Slashdot Mirror

Clifton Forlines writes: "Jupiter Media Metrix released a report on Monday about PC gaming - here's one of the more interesting tidbits: 'Similar to past years, Microsoft Windows-bundled games dominated the top rankings in October 2001: Solitaire was number one, with 21.3 million users.' A little math tells us that americans spent about 24 million man-hours in October on Solitarie (estimating that each user spent a little more than an hour over the whole month) That corresponds to about 1 million man-days, or around 2740 man-years! For comparison, I looked up these numbers... Empire State Building: 7 million man-hours (a mere 9 days of Solitaire), Panama Canal: 20 million man-hours (a mere 26 days of Solitaire), Apollo project: 15.5 billion man-hours (or a mere 52 years of Solitaire) Think about it!"

Standing behind a product is the seminal moral responsibility of any manufacturer, both in terms of what's smart and what's right. Customer and tech reps are nose-to-nose with the public when it comes to new technology. That means it's critical to provide genuine, easy-to-access, responsive tech support and service. But the very phrase "tech support" has become an oxymoron, an indictment of an arrogant and elitist industry. And a new survey by Jupiter Media Matrix suggests that tech support and customer service are getting worse, not better. (Read more).

Tech support has become synonymous in most consumers' minds with corporate arrogance and greed, the dehumanization wrought by technology, and the frustration millions of people have felt at being hung out to dry by computer makers, access providers and online retailers. People struggle to assemble products, to install software, to access the Net and the Web, to locate passwords, codes and IDs they belatedly discover they need (or have just misplaced). No other business would survive a month operating this way.

Customer service and tech support are the contact points between the public and much of contemporary technology. It causes the greatest fear and anxiety, generates the most anger and resentment; it's become a scandal, branding the computer industry as perhaps the most insensitive and exploitive in America. Computer manufacturers and software-makers make used-car salesman look thoughtful and concerned about their customers -- at least you can go back and find the lot where you bought the car.

Customer service and tech support are constantly being promised and invoked, even as they are rarely delivered. Extortionate service contracts are now routinely offered -- special arrangements by which people who spend thousands of dollars on hardware and software spend hundreds more just for "priority access" to get the kind of minimal support that's standard in other businesses, and that ought to be included free with their purchases. Can you imagine paying extra to call up the store that sold you a sofa to ask where the legs are?

This week, the research firm Jupiter Media Matrix will release the results of a survey showing that while some companies doing business on the Internet are actually responding more quickly to customer e-mail inquiries compared to previous studies, those gains have been more than offset by a sharp increase in the number of companies that don't respond at all.

Of the 225 U.S. companies Jupiter surveyed in February, 38 percent responded within six hours or sooner to an e-mail message sent to customer service. That was an increase from 29 percent in Jupiter's previous survey in September. Only 16 percent of the companies responded with 6 to 24 hours, compared with 25 per cent last fall. The percentage of companies that responded to customers within a day, therefore, remained static at 54 percent; note, though, that many of those responses were in the form of automated e-mails. That doesn't mean the customers complaints were addressed or satisfied.

And here's the truly shocking and maddening finding: 24 percent of those companies surveyed didn't bother to respond at all, up from 19 percent last fall.

But nobody really needs a survey to know that tech support is a nightmare. Support and customer service jobs are often considered boring, low-paying and difficult. The more noise companies make about providing customer service and tech support, the worse they seem to treat the people they hire to do it, paying them little and overloading them with cases -- almost ensuring high turnover rates and bad service. It's hard to keep good people in those jobs, and those who stay are generally miserable and stressed out.

Small wonder they catch the brunt of consumer wrath at the outrageous way in which computers and related products and products online are sold and serviced.

The average consumer, according to a Jupiter analysts, expects a resolution of her complaint or query within six hours. They're not likely to get it. At a minimum, consumers are entitled to e-mail response within a business day, instand and equal access to customer service reps if they need it, and prompt resolution of their problems.

From my personal experience, and that of others, some companies -- Amazon, Microsoft, Dell, Hewlett-Packard stand out. They answer e-mail queries and complaints promptly, and provide instant and knowledgeable support. (Microsoft, though, charges customers extra for those "priority" contracts which put them on the top of long phone queues. Hewlitt-Packard takes calls as they come, spares customers complex and eternal phone menus, and even helps customers who haven't paid extra. Dell customer reps stay with customers throughout the life of a complaint. Consumers actually have a name and a number to call, even if the problem takes days to resolve.)

But as the Jupiter survey suggests, tech support generally remains miserable for most people who buy products online or need technical assistance. I'd love to see a survey of how much time and money has been spent by people trying to reach companies that abandon them to elaborate phone menus, keep them waiting for hours on hold, then often can't or won't help even those who survive the access process. As bad as it's been, apparently tech support sucks even more than it used to.