whybother8
join:2001-06-07
London, ON
|  Re: tech support
LOL!
It is meant as a strategy to discourage you from calling! It is business, were the idea of "customer service" is brought out as a come on when you purchase a product. Technically speaking, they provide it....the fact that it drives you nutts and requires you to jump through hoops does discourage most customers from battling a company. If they can frustrate you enough you end up either putting up with it..or take your $ else where. They really don't care. Bus101. If you want customer service that is actually designed to serve you stick to small business. It simply would not be cost effective for a huge corporation to provide that to you. You can't find help with the ability to think and marketable skills to handle front line customer service. Not when all you pay is $10/hr and crappy hours to boot. Add to that protocols that are in place that frustrate and discourage. Almost any company will go out of it's way to make you prove, over and over again, that YOU are not the problem.
As someone who works as a DSL support technician and has worked with the general public for a lot of years in a lot of businesses, I can quite honestly say that if you don't do the appropriate hoop jumping at the first level, you don't get to go further, not very often at least. Only a customer with incredible patience will get the satisfaction that they want/deserve. Demanding to speak to customer service person's supervisor does not get the customer service person into trouble. It gets them rewarded, for sticking to the policies that are laid out for employees to follow.
So, after all this rambling, YES, the 1st level tech support that you have to deal with is frustrating, annoying and time consuming. But they are paid to be.
Take care and hope that you are able to get better service sometime soon. When dealing with tech support patience is a virtue.
WB 
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Unless you play by the rules, why bother to complain? |
