Tech Support Rage: Is It Intentional? - Comments Page 1

Cox is the worst, they can't even answer basic questions.

The old proverb (Never attribute to malice what is adequately explained by stupidity) is known as Hanlon's razor, after its author Robert J. Hanlon of Scranton, Pennsylvania,

Recently I called DISH tech support on a Saturday afternoon for help connecting my new TV. There was no wait- I was immediately connected. Dan was the tech and he told me he was located just outside of Columbus, Ohio. It took a while for things to load but he expedited the process as much as possible. He was patient, friendly and professional as well as knowledgeable. By the time we hung up everything was working. It was a very positive experience and typical of my other experiences with DISH.

I have worked as a tech-support agent for a large cable Internet service provider (working for a third-party support firm). This service went through several incarnations. First, it used the AtHome service until AtHome went 'down', then it 'morphed' into a cable-internet service provided by the corporation itself, then finally the service was 'sold' to another large corporation.

In the service's first iteration (AtHome), while techs were trained to solve problems during training, once 'on-the-floor', new agents were told by more seasoned agents "Your real job is to get the customer off the phone", and call-taking agents (like me) were not provided any power (or tools) to be of much help. we acted as traffic managers/call routers. We collected and entered specific information into our notes, then 'escalated' the issue either to 'tier 2' or to get an on-site tech visit scheduled.

In its second iteration, the situation improved slightly. Tier 1 agents were more able to help customers fix non-hardware (configuration) issues. We were also able to determine if there was an issue with the modem, so for non-modem issues we still escalated subscribers to tier 2 if 'delete the driver' did not help, and for modem-related issues, we could directly schedule a service call.

The third iteration (under the new company) was the best of all. We were directed to try to correct the subscriber's issue on the first call (First Call Resolution) as quickly as possible. A call was qualified as a first call resolution only if we were able to find a solution for the issue. If the cause was between the modem and the Internet (or with the modem itself), we scheduled a service call (directly). If the issue was between the subscriber's computer and the modem, we determined whether the issue was related to the computer's hardware (Network adapter, etc.) or configuration. If the issue was in the configuration, we helped the subscriber fix it. If we found that the issue was with the hardware, we referred the subscriber to the computer seller et-al.

I have understood Networking since the DOS days (and I've probably forgotten more than I know now), so I always tried to help the subscriber as much as the tools I was provided allowed. This was not the case for many agents, and I became one of the go-to-guys on the call center floor. Over the four years I worked for that company, I developed my own set of routines, which I designed to quickly identify the subscriber's issue (you'd be surprised how often the only information I got when I asked the subscriber "How can I help you?" was "My Internet don't work!"), then proceed to a workable solution. I had one set for Windows and another for Macs. I have never owned or used a Mac, so I was particularly proud of that set :).

While I agree that companies probably do all the research Bob describes in this item and try to keep their support costs as low as possible, a significant portion of responsibility goes to the agents themselves, and to their supervisors who allow them to do what they do.

Because I have been a tech support agent, I have learned the art of remaining calm (and pleasant) under pressure, and I know when to display my ire (in a productive manner). One thing I do is to pay attention to the agent's tone. If (s)he sounds the least bit unknowledgeable, I ask for a supervisor - politely.

While recently attempting to resolve a failed service-change issue, I went through all the steps the agent required, even though he sounded very nervous/hesitant. At the end of the call, he told me he had a very lengthy procedure to complete, and that he would call back when finished (he even confirmed my home phone number) - he didn't call back. The next day I called back and immediately requested a supervisor. The agent asked me to let her try to help, and if she couldn't, she'd transfer me to her supervisor. This agent knew what she was doing, and had my issue resolved in short order. I always note the agent's name and the date/time the call was answered, and all related details. After my issue was resolved, I asked that a complaint be made against the agent from the previous day. She then escalated me to her supervisor. The difference between my two calls was that on the first call, I got an agent who didn't know what he was doing while on my second call, I was lucky enough to get someone knowledgeable.

Companies should be required to retrain or test their agent's knowledge annually to ensure their customers get nothing less than authoritative assistance.

