sderenne
join:2004-06-13
Sacramento, CA | reply to ShadowZWolf
Re: Why people hate tech support, and why tech support hates peo
Angry laptop guy needs to "upgrade" to vista that will solve all his problems!  |
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Slidetbone
Mazin Go
Premium
join:2002-11-10
Land O Lakes, FL
| reply to Anonymous
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. |
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JIGA
Its A Bird, Its A Plane, Its..
Premium
join:2002-02-02
Azle, TX
clubs:
 ·Charter Pipeline
| reply to ShadowZWolf
LMFAO! That was hilarious.
I do have to say though, it is annoying as hell when you have to repeat everything you already entered in at the automated session to the human.
I work in Tech Support as well, so I can feel the pain for both sides. |
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FiL
Premium
join:2005-08-16
Silver Spring, MD | reply to jeffster1970
hahahahahahahaha!
"Jesus Christ how you turn this thing off!!!"
hahahahahahahahaha!
I vote prank call, recorded. |
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Tuxified1
End The RR Farce
Premium
join:2006-09-11
| reply to ShadowZWolf
I can't sympathize with either side on this one, the customer was abusive and the tech was uncaring.
In every service job that deals with the general public you'll run into people like that caller. If you can't diffuse a situation like that you need to find another line of work.
The whole point of having a tech support line is to deal with customers Problems, not the other way around.
Tech support shouldn't have to be more concerned about a supervisor's report over getting the customer's problem solved.
That being said, I thought the Tech was overly polite considering the tongue lashing he had to endure, but as with most corporate drones he was more concerned about getting the paperwork right rather than helping the customer. He contributed to the problem.
Getting bounced around from one clueless drone to another, and having to repeat over and over the same info will only further infuriate an already frustrated customer.
The caller defiantly needs to calm down, but tech support needs to streamline the info process and make it a little easier to share already logged info among the techs.
Unfortunately, in today's job market, the tech's are trained to please the super's not the customers, so getting policy changed isn't going to happen.
Real customer service is a thing of the past.
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fegul
Premium
join:2004-08-23
united state | reply to ShadowZWolf
I've dealt with people like that when I worked for Geeksquad. Except I had to deal with them in person  |
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GamerGeek
join:2003-07-26
Fortuna, CA
| reply to Anonymous
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. |
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focus7
join:2002-04-29
Brighton, MI | reply to Chuckles
do you work for maritz?
focus |
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tafkaks
join:2007-03-30
Covington, LA | reply to ShadowZWolf
Is it just me, or does the caller sound almost *exactly* like Bender from Futurama? |
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Phil
Rojo Sol
Premium
join:2001-06-11
Camarillo, CA | reply to ShadowZWolf
What a raging asshole. |
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Chuckles
Premium
join:2006-03-04
Saint Paul, MN
| reply to ShadowZWolf
I love taking calls like this. Everytime a customer gets like that with me I say one of three things.
God bless you sir. Find Jesus in your heart.
Thanks for the compliment. Such kind words.
Have a nice day. And then I stay silent until they hang up. (We can't hang up for *any* reason.)
--
If you want a picture of the future, imagine a boot stamping on a human face— forever. |
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PhoenixAZ
Joshua
Premium
join:2004-01-04
Phoenix, AZ
| reply to DataDoc
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 |
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zoebisch01
join:2003-11-10
Julian, PA
| reply to EGeezer
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. |
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Anonymous
Premium
join:2004-06-01
IA | reply to GamerGeek
They need to confirm that customer has a warranty. Otherwise they will not help you for free. |
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rextilleon
join:2003-12-28
Pleasantville, NY | reply to weedahoe
Sounds like a setup to me. Idiot, remove the battery. |
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weedahoe
join:2003-09-14
Duluth, GA
| reply to GamerGeek
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. |
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GamerGeek
join:2003-07-26
Fortuna, CA
| reply to Anonymous
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. |
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supergirl
join:2007-03-20
Pensacola, FL
 ·Cox VOIP
·Skype
·Cox HSI
 ·AT&T Southeast
·magicjack.com
| reply to JBahr69
said by JBahr69 :Anger Management 101. I think someone just needed a hug. I think in-breeding went too far. ROFLMAO! |
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Warmachine99
join:2006-03-20
Pleasant Prairie, WI
·RoadRunner Cable
| reply to ShadowZWolf
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. |
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cscottm
join:2002-05-09
Kent, WA | reply to ShadowZWolf
»www.customerssuck.com/ |
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