Why does tech support suck? Part 2

A few days ago I wrote about why tech support sucks. In the course of my rant I used Dell as an example. I only used Dell as name to put in the article and not to actually point out any flaws in Dell’s Tech Support.

For those of you who know me personally and have asked for computer recommondations my number one choice is Dell computers with Gateway’s being a very close second.

This post is actually in response to a Dell Rep (Richard Binhammer)?who left a comment on the last post. Read it here.

I will say I actually have had very pleasant experiences with Dell tech support overall. One example comes to mind. I had a customers Dell desktop at the office with a bad hard drive. Even though I knew for a fact it was a bad hard drive I had to go through the steps with Dell to confirm the problem. As most of you might have experienced at one time or another the Tech Support rep will ask for a contact number incase of disconnection. Well during this call the connection was dropped (I was using my cell) and to my suprise I actually got a call back in 5 minutes approx, and from the same guy and his manager was one the phone. WOW! I was impressed. After he called me back we finished the process and had the hard drive on its way to me.

This does not mean Dell is perfect and NO tech support / tech vendor will EVER be perfect. Even I am not perfect and I have my days where I don’t want to deal with a customer because they refuse to listen.

The most important thing to know if you ever call?tech support and they tell you to restore the system with the restore disks, DON’T do it unless you have?BACKED UP YOUR SYSTEM.?Restoring the system with the restore disks will WIPE OUT YOUR SYSTEM AND ALL YOUR DATA.

If your asking who’s tech support do I hate to call the most?
SBC / ATT / YAHOO (whatever the hell they want to be called) DSL SUPPORT. I have a cusotmer with 29 DSL lines and each one is “whatever their name is today” and the first answer I get for any problem is “My records indicate a change order is in progress”.

When your looking for tech support do not go with the free option it will usually cause you more pain than its worth.

Loren Nason
Future of Real Estate Technology

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