Slidetbone
Mazin Go
Premium
join:2002-11-10
Land O Lakes, FL
| reply to Anonymous
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. 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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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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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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BlitzenZeus
Burnt Out Cynic
Premium,MVM
join:2000-01-13
Beaverton, OR
 ·Verizon FIOS
·Verizon Online DSL
| 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? If that were my job I would tell the idiot that just turning it off likely won't fix his problem of the computer not shutting down on its own, and I need to verify the account/etc, then I will be able to proceed further.
When he went off on yelling I would tell the idiot that if he cannot control himself, I will end this call, and he should call back later after he has calmed down. I will speak over these people if they continue talking.
However I'm willing to bet that most of their polices are to have people use the restore disk vs doing any real troubleshooting. This idiot probably infected his mothers computer with malware by visiting some porn/p2p/warez in the first place.
--
My hourly rates:
$25 per hour.
$35 per hour if you want to watch.
$45 per hour if you want to help.
$75 per hour if you tried to fix it, and failed.
$125 per hour if you called tech support, and didn't fix the issue while making things worse |
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R4M0N
Brazilian Soccer Ownz Joo
join:2000-10-04
Glen Allen, VA
·Comcast
| 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? Very, VERY good point.  |
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Anonymous
Premium
join:2004-06-01
IA
·Mediacom
| reply to BlitzenZeus
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? |
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JBahr69
join:2005-05-30
Rockford, IL | reply to BlitzenZeus
Anger Management 101. I think someone just needed a hug. |
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BlitzenZeus
Burnt Out Cynic
Premium,MVM
join:2000-01-13
Beaverton, OR | reply to ShadowZWolf
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. |
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