Comments on: Top Tech Support No-Nos http://blog.worldstart.com/2010/06/top-tech-support-no-nos/ The opinions and insight of Worldstart.com Mon, 16 May 2011 14:46:18 +0000 hourly 1 http://wordpress.org/?v=3.0.4 By: ribers http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1576 ribers Sun, 13 Jun 2010 14:47:52 +0000 http://blog.worldstart.com/?p=518#comment-1576 Attempting to replace Vista with W7. Backed up everything. Still have Windows Mail utile. Have placed all files in folders that are crossing over to Windows Live Mail. As I place the files in their new folders I delete hundreds of ones I don't want anymore. I have been sending email to perhaps only 2 individuals. They receive my mail. When I receive their responses that time frame may be in 1 or more hours. I have checked my "sent" folder and there are NO files in there. I checked my "deleted" folder and not one file out of literally hundreds, was in there. I imported (or so I thought) my contacts from Windows Mail to Windows 7 mail but when I click on "new" to start a new message I have to type out the entire address to whom I am sending the message. I obviously have not done all things correctly but I cannot find out what the error was that I have made. I still have hopes of wiping out everything from Vista and Windows Mail and installing Windows 7 and using Windows Live Mail. Any assistance y'all can assist me with with just be so graciously received. I have been receiving your email on a daily basis but can no longer receive my comics from ArcaMax, or ANY of the dozens of my daily newsletters. I have friends I was sending email to daily but now I don't get their mail for 3 or 4 days. I cannot comprehend this problem. If anybody can help me it would be YOU. Attempting to replace Vista with W7. Backed up everything. Still have Windows Mail utile. Have placed all files in folders that are crossing over to Windows Live Mail. As I place the files in their new folders I delete hundreds of ones I don’t want anymore. I have been sending email to perhaps only 2 individuals. They receive my mail. When I receive their responses that time frame may be in 1 or more hours. I have checked my “sent” folder and there are NO files in there. I checked my “deleted” folder and not one file out of literally hundreds, was in there. I imported (or so I thought) my contacts from Windows Mail to Windows 7 mail but when I click on “new” to start a new message I have to type out the entire address to whom I am sending the message. I obviously have not done all things correctly but I cannot find out what the error was that I have made. I still have hopes of wiping out everything from Vista and Windows Mail and installing Windows 7 and using Windows Live Mail. Any assistance y’all can assist me with with just be so graciously received. I have been receiving your email on a daily basis but can no longer receive my comics from ArcaMax, or ANY of the dozens of my daily newsletters. I have friends I was sending email to daily but now I don’t get their mail for 3 or 4 days. I cannot comprehend this problem. If anybody can help me it would be YOU.

]]> By: Steph http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1502 Steph Wed, 09 Jun 2010 05:32:40 +0000 http://blog.worldstart.com/?p=518#comment-1502 Oh, George - I totally relate. I even have hearing aids (key word is aids, which many people don't get) but if I get a a person in tech support who (a) speaks softly or (b) speaks really fast or (c) speaks with a heavy accent OR all three (!), I get so frustrated. I WILL ask the person to speak slower and distinctly but some simply don't get it, get frustrated w/me, talk while I am asking a question, etc. I have had to say/ask to speak to someone else since our conversation is going downhill fast, many get "offended" & I just have to say goodbye and call again (praying I get a different person), So, there are some customer "no-noes" too. 1. Don't act like we are interrupting you and are a bother. (I want to stop here because I have never called World Start so don't want to infer that any of what I have said and will say applies to WS). 2. Don't be condescending and/or treat us like we are children. 3. Speak in a medium tone and distinctly. If you have an accent, and are told that we/I can't understand you, slow down some more or find a co-worker to step in. 3.5 Don't get offended if we/I can't understand you! Don't assume we are intolerant or bigoted! As said by someone else, you may have a hard time understanding us! 4. When we tell you the steps we have already taken, don't interrupt us - listen and maybe you'll hear what we left out or what step was incorrect (I particularly have this problem with our broadband provider whose knee-jerk reaction is to turn off the router and modem and turn them back on. I do that before I even call them since 90% of the time, that fixes it). My hand is getting tired here (broke an arm so can only type one-handed) but maybe some of you can think of more? Oh, George – I totally relate. I even have hearing aids (key word is aids, which many people don’t get) but if I get a a person in tech support who (a) speaks softly or (b) speaks really fast or (c) speaks with a heavy accent OR all three (!), I get so frustrated. I WILL ask the person to speak slower and distinctly but some simply don’t get it, get frustrated w/me, talk while I am asking a question, etc. I have had to say/ask to speak to someone else since our conversation is going downhill fast, many get “offended” & I just have to say goodbye and call again (praying I get a different person), So, there are some customer “no-noes” too. 1. Don’t act like we are interrupting you and are a bother. (I want to stop here because I have never called World Start so don’t want to infer that any of what I have said and will say applies to WS). 2. Don’t be condescending and/or treat us like we are children. 3. Speak in a medium tone and distinctly. If you have an accent, and are told that we/I can’t understand you, slow down some more or find a co-worker to step in. 3.5 Don’t get offended if we/I can’t understand you! Don’t assume we are intolerant or bigoted! As said by someone else, you may have a hard time understanding us! 4. When we tell you the steps we have already taken, don’t interrupt us – listen and maybe you’ll hear what we left out or what step was incorrect (I particularly have this problem with our broadband provider whose knee-jerk reaction is to turn off the router and modem and turn them back on. I do that before I even call them since 90% of the time, that fixes it). My hand is getting tired here (broke an arm so can only type one-handed) but maybe some of you can think of more?

