Comments on: Things to Remember When Calling Tech Support

By: Troy

Troy — Fri, 23 Jan 2009 14:41:49 +0000

Funny and insightful article. But I guess my main question would be: Where the heck is the ‘any’ key? lol

By: Sonya

Sonya — Sun, 21 Dec 2008 14:18:11 +0000

Huh, so THAT’s what I’ve been doing wrong all these years. Ha!

Thanks for the giggle Gord. I’ll try to think of you the next time I call a help desk.

By: Justin

Justin — Wed, 10 Dec 2008 16:28:03 +0000

Great article Gord!
Figured I’d drop a tidbit from the other side of the fence. I typically call Tech Support as a last resort to the manual, google, forums, etc. and never does it ever begin with the intention to take out any of my frustrations on the person on the other end. Mind you, I will say that it is frustrating to sometimes get a Tech who knows less about their own product than I do! That being said, I still realize that they are there to help me… my only problem is that in my experience, it can be an absolute nightmare with some support lines in getting to the right person for the right problems.
Take the wonderful Telus as an example, spend 20 minutes on their automated attendant and receive the same support tech at the end of it had you pressed 0 at the start and skipped the entire useless process… What’s my point?
That trying to get through to Tech support can sometimes in itself, be more frustrating than the actual problem with the Product!

By: Rob

Rob — Wed, 10 Dec 2008 15:50:36 +0000

Werd. A little bit of common sence goes a long way. You don’t need to be a tech just to have some common life skills like problem solving. One thing I would add to what Gord said is this: People, google is your friend. There is an answer to your problem online as your not the only one who has gone through it. Instead of waiting, becoming impatient and upset… why wait for someone else to give you an answer when you can find it yourself online. Or at the very least try, you don’t need to be a tech to use google.

By: Karen

Karen — Wed, 10 Dec 2008 12:24:07 +0000

Excellent article! That is so true about muting the microphone and mocking the yelling person on the line! I do it all the time. People have to realize that being rude and screaming at the person you need help from will not get anything resolved…bravo Gord :)

By: Alison

Alison — Wed, 10 Dec 2008 02:48:23 +0000

Hey Gordo, you hit it right on the money with this one. I love #3!! It’s all true though.

By: Kaleigh

Kaleigh — Wed, 10 Dec 2008 01:30:36 +0000

EEEK!!! Apparently, I am one of those types of callers…
I was told to check this out as I call friends, and support if I need to.
Thinking ahead of time doesn’t apply when in a panic…I guess.
Warranty? Who reads it? Seriously.
Error messages? They disappear before you can write them down sometimes and restarting the computer doesn’t help if it won’t boot up!
Mute button…egads, I can just imagine…do I feel like a chump!
Not being a computer person, doesn’t help. Perhaps I should have learned more before messing with it and screwing it up as many times as I have.
It is hard to explain what the problem is when you don’t really know though…
I will use the information you have posted for further use before having to call in again.
Thanks for taking the time to make us aware of what we put tech support through.
Good Luck!

By: Kayleigh Holden

Kayleigh Holden — Wed, 10 Dec 2008 01:23:44 +0000

EEEK! I was told to check this out, as apparently, I am one of those callers.
I guess thinking first before calling is a GOOD thing! Mute button hunh?! I can just imagine.
Who reads the warranty tho seriously?
Error messages…sometimes they don’t stay up and if you restart and it doesn’t come back on how are we to have them. Not being computer smart, I wouldn’t know where to start, hence the call.
I will definately be applying some of the tips you’ve listed.
Do I feel like a chump!
Thanks for the input..hopefully it helps others too..
Good luck!

By: Magnussen

Magnussen — Wed, 10 Dec 2008 00:57:10 +0000

Finally!!!! It’s put in words that a customer may understand!
Awesome Gord!!!
God forbid anyone read the warranties that come with their purchases, or investigate what they are buying before plugging it in!
I can only hope that this be posted where they may get some benefit out of it.
You should open a website specifically catering to them!
This truly was perfect.

By: Snickieswife

Snickieswife — Wed, 10 Dec 2008 00:42:59 +0000

I personally think Gordo hit the nail on the head as I have been in Tech Support over the phone for over 4 years now and I am at awe that people are actually calling us up to troubleshoot thier computer issue while telling us that they may have to hang up quick because they are on the interstate on the cellphone and can get a ticket….what the heck are you doing calling tech support while driving your car! OMG!

By: JOyeLYnn

JOyeLYnn — Tue, 09 Dec 2008 15:32:49 +0000

I felt your pain. Deeply. Be thankful my mother doesn’t call you. Instead she calls me.

*Wonders what ever happened to the days when a customer was asked, “Is it plugged in?”*

If you were to make this into a movie, who would play you?

By: Cheryl Hardy

Cheryl Hardy — Tue, 09 Dec 2008 03:25:46 +0000

Holy Poo! This couldn’t be true!!!
My personal fav….someone calling in for tech support with a new computer with no idea what the blue ‘e’ is. When you buy a car, don’t you get a license first??? Do you call up Ford and say, “This car sucks because it got me into an accident, can you help me learn to drive it?”
True head shakers. Thank God for that mute button! As it isn’t just there to silence the cough. It’s there to silence the head bashing on the desk.
Oh, here’s a good one. When there is a hurricane that nearly wipes out a whole state, why are you calling asking why your pc has no internet connection. My favorite question…is there power sir?? No?? ARE YOU KIDDING ME????!!!! ARRGGH!!

Hopefully this gets out to the public where it needs to be. This must be read by ones who think our job is to clean up their ignorance.
Good times will then commence for all of us.

By: Brenda Whitehead

Brenda Whitehead — Tue, 09 Dec 2008 01:56:01 +0000

Gordon….
You have clarified for me exactly what I have been telling my mother for years… and although you were jesting a little I can understnad how frustrating it must be to have the nominds make hte call for support and not be ready to understand hat support you can actually give….

Thanks for the giggle…

Brenda

By: Dave-Lightn

Dave-Lightn — Mon, 08 Dec 2008 16:25:35 +0000

Wow Gord! I worked in tech support myself. I couldn’t agree even more about everything you said. That is just way to funny the way you said it though. ahhahahah People who do call tech support could relate to this and be like I knew he had me on mute laughing about me being so ignorant! lol! take care

By: richard french

richard french — Sun, 07 Dec 2008 20:10:51 +0000

i don’t really have an interest in tech support or have a clue what it is all about.i am sure that this article would be of help to someone who really knew what tech support was and had an interest in it.frankly the article to me was boring.