My2Cents,

Ernie

ATT is support is pretty bad. I have spent hours on the phone with them. Internet out for a week due to a part having to be ordered. Walk you thru steps you have already done and told them about, ending in same results of no improvement. Once I told the rep that I saw the internet cable had been cut down the street by a neighbor digging after I noticed my service went out and they said they did a line check and there did not appear to be a problem.
Even waved down a service tech going into the next subdivision and he admitted he saw the cable sticking up out of the ground but he could not fix it unless he had a work order. That's quality customer service(NOT!).

The first thing that bugs me is the crappy "music" you hear over and over again while on hold.

If they tell you to call another number to get to another department, they never tell you the IVR set of numbers to get to where you need to go. (Press 3, then 7, then 2)

My favorite reply to ignorant “Tech Support” people…
“I shall try being nicer when you start being smarter!”

Positive: As much as I detest Comcast for their deceptive pricing and annual increases, I must say that my experience with their tech support has been good.
Positive: Though limited, my experience with Costco is also like a breath of fresh air.
Negative: Too many to list. Bank BB&T is impossible. (The solution: Call your local branch office.)

Comcast personnel always “Blame the Other Guy”!
Over the years, ever since “Outlook Express” (then “Windows Live Mail”, several Non Microsoft E-mail programs, MS Office Outlook mail, Windows 10 Mail) when I have used SEVEN or EIGHT Different E-mail Third Party providers, yet out of having 5 different E-mail addresses at the same time, they have always FAILED in the exact SAME way, on the SAME E-mail Addresses!

What is happening is SOMETIMES I get another set of E-mail messages to download to my computer every time “Send and Receive” is activated on just the “jdng”! Two, Three, or MORE copies of the same E-mails! All sent with the exact same Date and Time Stamp! But of course, “jdng” is the E-mail address that I get the MOST E-mails on!

It can’t be that ALL of those 3rd party apps ALL failed in the exact same way for the very same E-mail address.

It, therefore, MUST be Comcast doing it!
--------------------------

COMCAST
Technical “Support” is the PITS, after fully explaining myself to some idiot, who passes me on to another dum-dum, then once again go through all the various steps of RE-identifying myself to each new person I talk to, and then I have to explain myself all over again. I usually I get hung-up on after getting someone who is much less informed about Technical Support than I am, then I have to call back again! Then it is back to square one.
BUT DON’T GET MAD!

You go through the Phone Tree to get to the Department that you want. You must identify yourself and prove you are a customer, while in the Automated Phone Tree System before you get to talk to anyone or get automated support. Then you have to re-ID yourself again, before you actually get to discuss your problem, but they are just ‘Phone Answerers’ who then they pass you on to someone else. Then once AGAIN (THIRD TIME!) you have to re-ID yourself again, before you actually get to discuss your problem, who may or may not have the wherewithal to actually help.

The Tech Support is terrible, it always seems I am like talking to someone who is on his first day on the job and has had NO Training!
The simplest things that they must do many times every day, takes them HOURS, and you have to talk to four or more different people... and ID and explain yourself all over again to each of them!
If they are stumped, then they should PASS IT ON to someone who can ACTUALLY HELP you, instead of plodding along and reading what is on the webpage or their tech support book, while you are on hold, because this is apparently the very first time that they have dealt with this problem. Then if they finally do pass you on to someone else, you have to go through the entire process of re-identifying yourself each time you talk to a new person! You have had to ID yourself to get to the previous person to prove you are a customer… or you would have never gotten to that person! Why should we have to do it all over again?
BUT DON’T GET MAD!

Then you tell them exactly what you are doing... and then a minute later, they ask you to do it, because they were not listening to what you have to say!
ME “I am shutting down my computer” TECH: “Please shut down your computer”
ME “I am now logging back on to my computer” TECH: “Please Log On now”
NO KIDDING!
I WOULD NEVER HAVE FIGURED THAT OUT BY MY SELF?!
BUT DON’T GET MAD!
Or you must tell them five times or more the same information. “I need help resetting my E-mail Password” What part of that, did they NOT understand the FIRST time?
BUT DON’T GET MAD!
THEY DON’T LISTEN! You tell them where you are and what you are doing, such as “I have the Device Manager open”, then they direct you to go on a long circuitous path, to get right back to where you just were on the Device Manager, using the most simplistic or ignoramus instructions possible.
Or, they treat you like you have never SEEN a computer before and you are three years old! TECH: “Do you see the Windows Button on your keyboard?” DUH! No, I have never even seen a keyboard before, what’s a ‘keyboard’? What is wrong with the TECH saying: “Press the Windows Key, then…”?
BUT DON’T GET MAD!

