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Dec 29th, 2004, 4:08 pm
I work for a computer manufacturer, providing support for its consumer customer base. I'm kind of high up, taking escalations for corporate office. Suffice it to say, I get the ugly ones.
Have you ever wondered whether or not half the people who actually own a computer really need or deserve one? My departments get the crazy ones. The guy at the desk next to me is working as I type with a customer who's trying to install a DVD-ROM in his system, but he doesn't even know you can use the mouse to move the pointer around on the screen!
I'm starting to think that there should be some kind of compulsory education class or license, like a HAM license, that you have to present (or at least provide a number for) to purchase a whole computer system. With the amount of junk going around with Windows systems, and just how plain complicated a general-purpose computer can be, something has got to be done...
It's just a rant... I dunno...
Have you ever wondered whether or not half the people who actually own a computer really need or deserve one? My departments get the crazy ones. The guy at the desk next to me is working as I type with a customer who's trying to install a DVD-ROM in his system, but he doesn't even know you can use the mouse to move the pointer around on the screen!
I'm starting to think that there should be some kind of compulsory education class or license, like a HAM license, that you have to present (or at least provide a number for) to purchase a whole computer system. With the amount of junk going around with Windows systems, and just how plain complicated a general-purpose computer can be, something has got to be done...
It's just a rant... I dunno...
This blog entry was written by alc6379. It has received 1,028 views, 4 comments, and 0 linkbacks.
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All Recent Tags Comments (Newest First)
alc6379 | Cookie... That's it | Jan 3rd, 2005
jwenting | duckman | Jan 3rd, 2005
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OTOH it's also possible to be caught on the other end: being a customer having to deal with completely clueless and rude customer support people.
Having to wait 4 months to get a replacement DVD writer sent to you which was faulty when I first took delivery is only the latest example.
I've had CS people claim to my face that I deliberately damaged a device myself in order to get a warranty repair??? Only a complaint to their supervisor got the device accepted for repairs (and later replaced with a more advanced unit as repairs weren't possible).
At another time I sent in a device for repairs (under warranty as well) only to be told they could not fix or replace it but I would get a discount (of about 1/10 the purchase price of the device) on the replacement model.
Having to wait 4 months to get a replacement DVD writer sent to you which was faulty when I first took delivery is only the latest example.
I've had CS people claim to my face that I deliberately damaged a device myself in order to get a warranty repair??? Only a complaint to their supervisor got the device accepted for repairs (and later replaced with a more advanced unit as repairs weren't possible).
At another time I sent in a device for repairs (under warranty as well) only to be told they could not fix or replace it but I would get a discount (of about 1/10 the purchase price of the device) on the replacement model.
alc6379 | Cookie... That's it | Dec 30th, 2004
cscgal | The Queen of DaniWeb | Dec 29th, 2004
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Didn't know a mouse moves a cursor around the screen? That's pretty ... err, pathetic.
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A lot of times, those techs are under folks who are tightwads. Around here, we have a notion of "profit sharing", which usually means a multi-hundred dollar check that you get every year. People are so concerned about this money that they get tight about shipping a customer a $5 replacement IDE cable to go out with the $400 300GB hard drive we just shipped.
That's the part that irritates me-- we're supposed to be here for customer service, and then you got people worried about losing that .00000000001 cent off of their profit sharing. And stupid techs are what I'm here for-- when you've talked to stupid techs, you end up talking to me, so don't get me started there....