I had to call MS support today..........

ericn1300 · #1 02-02-2007, 06:45 PM

and this is who i got. http://www.geocities.com/ericn1300/support.jpg

Andydg · #2 02-02-2007, 07:57 PM

LOL...probably the same guy my friend got when he called Dell Tech. Support.

'97ventureowner · #3 02-02-2007, 10:51 PM

Ever notice these tech support people from India have American names??? Just doesn't sound right, "Hellooo, MY name is Mike, Hoow may I help yooouu?" His real name is probably Sanjay or Ashkar

. Same thing happens to me when I call Tracfone.

'97ventureowner · #4 02-02-2007, 10:58 PM

Ever notice these tech support people from India have American names??? Just doesn't sound right, "Hellooo, MY name is Mike, Hoow may I help yooouu?" His real name is probably Sanjay or Ashkar

. Same thing happens to me when I call Tracfone.

ericn1300 · #5 02-03-2007, 12:43 PM

Quote:

Originally Posted by Andydg

LOL...probably the same guy my friend got when he called Dell Tech. Support.

well, at least he got the employee of the month.

doberman_52 · #6 02-04-2007, 12:46 AM

Yeah, I wish there was some magic trick to be able to undestand them or a button on the phone to translate them, I hate calling tech support.

ZL1power69 · #7 02-04-2007, 01:42 AM

tech support is horrible to use. the "technicians" barely know how to speak english. after using their advice twice my computer is still brain dead and i need to deal with them again to find out where to send it for repair. i think the only company that has not out sourced their tech lines to other countries is Apple.

blazee · #8 02-04-2007, 08:14 AM

Quote:

Originally Posted by ZL1power69

tech support is horrible to use. the "technicians" barely know how to speak english. after using their advice twice my computer is still brain dead and i need to deal with them again to find out where to send it for repair. i think the only company that has not out sourced their tech lines to other countries is Apple.

Dell directs their customers with business computers to Texas. The home user gets directed to India.

BrodyP · #9 02-04-2007, 08:25 AM

Horrible you guys but so true. I work for tech support in "America" and so many customers call and say WOW an American and they begin to explain how they hate calling these other countries. One of my classes just dove into this subject of outsourcing and it was interesting to see why company do this and the effects it causes here and also over there. I for one do not agree with it.

'97ventureowner · #10 02-04-2007, 12:45 PM

What gets me mad is when I call Tech Support and they use obviously scripted answers. They don't vary from this script, and when I tell them I already did what they told me to do before calling, they seem befuddled and then go back to their script and try to find what to say next. Gone are the days when you could "talk" to an individual and they don't rely on a script for answers but rather delve into your problem and try to solve it in different ways with knowledge they have learned . It's obvious they don't know as much and have to rely on scripted answers to help you. It even seems that the scripts instruct them how to start the conversation or their answer to your question. It would be better to throw the script out and deal with each individual problem with "learned knowledge" to troubleshoot your problem.

BrodyP · #11 02-04-2007, 12:56 PM

We have to use a script so there is a standard to base everyones performance one. We cannot be individuals or personable. We have tons of scrips for every scenario. We know as techs it annoys the customers but we are required to do this we don't have a say. This goes for most tech support jobs. Get this for my closing I have to ask the customer if I provided excellent service to them today. You have no idea whats its like to ask that when you didn't help the customer or they didn't get the answer they wanted. 3 more months here thank god then I am off to a new career in a new state =).

'97ventureowner · #12 02-04-2007, 02:36 PM

Well I'm glad not all Tech Support uses "scripted answers". I helped my wife install a VPN client on our computer so she would be able to work at home on some days from her job. I ran in to some problems installing certain parts of the whole program and had to call her Tech Support at her place of work. She works for a health insurance company with 5 regional offices and at least 1000 employees at her location alone. They have their own IT dept to cover all the offices. When I called it was obvious they don't use the scripted answers but got right in and asked what the problem was and what I had done already.They solved the problem after leading me through a bunch of actions done through instructing me on my computer. They solved the problem rather quickly and I think as many times as I have used other tech support in the past that has used scripted answers I would have solved my problem a lot sooner with those if they had gone the route that my wife's company used. I'm not against scripted answers when you call but if you already have done those steps before calling, and they don't seem to understand that, it takes that much more time to solve the issue. It's like they are not listening to the customer but rather they have "their own way of doing it" and that's the only way to do it. Too bad they don't give you the option for an "advanced" form of support where you know more about computers and have tried to do a bunch of those steps beforehand and you don't have to start at "square one" going over the steps you already have done.

Gohan Ryu · #13 02-05-2007, 11:56 AM

Quote:

Originally Posted by '97ventureowner

Too bad they don't give you the option for an "advanced" form of support where you know more about computers and have tried to do a bunch of those steps beforehand and you don't have to start at "square one" going over the steps you already have done.

Here's the opposite end of the spectrum...
I work as tech support for a large law firm. Occasionally one of the lawyers here will have trouble with their home PC. The words I dread to hear from them are: "My husband (or wife) is a computer genius and he'll work with you on the phone to fix my home computer..." because that always means I'm going to be dealing with someone who thinks they know more than I do...

BrodyP, you know what I'm talking about...
'97ventureowner, I am not impugning your computer skills, this is just a typical example of what I deal with...

(Keep in mind my IT dept isn't obligated to support our users home computers. We only support the computers bought, configured and installed by the firm. So I am doing this as a favor to the lawyer having trouble...)

Me: "Please click START, then click RUN then type CMD in the window that opens".
Computer genius: "Oh you want me to ping my router? I did that, it works."
Me: "No, I need to find your IP address, please type IPCONFIG /ALL at the command prompt".
Computer genius: "What's a command prompt?"
(my tension level is rising...just do what I asked you to do you f*ckwad)
Me: "Click START then RUN then type CMD...that brings up a command prompt"
Computer genius: "Oh, my IP address? I thinks it's Verizon.com."

Me: "No, that's your ISP. Your IP address is something different. Please click the START button..."
Computer genius: "I think the problem is happening because yesterday I installed a new mouse."
Me:

"That's probably not it. I really need your IP address, can you click the START button please?"
Computer genius: "...you know, I bet if I defrag my computer that will fix things right up. Hold on a second while I run defrag..."
Me:

opcorn: "That will take a hour, and it won't fix anything...Can you just click the START button please?"
Computer genius: "Where's the START button?"

At that point I say "You need to call the manufacturer of your computer, because I think the problem is hardware related." (the problem is actually user-related, but I'm too polite to say that).

BrodyP · #14 02-05-2007, 12:42 PM

^^

excellent

I get this..

My monitor says I have no signal whats wrong how come the internet is down is somthing wrong in my area I'm not paying for this kind of service!!

.........Sir please plug your monitor in

turtlecrxsi · #15 02-05-2007, 01:44 PM

I'm so glad I don't work in the IT dept. or in tech support. I do work behind the scenes with computers but I'm more of a database user/programmer. I would've jumped out my window a long time ago if I had to deal with customers/clients. It wouldn't matter though because my window is only 3 feet off the ground...

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