was connected to a separate network from that of our work computer . I know I'm not an idiot and I could tell that her tone was annoyed and frustrated . She would not let myself neither my boss that had to step in explain that we had done the task before and just needed assistance with passwords. She was so adamant about the task not being able to be performed based upon the limited information she had. At that point I just wanted to speak to a tech that would listen. Once I called back to explain the situation to Josh that I was wanting to report my experience to her superior because I felt as though she was rude. He became very defensive and stated that he heard the entire conversation and didn't think she was rude and then basically hung up by transferring me to another tech. The point is i was able to connect to my work vpn from my personal laptop while at work , a task that I was told by Lauren could not be done . I was forced to rectify the situation on my own vs. get the proper assistance needed which is why we pay Nation Networks. To help us solve technology related problems .I wish the techs would have taken the time to allow me to explain all pieces involved before telling me that I couldn't do the task .She offered no solution , no alternative and I did not get the sense she wanted to help. Which as a customer you can sense. I think Josh telling myself a long time customer that he overheard the conversation and she wasn't rude was the most absurd response I have ever been given . That wasn't even his place to make that comment . All he needed to do was direct me to someone that could be unbiased to the situation and hear my complaint and get a resolve. I deal with customer complaints all day and I would never tell a valued customer that the way they interpreted an event was wrong and just dismiss them. If I did I might lose my job . I would try to make peace and make the situation right . I hope that superiors will step in and reach out to our company employees because the way we were handled today was completely unacceptable. The biggest point I want to get across is that the reason for the call , the problem i needed assistance with was solved on my own. I was told it was impossible to connect to my work vpn from my personal laptop while at work because Lauren assumed the two devices were connected to the same network but they weren't and she never gave me a chance to share that valuable piece with her .

Veteran Owned! These techs are professional and are APPLE certified! Timely service and great…read morecommunication. Matt was friendly and professional and kept me update on all that he was doing in my iMac! Highly recommend this agency. They have also performed work at the Fractionator I work at as well.