I rang up my IT and they just told me to turn it on and off again and agsin. (who can get the reference)
Who has had the WORST Tech Support?
- Thread starter SmugFrog
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I work tech support... I for one think the worst type of people that call us are the ones who think they are somehow better than us.
I spoke to a guy with a Phd. this very morning and he got upset with me talking down to him. But you know, if I call someone angry because my internet connection died, I would at least check that the computer is turned on. And Oh, I dont know, check to see if the internet was down?
I spoke to a guy with a Phd. this very morning and he got upset with me talking down to him. But you know, if I call someone angry because my internet connection died, I would at least check that the computer is turned on. And Oh, I dont know, check to see if the internet was down?
Pc world, we get people in all the time asking to fix their computers saying that pc world had told her to buy a new one.
We ran check disk and it was fine. This woman had paid the pc world insurence and they tell her simpy to buy a new one, it disgusts me.
We ran check disk and it was fine. This woman had paid the pc world insurence and they tell her simpy to buy a new one, it disgusts me.
HTC. I love there phones but their service is shit.
Gather round young ones and i shall tell ye a story.
Had my HTC Touch for about 7 months and one day it decides to go all whacky, to solve this i simply pop my SIM card out and pop it back in. However after doing it for the 5th time that day one of the supports holding the cover snaps. O great i think as my phone lies there. Dead.
I did get it working, but any slight movement would cause it too freeze, and then after i drop it on my bed it finally dies and wont restart at all. Being the fucked off bunny that i was i emailed them my problem and they gave me a number to phone to arrange a pick up and repair.
I wake up extra early on Tuesday(damm bank holiday mondays) and phone them up. Now i am in no way racist, but when i finally get through i can here the worlds most strongest indian accent being masked by the worlds crappest english accent, also i could barely hear the guy.
So he asks me for billions of details which i dont understand as i had already made an account for my phone,
"Listen i was told to phone this number so i can get my phone repaired, not tell you every single detail of my life"
"Ok sir, very sorry sir, we can repair it sir, what is the problem with it sir"
I tell him the problem and the bastard accusses me of braking it. By this point im fucked off and just demand that they pick it up to look at it.
"Ok sir, we can pick it up sir, it will cost you 20 to 50 pounds sir, pick up can be tomorrow morning sir, do you want to continue sir?"
"Sigh, ok"
"What you will have to do is put it in a safebox and put on the labels that i will send you via the email, now what is your email address sir?"
"IV TOLD YOU IT 4 FUCKING TIMES AND ITS ON MY ACCOUNT! YOU SHOULD NOW IT BY NOW!"
"Yes sir, but i need it again".
"Sigh its ****************************, you get that?"
"Yes sir, Ok sir, thank you sir, goodbye sir" Hangs up phone, no anything else? no customer service quiz.
Anyways i wait the ENTIRE day for the labels to come, but by 2am the following morning nothing comes.
Im woken up by a rather fat UPS man at bang on 9am the next morning, i open my door, say "Sorry bud, not giving you it" close the door and fall back asleep.
Thankfully Orange (my provider) have taken the phone and are currently repairing it for free!
So yeah after that epic wall of text (had to get it out of my system) the morale of the story is that HTC customer support sucks.
Gather round young ones and i shall tell ye a story.
Had my HTC Touch for about 7 months and one day it decides to go all whacky, to solve this i simply pop my SIM card out and pop it back in. However after doing it for the 5th time that day one of the supports holding the cover snaps. O great i think as my phone lies there. Dead.
I did get it working, but any slight movement would cause it too freeze, and then after i drop it on my bed it finally dies and wont restart at all. Being the fucked off bunny that i was i emailed them my problem and they gave me a number to phone to arrange a pick up and repair.
I wake up extra early on Tuesday(damm bank holiday mondays) and phone them up. Now i am in no way racist, but when i finally get through i can here the worlds most strongest indian accent being masked by the worlds crappest english accent, also i could barely hear the guy.
