Technobuddy

By Ex-Support

May 4, 2007 11:13 AM | Link to this

I used to provide technical support…It was up there with one of the worst jobs I ever had!
Most end users did not know what they were doing. A lot of people wanted you to teach them how to use a pc. A lot of people would buy a computer and then call support to see what they bought instead of hooking up the pc. If it was a problem with Microsoft products then calling them was a PAIN! Everyone spoke broken English and read from a script. So it is a pain on both sides.

By Meg

May 4, 2007 11:38 AM | Link to this

I will never buy a Gateway again. We used to have a house full of Gateway products but their customer service lies and cheats. They didn’t even respond to a Better Business Bureau complaint. Last year we bought 4 HP laptops and a Dell desktop to replace our Gateway stuff. No problems so far. We haven’t needed customer service, which is a pretty good commendation in and of itself. I think a product is a success if A) you never need their customer service department or B) you need customer service, but they resolve your problem quickly. Gateway failed on all counts.

By Michelle

May 4, 2007 11:58 AM | Link to this

I will tell you who provides the world’s worst customer service: AOL. If you make the mistake of signing up for their “free” service and then call to cancel it, they will not listen to you. I’m sure they are just following orders to discourage the customer from dropping, but no matter what you say they won’t cancel the service for you. You can say “I don’t need it, I don’t want it,” they’ll come back with, “Well, we don’t really need tv either, do we?” I had to scream profanities at them before they would finally realize I was not keeping the service, then they came back with “What’s the reason again, too complicated to use?” Don’t ever sign up for AOL.

By C. Henry Adams & BIE

May 4, 2007 1:12 PM | Link to this

Bill,

We read your column this morning and had a prepared statement…then someone attack our computer.

Nevertheless, we don’t give up or give in…because we understand that thee secret in compromise is to ultimately be successful.

Therefore, they erase our information and we wrote it again even better.

Anyway, we strongly agree with your advice.

However, we would like to add comments in steps as to how we are successful in getting customer service as well.

1) Everybody should know that if you want to get results, always go to the top of that particular company. If this is a successful approach, then your needs should trickle down to the appropriate Official. Note: Always use this advantage as a last result, not first.

2) When communicating effectively with some one via email, (If lucky) try to follow up by some other means, say by telephone calls. Don’t settle for the “generic brand” email on the website- find a more personable email address (Employee); with careful research.

Also, some companies have instant messaging programs where salespersons or technical support people can come online “live” and chat with you. Look for those links.

3) The quickest way to get “no” results is to be angry, nasty, condescending or curse someone out. The quickest way for a technical support person to lose their job is to be angry, nasty, condescending or curse you out. Remember, you have the consumer power,so be polite, utilize tact in your discussion, take “No” as not being the correct answer…then, find a “work-a-around” to your problem.

4) “How to avoid outsourcing and make a direct contact with the Company?” If you are lucky, find out the operation hours of the company, call the number to the office during those hours. If you call after working hours, you maybe redirected to an outsource company in the Pacific Ocean Region of the World.

5) If you can’t get the help from technical support, call the sales person or account representative who sold you the product. If this individual believes in long-term business relationships, they should get you the assistance you need, especially if you insist politely.

6) Finally, if all fail- go to the company’s web site, look for for either “Investor’s Information” or the “About Us” Page. There you should find information on the Chairman or President of the company, before gathering that person’s name…stop a moment and do a little research on the person first. Then, contact that person’s office. Often times you will be intercepted, if this occur…when you ask to speak with the person…ask for his/her administrative assistant or ask for executive services.

Just a thought.

C. Henry Adams & BIE

http://www.networkingmenu.com

By Duke

May 4, 2007 5:08 PM | Link to this

Unless my computer is completely shutdown, I like email tech support. I can write the email, then do other work until the answer comes. It takes several days, or maybe weeks, but the actual time spent on the problem is less than the other ways. Also, I can spend some time thinking about my replies. I have had pretty good results with email. Of course, I use small, non-brand name companies. My recent computer is a Dell, and I had much worse luck with them using email tech support. Still, it is no small inconvenience to spend all that time on the phone.

By Technical Support Representative

May 4, 2007 6:27 PM | Link to this

By Technical Support Representative

I empathize with “Ex-Support’s” comments. A Technical Support Representative Job can really be one of the worst jobs out there for various reasons.

