Comments on: The State of Phone Support: Not Good http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/ Sun, 03 Jul 2011 10:20:26 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: HP is the New Dell: Great Customization Options and Even Better Price | Bob Caswell http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-4160 HP is the New Dell: Great Customization Options and Even Better Price | Bob Caswell Tue, 15 Jul 2008 15:08:40 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-4160 [...] slick and glossy offerings). And the phone support system was (and still is, to a certain degree) a nightmare of touch tone loops which felt like its sole purpose was to make sure you never spoke to a [...] [...] slick and glossy offerings). And the phone support system was (and still is, to a certain degree) a nightmare of touch tone loops which felt like its sole purpose was to make sure you never spoke to a [...]

]]> By: HP is the New Dell: Great Customization Options and Even Better Price | TechConsumer http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3874 HP is the New Dell: Great Customization Options and Even Better Price | TechConsumer Wed, 28 May 2008 04:39:27 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3874 [...] slick and glossy offerings). And the phone support system was (and still is, to a certain degree) a nightmare of touch tone loops which felt like its sole purpose was to make sure you never spoke to a [...] [...] slick and glossy offerings). And the phone support system was (and still is, to a certain degree) a nightmare of touch tone loops which felt like its sole purpose was to make sure you never spoke to a [...]

]]> By: It’s Comcrapstic! My Comcast Tech Support Story | TechConsumer http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3627 It’s Comcrapstic! My Comcast Tech Support Story | TechConsumer Tue, 08 Apr 2008 12:59:15 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3627 [...] more on these kind of issues, check out The State of Phone Support: Not Good, How To: Provide Phone Support That Doesn’t Suck, and Why Are Companies So Horrible At [...] [...] more on these kind of issues, check out The State of Phone Support: Not Good, How To: Provide Phone Support That Doesn’t Suck, and Why Are Companies So Horrible At [...]

]]> By: Comcast Rewards You for Complaining Publicly | TechConsumer http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3610 Comcast Rewards You for Complaining Publicly | TechConsumer Mon, 07 Apr 2008 04:28:13 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3610 [...] place and the issue was resolved. This sure beats what he experienced earlier with the automated phone system and misleading customer [...] [...] place and the issue was resolved. This sure beats what he experienced earlier with the automated phone system and misleading customer [...]

]]> By: How To: Provide Phone Support That Doesn’t Suck | TechConsumer http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3479 How To: Provide Phone Support That Doesn’t Suck | TechConsumer Wed, 26 Mar 2008 18:24:21 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3479 [...] work for SewellDirect.com, and I definitely get to see a lot of both sides of the phone support dilemma. I’ve worked there over a year and a half doing tech support through phone calls, email, and [...] [...] work for SewellDirect.com, and I definitely get to see a lot of both sides of the phone support dilemma. I’ve worked there over a year and a half doing tech support through phone calls, email, and [...]

]]> By: Bob Caswell http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3393 Bob Caswell Thu, 20 Mar 2008 17:46:54 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3393 Nice, Michelle. I definitely have experienced the "don't go!" response when canceling. Funny too, how canceling is usually not the easiest option to find. It's buried somewhere three levels into the right choice of options... Nice, Michelle. I definitely have experienced the “don’t go!” response when canceling. Funny too, how canceling is usually not the easiest option to find. It’s buried somewhere three levels into the right choice of options…

]]> By: Michelle Forstrom http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3392 Michelle Forstrom Thu, 20 Mar 2008 17:13:21 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3392 Bob, Ok, can I just say "Ditto!" to all you wrote! I have to deal with this on a daily basis practically and it's nuts. The worst is the "phone support" that never has the option of dealing with a human being--then you're just stuck. And who came up with the brilliant idea of speaking your choices or info into the phone while the computer tries to "understand" it over the dull roar of your childrden or other background noise. I do have to say, though, that nothing erases "finance charges" or gets the free-bees rolling your way like trying to cancel a credit card or service. My favorite line in that conversation would have to be "May I ask why you're canceling this service?" "No, it's just too personal." Or if we're Jerry Seinfeld we could always respond-- "Spite. I don't care for the salesman who sold it to me." Bob,
Ok, can I just say “Ditto!” to all you wrote! I have to deal with this on a daily basis practically and it’s nuts. The worst is the “phone support” that never has the option of dealing with a human being–then you’re just stuck.

And who came up with the brilliant idea of speaking your choices or info into the phone while the computer tries to “understand” it over the dull roar of your childrden or other background noise.

I do have to say, though, that nothing erases “finance charges”
or gets the free-bees rolling your way like trying to cancel a credit card or service. My favorite line in that conversation would have to be “May I ask why you’re canceling this service?”

“No, it’s just too personal.”

Or if we’re Jerry Seinfeld we could always respond– “Spite. I don’t care for the salesman who sold it to me.”

]]> By: Bob Caswell http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3372 Bob Caswell Thu, 20 Mar 2008 02:00:28 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3372 Adam, good to hear your voice here! My current conspiracy theory that answers the "why" question is that there's a secret club made up of hundreds of the top consumer companies. They meet monthly to make sure no one is doing more than the others. They agreed long ago that they can compete on anything but phone support. But my theory breaks down, in that, it could be cheaper to fix these problems (it's not hard, people!) than to finance a secret club. Adam, good to hear your voice here! My current conspiracy theory that answers the “why” question is that there’s a secret club made up of hundreds of the top consumer companies. They meet monthly to make sure no one is doing more than the others. They agreed long ago that they can compete on anything but phone support.

But my theory breaks down, in that, it could be cheaper to fix these problems (it’s not hard, people!) than to finance a secret club.

]]> By: Adam Sorensen http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3371 Adam Sorensen Thu, 20 Mar 2008 01:47:18 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3371 I love it, Bob. You are so right. Often I've wanted to reach through the phone lines and smack the person on the other end. Why can't anything be done about this problem. I love it, Bob.
You are so right. Often I’ve wanted to reach through the phone lines and smack the person on the other end. Why can’t anything be done about this problem.

]]> By: Paul Ellis http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/comment-page-1/#comment-3357 Paul Ellis Wed, 19 Mar 2008 13:18:43 +0000 http://www.techconsumer.com/2008/03/18/the-state-of-phone-support-not-good/#comment-3357 Yeah, I'll report back. The number they left is a local number, but it could still be redirected to a machine. Yeah, I’ll report back. The number they left is a local number, but it could still be redirected to a machine.

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