customer service???!!?

[Farbio]

we finally got our new external dsl modem today after much hassling from sprint and went out to buy a nice new linksys router, and we connect it all up install everything correctly, and we can't get a signal across the network, so we call sprint tech support and actually only have to wait about 2 min on hold, rather than that normal 45 - an hour. basically, the tech says, i can see u on the network, but that's all i can help you with, so we call linksys for router tech support, and they're solution is to uninstall ie and reinstall it, how ingenious, y didn't i think of that one??!! and after a few minutes, he says, we are at 14 minutes and our calls are limited to 15 minutes, so you will have to call back. my roomate argues with him and tries to get to talk to a super, and the tech says that's not possible, to which my roomate replies back, fsck you, i'm gonna go buy a d-link! i almost fell out of my chair at that one, but what is with this 15 minute limit??? anytime i have ever called any tech support, they have stayed on the phone indefinitely until my problem is solved or they can do no more, so is this wrong that we're pissed off at this service???

anyways, end of rant!

 

[Dameon]

that service rep is VERY self interested. ALL reps are judged by measures of productivity, and this one has most likely set this "15 minute limit" in order to get his times low and look good to the bosses. Many outsourced support locations DO NOT GIVE A CRAP about solving problems, and forcing more calls makes them money. See, most tech firms are moving to an outsourced basis so they can expand and contract their staff at will, without having to go through mass hiring / layoffs. Especially seasonal businesses in tech like major system vendors are doing this. I know Dell, Compaq, and several others do it. It really bites, and I'd personally reccomend calling back or writing them to say so. Companies are going to pull this as long as the customer allows them to get away with it.

 

[noxipoo]

Dell's service is ok. Compaq and others just have you send the part back 99% of the time.

 

[Farbio]

oh, believe me, they are going to be hearing from us in the morning during normal business hours.

noxipoo, i think dell has great service, they have always helped me or anyone that i have had call them. i have never dealt w/ compaq, but i did deal w/ acer a few times years ago when i got my first pentium, and the experiences were always very good and the techs very helpful, i just had never heard of a 15 minute time limit!

 

[b0red]

blah

Took me a month to get a RMA # from Linksys. How fun.

 

[Ronstang]

I think his "15 Minute rule" was his way of saying: I have absolutely no idea how to fix your problem because I am an underachieving dumbass and if I stay on the phone any longer you will realize this, and you may not talk to a supervisor because I do not want you to notify him of my dumassitude.