Tech support questions

[wildred]

LOL...training is going to be the fun part

[Striek]

</BEGIN RANT>

MY BIGGEST COMPLAINT ABOUT TECH SUPPORT:

Every time I call tech support the guy/gal answering the phone cannot solve my problem, since they are reading off a script. Even IF they are capable of helping me, as previously stated, they are bound by contract not to. So the first thing that I always have to do when calling tech support is explain to whoever answers the phone that if they're reading off a script, they can't help me. At which point they forward me to people who, by contract, are allowed to use their brains.

Now understand the rationale behind this. The simple fact is that most problems can be solved with a simple script and that most customers are technical idiots. To hire CCNA or Netowork+ phone monkeys is simply too expensive, and I am not willing to pay more than I already am for Internet when a simple solution to my complaint exists.

The first time I was forwarded to a "real" tech support employee, I asked if they were able to put my name on some sort of list, so that, when calling in the future, I would not have to deal with informing the zombie on the other end that he/she can't help me (which is difficult because they get mistaken for idiots by everyone - so they ignore me telling them that they can't help me). After I enter the account number, figure out that I am on a "second teir" tech support or something like that, and just put me through to someone who can help me. By not doing this you are wasting everyone's time. I also know that this type of support exists for those with business accounts.

They will not do this. They are quite happy to waste their money and my time (and money), making me first wait on hold (which I can accept within reason), and then spend 10 minutes with the first monkey to get forwarded to the second one. This is simply a waste of time and money on both sides of the fence. I can see no valid reason why they insist on doing this. Especially after calling 13 times in the last year (yes I keep a record of it) and ending up with a "real" techie. The first 7 times I even let the first monkey go through the whole script, just to make sure that it really wasn't me being an idiot.

In general, tech support is geared towards technical idiots, since most calls come from them. But to keep the geeks happy, they should have another level of support for knowledgeable people. Keeping them happy is more important than some ISP's may think as well, since on geek vote (in any area with competition) probably equals 2 or 3 lay votes.

There is one more thing.

Every time I call, and I mean EVERY F***ING TIME, they try to sell me a cell phone and satellite tv. It gets incredibly annoying. I have telephone and DSL from the same company here. I don't mind the company trying to earn money through additional sales. I really don't get upset over someone trying to sell me something. But every time? They refuse to keep a note in my account that says "do not sell to this guy - he won't buy" or something similar. This also wastes my time and theirs. Just deal with the fact that I'm not buying anything else, keep a record of that, and that way everyone's happy and nobody's time gets wasted.

</END RANT>

Damn, that felt good.

[morganlefay]

I ..as with many other members here...will try and fix myself...because of the same experiences I have had with the tech spouting nonsense.....

Then again...I have had very good experiences with MS server support.....you pay for it.

They ask you..."are you an IT professional???" and go from there...they qualify you..I think it is about 3 steps...initial call, product, basic problem....transfer to front line product...few more questions...then onto the technical engineer....works well...and they follow up.

I guess it depends on WHAT you are supporting, and your userbase.

Dell laptop support...they use scripts....you can tell.But I have had very knowledgable assistance from thier Server support side.

I have found most software problems...will be solved if you read the "READ ME" file, visit the vendor site, and search google for users with the same issues. If that all fails...I will try tech support...via email...unless critical.

I have an excellent direct contact at my ISP...that helps...cause he knows I have tried resetting\ping\tracert etc everything BEFORE I contact him.

|3lack|ce made very excellent points.....on your basic users and their ability to communicate...
And then there are the...just basic dumb dumb dumb ......tech support calls...

Take for instance this morning....I am dripping wet just out of the shower and my daughter hands me the phone (7:30 am...must be important...cause NOBODY would call and try and talk to me before I have had my coffee)

Its the office admin from a small 20 node network I support...

admin >"We have a MAJOR problem with usernames machine.....it wont boot"

Me> "whats the error"

admin "when we turn it on..it just sits in dos "invalid system disk..."

Me> "tell her to pop out the floppy disk..."

admin> "oh...we tried that...oh wait a minute....ok thanks...its working now"

That call just cost them $$$

...specially at that ungodly hour

Anyway as I stated before...depends on who your userbase is, what you are supporting...try and qualify the user...then route to the appropriate support.

Just my .02 CDN

MLF

[wildred]

We support products for Exchange SQL Oracle Citrix and a few others. Also, we have patch management programs. So the users (I hope) are not your "mom n pop" types of people. The problem is that some of the users that DO call my company, really DONT know much. There are those that know alot as well...I guess that goes with the territory

[Aspman]

Whatever solution you put in place it won't be perfect the first time so remember to get some feedback and use it to modify how your support works.

Treat the staff well so they are pleasent and motivated on the phone to the customers.

Don't make the staff speak from a script and only a script it's nice to know that you are speaking to a human especially if you have to wait for a while. It's more pleasant to speak about the weather/football for 5 minutes than listem to on hold music.

Having a list of competent users is probably a good idea to let them bypass the 1st line support monkey more quickly.

If the staff say they are going to call a customer back make sure they do it!!!

If there is going to be a delay in getting back to a customer with information or whatever let them know about the delay. People are far more forgiving if they are kept informed.