You go into the Comcast Office to get a new Cable Box, before they hand you that new Cable Box, they have all of your information right in front of them, Name, Address, and Customer Number. They have the boxes serial numbers right there in front of them, they have scanned in those numbers and assigned that Cable Box to you, but now you have to go home connect the box, then waste time calling Comcast Tech support to Activate the boxes! You have to READ the tiny little print on the serial number, that was just in front of the Comcast Office person just a half an hour ago or less! They have already SCANNED IT IN and registered that Cable box to your account at the Comcast Office, or it would not have it issued to you! Then, you get someone on the “Activation Team” that is totally CLUELESS like he has never done this before! It takes TWO HOURS!

OK, perhaps there is an actual technical reason that the box needs to be provisioned after you have connected it to your TV, but Comcast should be expecting and anticipating that call and have all your information and the information about the box in front of them when you call! After all you have just identified yourself to get to speak to them!

This is the way it should be: “Hello, this is Joe Smith at 999 Anywhere Street, Anytown, Ca, here is the 6 digit number I was given: “ABC123”.
COMCAST TECH: “OK, got you, you will have your box active within two minutes, thank you for being a Comcast Customer!”
That is the way it SHOULD BE!
BUT DON’T GET MAD!

Treat Tech Support Customers like ADULTS and that their TIME is IMPORTANT!
Call back, when we get cut off!
The last thing I want to hear is: “If you would like to make a call, please hang-up and dial again.” “If you would like to make a call, please hang-up and dial again.” “If you would like to make a call, please hang-up and dial again.”!
If I have wasted 2 hours on a simple Tech Support call, the last thing I want is to start all over from the very BEGINNING!
BUT DON’T GET MAD!

Many times, when doing remote Tech Support, the technician takes over your computer and does completely DUMB stuff, that you would never do to your own computer, then before quitting does not undo the goofy stuff, or instruct you how or what you need to do. For instance, they once did a delete of all the “Install Files” and never undeleted them. I did not know they were necessary to run the programs and got rid of them. Then I had to reinstall all those programs!
They don’t explain what they are doing… or why they are doing it… they just do it… without even asking for any permissions. However, if you try to stop them, they just continue on!
IT’S MY COMPUTER, NOT THEIRS!
BUT DON’T GET MAD!

I want to speak to a live person who is knowledgeable about my problem, and is a native English speaker, not someone with such a heavy accent that you can’t understand them!! Sometimes all they need to do is slow-down a bit, but they won’t do that.
BUT DON’T GET MAD!

Every-time I do Chat or E-mail “Support” you get dumb STUPID replies like this one that was sent to me like I am some kind of IDIOT!
BUT DON’T GET MAD!
(This of course, is not Comcast, but you get the picture!) “…your device needs to have GPS enabled and be powered on with a data connection.” It WAS turned on and enabled! Well, DUH! Which had absolutely NOTHING to do with my problem… it was not even addressed!
BUT DON’T GET MAD!

Then E-mail “support” still takes many DAYS to get absolutely NOWHERE!
It usually takes half a dozen E-mails to get some STUPID response “answer” that HAS nothing to do with the problem, which you have diligently explained half a dozen times!
BUT DON’T GET MAD!

Agreed, Comcast is the worst. I ended up writing letters to Corporate HQ THREE times, before I finally got someone who actually cared, over a period of 8 months.

That said, there are truly great support teams out there. Apple Support is the best I've ever dealt with, the initial contact isn't always able to fix the problem but does get you to someone who can fast, no matter what device you need help with nor how simple the solution may be. I also have an HP desktop and pay for support, but it's worth it's weight in gold as they can remote in and fix whatever problem you have and they will, politely. I also use USAA for banking and insurance, they have outstanding customer service agents as well. So they aren't all bad, but there are far too many like Comcast out there.

