Rant about tech support

[Soundmaster89]

ATTENTION RANT! Why in the world do some companies even offer tech support? if all they do is instead of helping you they leaving you with more questions then answers! i mean its bad enough that i need to call them and then talk to them for 4 hours just so they can say we can't help you! like WHAT? is this 1935? xD i wonder what's there definition on tech support is? END RANT i feel much better now!

 

[BoredSysAdmin]

From the other side of the fence: I feel your pain, as often I have to support much more complicated systems than typical consumer will ever see and I have to provide both support to my "clients/co-workers/management" and use tech support from vendors.
Sometimes 5 hour phone call with Microsoft - could save thousands of dollars and months of work (I hate MS support, but they always deliver)

All I am going to suggest is one thing: Patience is a great virtue and be try to be smart talking to tech support ( hint: They are people too)
Some tips here: http://arstechnica.com/staff/2014/11/atts-outdated-unlock-policies-cost-it-a-loyal-customer-me/

"You can't always get what you want
But if you try sometime you find
You get what you need"

 

[Soundmaster89]

I agree 100% with everything you said! but i will say this there is a difference between being nice to the person that calls tech support that needs help and just being a total you know what. Every time i had to call or chat with tech everyone was super nice to me 10/10 and even if they couldn't fix the problem they were like well if we find a way to fix it we contact you. i guess i was ticked off by the way my problem was handled this time. Lesson learned

 

[lsiberian]

Not sure what your issue is, but I never have issues with Phone Support.

 

[BoredSysAdmin]

I agree 100% with everything you said! but i will say this there is a difference between being nice to the person that calls tech support that needs help and just being a total you know what. Every time i had to call or chat with tech everyone was super nice to me 10/10 and even if they couldn't fix the problem they were like well if we find a way to fix it we contact you. i guess i was ticked off by the way my problem was handled this time. Lesson learned

Sooner or later in every support call there is need to change whom you are talking to. Sometimes it helps to get the supervisor involved and get to second/third level support or simply another tech. Just hang up and call again.

And yea - outsourced support is horrible in most cases.

 

[Soundmaster89]

Not sure what your issue is, but I never have issues with Phone Support.

it was a simple question about a connection between 2 devices thats all. i wasn't asking for the winning lottery numbers but the person at tech did make me feel this way.

 

[lsiberian]

it was a simple question about a connection between 2 devices thats all. i wasn't asking for the winning lottery numbers but the person at tech did make me feel this way.

What is the question? Perhaps we could help.

 

[markw]

it was a simple question about a connection between 2 devices thats all. i wasn't asking for the winning lottery numbers but the person at tech did make me feel this way.

Having been of on the other end of the phone for several software consulting firms during my career in that field, many times what a client sees as "simple" is not as simple as the consumer thinks.

Remember, a duck looks calm swimming on the water but it's legs are moving like crazy where you can't see them.

And, sometimes I found myself in the unenviable position of having to tell the client that their "simple" request cannot be accommodated.

 

[Soundmaster89]

What is the question? Perhaps we could help.

http://forums.audioholics.com/forums/threads/iptv-question.92470/ good luck xD I am getting gray hair over this one LOL in general the connection will work i found out that much the only question is will i get the best in terms of sound (5.1) and picture (720/1080i) that way.

 

[Soundmaster89]

Having been of on the other end of the phone for several software consulting firms during my career in that field, many times what a client sees as "simple" is not as simple as the consumer thinks.

Remember, a duck looks calm swimming on the water but it's legs are moving like crazy where you can't see them.

And, sometimes I found myself in the unenviable position of having to tell the client that their "simple" request cannot be accommodated.

yes simple isn't always the right way of doing things i found out already with my 2nd setup but hey can't change it need to do the more "complicated" way which really isn't that complicated but i expected that with my 2nd setup.

 

[adk highlander]

Check your other thread. I've given you some info and asked a question.