]]> By: Connie http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1500 Connie Mon, 07 Jun 2010 20:32:17 +0000 http://blog.worldstart.com/?p=518#comment-1500 Hey I think that this Blog was great. Keep ,up the good work. Hey I think that this Blog was great. Keep ,up the good work.

]]> By: Diane Meyers http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1498 Diane Meyers Mon, 07 Jun 2010 15:10:18 +0000 http://blog.worldstart.com/?p=518#comment-1498 Another NO-NO. don't yell at Tech Support. They didn't break it. They're there to help you. Another NO-NO.
don’t yell at Tech Support. They didn’t break it. They’re there to help you.

]]> By: Dan DeLeon http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1497 Dan DeLeon Mon, 07 Jun 2010 15:06:05 +0000 http://blog.worldstart.com/?p=518#comment-1497 Gary. I kinda agree with Dennbert, but I kinda don't. In twelve years of seeking occasional tech support I have never connected with a tech support person who spoke un-accented English, (Read "American"). I am four years retired, never been to a computer class, never bought a "PC's for Dummies" book. Kind of a learn as you go type of person. At work I was surrounded by HP products and dealt with HP Techies, who were, (are), based in India. Dealing with these people has been a study in patience, which, I percieve, on the face of it, is not a bad thing. However, there can come a point in any techie/client relationship, depending on how it is going at the time, and just how insulted my intelligence is feeling, that I give myself permission to tell the techie to skip the baby talk and "tell it like it is" instead of asking me if I know where the ENTER key is, etc, etc. For the most part, my experiences with tech support have been long and grueling. To solve that problem I have gone to local help, finding that I can engage a Geek Squad member in conversation and get my problem resolved over the phone, most of the time at no cost. What a concept. Gotta love those guys. (And guyettes) I think it all comes down to what you are willing to put up with. One thing I heartily recomend is that when engaged in "Techie Talk", TAKE NOTES, It could happen again. Gary. I kinda agree with Dennbert, but I kinda don’t. In twelve years of seeking occasional tech support I have never connected with a tech support person who spoke un-accented English, (Read “American”). I am four years retired, never been to a computer class, never bought a “PC’s for Dummies” book. Kind of a learn as you go type of person. At work I was surrounded by HP products and dealt with HP Techies, who were, (are), based in India. Dealing with these people has been a study in patience, which, I percieve, on the face of it, is not a bad thing. However, there can come a point in any techie/client relationship, depending on how it is going at the time, and just how insulted my intelligence is feeling, that I give myself permission to tell the techie to skip the baby talk and “tell it like it is” instead of asking me if I know where the ENTER key is, etc, etc. For the most part, my experiences with tech support have been long and grueling. To solve that problem I have gone to local help, finding that I can engage a Geek Squad member in conversation and get my problem resolved over the phone, most of the time at no cost. What a concept. Gotta love those guys. (And guyettes) I think it all comes down to what you are willing to put up with. One thing I heartily recomend is that when engaged in “Techie Talk”, TAKE NOTES, It could happen again.

]]> By: Ted Cherry http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1495 Ted Cherry Mon, 07 Jun 2010 13:44:09 +0000 http://blog.worldstart.com/?p=518#comment-1495 The biggest farce of tech support is not having a single point of contact. More than once I have explained and gone through all the hoop jumping with my tech rep. only to learn that if a follow-up call is required, I cannot converse with the same person, and in more cases than not, have to go through the whole process again from step one. In addition to that, the instructions vary from one contact to another? If you are able to cure your problem with the first call and with the same rep., consider yourself extremely lucky! In some cases your first contact hasn't a clue as to the fix for your problem and puts you on hold while re-directing the call. And usually again, you must start all over from step one. The biggest farce of tech support is not having a single point of contact. More than once I have explained and gone through all the hoop jumping with my tech rep. only to learn that if a follow-up call is required, I cannot converse with the same person, and in more cases than not, have to go through the whole process again from step one. In addition to that, the instructions vary from one contact to another? If you are able to cure your problem with the first call and with the same rep., consider yourself extremely lucky! In some cases your first contact hasn’t a clue as to the fix for your problem and puts you on hold while re-directing the call. And usually again, you must start all over from step one.

