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Do you trust tech support?
Posted by trailofpen • 10/02/09 • Subscribe to this Discussion [RSS] • Report This Topic
Topics: tech support sucks!
I had been without home internet access for the past 2 days, which meant 2 long days bickering with tech support people. 1st guy from India accused me of speaking Spanish when all I was trying to do was tell him the last 4 numbers of my account for 30 minutes. 2nd guy from India eventually just told me that there was a service outage in my area and hung up. 3rd lady in America concluded that I needed to buy a new modem entirely, which made me go off on her trying to educate her on the ins and outs of networking. 4th guy, who I simply told "It's a server side problem", actually tried to get some sort of help for me, I think. 5th guy, a higher up tech, said he was going to put in a request to their networking division to figure it out. Didn't hear back from them for a day, so decided to call back again, and talked to 6th guy, regular tech support dude, who simply fixed it in 5 minutes.
So, my question is, do you trust what tech support agents tell you?
User Comments
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There are a lot of bad ones out there for sure.
I've had similar experiences-
The lady who told me to buy a new modem said "It's not saving your password, that's telling me you need to buy a new modem," to which I replied, "What are you talking about? I never changed the password to begin with. How the hell would it not save it? It's not finding your server!"
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Imagine yourself in their position: what answers would you give for a product you never used before and you got trained in 15 products in 2 months
Infact I have had experiences where due to my familiarity with my product I was able to teach them how to handle the particular kind of problem -
NO- usually I know more about the stuff than they do...
Those that do know their stuff tho - are brilliant and I appreciate them! -
thats pretty sad.. probably the first 5 didnt get ur concern right and didnt have more than enough patience to maximize all their resources in identifying ur problem and probably help you..
but to answer your question.. YES you should or else you'll stuck with no resolution to your problem if you dont. *wink -
I have had similar experiences, both at work and at home, sadly. I've asked our IT department to do something that I can do but don't have the permissions to accomplish only to be told that it can't be done. Happily, there are a couple of guys there now who are willing to just sign me in and let me fix my own stuff at work or at least let me explain the problem and what I've already done before they ask me if I've re-booted. It sucks when you have to wade through incompetence because you can't fix the problem yourself. I'm glad you got it all fixed!-
LOL, yeah, I hate the whole pointless, did you reboot your computer, unplug this, bla bla bla. It's not like rebooting is some magical voodoo that will fix everything. I usually just say, yeah, yeah, yeah... you know what I already did all that. Or the one I hate is when they tell you to go into internet explorer and delete all your cookies and history. I think that's the next greatest cureall for tech support people next to rebooting.
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The worst dealings with tech support that I have ever experienced are below.
Back story: A friend of mine was staying with me for a couple of months and brought his XBox 360. We could get it to connect to the network via ethernet cable but not through wireless. I knew nothing about XBox's, but a lot about networking.
Me to MS tech support: Hi, I'm having trouble connecting an XBox 360 to my wireless network and need to know if it supports WPA2 or WPA as I don't want to use WEP? Also, is there a recommended MTU size?
Tech: What brand of router do you have?
Me: It's not really a brand, it's just an old Linux box. I can tell you the version for the kernel and madwifi though if you need it. I just need to know what settings to use.
Tech: Hang on while I look up that brand.
Me: You won't find it, it's a Linux box.
Tech: (giving helpful information about running through XBox's diagnostics to make sure it wasn't the issue, then...) Okay, what brand of router was it?
Me: For the last f*ck!ng time, there is no brand. It is an old computer running Linux. Can you just tell me what settings such as channel, MTU size, and encryption method I should be using?
Tech: I'll bump your call to the next tier.
Geesh, can't people just tell you the settings a product requires instead of just asking the same pointless questions over and over?!-
He was probably like... WTF is WPA? They didn't teach me about this stuff. All I know how to do is to tell them to unplug their router and reboot the xbox!
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hahaha this is funny..
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May I know how your linux box provided wifi? I mean what hardware are/were you using?
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He was probably using a router...
j/k -
@crazyTsu
I have 3 nics in the box (two wired and a wireless).
Wired 1: ISP
Wired 2: Internal wired network
Wireless: Internal wireless network
The wireless card is some off-brand, but uses an Atheros chip (which was the only driver I could get to work when I bought it)
I am running Fedora 8 (I know, it's old, but it works, so I don't mess with it ), but that shouldn't matter
If you need any other details (like the version of Mad WiFi, let me know)
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no, they are stupid, here I had a conversation with the guys from MEO(PT Comunicações) it lasted like 45 min, and I solved the problem my self, and it just took 45sec -.- Idiots
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