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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Want to know why technical support can be bad? Technicians can get burned out on the job real fast. Imagine taking calls from people that think the monitor is the PC and they want to have spyware removed while thinking it's fault of the PC maker. Or they need special training to use a mouse or even how to setup the PC even though a 2 year old can follow the illustrated directions. Computers require a certain amount of education and intelligence to use. Where I worked people would call in for this kind of thing constantly and it was enterprise support. If people wouldn't demand that PC companies support user's and MS's mistakes and feel the PC maker has to hold thier hand while they install a program, tech-support would be much better. Technical support is to fix a problem, not to train users in the very basics. Of course, printed manuals explaining maintaince and basic use would solve these problems but why waste money for a manual when users can clog enterprise support to learn how to click OK to install Bonzai Buddy?