So he asks me for billions of details which i dont understand as i had already made an account for my phone,
"Listen i was told to phone this number so i can get my phone repaired, not tell you every single detail of my life"
"Ok sir, very sorry sir, we can repair it sir, what is the problem with it sir"
I tell him the problem and the bastard accusses me of braking it. By this point im fucked off and just demand that they pick it up to look at it.
"Ok sir, we can pick it up sir, it will cost you 20 to 50 pounds sir, pick up can be tomorrow morning sir, do you want to continue sir?"
"Sigh, ok"
"What you will have to do is put it in a safebox and put on the labels that i will send you via the email, now what is your email address sir?"
"IV TOLD YOU IT 4 FUCKING TIMES AND ITS ON MY ACCOUNT! YOU SHOULD NOW IT BY NOW!"
"Yes sir, but i need it again".
"Sigh its ****************************, you get that?"
"Yes sir, Ok sir, thank you sir, goodbye sir" Hangs up phone, no anything else? no customer service quiz.
Anyways i wait the ENTIRE day for the labels to come, but by 2am the following morning nothing comes.
Im woken up by a rather fat UPS man at bang on 9am the next morning, i open my door, say "Sorry bud, not giving you it" close the door and fall back asleep.
Thankfully Orange (my provider) have taken the phone and are currently repairing it for free!
So yeah after that epic wall of text (had to get it out of my system) the morale of the story is that HTC customer support sucks.
It's a toss up between EA, who will sell you something then actively punish you for doing so.
Or Microsoft, to be fair M.Soft's uk customer service isn't that bad. It's just that you have to use it so bloody much.
I'll go with EA for this one, nothing will ever quite beat opening a sealed copy of BF2142, installing and getting told the CD key is already being used. THEN when posting receipt, game and cd key to EA, getting it all back with a letter basically reading "we know, it's weakness in the system, we don't care, fuck off,"
Oh joy.
Or Microsoft, to be fair M.Soft's uk customer service isn't that bad. It's just that you have to use it so bloody much.
I'll go with EA for this one, nothing will ever quite beat opening a sealed copy of BF2142, installing and getting told the CD key is already being used. THEN when posting receipt, game and cd key to EA, getting it all back with a letter basically reading "we know, it's weakness in the system, we don't care, fuck off,"
Oh joy.
I had problems with the Civilization IV Tech Team.
I'm terrible with computers, so I had to call Tech Support when I continuously received an error message everytime I went to launch the game after installation. They did eventually help me solve my problem, but here is why it sucked:
I was on hold for about 20 minutes. During this time, there was some crappy elevator music in the background of someone playing a high-pitched electric guitar very slowly to sound like some sort of Hawaiian tune. The sound of crashing waves and SEVERAL chirping birds were also thrown into the song. This looped about every 30 seconds. That's 60 loops in 20 minutes. I wanted to kill myself, or at least throw the game (or phone) out the window.
I'm terrible with computers, so I had to call Tech Support when I continuously received an error message everytime I went to launch the game after installation. They did eventually help me solve my problem, but here is why it sucked:
I was on hold for about 20 minutes. During this time, there was some crappy elevator music in the background of someone playing a high-pitched electric guitar very slowly to sound like some sort of Hawaiian tune. The sound of crashing waves and SEVERAL chirping birds were also thrown into the song. This looped about every 30 seconds. That's 60 loops in 20 minutes. I wanted to kill myself, or at least throw the game (or phone) out the window.
Bretty said:
Dear God, I hope you don't judge life experiences from Foamy the Squirrel...mikemart said:
This is not to say that all tech support sucks; I would have to say that when I do break down and have to call, which has been rare, overall I've had a good experience with it.
I understand that the tech needs to follow through a certain procedure, even if you have given the error code and tried the probable solution (i.e. removing the battery from the laptop, pushing the required reset buttons, or making sure something is plugged in). The techs wouldn't have to ask people to do those things if some people DIDN'T do those things - I've read several tech support rants about the customer stating after a long call "Oh! It's not plugged in!"
I called RIM's tech support about my Blackberry for the simple reason I could not receive picture messages. Everything else about my phone was working great; and my wife loved the phone so much she went out and bought the new (at the time) Pearl - for $300.
