|
 
Skand
join:2001-06-01
Corpus Christi, TX
clubs: | Re: Why people hate tech support, and why tech support hates peo Wow... just wow. | |
|
Pjr
join:2005-12-11
UK | That guy was a complete moron. No wonder he still lives his mum. | |
|
BlitzenZeus
Burnt Out Cynic
Premium,MVM
join:2000-01-13
Beaverton, OR | Angry idiot yells at customer service when if he would have opened the damn manual he would have found how to turn off the computer, but that doesn't solve the reason why it crashed on shutdown. | |
|
 | JBahr69
join:2005-05-30
Rockford, IL | Re: Why people hate tech support, and why tech support hates peo Anger Management 101. I think someone just needed a hug. | |
|
| | |
| 
Anonymous
Premium
join:2004-06-01
IA
 ·Mediacom
| said by BlitzenZeus  :... but that doesn't solve the reason why it crashed on shutdown. Would YOU really be interested in discussing this problem with this guy? | |
|
| | 
R4M0N
Brazilian Soccer Ownz Joo
join:2000-10-04
Glen Allen, VA
·Comcast
| Re: Why people hate tech support, and why tech support hates peo said by Anonymous :said by BlitzenZeus :... but that doesn't solve the reason why it crashed on shutdown. Would YOU really be interested in discussing this problem with this guy? Very, VERY good point.  | |
|
| | |
| | 
GamerGeek
join:2003-07-26
Fortuna, CA
| said by Anonymous :said by BlitzenZeus :... but that doesn't solve the reason why it crashed on shutdown. Would YOU really be interested in discussing this problem with this guy? I diffuse these types of situations on a daily basis. First off, it's the fault of Dell's horrible "process" to get all the info they can about something so minor that it infuriates the majority of the people that call in. Secondly, the operator should have heard the anger in that douchebag's voice in the first 10 seconds of the call and said "to hell with the script, just give him the answer".
I know it's their job to get all that info for the service ticket, but that call should have taken 15 seconds and didn't need to escalate past the first f-bomb. It's called customer "service" for a reason, and the whole interrogation process just enrages most people. | |
|
| | | weedahoe
join:2003-09-14
Duluth, GA
| Re: Why people hate tech support, and why tech support hates peo This guy was totally an idiot and deserves every bit of 'dragging of feet' service he got. I am not saying it is right to do it but he did deserve it for being the asshole that he is.
As I worked as a tech and QA in a callcenter for 3 1/2 years, I can certainly tell you the tech should have educated and explained to the guy more than what he did. At the same time he did keep to his BS procedure even though we all know he could have done it better by (again) explaining the the customer why he needed that info.
On the flip side of things, the caller should contacted and given a URL where he himself can hear this call and see how he acted and how simple the resolution is (even though it isnt a real technical fix but rather a bandage).
The guy keeps talking about all the automated phone systems (IVR). Does he ever call and cell phone or cable provider? ANY DECENT size company has them, even resturants like Outback.
Overall, I think the caller got what he deserved due to being stupid and acting that way. I think the tech did good but could have done better. The caller had better be thankful he ever lasted as long as he did on the phone and even more thankful he even got an answer to his issue. | |
|
| | | | rextilleon
join:2003-12-28
Pleasantville, NY | Re: Why people hate tech support, and why tech support hates peo Sounds like a setup to me. Idiot, remove the battery. | |
|
| | |
Anonymous
Premium
join:2004-06-01
IA | They need to confirm that customer has a warranty. Otherwise they will not help you for free. | |
|
| | | |
GamerGeek
join:2003-07-26
Fortuna, CA
| Re: Why people hate tech support, and why tech support hates peo said by Anonymous :They need to confirm that customer has a warranty. Otherwise they will not help you for free. As I stated before, I KNOW why they have to ask you so many questions. I'm in customer service myself. What I'm saying is why does it have to go so far when the fix is holding a button for ten friggin' seconds?
And don't get me started on the whole warranty issue. I've assisted people with products that are 8 and 9 years old, got them working, then receive a paycheck every 2 weeks. As a CSR I get paid to HELP people, not aggravate them. I could care less if it's under warranty, especially when it's a minor issue. I give them service with which they are happy. That's why the dude in the call is throwing curses every 3 words; the CSR wasn't helping him. | |
|
| | | | 
Slidetbone
Mazin Go
Premium
join:2002-11-10
Land O Lakes, FL
| said by Anonymous :They need to confirm that customer has a warranty. Otherwise they will not help you for free. Exactly!!!
We all hate the automated systems, but companies have it in place because it costs more to "humanly" handle a call versus placing a recorded menu with possible solutions. Thats the way it is.
