techwench
I Work For Food
Premium
join:2003-06-26
Sherman, TX
| reply to Wills
Re: Why?
said by Wills  :
Please explain to me, why I, or Dell, should support people like this that refuse to listen or learn from their mistakes?
It's a waste of time, and in Dell's case a waste of money and resources.
I agree.
I work for a small Telco/ISP and a good 60-75% of the support calls that come in are spyware/adware/malware related. 9 times out of 10, we're giving computer lessons over the phone. It takes (and wastes) a lot of time explaining to someone over the phone 1) what spyware is, and 2) where they should go next to get rid of this stuff.
We are not staffed nor equipped to handle every single *ware problem that comes in step-by-step until the computer is squeaky clean. All we can do is give a brief overview of the problem, and where they should go next.
Yes, we piss some people off...probably a lot of people, in fact...but the time and money it would cost to deal with spyware (especially over the phone) is a whole lot more than the measly $15/$40/mo. we would lose should the customer get angry and decide to cancel their service.
P.S. We don't read from scripts here either.  |
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heels_fan
1.20.09 The start of Socialism
Premium
join:2003-02-07
Columbia, TN
| i too work for a small cable ISP. And I know exactly what your talking about. When I mean small, I talking we have around 5000 subscribers.
and your estimates are about right concerning the percentage of support calls regarding spyware.
But because we are over-building charter, we have to provide a higher level of support than Charter. Very often we have truck rolls to customers sites to help them clean spyware. And we do not charge the customers (this will probably change in the near future)
But the good thing is, our company is starting to have little classes offered to the public, to help educate, and inform the customer on various topics. One being viruses and spyware
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I have neither the time nor inclination to explain myself to a man that rises and sleeps under the blanket of protection that I provide and then questions the manner in which I provide it! |
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blah194
join:2002-03-04
Lake Charles, LA | reply to techwench
Amen to that. |
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