Tech support worse than ever?
That’s what Michael J. Miller, editor of PC Magazine, has to say after looking at the magazine’s consumer survey
PCs are more reliable than they have been over the past few years, but tech support is worse than ever . That’s my takeaway from our 19th annual Reader Satisfaction Survey.
He goes on to note
The complaints I hear from readers back up the trends we’re seeing. Either your computer is completely reliable and you’re happy, or you’ve had trouble, in which case you’re incredibly frustrated. The problem is threefold: First, we rely on our computers more than ever, so if a hard drive fails, we’re more likely to lose critical personal information. Second, problems are much more complicated to solve than ever before. A spyware infection can be not only tough to diagnose but even tougher to clean up. And third, tech support just isn’t as good as it used to be. Web-based support can be helpful, but when you need to get a real person on the phone, it’s hard to get through and even harder to get a simple, correct answer.
I decided a long time ago to avoid calling any vendor’s tech support if at all possible. Companies have been cutting costs in the support area for years. The people in these jobs are poorly paid and have minimal training. They are often in third-world countries. They are under a lot of stress and read from a script. Basically, they are not equipped to help anyone who knows anything much about computers. If you must call, the trick is to get your problem escalated to a more knowledgeable person at a higher level.
Did you enjoy this post? Why not leave a comment below and continue the conversation, or subscribe to my feed and get articles like this delivered automatically to your feed reader.
Comments
No comments yet.
Sorry, the comment form is closed at this time.