Maybe one day, some of you will run a call center and realize the costs involved. This tech did the right thing because the solution is not free at any warranty center. They need proof that the end user purchased the unit, the date it was purchased and other account confirmation methods. It's the way it is.
We need to get used to it; all service providers are going the automated way to save on overhead costs. It is here to stay. | |
|
|
| 
zoebisch01
join:2003-11-10
Julian, PA
| Re: Why people hate tech support, and why tech support hates peo said by EGeezer :It reminds me of a cruiser video on COPS where a NC patrolman stays cool in the face of a screaming motorist who was pulled over for speeding. That is exactly what I thought of
I lol'd. | |
|
feek
join:2002-01-23
Philadelphia, PA | impressive | |
|
Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| Well...Props to the tech support. I would have terminated the call.
There's no reason to get upset at the tech support. Yes, it's frustrating when you have to deal with the automated system punching in numbers and then it transfers you to a CSR who asks you for the same information.
--
YourIP.US - It's Your IP .. and more!
rr.cx - Personal Site.. coming soon. | |
|
Champer
join:2004-04-07
Buffalo, NY
clubs:
| I hope everyone will remember this next time they call tech support for the ISP, computer, phone, whatever. Been there, done that, got the crappy T-shirt. It is THE most thankless job I have ever had.
--
No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you! | |
|
|
Skand
join:2001-06-01
Corpus Christi, TX
clubs:
·RoadRunner Cable
1 edit | Re: Why people hate tech support, and why tech support hates peo said by Champer :I hope everyone will remember this next time they call tech support for the ISP, computer, phone, whatever. Been there, done that, got the crappy T-shirt. It is THE most thankless job I have ever had. Which is why I always tell them "Thank you very much, I appreciate your time." You know what? Sure, it's their job or whatever and they are just doing that job. No reason to treat them like crap as the man in the OP clip did. I had a lot of trouble with my first HP laptop overheating, so I was constantly chatting with tech support. Even though I was mad that nobody was really helping me, I never make an ass of myself. | |
|
|
|
| philburg2
join:2003-04-11
Seabrook, NH | Re: Why people hate tech support, and why tech support hates peo Yes but dell requires all that BS info for tracking metrics and crap. So if you fix the problem right away... you tend to get hung up on and are left with an empty ticket that looks bad.
it's a no win situation. | |
|
| | |
| | | 
FiL
Premium
join:2005-08-16
Silver Spring, MD | Re: Why people hate tech support, and why tech support hates peo hahahahahahahaha!
"Jesus Christ how you turn this thing off!!!"
hahahahahahahahaha!
I vote prank call, recorded. | |
|
| 
pleekmo
Triptoe Through The Tulips
Premium
join:2001-09-14
Manchester, CT
clubs:
| said by jeffster1970 :• Tech should have told him in the first 15 seconds to KEEP FINGER ON POWER BUTTON UNTIL IT SHUTS OFF. The tech support minion probably needed the information he asked for to be able to account for the time he spent on the telephone. I've not worked in tech support but I suppose that such calls must be logged and accounted for and possibly even routinely recorded. He probably has to show that he's not twiddling his thumbs all the time. In addition, I believe that many call centers have requirements that calls not exceed a certain length or that a support agent must process a certain number of calls per temporal unit.
--
HCN: Because you deserve a rest!
Proud member of the Free Omelas National Liberation Front. | |
|
| | focus7
join:2002-04-29
Brighton, MI
| Re: Why people hate tech support, and why tech support hates peo you are correct. many call centers require 100% call tracking/documentation. the call center i work at does not have an automated system to gather information, but based on the transfer calls within our center it's not too hard to understand that callers don't always provide the correct information to a live human being...so when it comes to automation there have got to be a number of callers that mess things up and enter the wrong information. the purpose of providing the same information you entered into the autmoated system to the analyst/CSD is to make sure the analyst/CSR knows who she/he is talking, account specifics, and to assist with call documentation.
