Yamaha Home Theater
Community weekly poll: What's your biggest gripe about tech support?
- 11/23/05 11:15 AM
Tech Support
by skycatcher - 11/25/05 8:34 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I want to speak to someone in MY own country who speaks MY own language and is NOT following a script but KNOWS the software/hardware inside-out.
If I explain to him/her that I am a full-time techy and I know that it's the motherboard that is at fault, just like the last 20 times, I don't want them saying... "..but 9 beeps means that it is power supply..."
AAAAAAGGGGGHHHHH.....*?!
Outsourcing
by Jim McCue - 11/25/05 8:40 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
With so much outsourcing of support functions to foreign countries, sometimes it is extremely difficult to understand what is being said. The technical answer to a problem may be excellent, but if you can't understand a persons English it doesn't do you any good!
All those people whining about tech support...... READ THIS!
by sumant_k - 11/25/05 9:42 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I have been hearing a lot of things about the tech support these days and ppl screaming their hearts out saying outsourcing techsupport to india is useless. Many ppl complained in this forum that they couldnt understand a word wht the support guys speak!
One question I want to ask you all?? Do you atleast know which continent India belongs to?? or where on the map INDIA is?
FYI tech support calls are diverted to many coutries like philipines, pakistan, mexico and what not! These people are the one who have heavy accent. Indians speak far better ENGLISH than any other non english countries in the world. So not every call routed abroad , with a heavy accent is Indian.
Secondly, any cust care agent is trained by the company itself. So if its the DELL cust tech support agent hes trained by DELL(obvsly). So if hes not able to answer the questions its the problem with the company's training and not with the support guy! Why dont u get this thing straight into your heads! If i m not wrong its the same kind of training that a tech support agent gets here in USA that a person in philipines or India gets. So if hes not able to answer a query its the fault of the company rather than the guy trying to help u out.
Thirdly, I wnat to share my own experience of cust care. I once had a problem with my cable modem whose settngs were accidentally changed and I wanted to reset the modem to its factory defaults( iwas not even able to connect to my modem). I called the motorola cust care ( btw it was an american lady who answered) and told her the problem. She fiddled around asking me to do everything i had done for the past 2 hrs. and finally said let me talk to the supervisor and see if he/she has a solution. The main problem was she wasnt able to comprehend the problem that i wanted to reset it the factory defaults. She loaded /unloaded drivers some 10 times and finally asked me to call the ISP, MIND YOU FOR A PROBLEM WITH THE MODEM.
I called the ISP and after 45 mins of wait time another English guy picked up the phone and i recited the same story to him also. He again asked me to do the same thing what the other lady and i did for the past 3 hrs( i spend 1 hr with the lady on phone) and finally said he might want to get some mroe documentation and get bak to me. I was made to wait for almost an hr on hold and he gets bak to me and says, they dont have support for modems for sch kinds of problems and asked me to contact Motorola agian, I called motorola and told them the same thing. But none could help me out. The problem was simple, RESET the modem to factory defaults and there was no reset button on it also. (Poor Design)
Finally I found the solution myselves after 5 freaking hours on tech support and a huge monthly cell phone bill.
The solution was simple went to my LAN properties-> TCP/IP properties and gave the address of DNS server as modems address(198.168.0.1) rather than obtain automatically. And it worked like a charm.!I was able to connect to the modems web interface and change the settings to its original state.
This is the state of cust support even in America!
Its not the people who provide you support, Its the basic lack of training which mars the quality.
Hope all those guys whining about tech support abroad get their answers from this post.
PS.I had a similar problem with SBC/MS where none of them were able to sove then problem, and finally i found the solution myselves.
ME TOO!
by 5ron5 - 11/25/05 2:38 PM In reply to: All those people whining about tech support...... READ THIS! by sumant_kI have had the same prob! & w/sbc too! But one thing is for sure. If they can't speak well enough for you to understand, then they should not be there for that reason alone! So it is the fault of the damn company that hires the "un-english speaking" whatever peope!!!!!!!!!!!!
I agree with u, sumant
by MaTechie - 11/29/05 1:08 AM In reply to: All those people whining about tech support...... READ THIS! by sumant_kThere seems to be an awfully lot of direct and indirect discrimination going on here. Accents of ANY kind are sometimes difficult to follow until ur ear becomes attuned. I love the southern (USA) drawl, but don't always understand it. Some NY accents are hard to the unaccustomed ear. A Frenchman speaking English leaves me weak at the knees but not often completely following the conversation - lol 
. I am an ex-pat Scot and have problems with following a strong Glasgow accent!! I agree that the main problem is often lack of either knowledge/understanding/training - not the fact that these jobs are outsourced!