This woman I spoke with went through everything she could think of to try and fix it, and we were on the phone for an hour. Eventually she says, "Well, because there is obviously a problem with the phone, we're just going to have to send you a new one - but because we're all out of that model, we'll send you a Pearl if you want." Awesome. My wife was so ticked off that I got it for free.
I also spoke with the Indian guy about my router. Several times I had to ask him to repeat what he had said, and in the first few minutes I really didn't understand much of what he saying. In the end, he got the router working - with a procedure that wasn't documented in the manual - leaving me a bit irate with the company but happy that it was working.
and what was the result? A small fee back which you then went on to spend on a new and useless router / modem, the same router / modem you had before you started the whole thing and someone telling you their were repairs being conducted on your phone line. A SNR check would have shown the same result. You also say you had stable connections at times so you could have done a ping trace which would have ID'd your issue. You could have done a reset of the router to see if connecting to a different pipe would resolve the issue or you could have checked on the phone companies own website which would have listed any phone line work that was going on.
The means were there to
a). Test the router
b). Test the phone line
c). Test the ISP own service level
Instead you spent two weeks or so, four phone calls and the result was.... uh £3 off your ISP service.
The thing that gets me is that a lot of these stories end the same way. With the person getting angry, swearing and then hanging up.... whilst forgetting the simple fact that they weren't intelligent enough to resolve the issue themselves so they decided to phone tech support instead.
IT Crowd.
Let's clarify. Phoning up tech support to get something RMA's is not the same as phoning up tech support to resolve an issue you could have resolved with five minutes of engaged brain power. Primarily because the former is going to be impossible to fix yourself unless you're an electronic engineer (ooops I am by the way) if the latter can be fixed by them chances are it could have been fixed by you.
Maybe I have to clarify why I think like this. Back in my Uni days I used to work for a company that often ended up dealing with... well the easiest way of saying it is idiots. People who got as far as, it's broke blame the guy I bought it off of. People who go from problem straight to it's someone elses fault completely skipping what if I engage my brain and try to solve this myself.
What's the result if you live like this? Well the result is someone else has to resolve all your issues, you become dependant on someone else to do the job for you. On the other hand if you resolve the issue yourself you
a). Work on your problem solving skills, something that can be applied to other problems
b). Learn more about how the 'broken' thing works. Meaning you can solve the issue yourself if it happens again but also you leanr how to possibly resolve other issues
c). Save yourself time and money (Look at the stories, two weeks here, two days there, an hour on the phone all cost and time.) and save for genuine RMA items all stuff that could have been resolved quicker, cheaper and with less stress if the person had applied some thought to the process.
well when i had my first comp i had a problem with window witch back then i didant know how to fix and they started asking me stupud thinkg like have i turned it off and back on did i check the power cabkes and stuff like that
oh and the ema only people from england will probs know them but i rang up there coustomer support thing cuase they were not sending throw a form they were ment to even though they said i was accepted for it nerly a year later i was still being told i was accepted and the form would be sent off in 1 week but once the company got taken over by new management i rang back it turned out they had lost my form it nether even when through the procces of being accepted
oh and the ema only people from england will probs know them but i rang up there coustomer support thing cuase they were not sending throw a form they were ment to even though they said i was accepted for it nerly a year later i was still being told i was accepted and the form would be sent off in 1 week but once the company got taken over by new management i rang back it turned out they had lost my form it nether even when through the procces of being accepted
I don't know man. Some people just aren't as gifted in certain areas as others are. It's one of my biggest pet peeves to see someone who has no common sense when using a computer wanting to be involved in a computer-related job, just because it sounds fun or pays well. For example, I have a friend that teaches a computer class and will routinely ask me simple questions - including asking about the parts of a computer (the hard drive? RAM? REALLY?). It blows my mind that she does not know this stuff, yet she holds the job.Laughing Man said:
I do agree with you about people not trying to solve the simple problems though. I can't tell you how many times I have been called by a friend because of a problem - and I resolved it because I had dealt with a similar issue or within 5 minutes of searching on Google. I think a lot of people just don't know HOW to go about researching an answer to their problem.