Calls are randomly recorded for quality assurance purposes (a QA department listens to these calls and reviews the analyst's/CSR's performace in the mechanics of the call (greeting, saying the name at least twice, positive language/no slang, etc.) and accuracy of information provided.
as far as quotas within a call center, most call centers have a service level that requires a certain percentage of calls to be answered within a specific amount of time. for the call center i work at it's 80% of the calls within 120 seconds. as for calls not exceeding a certain length...there may be some centers that have those requirements; however, if the business owner is smart she/he wouldn't set maximum handle times. speed isn't always the most important thing...and how fast you can assist someone doesn't mean jack if you don't provide them the correct information. some issues just cannot be "solved" in a specific amount of time. at any rate, the QA department and departmental management can and do work with analysts to ensure they aren't "twiddling their thumbs" and prolonging calls unnecessarily.
if the angry laptop guy would have called our center he would have been given the opportunity to adjust his mannerisms and if he failed to do so the call may have been disconnected (this decision is at the discretion of the analyst...some are more willing to take the abuse). i personally don't take calls anymore as i work on the administrative side of the business now, but i never hung up on anyone...and yes, i had people as upset as this laptop guy calling into our center.
also important to note, the analyst/csr in this call didn't do a spectacular job trying to allay the caller's frustrations. for instance, he could have stated out right that he would be able to help. its amazing how a little gesture like that disarm an upset caller. Everyone has a bad day…both of these folks seemed to be having a less than spectacular day. I hope they had something better happen for them shortly after this call.
focus | |
|
ru4rl
join:2003-12-28
Durham, NC | Wow....I wish people that like would walk one day in a Tech Support Person's shoes. | |
|
DataDoc
My avatar looks like me, if I was 2D.
Premium
join:2000-05-14
Greenville, NC | The real problem is the idiot that changed the on/off switch to not actually turn off the pc unless you hold it. Not intuitive and just a stupid idea from the get-go. | |
|
| 
MadMANN
Premium
join:2005-08-19
·Comcast
| Re: Why people hate tech support, and why tech support hates peo said by DataDoc :The real problem is the idiot that changed the on/off switch to not actually turn off the pc unless you hold it. Not intuitive and just a stupid idea from the get-go. Not really. I'd hate to accidentally hit the button for a split second and lose any valuable info that may not have been stored in the past 10 minutes. | |
|
| 
PhoenixAZ
Joshua
Premium
join:2004-01-04
Phoenix, AZ
| said by DataDoc :The real problem is the idiot that changed the on/off switch to not actually turn off the pc unless you hold it. Not intuitive and just a stupid idea from the get-go. That is because this method of turning off the computer should only be used when the computer is fully locked up etc. Other than that, people should be shutting down through the OS. Another thing is that you could accidentally hit the power button while computing.
--
Josh| About Me | |
|
nilz
@leaseweb.com
| I've done tech support for the same company, but in the Netherlands and thankfully we were instructed to politely ask them to take a breather and call back when they're in a more cooperative mood..then hand up. It made that job so much more endurable. | |
|
|
| damox
Premium
join:2002-01-07
Olympia, WA
·Comcast Formerly ..
| Re: Why people hate tech support, and why tech support hates peo said by exocet_cm :Wow, did the guy ever think about taking the battery out? Actually he did, because at one point he asked the Tech "what do I need to do, take the %@#$ing battery out?" To that the Tech replied, "You don't want to do that". Taking the battery out would have ultimately had the same effect as holding down the power button, but I think the user was afraid to do that without asking, as he probably thought it might cause some other problem. The Tech, I'm thinking didn't want to do that, because he wanted to see if it would shut down when holding the power button down.
--
DAMOX Proud to be a member of Team Discovery | |
|
dj12midnit
Tag You'R It
Premium
join:2000-07-28
Lynden, WA
clubs: | If it were me I would have asked to speak with his mommy.
--
Sig Remove by order of the sheriff. | |
|
TOPDAWG
Premium
join:2005-04-27
Midland, ON | I'd hung up on the asshole myself. Just how much does a CS have to take for it is ok for him to hung up? | |
|
Lurch77
Stop looking at me.
Premium
join:2001-11-22
+44.88-87.89
1 edit | Why I could never work customer service. I get some asshole like that on the phone I would start yelling right back. Tell him to go f%$k himself and hang up.
said by focus7 : I hope they had something better happen for them shortly after this call. focus The best thing that could happen to that caller would be to get hit by a truck. He could end the misery that seems to be his pathetic life. | |
|
|
RR99i
FINALLY, Got Broadband
join:2003-03-18
Anderson, IN | LOL, what a good laugh, for getting broadband again. 
--
RR | |
|
|
Warmachine99
join:2006-03-20
Pleasant Prairie, WI
·RoadRunner Cable
| I have had MANY calls like that and we were not allowed to hang up on them. Instead, we were to call over our supervisor and put the call on speaker. He would then 'take over' the call. We were to note in the call record (every call had to have its own record) that the person was abusive and that it was taken over by a supervisor.
Man, I wonder why I am still trying to get a job in that field....
Maybe I should try a different kind of IT work...
--
I've discovered that I often visit the state of confusion, and I know my way around pretty well. | |
|
|
|
|
·
·
·
