Who Designed This Crap? Tech Support, Need I Say More?

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Booster

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That sounds cool. If someone says: 'I've done x, y, z then it is good and speeds up the process. I wouldn't ask them to do them again unless I thought they were lying! (a la other posts). I would reserve the right to ask more questions and maybe perfrom additional things, but otherwise I would agree. It is good when you have someone half way adept on the phone, because you can easily cut out half of your instruction and say 'goto BIOS, change boot device priority etc' Instead of: 'Reboot the computer, press F2 as the computer boots up. this gets you into the BIOS screen, now...'
I come up against the techie reading the scripts off the page too. It can be frustrating. And techs who you know have not much experience. I generally ring up our distributors only to find out if there are known bugs etc, not to actually help me troubleshoot. BTW Lying just sucks! It just lengthens the process, sometimes I have to virtually bully a customer into doing something as I know they haven't done it. 'But i've already done this' 'OK, now do it again while I am on the phone and tell me what it says'. 'But but but...'

Killernotebooks:

No worries.
 

ikjadoon

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Hey, Killer. If THG never gets around to it, I'm a real good reviewer, ;)

I see what you guys mean. A tech should know that the other guy on the line knows how to go to Event Viewer or knows how to reseat a mem. stick.

~Ibrahim~
 

Kreelor

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This phrase sums up everything I find disgusting about this entire thread... and I have read every post carefully.

I have to say that the horror stories presented here are very typical of this modern day failure of Quality Assurance in product design, customer support, and the lack of integrity of companies and individuals. Companies like Microsoft, Yahoo, Intel, Western Digital, the Labor Unions in America, and too many others to name here, are at the core of the problem.

In my view, the primary reason that tech support providers cannot or will not provide what consumers want is because the products being sold by companies are incomplete, untested thoroughly, and many of those are shoddy at best. Those, and other companies, and the individuals who work for them, do not have the corporate integrity nor the personal integrity to ensure that the products they SELL to customers (whether it's hardware or software) are tested thoroughly enough to perform as adequately as their multi-billion-dollar (misleading advertising) claims. It's money first, then let the suckers who by the product beta-test them free-of-charge, and then have them pay expensive, unnecessary additional charges to seek solutions. Had the products been designed and tested fully BEFORE release, almost every problem inherent in the product would have been resolved --prior to shipping. They don't do that because they don't give a ***. Instead of fixing the KNOWN problems they introduced into their products, they start work immediately on a "New Version" of it to gain revenue. But, that 'new version' inevitiably still contains the previous bugs, and it also produces 5-times more bugs than the older one! It's how they make their Wall Street investors happy instead of their customers, and how they pocket fortunes for themselves. Their is no integrity.

If a product was designed, manufactured, and tested thoroughly.... there would be far less "need" for users to seek technical support. The damned thing would simply work the way it was designed to work! That includes software, as well. If they can't (or won't) do that, then they shouldn't sell the broken thing in the first place. It's sinful.

I'm reminded of Atari hardware and software that I used many years ago. I bought many of their products, and not once did any of them fail for me, over many years. They worked flawlessly. Other users who encountered single issues and reported them, resulted in immediate fixes -- free of charge. Atari didn't fail because of its products or service (it was way ahead of its time in technology). It failed only because of its badly-managed Marketing Department. The products always worked, and very little support was needed by consumers.

A good example of my recent experiences is the pitiful Windows 7 Pro 64-bit OS. It has so many problems that it's just barely useable. It's a stripped-down version of some previous OS to save MS from paying for 'fixes' to the older one. Microsoft's "Windows Explorer" (not Internet Explorer) should be an embarrassment to whoever designed that code and also whoever signed-off on its release. It's horrible. Countless ommissions and buggy, irritating issues. Even MS's own "System Backup" utility fails to work. I've struggle for weeks now, without yet being able to complete a backup or a System Image by using it!

Microsoft has no understandable, intelligible, well-written documentation for common users. MS's so-called "Knowlege Base" was never intended for users, but only for MS's own staff of developers, and possibly other programmers. It is convoluted, incomplete, and totally worthless for normal users. It shows Microsoft's disdain toward its customer-base. And, had "Windows" been designed correctly and completely tested before selling it, 99% of the "Knowlege Base" topics wouldn't even be necessary!!

This is the year 2013. By now, I expected that Microsoft would have had enough time to figure out how to code an Operating System that was nearly bug-free. Microsoft has NEVER completed any Operating System (free of its own MAJOR bugs) before marketing and introducing a "new" OS... merely for monetary gain!

All you people who earn your living by providing technical support, whether it's good or even bad, would have to find new careers. Microsoft (and other companies) are your salvation, and your income. To me, there should be no requirement for millions of people around the world providing "support" for products which are inherently faulty by design. And, that includes websites like this one. I've had some very good help from people on Tom's Hardware Guide over the years, but.... I feel that I should have needed it only on very rare occassions; seldomly! That hasn't been the case for me, or the countless other people who end up here in despair trying to find out why hardware and software companies just can't seem to "do it right!, and how to find work-arounds so they can use what they paid for!!!

I'm sick and tired of being held "on hold" and trying to communicate simple issues with people from foreign countries, who neither understand the products nor the English language, fluently. The entire 'system' is out of focus with what consumers rightly deserve.

I guess Ross Perot was right. This United States of America has lost control. Unions (via their greedy extortion tactics) have forced businesses -- out of business, or else at least out of this country into the hands of non-American "hut-dwellers" in far-off places. We are bankrupt and our companies can no longer function with integrity.

May God bless all of you who spend your time trying to help others. We certainly need it. We've been screwed by lame, greedy companies who only produce crap, and 'paid-for' inadequate "support." They have no will nor desire to do it right. That's the problem.

 

Kreelor

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Your post was one of the most typical scenarios I've encountered (personally) with today's 'modern' (out-of-country) technical "support!" Although it was sad for you to endure, it made me laugh because it's so typical. Why in the hell can't major companies recognize this non-sense and put America back to work (after they disband the damned unions that are forcing them out-of-the-country)?

I think this scenario would be a perfect script for a "Mr. Bean" epsidode. (He would be the idiot support person, driving the caller to near insanity for fun!).
 
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