No matter where you go or what you buy, Technical Support SUCKS!

[Kristijntje]

There's a fatal flaw built into any new computer you buy -- Macintosh or PC.

The same flaw can be found in the new HDTVs at the store, the fanciest cell phones and even in the brand new HDTV DVD recorders.

The flaw is that decent technical support doesn't exist anymore. No matter how good the product, you're going to need help someday. My guess is you're not going to get it.

If you've patiently tried everything tech support suggested and still have a problem, politely ask to speak to a supervisor. Tech support centers often organize support groups in what they call tiers. Routine calls get tech support people with the least amount of training. Tier one experts are called in when lower-level support can't help...

full article: http://www.ecommercetimes.com/story/FYHl...here.xhtml

[rose]

Lower-level tech support jobs in most call centers are today's equivalent of yesterday's fast food jobs.  The people who are hired can answer basic questions from a script or make you a burger but they can't solve tough problems or make you a gourmet meal.

[regic]

[quote author=rose link=topic=4486.msg20750#msg20750 date=1155536283]
Lower-level tech support jobs in most call centers are today's equivalent of yesterday's fast food jobs.  The people who are hired can answer basic questions from a script or make you a burger but they can't solve tough problems or make you a gourmet meal.
[/quote]

The people assigned to answer the phone rarely have the background to solve anything but the most mundane problems.