"123xxxxx" said in news:
[email protected]:
Please do not purchase any dlink items as they really suck in tech
support 1 they take ages to answer phone
2 they dont know what they are doing
3 they say they will email you what you need to do, they never do
4 they pretend to not understand what you are saying, by saying this
is a bad line etc....
so if you want support go elsewhere. u will regret it if you dont
Yeah, like tell us something new. Same whining can be spewed at any
software or hardware vendor.
- They take ages to answer the phone.
Oh, like you've had the majority of other software and hardware vendors
answer immediately without making you wade through ton of voicemail
prompts and then put you on hold until a human finally picks up the
call? Getting someone to immediately answer the call is so rare now
that you'll callers will be confused momentarily because they expected
to get voicemail and have to wait. Waiting in line applies to
everything in life. It's up to you to multiplex your work so you
accomplish some while on hold.
- They don't what they are doing.
Same everywhere. People everywhere rise to their limit of eptitude then
get promoted one more time to become inept. Some will train or educate
themselves to continue to rise, changing from inept to ept and then
getting promoted again to again become inept. Call your ISP, telephone
company, any government office, your school, or anywhere else. That's
the way life is. Do you think everyone participating in these
newsgroups knows 100% of what they speak?
Unfortunately the statistics show it is really the *USER* that doesn't
know what they are doing. They don't read the farking manual (RTFM).
They don't bother interrogating the product, its behavior, and the
environment in which it is used. Most consumers spew knee-jerk queries:
they have a problem and immediately call mommy for help instead of
expending any effort in trying to fix and understand the problem
themself. It's pretty hard to describe a solution when the caller can't
figure out how to clearly phrase a question or is too uneducated
regarding their hardware, software, and environment to even understand
the answer.
- They say they will email you what you need to do, they never do.
Well, what do you expect for a product with a tiny profit margin? You
buy a low-end consumer-grade operating system for a couple hundred bucks
and expect to get more than that in tech support value? You will when
you buy a system for $30K but not for $500. How much do you make an
hour? Okay, now how much of a profit margin is there on the product you
are bitching about that has poor support followup? Now divide that
profit margin by how much you make an hour to figure out many *minutes*
you could expend on providing tech support after which it becomes
unprofitable to continue providing more support. You could even be
generous and multiple those minutes by, say, 1.5 because not all
customers are going to make tech support calls. You're still talking
about minutes.
- They pretend to not understand what you are saying, by saying this is
a bad line etc....
If you truly believe they are lying to you, why are you talking to them?
How do YOU know that there isn't a lot of noise on THEIR end of the
call? I've often heard noises that interfere with the conversation that
the other party says they don't hear. The bigger problem is
understanding cant, slang, idiom, or
your-language-is-their-second-language speakers.
Remember that you paid for their product and you expect help from them.
Don't become passive when you call and let them control you. Don't beg
for help. Demand it. People move from pain. If something is easier or
more comfortable, that's the route they follow. Pushing someone off
with "reboot or reinstall and call back" is easier than taking the time
(and spending the money in man-hours) in delving into the real cause to
educate you and to perhaps circumvent the problem from recurring. If
you feel the tech just doesn't have the experience or expertise to
assist you, just ask to be connected to someone else.
It may very well be that the fault was all theirs and you're a pure as
snow. Yet you make no mention of your "problem" which I will assume
means the failure to communicate was your problem. You rant instead of
persisting in solving "the problem". Apparently your method of
evaluating people is based on a single interaction. People will have
bad days, sometimes they can't sync in with you, interpretation leads to
misinformation, and yadda yadda. Don't be telling us DLink stinks based
on one bad call. If first impressions is how you measure people, expect
repeated disappointment with most everyone you deal with in real life.
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