You have to be sensitive to the customer and at the same time be insensitive when you are unable to meet unrealistic customer demands.

The issues may begin with poorly managed companies with poor employee training, poor communication, and poor equipment.

One of the main problems with most customers is that they call for support and do not understand the written terms and conditions of their warranties and what is actually covered and what is not covered.

Most customers don’t understand that cursing, making threats, and attacking the support representative does not help resolve their problem quicker. Some companies actually allow the representative to hang up on abusive callers.

The technical support representative is under pressure to provide results through “AHT” or Average Handle Time. Some companies may require an AHT of 6 to 7 minutes per call. Many customers who purchase extended warranties through 3rd party companies never register their computer equipment and do not have their registration information readily available when calling in for support—basic info such as Name, address, phone number, manufacturer, model number, serial number, of their products. A registration call itself can easily take over 6 minutes alone. From here on out the support rep is under extreme pressure to get the customer off the phone in a polite and tactful manner and has very little time to resolve the customers covered problem.

Some computer companies have found a competitive edge by outsourcing their technical support to countries like India where they can pay the representative about $4-$6 U.S. dollars per hour without any employee benefits. These technical support calls can last 1 to 4 hours and good luck trying to understand someone with a heavy Hindi accent.

By Mary

May 4, 2007 9:33 PM | Link to this

I’ve had both good and horrible experiences with outsourced technical support calls. But the bad ones are really unbearable. And these are the sort of jobs that are needed in America. I know people say - true or not - that there are plenty of jobs that Americans wouldn’t do. But technical support doesn’t fit in that category. So companies that outsource hurt us several ways - the support isn’t usually as good and it means another job lost in America. If they want to sell Americans, then they - I know this is corny but it’s true - should hire Americans.

By David K

May 4, 2007 10:14 PM | Link to this

Maybe of base a little but Bill you should look at your own house. Ever try posting a ad with AJC’s internet program. It is absolutely the pits. And then try to get CS to help you is like dealing with children. The AJC should be ashamed.

By Michael

May 4, 2007 10:21 PM | Link to this

I did DSL tech support for all of two weeks. Why? As someone already mentioned, end users have little to no knowledge of what they’re doing. I spent an hour on the phone with a guy who thought I could tell him his Windows password. Most people that call don’t bother to just restart every piece of equipment they have first (which is the first thing EVERY tech support place will make you do). If you get past that, you have to rely on what some nitwit is telling you about their computer. “Do you have Windows 2000?” “What’s a Windows?”

Maybe people should learn more basics about a computer before buying one. If you don’t know how to put gas in your car or check your oil level, you don’t need to have one. Same thing goes with if you don’t know, at the very least, what speed processor, amount of RAM, and version of your OS you have.

Alas, I switched to my Macs and can stay in my shell away from all the craziness in the Windows PC world. (Psst…the one problem I have had in nearly 2 years was because I wasn’t using an Apple keyboard…and this is on the Mac Mini, their cheapest model!)

By Jon

May 4, 2007 10:40 PM | Link to this

My list of worst Customer Support companies:

Dell - we bought a bunch of their machines at work and I had to try and keep them running. Their strategy was to frustrate the customer enough to leave them alone.

Earthlink - Mindspring was great, but when they sold out to the Scientologist, CS was the pits.

AOL - When my mother died I had to cancel her account. Nightmare. They even tried to get me to sign up for more services.

(My current ISP, (Cox) is great.)

I learned to buy my computers from a local shop down the street instead of a Big Box store or by mail order. I pay a little more, but I don’t get a computer weighed down with useless software, they know I’m a returning customer, and the give me support.

By Bill

May 5, 2007 10:45 AM | Link to this

Jon, yes, the old Mindspring - to me at least - was amazingly good when it came to customer service and tech support. I honestly can’t think of an ISP that comes even close to the way it treated customers.

By Rob

May 5, 2007 4:19 PM | Link to this

Actually be in front of the computer with it on when you call, especially if you are not fluent with the computer to begin with. I used to do tech support, and I can’t tell you how many calls I got from people having computer problems and they are in their car driving back from the office. They don’t remember what the error said, what they were doing to cause it, other than xyz isn’t working. Yet they want to speak to a supervisor when you say that you don’t have enough information to help.

