Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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But if you have a problem or question you should be able to
get a hold of "someone" and not some lame e-mail.
If half the people out there could read then email support would solve a lot of problems.
The reason you can't get ahold of anyone when calling technical support is not because no one is there. Its because you got a long line of idiots before you that need someone to waste 30 minutes explaining the difference between right and left clicking a mouse.
On top of that there are issues like incompetance or being condescendant ("did you turn it on?") or language (call Dell lately?)
Yeah most end users are incompetant. I'll agree.
Support people ask those questions because 90% of the time the person on the other end of the line is a complete dumbass.
Its clueless users who force companies to provide poor support. So many people don't even know the f*cking basics of operating a mouse and when they call, oh its not for support on a company's product. Its like a god damn tutorial hotline on how to click "My Computer".
Companies get sick of dropping big money so that idiots can call at all hours of the night when they feel lonely or the XXXToolbar rips IE a new asshole.