Comcast is one of the worst. Just last weekend I wanted to change my plan because the contract had long expired and the price kept going up every month. I went to sales and was helped immediately. When I finished, I asked for help with another problem that has been going on for over a year. (Someone opened a mobile account with my name and phone #) I see that I owe 3300.00 every time I log in. I have never had an mobile # with comcast. Once that gets agreed upon, they always say they will take care of it but nothing ever changes. Last weekend I kept getting escalated and was finally disconnected after 1-1/2 hrs. After I got disconnected I got a survey and expressed my feelings. I then got a text saying they couldn't help me and to please go to the support online. I'm still mad about that.
The best tech support is Verizon. I always get things resolved quickly.

You actually reached a human at Amazon?!?

Spill the number Bob! You will have my undying gratitude forever

Hello Bob,

This thread was a far better response than I, personally, have received of late hahaha.

Having had a total computer breakdown very recently - I can speak with authority when I say that Corsair and, especially Seasonic- were breathtakingly knowledgeable and helpful. Whereas, the supplier of the rotten apple in my pc., i.e., the motherboard - ASUS at Jakarta could not have been more uninformed about THEIR OWN PRODUCT. In fact general members of the Public on FB had more commonsence, understanding and advice.

But getting back to Bob's experiences - is it only me that thinks companies DELIBERATELY make it impossible to contact them especially by EMAIL?

Take my treatment at the hands of Barclays - a maze of hurdles to gain telephone contact only to be given a 'lost account' website. Now this is similar to an Ombudsman's office which had NO PERSONAL details of my accounts of course to help me with why my Current Account had been closed without any form of contact with me - they had my address, phone number and email address!!

I am waiting to be told why the Bank cannot check its records to tell me why, after a couple of decades, they do not know me.

Customer service? Good customer service is extremely rare these days! Thank you Bob for a very informative article, which describes customer disservice!

Hello David,

Now aren't you glad their not the Fire Department or EMT? You'd Be DEAD!

Government monopolistic services are the WORST!
Here in Canada we have the worst creation man has ever devised call the Arrive Canada App. It is designed to drive away tourists, make travel inconvenient and slowly strangle freedom. We recently had a sever problem and required remediation to correct a problem the app had caused.
ALL the phone numbers listed were NEVER answered or led to voice mailboxes that no one ever had any intention in answering.
After two days, my wife finally found a number that was answered. The woman enquired how she got this number. A day later the number was scrubbed from the web page!

I often ask for a supervisor. If the supervisor does not help I ask for their supervisor

I found that AT&T has good customer service. I learned if I don't like the response to be persistent and they will work hard to solve problem. When I renewed the price for TV & Cable bundle went up $22. I get disability and couldn't afford it so they lowered then previously paying. I just looked at my current bill and it went up $4. I called and they told me of the government Affordable Connectivity Program. If you get government assistant you may qualify for $30 off internet. I like saving money.

Your dishwasher story makes me glad Abt sells appliances in the Chicago area and responds in an hour to an e-mail + photo of the leak just after installation, e-mail sent at 6:30 pm. Fixer crew came the next morning and stopped the leak.
In the same week, AT&T restored my broadband service, finding the unexpected break in the fiber optic cable inside a box at my place. They came the day after I called. The tech and I were both happy the break was where it could be easily reached, not hidden in the wall. Four years of perfect connection before a problem. I did have to be firm with the first person on the phone who tried selling me a new gateway, irrelevant to the problem. The computer connected by wire not WiFi had no connection, and she gave in, sent the tech. He knew what he was doing.

Your dishwasher story makes me glad Abt sells appliances in the Chicago area and responds in an hour to an e-mail + photo of the leak just after installation, e-mail sent at 6:30 pm. Fixer crew came the next morning and stopped the leak.
In the same week, AT&T restored my broadband service, finding the unexpected break in the fiber optic cable inside a box at my place. They came the day after I called. The tech and I were both happy the break was where it could be easily reached, not hidden in the wall. Four years of perfect connection before a problem. I did have to be firm with the first person on the phone who tried selling me a new gateway, irrelevant to the problem. The computer connected by wire not WiFi had no connection, and she gave in, sent the tech. He knew what he was doing.

Positive results at Cap-Tel(Caption Telephone) when our phone connection kept dropping. Immediate new phone.
Problem with Walgreens internet Application. Unable to add family member and NO Tech support called when they were supposed to.