By Sped Teacher

May 5, 2007 4:45 PM | Link to this

ProCare keeps my MacBook in tip top condtion. I’ve been a Mac person since 1987. My previous school system was Apple and I took every class they offered.

Ever try the Genius Bar? Expert help with a smile. Thank you Lenox Apple Store.

By Scott

May 5, 2007 8:23 PM | Link to this

Yes, Macintoshes are the superior machine. And they can work miracles.

My sister’s child, Ronnie, grew up using a PC but the family switched to Macintoshes about 2 years ago.

Within 2 months of owning a Macintosh, Ronnie’s life long stuttering problem disappeared.

By C. Henry Adams & BIE

May 6, 2007 1:30 PM | Link to this

Bill,

We’ve came back to this particular article of yours from time to time this weekend just to observe the various comments made about customer

service and from what we gathered- there are issues looming that can be repaired.

But, of course with every problem, you will face daily in life there is a solution…its just whether or not its the right solution.

Anyway, just from observation we noted the following:

Big Business is more concern with the quantity then the quality, even when it comes to Customer Service. So, instead eliminating one problem they are creating many more issues in the long run.

For instance, I would use this story (A Southern Fable written by me) as an example to best explain the point.

There are two siblings (a Brother & Sister) who are adults and live together in the Ole Family Home. One day, the dryer used to dry their clothes “kicked the bucket” (The motor within it stop working). With no motor to spin the clothes and dry them, they resulted to the Ole Family Clothes Lines in the backyard.

Well, the Brother was a Contractor by trade and worked many hours, he was always rushing to do anything his entire life. The Sister who was an Artist worked on her paintings whenever inspired and was not so incline to be in a hurry.

Anyway, both desiring to dry their clothes after each load comes from a wash cycle, place their items on the Ole Family Clothes Line to dry via the sun & wind. The Sister carefully toke Clothes Line hangers, spread out a few items and neatly display her goods. Whereas, the Brother who was in a rush, briefly shake his items, laid them on the lines utilizing less space as possible, but overloading the line just because he “wanted” more clothes to dry.

In the end, during whatever temperature or sunshine exposed, the Sister clothes would dry faster with less wrinkles to iron out saving less time to properly prepare her clothes to wear.

Whereas, the Brother would have to allow his clothes to dry outside overnight into another day. Then, once they were dry, he would spend extra time- out of his already busy schedule ironing for additional hours just to get the wrinkles out.

The moral of this story, when there is a need for quantity over quality, quality will always win regardless. It takes great marketing power to draw thousands of people to your product or service. It only takes a few people to leave you shirtless due to poor service.

A standard practice in Customer Service is badly needed. There is no other way around this ongoing issue in every industry producing large

quantities of goods or services.

Just a thought.

C. Henry Adams & BIE http://www.networkingmenu.com

By Larry Hymo

May 6, 2007 3:40 PM | Link to this

My recent experience with hp’s technical support was good.A new laser printer didn’t support postscript fonts except for those native to the printer. The tech figured it out in a flash. The software that came with the printer installed the wrong driver. Fixed in no time.

My hearing isn’t too good, so I had a little trouble with the tech’s dialect, from wherever he was, but he was patient as we worked through that.

By Political Mongrel

May 6, 2007 7:56 PM | Link to this

I’ve had very little trouble with bellsouth.net’s tech support. My well-in-the-past dealings with AT&T’s support were horror stories. As a current bellsouth/att customer, I’m waiting to see what comes next.

By vaughn

May 7, 2007 3:07 PM | Link to this

I bought a top of the line Dell on a corporate employee sales account. One of the draws to this “employee” plan was supposedly a higher level of customer service. I purchased extended customer service as well to further reduce potential problems. WASTED MONEY! When I had problems, I called in and was told it was the wrong number. I’d try the new number and they’d say the same thing. 17 numbers later I was getting the same story! At an average wait time of 30 minutes plus, I finally gave up. I believe this was their intent all along. If anything goes wrong with a Dell, you’re on your own. I have $300. worth of credit and never intend to use it. They won the battle, but hopefully they’ll loose the war if enough people realize it’s not worth saving a few bucks if they won’t stand behind their products.