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Community weekly poll: What's your biggest gripe about tech support?
- 11/23/05 11:15 AM
Don't need tech support but...
by dethcreeper - 11/25/05 3:13 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I don't tend to use tech support.
The only time I did need them was when I was first setting up my ADSL connection and that was only because they had messed it up.
I work in tech support so I know some of the issues people have which is why I don't really use them as I can fix most problems myself unless the connection goes down and then I just go off and do something else and try later on.
When people call through who are really annoyed because they can't get on line for what ever reason just remember that it is a human on the other end of the phone. It is not their fault you don't have a connection.
Some end users just do not have a clue about computers but hear that the internet is great so off they go and buy a pc and then expect it to work for them straight away without having a clue about the workings of it or how to protect themselves on line.
If they took some time to get to know how to use a pc then their problems could be halved.
You get people calling through who complain that their connection is slow yet they don't have a firewall, anti virus or a spyware removal tool.
Their kids end up downloading all sorts of rubbish and then wonder why it won't work. I mean you wouldn't complain to a garage that your car won't start just because they didn't tell you that you had to fill it up with petrol to make it go would you!
Take some interest in them and maybe then things will work better for you. Ignore the fact that it's an electrical piece of equipment and that yes they can break if you do not do some basic house-keeping and you have no one else to blame apart from yourself.
The Language Barrier
by rdofnc - 11/25/05 3:37 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
It's definitely trying to talk to the "Help Desk" folks somewhere in Asia or wherever. I have no doubt that these are capable people, but it's just not a good thing...trying to discuss a techical issue with a person who has only a rudimentary grasp of English and an unfamiliar accent.
Biggest gripe about tech support
by rsolomon - 11/25/05 4:26 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Two words: "OFF SHORE"
I AM technical support!! A voice in the wilderness
by MaTechie - 11/25/05 4:27 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
...however not for a large company as many have quoted. I work for a UK university and setup/repair hardware and deal with all manners of problems, from software to printing to networks. One problem is that users either can't/don't/won't explain the problem (I don't 'do' jargon, so can easily cope with 'normalspeak')or they expect you to be psychic!! I try to give them a brief overview of what caused the problem and/or the solution. Some want to know and listen, others have 'lights on and nobody's home' outlook. I deal with hundreds of different problems in a year, and sometimes have problems remembering a particular problem a user had 9months ago - I make light of it by saying the search engine in my brain is working it's way thru the database of information!!
What I think I am saying is - please bear in mind that not all tech support should be painted with same brush! I like my job, I like solving problems, I like most of the users - and I love computers ;-))
Kudos, Ma
by Nanci252 - 11/25/05 8:46 AM In reply to: I AM technical support!! A voice in the wilderness by MaTechieYou are one in a million, and likely the reason I trained myself from forums, newsletters and classes online !
I had begun my computer "years" in the late 70's. Had kids, got into my home and dried up for fifteen years. Didn't even own a unit. Then, when last teen got to
"that age" and wanted a computer we grabbed up a nice small Dell, and fixed her for high school.
She showed ME how to cut/paste, open attch's, all the stuff I now know - and am schooling myself to test so that I can work on these at home, as a small business.
In the 4 years we have had a "unit" in the house - I have taken a liking to it all, do a little web design also, and I'm planning and researching an Internet Cafe, if the bankers think it will "fly" in our region to finance me.
I started on the dumb side 4 yrs. ago, suffered long, death defying waits on hold, and run thru the gamit of fixes - only to find that if I did a little homework - I am now the "Techie" in my home and family, and fairly cocky that I can do it all.
Love ya. Thanks for being the backbone that started all this, and never let yourself be painted in any bad light !
I agree with you TEchie!
by sumant_k - 11/25/05 9:46 AM In reply to: I AM technical support!! A voice in the wilderness by MaTechieI had come accross one person infact my supervisor in school who dint know a thing about windows. infact nothign about technolgy itself. when the tech support guy said open your control panel , she was sweating to find out where it was and i can understand the prb of the supprot guys dealing with such illiterates!
It would be a massive headache!
They seem to be idiots who can't read
by 2003Denise - 11/25/05 4:27 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I have tried and tried to get help and/or technical support. My biggest gripe is that well over 90% of the "answers" I receive have nothing to do with the question I asked. I'm not talking about the automated answers (although that's true of them, as well), I'm talking about the ones that are sent by people. Is it too much to ask that they actually learn how to read before they get a job like that? And is it too much to ask that they actually read the complaint or question before responding to it? Anyone with the least bit of common sense should do that well.
Biggest Gripe
by rbaillar - 11/25/05 6:07 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
My biggest gripe about not only tech support with DELL Computer but almost any conversation with DELL except their sales force is: they don't speak english. They put curteous people with english as their first language in the sales force but their tech support and financial support have people with names like "Joe" or "Tom" but have Very Heavy Indian accents. One morning at about 6:00 AM, I received a telephone call, which woke me up, asking if I was satisfied with DELL's tech service and the caller spoke broken english and had a very heavy Indian accent.
This is the last DELL computer I will own!
What's your biggest gripe about tech support?
by pchts - 11/25/05 6:08 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
When I have a tech problem I only use "their" help if I can't find a solution online! I rarely have problems that I can't solve!
Annoying tech support and follow-up
by arbee - 11/25/05 6:15 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I had trouble installing a Linksys Remote router on my second computer. The main one works great. After 6 separate attempts by their tech services they suggested I take out the card and install it in my neighbours computer to see if it worked there! I thought that was a bit wierd. (I guess if I had trouble with my car radio I couuld remove it and install it in my neigbour's car to see if it worked!) Finally, after several e-mails and calls it was suggested that I scrap my unit and buy a new one with a USB connection. So much for support of a product that never worked! Last year ATI on the other hand sent me an upgraded video card when I returned one that was defective. I guess some companies earn customer loyalty and others don't.
Consider tech support before making the purchase
by onemoremile - 11/25/05 6:39 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
After becoming increasingly frustrated with overseas support and incompetent support from Dell, HP and others, I considered the issue of support before buying my current machine. This is one reason that I switched over to a Macintosh. The Apple techs sound like native English speakers and the hold times are usually short. Since the operating system, the machine and many of the applications are made by the same company, I can get most of my support from the same vendor. The Apple experience has been a real revelation.
Tech Support
by sadenoo - 11/25/05 6:56 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
This is why I only buy IBM computers.
Their tech support is the best.
They do not abandon you.
If you have an older machine, the help is still there.
I have used IBM now for 15 years.
I have purchased 10 computers and 3 lap tops from them over that time.
They run better than Cadillacs.
When I screw something up.
I can always fix it.
The people having problems with support are getting what they pay for.
What's your biggest gripe about tech support?
by ktn1961 - 11/25/05 7:41 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Ridiculously short tech support hours. Why are some company's tech support hours only during MY working time on weekdays? They should be 24 X 7! I really don't like to communicate by email, especially if the problem keeps me off my computer! I prefer to talk to a live person who is profoent with the operation of the product and trouble-shooting the product.
learn to speak english.
by gtelliott88 - 11/25/05 7:44 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I have no problem with the outsourcing of jobs... there are plenty of jobes here in america, but if were going to be talking to these people then they should be fluent in english... not just be able to read scripted questions from a notebook.
Tech support
by philstjean - 11/25/05 8:17 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Maybe I don't need it often enough, but I have never waited more than 24hrs (next day) for an answer. Only once have I been able to fix a download problem before the 'cavalry' arrived and then they had the same solution as I found. For the rest, I have found the Tech Help useful and accurate. (Last was with KaZaa, and they fixed it )
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