GamerGeek
join:2003-07-26
Fortuna, CA
| reply to Anonymous
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? 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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weedahoe
join:2003-09-14
Duluth, GA
| 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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rextilleon
join:2003-12-28
Pleasantville, NY | Sounds like a setup to me. Idiot, remove the battery. |
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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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GamerGeek
join:2003-07-26
Fortuna, CA
| 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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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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