Other: HP Tech Support
by yourunionsteward - 11/25/05 9:46 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Hewlett Packard has, by far, the worst tech support ever. After 2 phone calls and 4 hours of reinstalling windows, they could not fix my problem and had the nerve to blame me for the system crashes. "You're doing something wrong," is what I was told. Yeah, I did something wrong; I bought a HP computer, printer and scanner. I did not think it was a coincidence that my system crashed right after I installed the scanner. After some research on the internet (and the HP website), I found out that many people with the same HP printer model and HP scanner model had the exact same problem I had. Luckily, the usb scanner could also be attached via a scsi port. I didn't pay the $100 support bill, and I have never called HP support again. I also do not buy HP products anymore.
HP Tech Support - what support?
by arnol_ - 11/29/05 10:58 PM In reply to: Other: HP Tech Support by yourunionstewardface it, there's no support anymore, you're on your own. I'm not wasting my time on them anymore. They now ship their computers with an image of the original system, and whatever is your problem, their solution is always the same - reinstall. Instead of spending money on support, they spend it on JD Power Associates to do a fake survey and declair them the best in the business, not that it means anything, anyway.
Horrible HP support/disaster
by judyo - 11/25/05 9:56 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I called HP support about my HP Officejet 7410 all-in-one freezing up. While going through the steps he sent me to the registry and asked me to delete some HP keys. I questioned him about this since I'd heard that is generally a no-no, but what do I know. They are the support for this product. He said this was fine. To make a long story short, after that fiasco I had to move all my files off my computer and re-install everything. Hp was not very apologetic although they realized they made a big mistake. So much for tech support. Yeah, and it was support from India.
tech support
by kaarjim - 11/25/05 9:59 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I HATE talking to a tech that cannot speak English without a heavy accent. I know many of them are in India. It is hard enough trying to understand the technicalities of the computer without dealing with a language barrier.
Sony's Answer 8 times is to reformat & recover 'C' Hardrive
by lakephillip - 11/25/05 10:32 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
I have reformatted my hardrive 12 times since purchasing the computer in sept 2004....everytime I called sony for help during warranty period their ultimate suggestion was to do a recovery, and reformat.
I am now an exprert at reformatting, and the turnaround is about 7 hours.
What Tech Support?
by kagemi - 11/25/05 10:45 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
That's why I join forums!
Tech call's
by Ernie White - 11/25/05 11:29 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Can't understand what they are saying.
Most talk in broken english.
Dell not that bad
by mastercko - 11/25/05 11:30 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
Recently, I had a problem with my Dell monitor. Oddly enough, on my LCD, the Start bar had caused a burn-in (I didn't think that LCDs had that problem, but oh well). Anyway, I called Dell about it. I was dealing with someone in India. The first call didn't go so well. They kept asking for a Tech Number or something that isn't on any of their monitors (it's only on the computer systems themselves, which I don't own). Anyway, after we got past that hurdle, we started in with the problem. The guy that I dealt with misdiagnosed the problem as being with my video card. This was obviously bullplop, but I hadn't REALLY tested the monitor on any other sources, so I just said, ok, whatever, and hung up. No getting mad or anything. Anyway, I plugged my PS2 into my monitor, and saw that I had the same burn-in shadow show up, so it couldn't be my video card. I called back and ended up talking to a different guy. I very firmly explained to him what happened, what the first guy said and what I had done since and made it very clear to him that the problem wasn't my computer but the monitor. He said alright, and after a bit of a long hold, told me that they were going to overnight the new monitor to me with return shipping. I got it the next day and sent the old one back the day after that.
I don't know. The point of this is, I guess, don't give up. Dell's tech support is by no means perfect (see the misdiagnose and the long hold), but if you're CLEAR about your problem and the troubleshooting steps that you've already taken, and most of all, as long as your PERSISTENT, I think that you can get the help/support you need.
Dell not that bad?
by rbaillar - 11/25/05 12:54 PM In reply to: Dell not that bad by masterckoI agree with you that if you are persistent you will probably (underlined) resolve the issue. But, if your paying for a service then why should it be a well know fact that you HAVE to be persistent.
A lack of creativity
by lawrenh - 11/25/05 11:40 AM In reply to: What's your biggest gripe about tech support? by Lee Koo (ADMIN)
They all work from scripts which limits them to an answer thread. Necessary, because most of them do not know much about the products they are supporting. Once in a while, you will get a real tech person, and that is nervana!!
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