Used-Laptop.cc

Tech Support

Technical Support from the major manufacturers has become a big joke.  The first issue that you must get past is understanding what they are saying.  If you have ever tried to understand an Indian mumbling on the phone then you must have called Dell tech support.

With everything being shipped over to foreign countries even IBM is not innocent.  They use Mexico!  However I did find that their tech support seemed to respond better than Dell's. 

This must sound like I do not like foreign people.  But quite the opposite.  What I do not like are people that do not have a grasp of the English language.  It is my opinion that if you are to service English speaking people then you should hire people that can speak the language.  To view it from another angle -- What if Americans were to service France with tech support of some product sold in their country.  If you were French wouldn't you expect to speak to someone that could speak your language reasonably well?  I know I would.

It should be noted that the idea of Tech support has really gotten out of hand.  It has been my experience that people tend to expect all their problems solved by some large entity.  Like the government or large corporation.  Hey after all if you purchase something then even if you screw it up it should be the company's fault and their responsibility to fix it.

Of my years of answering tech support questions I have found that the caller is usually not telling the whole story.  They do not want to admit that they made a mistake.  Besides they are perfect and do not make mistakes.  (hmmmmm)  The average caller usually has no hardware problems at all but will automatically claim that the hardware is faulty.  It is extremely hard not to laugh and make fun of them.  But then when you talk about Tech support we should actually call it baby sitting or in corporate words -- Customer Service.

That is why there are no really intelligent Tech support people answering the phone at Dell or IBM.  The turnover rate for those jobs is high.  I mean would you want to deal with really dumb and ignorant people all day every day every week and month that you had the job?  If not then why would you expect someone else to do that type job.

So the next time you call a Tech support number, just remember that the person on the other side of the line is simply following a script and really does not understand what is going on.  If the script fails to solve the problem then the issue is usually left in the hands of the user which is where it should be in the first place because typically the problem was a result of their ignorance and stupidity.