Consumer Reports Discovers that Tech Support Sucks

[LordRaiden]

Blame them, I didn't say it.

They also commented that commercial software is full of bugs and consumers are used as an army of unpaid testers.

That's kinda cheap. They should fix the bugs the right way instead of cheaping out. :|

 

[NikPreviousAcct]

Then this goes to them.

 

[LordRaiden]

Originally posted by: FFMCobalt
Then this goes to them.

Yep, I would agree with you there.

 

[ElFenix]

"I'm unaware of any company that would shortchange the customer in their speed to get the software to market," said Jonathan Thompson, vice president of the Washington-based trade group, which has more than 650 members.

this guy doesn't know his industry very well

 

[FoBoT]

wow , i bet that took a lot of time/money , only extensive research could have uncovered the fact that tech support sucks (but i bet they didn't discover the reason, users == losers)

 

[boyRacer]

Originally posted by: FoBoT
wow , i bet that took a lot of time/money , only extensive research could have uncovered the fact that tech support sucks (but i bet they didn't discover the reason, users == loosers)

well that pretty much makes up every general user then... since most of them buy things they refuse to learn how to operate

 

[conjur]

Hmmm...tech support going downhill.

Hmmm...tech support jobs shipped overseas.

Hmmm...

 

[J1600B]

Originally posted by: FoBoT
wow , i bet that took a lot of time/money , only extensive research could have uncovered the fact that tech support sucks (but i bet they didn't discover the reason, users == loosers)

So tech support sucks and you blame the people on the other end? I agree that some users==losers (notice sp, 1-o) but that has nothing to do with the tech support people. Tech support == burger flipper, just a different industry.

 

[NikPreviousAcct]

Originally posted by: J1600B

Originally posted by: FoBoT
wow , i bet that took a lot of time/money , only extensive research could have uncovered the fact that tech support sucks (but i bet they didn't discover the reason, users == loosers)

So tech support sucks and you blame the people on the other end? I agree that some users==losers (notice sp, 1-o) but that has nothing to do with the tech support people. Tech support == burger flipper, just a different industry.

Tech support is a two-sided coin. The techs get driven down day-after-day by stupid customers who actually NEED tech support. If you have ever worked in a call center doing tech support, you'll know what I'm talking about. If you haven't ever done tech support, I'm sorry but you have absolutely no room to talk and no possible idea what it can be like.

 

[RabidMongoose]

Originally posted by: J1600B
Tech support == burger flipper, just a different industry.

I agree with you about this.

 

[wyvrn]

Tech support sucks because companies simply cannot afford to staff knowledgeable people and keep prices where consumers want them. For instance when I worked for a major telco, they spent a lot of money on screening applicants and training them on both customer service and technical topics. There were salary incentives for achieving certifications, and experiene was a *must* to get considered for employment. We were hired on as manager level 1 pay rate with stock options and full benefits from day one. Tech support got a brand new high tech office building built for them, and we each had our own nice desks and computers. We had a kickass support department and everybody was happy.

But after about 6 months of this, management figured out they were spending waaaay too much on support costs. A minute on the phone with the customer cost them about $5.50, so if a support call went for ten minutes, the charge to the telco was $55.00. Some customers called several times a month and wanted us to spend half an hour with them each time! After a while it was obvious it wasn't going to work. So the company responded by hiring a ton of new people with no experience at a drastically reduced rate and also contracted an outsourcing company to handle overflow. Average calls on hold all day were in the hundreds. Morale was very low. This cut costs and also service levels. But this was the *only* way to keep costs down.

Customers want ultra-cheap products but don't understand that the flip side is reduced support and warranties. There has to be a trade-off and consumers are too spoiled when it comes to tech support.

 

[FoBoT]

wyvrn == hit nail on head

the call center where i work (i don't work in it :Q ) has gone from a small operation that had knowledgable people and helped users to a "industry standard" operation that has as its only goal/employee incentive "reduced call times" , shorter times == better to the call center V.P.

they don't give a crap about helping anybody anymore

and just for extra fun and excitement, the VP got the level 2 support that they were doing pushed off onto the I.T. Dept. (where i work) , so now as an engineer, i get to figure out how to weasel out of calling end losers (no -1 sp this time) and discussing where the start button is etc, etc, etc, etc, etc, etc , just because some joker at the call center decided it was time to clear his queue

:/

 

[LordRaiden]

I second that. wyvrn hit it dead on. Very good point.

FoBoT, dead on straight as well.

 

[notfred]

If people would stop buying sh!t from crappy companies with lousy support, they wouldn't have to worry about it. There is still good tech support out there for those that are willing to pay for their stuff, but you don't get much in the way of support on a $299 computer.

 

Originally posted by: notfred
If people would stop buying sh!t from crappy companies with lousy support, they wouldn't have to worry about it. There is still good tech support out there for those that are willing to pay for their stuff, but you don't get much in the way of support on a $299 computer.

Doesn't Apple only offer 90 days of tech support? How do you explain that? They're a 'niche' supplier with super-extra-high-quality products.

EDIT: and Apple is certainly no $299 computer supplier. Their products START at $799 (eMac).

 

[notfred]

Originally posted by: jumpr

Originally posted by: notfred
If people would stop buying sh!t from crappy companies with lousy support, they wouldn't have to worry about it. There is still good tech support out there for those that are willing to pay for their stuff, but you don't get much in the way of support on a $299 computer.

Doesn't Apple only offer 90 days of tech support? How do you explain that? They're a 'niche' supplier with super-extra-high-quality products.

EDIT: and Apple is certainly no $299 computer supplier. Their products START at $799 (eMac).

Apple charges for software support after 90 days, true. They still have good support though. If you call them up you can understand them and they're actually helpful. No one ever said Apple was inexpensive... they're definitely not, but they do have good support. If you buy AppleCare for that $799 eMac, it's $169 and extends the warranty from 1 year to three, and support from 90 days to 3 years.

I'd rather pay for good support that actually gets my problem fixed than get free 'support' that doesn't accomplish anything other than having me wait on hold for 40 minutes.