When I buy/build/upgrade my computer, I do a lot of research on the system or parts I'm going to buy. I want to know on average what others think about it or how many failures are being reported. So my friends would start asking me which DVD drive to buy, or which this or that was best. I never had an answer for them because I told them to just look it up - eventually he quit asking me. Then I overheard him asking another guy the same questions and saying "He (meaning me) doesn't know anything about computers..." - just because I didn't want to do the footwork for him. It kind of annoyed me, but I was happy he was leaving me alone.
While I agree with you on that part, I don't believe just because you're an electrical engineer doesn't mean you're going to be able to fix every problem you come across. I see no logic in calling people that use tech support stupid - you're just coming off as being a jerk. The problem I had with my router (and I, after trying everything I could and digging up every forum post, FAQ, whatever I could thought it was truly busted), I seriously doubt could have been solved even by you because the solution was not included in the documentation. I had never heard of the procedure the tech eventually had me to do, and I was pretty sure I was going to have to return it. In the case of the blackberry, I received a new, upgraded phone all because of a simple problem.
I believe you're biased against the person requesting tech support because of the bad experiences you've had. I've also worked as a tech support of sorts in a college computer lab. People would do the craziest things, then ask me to fix it - but that's YOUR job to do so. Obviously, you're going to run across the person you want to choke now and then. With all of that though, I don't believe it's right for you to assume the worst, lump everyone together in one group, and start hurling insults about everyone that uses tech support just because of your bad experiences.
Our problem started maybe a year ago, possibly longer. My boyfriend has Time Warner as his isp, and our network went down. Now, we're both relatively techy, so we made sure we cycled everything, checked all the cables, checked all settings we could imagine to try to have some idea of what to tell the company when we called. We called, they ran through the whole checklist (everything we'd already done and less), and we set up an appointment to have someone come out and look at it. Later that day, as we walked to the car, we noticed the cable box for his building, which was upturned with all the cables inside cut very crudely. Okay, so that explained it. They came out, we showed them the cable box (although we had to convince the guy to go look at it), and he called in someone whose truck actually contained actual electronics repair equipment to fix it.
Fast forward to every single f-ing time this has happened since then, which is an average of once every 2 months or so. (Still haven't caught the bastard doing it.) EVERY TIME we call, the person on the other line is saying "Sir, let me have you restart your computer and let me know if that works. Then, go into your network settings window..." while my boyfriend is on the phone shouting "There are cables sticking up out of the ground! Pieces of cable are lying on the ground 3 feet away! It looks like it was mangled by a tiger!" And every time, they send out someone who can only reset modems and make minor splices, who then has to call out someone else with the real equipment, so we can wait _another_ three days for him. Finally, the last time that happened, the first guy showed up at the apartment and without letting him speak, we said, "Let us show you the box outside." When he rounded the corner, he said, "Oh, shi... oot." and hopped on his cell phone to the next guy. When _that_ guy got there, we said, "Okay, we're tired of this. This is the only problem we've ever had here. Is there a way we can bypass this whole process?" He gave us a number that goes straight to their maintenance section at our local office. Thank god for someone with some sense...
Fast forward to every single f-ing time this has happened since then, which is an average of once every 2 months or so. (Still haven't caught the bastard doing it.) EVERY TIME we call, the person on the other line is saying "Sir, let me have you restart your computer and let me know if that works. Then, go into your network settings window..." while my boyfriend is on the phone shouting "There are cables sticking up out of the ground! Pieces of cable are lying on the ground 3 feet away! It looks like it was mangled by a tiger!" And every time, they send out someone who can only reset modems and make minor splices, who then has to call out someone else with the real equipment, so we can wait _another_ three days for him. Finally, the last time that happened, the first guy showed up at the apartment and without letting him speak, we said, "Let us show you the box outside." When he rounded the corner, he said, "Oh, shi... oot." and hopped on his cell phone to the next guy. When _that_ guy got there, we said, "Okay, we're tired of this. This is the only problem we've ever had here. Is there a way we can bypass this whole process?" He gave us a number that goes straight to their maintenance section at our local office. Thank god for someone with some sense...
Sorry mate but everyone's a useless idiot until they prove otherwise. The sad thing is that in most cases that opinion is right.