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Tech Support Getting Even Worse

Posted by timothy on from the you-mean-it-was-useful-once dept.

ehiris writes: "Came across an article on CNN about tech support falling out of the useful category. The interesting quote: 'In part, the problem can be blamed on tech companies' attempts to cope with shrinking profit margins and a bad business environment.' Bad tech support makes life hard and new technology becomes undesirable to the general public. Which company has the best support? What are they doing well? What would you like to see improve about tech support?"

3 of 527 comments (clear)

  1. sigh... by adam613 · · Score: 2, Troll

    Yet another thing Microsoft has forced the world to get used to...

  2. Gateway Support Is Terrible by fahrvergnugen · · Score: 2, Troll

    Here's the transcript of a conversation I had with Gateway a year or so ago. The chats at the beginning were conducted with a piece of software called "e-Gain" that's designed to help techs be more professional in online chat and allow them to type less. The net effect is that the customer feel patronized and like they're talking to a bot.

    http://www.fahrvergnugen.net/journal/index.php?y ea r=2001&month=03&day=19

    (be gentle, it's only a K6-3)

    --
    Even Jesus hates listening to Creed.
  3. If you think that Tech Support is screwing you.... by praveus · · Score: 0, Troll

    Then return all of your products and don't ever buy from that company again. It's as simple as that. Each and every manufacturer that treats you unfairly should be avoided in the future. At some point, they'll all screw you and you won't be buying any equipment that you don't understand, and everyone will be happy. As a former Tech Support Rep, it really pisses me off that people complain about this shit. Really, now people, if you don't want to understand the technology, you are never going to be able to use it to it's fullest potential. It all goes back to the well know "Magic Box" problem. "If you think of your as a magical box that will do whatever you want/need it to do for you, without any effort, knowledge or study on your part, you don't deserve to own ." This discussion will go away when the general public (that vile, despicable mob of generally sane individuals who lose all redeeming quality when they walk into a computer store) finally grows up and realizes that the "I don't have to understand it, I'm paying you to do my understanding for me" attitude doesn't work with this stuff. Take your car to Jiffy lube, you deserve it if they put the wrong kind of oil/filter in. You could have avoided the problem by doing your own oil change or at least learning enough about the car to watch them and know whether the grease monkey in the pit is doing stuff right. Stop bitching and take some personal responsibility for your own shortcomings.