]]> By: Dennbert http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1489 Dennbert Sun, 06 Jun 2010 14:42:14 +0000 http://blog.worldstart.com/?p=518#comment-1489 I disagree with the point of not telling the tech of your computer experience. I happen to be a very knowledgeable computer person, therefore, when I call tech support about about something that I need help with, I let them know that. So then, we dont have to be wasting time with such stupid stuff as..."Do you know how to open MY COMPUTER?" YES I DO!!!! I disagree with the point of not telling the tech of your computer experience. I happen to be a very knowledgeable computer person, therefore, when I call tech support about about something that I need help with, I let them know that. So then, we dont have to be wasting time with such stupid stuff as…”Do you know how to open MY COMPUTER?” YES I DO!!!!

]]> By: Eric Grunewald http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1483 Eric Grunewald Sun, 06 Jun 2010 02:32:38 +0000 http://blog.worldstart.com/?p=518#comment-1483 Thanks, Gary. Noticed lots of strong opinions toward foreign-language tech help. Grow up people, it's a big world out there and you're the one's speaking the foreign language. The language is Windows, or Linux, or Cobol, or MS DOS. Get over it. Any southerners out there? Anyone from Maine or Missouri? Let's not even mention Texans. You ALL have accents, and are just as unintelligible as someone from Mumbai or Chennai to anyone unfamiliar with the accent or dialect. And people should accept the fact that, either through mishap or mistake, sometimes it's broken and can't be fixed. Start over and try again. And learn the valuable lesson to back up everything often & regularly, set restore points, keep instructions and program disks handy, and make notes of user IDs and passwords. If all else fails, read the instructions. Thanks, Gary. Noticed lots of strong opinions toward foreign-language tech help. Grow up people, it’s a big world out there and you’re the one’s speaking the foreign language. The language is Windows, or Linux, or Cobol, or MS DOS. Get over it. Any southerners out there? Anyone
from Maine or Missouri? Let’s not even mention Texans. You ALL have accents, and are just as unintelligible as someone from Mumbai or Chennai to anyone unfamiliar with the accent or dialect.
And people should accept the fact that, either through mishap or mistake, sometimes it’s broken and can’t be fixed. Start over and try again.
And learn the valuable lesson to back up everything often & regularly, set restore points, keep instructions and program disks handy, and make notes of user IDs and passwords. If all else fails, read the instructions.

]]> By: Gary http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1482 Gary Sun, 06 Jun 2010 02:27:42 +0000 http://blog.worldstart.com/?p=518#comment-1482 After working for the largest cable company in the US (look it up), I know exactly what you are talking about. Believe it or not, no matter how big the ISP is, they don’t just sit and look for things going down. Outages are found by trending the phone calls coming in and by putting together the reports. If we were to monitor your uptime, I’m sure someone would start screaming about privacy issues. I’m not exactly trying to defend the big ISP (many of them are terrible), but I am trying to say that its important to recognize when it’s the time to be upset at your ISP. If you have had 5 techs out in the last month, its time to be upset. If you’ve been wondering when they are going to fix a problem that you have not called about, this is not the time to be upset. After working for the largest cable company in the US (look it up), I know exactly what you are talking about. Believe it or not, no matter how big the ISP is, they don’t just sit and look for things going down. Outages are found by trending the phone calls coming in and by putting together the reports.

If we were to monitor your uptime, I’m sure someone would start screaming about privacy issues.

I’m not exactly trying to defend the big ISP (many of them are terrible), but I am trying to say that its important to recognize when it’s the time to be upset at your ISP. If you have had 5 techs out in the last month, its time to be upset.

If you’ve been wondering when they are going to fix a problem that you have not called about, this is not the time to be upset.

]]> By: Evelyn http://blog.worldstart.com/2010/06/top-tech-support-no-nos/comment-page-1/#comment-1475 Evelyn Sun, 06 Jun 2010 00:40:37 +0000 http://blog.worldstart.com/?p=518#comment-1475 OMG....I apologize for these rude people, Julianne. There is not one reason for anyone to be rude to a tech help person. MS would be jumping with joy if one of my ISP tech help would join them. I now know when I apologize to my ISP help for being such an idiot about some problem I should have been able to fix myself they always respond to it by saying "it was a pleasure helping you....you have no idea what we have to help sometimes". Thanks for opening my eyes to what a load tech help has to put up with out of some people. I always figured my ISP tech help was just being nice to me. :-) Who knew??? OMG….I apologize for these rude people, Julianne. There is not one reason for anyone to be rude to a tech help person. MS would be jumping with joy if one of my ISP tech help would join them. I now know when I apologize to my ISP help for being such an idiot about some problem I should have been able to fix myself they always respond to it by saying “it was a pleasure helping you….you have no idea what we have to help sometimes”. Thanks for opening my eyes to what a load tech help has to put up with out of some people. I always figured my ISP tech help was just being nice to me. :-) Who knew???

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