QOTD: How Important is Good Tech Support?

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I was just reading some more responses from some of you in tech support. My point is made, google it first. No matter the problem or how much I have researched, that is always the answer.
 
[citation][nom]micmic[/nom]WORKING FOR CALL CENTERS IS NOT A STABLE AND EASY JOB!!! YOU WANT TO KNOW WHY????? BECAUSE WE HAVE "GRADES" YES I SAID IT "GRADES" TO MEET WHEN WORKING ON CALL CENTERS - IT IS JUST LIKE YOU ARE GOING BACK TO SCHOOL - YOU HAVE DIFFERENT "SUBJECTS" AND YOU NEED TO PASS THOSE SUBJECTS AND GET A GOOD OR BETTER GRADE!!IF NOT YOU FLUNK OUT!!! AND ALSO WE WORK NIGHT SHIFT ALL THE TIME TO ENTERTAIN SOME BORING, SOME STUPID, SOME TECHY CUSTOMERS ***I LIKE THEM END THE CALL REALLY FAST, THEY KNOW WHAT THEY'RE DOING***[/citation]


you are a peice of shit.... you are the reason customer service sucks ass so hard, it is arogant assholes like you that make computers difficult...your job is to be there to support and help people troubleshoot.... i will be doing some hardcore investigation to find out who you are and have dell remove your ass, and being i am a dell platinum partner that spends over 100k a month with dell, i think theyd kick you out rather than lose my business.... your days are numbered. i consider myself to be one of the rudest asses on these forums because i tell it like it is, but i treat my customers with kid gloves and kindness because they pay my bills...no matter how frustrating or uneducated they may be
 
i got a negative to my response that i want to speak to tech support in my own country? ummm must of gotten those negatives from the sand awesome people stealing american jobs
 
Not too important. They usually can't ever solve my problems becuase they never know much detail about a particular model.

All they really do is search in a "company database" (google) for a possible solution. Sometimes you do get lucky and get a real geek but most of the time they don't really care. I guess since they have to meet a certain number of cases per day/week they really just care about volume than actually helping out.

Quality service is usually better at local shops that don't try to rip-off or steal your information. Then again, there are shops that suck because they have dumba$$e$ that think they can solve everything by re-installing a system (DUMB-SQUAD).
 
tech support is very important for a company to maintain and obtain their customers. it maybe expensive but the idea is to provide assurance to their customers about the companies reliability for the consumer, which would eventually become a returning customer.

imagine calling tech support and the guy speaks chinese or indian or something where i don't understand. how the hell can i communicate with these people to solve my problems. i would never go buy their products again because if i encounter a problem again, then it's likely i won't get my problems fixed. when companies do this, it means there is no regard for the consumer. for the consumer, this means don't support these people.

 
Tech support is really meant for those who don't have the time, the want, or the know how to solve the problem themselves. And I don't fault these people, I would be willing to bet they feel that tech support is really important.

For me on the other hand, I found that it is a lot easier and cheaper if you do it yourself, after the first and only tech call of my life I decided I would be my own tech, and it has saved me money as well as my friend's and family money.

Sony, dell, hp, acer, doesn't matter I've fixed and dealt with them all. and as someone mentioned before, just look up your problem online and more than likely you will find the answer.
 
I usually google the error messages. Most of the time, I found my answer and fixed the problem without going though support.

 
Psshh... I am tech support 😀. I usually recommend Toshiba to people because of the tech support. If I know they are gonna be rough on them then I recommend HP because they are relatively easy to fix. Toshiba not so much. They only time I need to contact some kinda tech support is when I need an RMA or something, and I do that by email. I don't want to call in and be put on hold.
 
Important, but then I'm good enough to figure out SimCity Society and those MS C++ 6 Runtime is incompatible to Chinese Windows XP by myself, but I do need to call in cable TV often for digital box.

So that said, I expect someone be there, knowledgeable, curteous, and there are too many around that just throws clueless canned response at you.
 
The older I get, and the more I get involved with business, the more I realize how important good customer support and customer service is.

And screw CyberpowerPC. I stopped dealing with them because of some of the lousiest customer support with which I've ever dealt.
 
Asking a computer enthusiast site is probably a bad idea for this question of the day since everyone here has the basic know-how to troubleshoot a computer.

As for Dell, I had some great tech support from them. Yeah, sure the guy talked with an accent, but he was really nice and was patient with me, and at the end of the day the computer was all fixed up.

