Don't you love it when you call someone for computer or software technical support - when you can actually talk to a real person - and they give you one of two standard responses? It doesn't matter what the issue is. They'll suggest you reboot ot that you reinstall the program or both. The third common one is turn off, unplug and replug.
Occasionally - and it seems to be less frequent than it used to be - you'll find someone who knows more about the issue than what they read on the information page in their manual while talking with you.
I know many of us know more about the issue than the people we're talking with - which is both frustrating and nonproductive.
This sets customer service back even farther.
───
For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings. © Steve Hoffacker, 2009. All Rights Reserved.
Steve, I cringe at the thought of calling tech support, these days, even though I still sometimes need to. They may not speak English well, they obviously follow some kind of script, and you're right about what they want you to do. I've already tried those things when I call and I need someone who can really troubleshoot my problem! It is frustrating.
We had connection problems with the internet. We called twice. First, it was a waste of breath. Instructions were turn off-turn on. These instructions were followed by sorry not our problem and can't help you. Second, we got a good technician. He directed us to open the router and insert the new password. Done - 45 seconds. It amazing the difference in experience from the two calls.
Mike,
Precisely. It's not as if we know nothing about the issue when we call them. :)
Steve
Ryan,
I love it when we have trouble with our DSL and call about it, the recording says for faster service contact them online. Really? :)
Steve
Steve, the rebooting thought extends from PCs to cable/DSL modems. It seems to be the "universal" fix, like you haven't tried that before.
Gary,
Right. After you hear that once, you're good with that fix. Let's try something else. :)
Steve
Steve,
Then there are those who seem like nice folks but you cannot understand most of what they say. You ask and they are in New Delhi. I got no problem with that other than, when I am pulling my hair out, I want to be able to understand what I am being told to do.
Steve,
Regardless of where they are, trying to explain something that is not a "textbook" case is difficult. :)
Steve
Steve - I try rebooting a lot, and it is surprising how many times it fixes my problem...but not always. :)
Steve... I usually try all the "fixes" first before calling support. When I have called, it seems that I don't talk to a machine, but rather someone that DOESN'T SPEAK ENGLISH!!!!
I spent four hours on the phone one evening, trying to restart my BRAND NEW COMPUTER. I had contacted the server, "oh no ma'am, it's not our problem!". I contacted the manufacturer, "oh no ma'am, it's not our problem!". Finally I asked to speak to a supervisor, I refused to hang up until they put me through. TWENTY minutes later, I got through, spent 4 hours with him, doing everything he told me to, to get the computer running again. Eventually he said, let me get my supervisor! WHAT?!? YOU are supposed to be the supervisor, "oh no ma'am, it's not my problem!". Eventually they said, send it back, it's our problem...
Debi,
I do that, too, which is why it's frustrating to have tech support or customer service people act like we never thought of that or tried it before calling them. I suppose there are some people who don't know this yet. :)
Steve
Valerie,
Machine or language barrier - either one is challenging. Try the IM route - that's no fun either. :)
Steve
Cheryl,
Sounds like many conversations I've had with HP over the years - and I'm sorry to hear you had these issues. :)
Steve
I had a Dell computer years ago. I called technical support and got a hold of a person named John. If he wasn't Indian I must be Mexican. I couldn't understand but every third word. I have a hard time thinking Dell is saving that much money. I will never buy another Dell again.
John,
What we don't immediatley realize is that all of them there have a phone name like John or Ben or Scott. :)
Steve
For the few times I've called tech support I seem to forget they tell me the same thing. Duh, dumb me. So the next time I have to call and they tell me to do that, maybe I'll just "reboot" the phone call, hang up and take a sledgehammer to my old PC. I've gone to Mac and haven't looked back.
Love your posts Steve!
Marvin,
I've heard a lot of people who really love their Macs. :)
Steve