 
Tech support is very important, not quite with computers but with software. I can troubleshoot faulty hardware but faulty driver or piece of software can be a PITA.
 
From reading through all these posts, looks like there is lots of bad support for commodity based products. To be realistic, for example, could Logitech really afford a bunch of elite engineers to be taking calls for mice? eg: Assume for every mouse sold, there will be a phone call to an engineer who is paid $50,000+?

I think this is part of the problem, margins are razor thin on commodity products to be competitive. Can you really expect an average consumer to be able to ask a high-end question? Can you expect a corporation to be able to figure out who has a high-end question from the front line support? (escalation is a very bad way of doing things, because is simply might means things get escalated because someone sucks at their job).

I am thinking from the perspective of high-end paid for support. Going back to Dialogic, you pay 10K /year for support, and Dialogic boards cost upwards of 10K for the high-end quad span ISDN hardware. (which are undoubtedly marked up outrageously). When I contact them, it's usually "I found a problem in the drivers calling function X under situation Y" and engineering is involved directly with the techs. I can't see how this model could ever possibly work for people who really just don't know.

I guess it simply sucks to be "in the know" when buying a commodity. 🙁 Try not to stress when you have a real question and are talking to frontline support. Learning how to go up the chain is a skill we can all benefit from. (eg: On your first call to support "Hi Bob, I want to talk to your supervisor... heheh sucka!) 😀
 
Usually I or my dad's friends who is certified in IT can figure out most of my computer issues, but once in a great while I have to call for support. I really hate bad tech support people.

Microsoft has some of the worst. Once when I called because my 360 kept not connecting to xboxlive for some reason and my friend's right next to me could the stupid guy told me to delete my account. Knowing it wouldn't work I just played along and deleted it. Then he told me to recover it and I said I can't recover it because I can't connect to xboxlive.

Another time with Microsoft was when I couldn't get Fable TLC to work on my PC. They had to have their level 2 technicians help me. They asked me for convenient times to call and even though I gave them times they just called whenever they wanted. The technicians kept insisting that Fable kept crashing because my 9800GX2 was too new. Well I decided to do some research and figured out that the sound blaster cards have driver issues with vista. So I switched from my extreme audio to my onboard and the problem was solved.

Really makes me laugh when I can outsmart even the technicians that are so high up to need an appointment with.
 
I thought "good tech. support" was an oxymoron?

I believe HP, Dell, Acer sell more computers/monitors because their prices are lower due to not adequately funding their technical support divisions.

I learned long ago that one needs to learning about your computer and how it works would be well worth the time spent. I know only the basics but have never relied on tech support to resolve any computer related problems other than internet connection issues with my ISP.

Customer service and the honoring of warranties is far more important to me. If a person can competently describe their computer issue there are several forums such as those here where good and knowledgeable people will take the time to help you.


 
[citation][nom]spectrewind[/nom]Logitech has the same policy. If it's outside that 1-year mark. They give you the canned answer, purchase a new one.I ran into a problem with my Logitech G7 USB mouse a few month ago. The LI batteries would no longer retain a charge. When I contacted Logitech and offered to purchase replacement batteries and pay for shipping, they declined and told me to buy their new mouse of tantamout capability.I found replacement batteries on Ebay. $23.00, shipping included for a pair. They work perfectly!Logitech? F*ck 'em! They lost my business AND all the business of my consulting clients.[/citation]

In my opinion Logitech has one of the best tech supports I have experienced. My Logitech g5 had its braided cord becoming undone so I submitted a request online to have it fixed. Their customer support replied the next day and every time I responded. Mind you this is not some automated request, unlike some automated ones like **cough Atari cough** that takes over 3 weeks to respond. Also I got to keep my g5 while they sent me a brand new g5.

Oh by the way all of logitech's mice at least their gaming mice come with a three year warranty. So I don't know where you pulled that one year warranty out of.
 
Tech support? I guess for most people, low level tech support is important. Look at the questions in the forums these days. There are a lot of people out there who do not have a clue, and need someone to tell them to plug the thing in, or it won't work. Literally.

You actually do get decent tech support if you are spending on a corporate level, and have service contracts in place. Then you get the red carpet treatment, and that is EXTREMELY important, if the company ever wants me to spend 100,000+ a year with them again.

Dell? I hear people talk about Dell a lot, folks, even on a corporate level Dell's tech support, on a scale of 1-5 stars, barely gets 1 star.
 
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