Number 315 - August 2009

The Disintegration of Service.
by Jerry Goldstein, Vice President and Newsletter Editor, The PC Users Group of Connecticut This article has been obtained from APCUG with the authors permission for publication by APCUG member groups; all other uses require the permission of the author (see e-mail address above).
Want to make a free over seas calls to India? Just call for technical support on your computer, Internet service, or cable service. You are likely to be routed overseas to India. You then get the pleasure of talking to the well trained script readers. About the only thing they are trained for is to tell you: Yes, very much I can help you. You hear this phrase whenever you call for tech support. The techs use that phrase to hide the fact that they are spending that time to check their index sheets for key words in what you told them was your problem. They then turn to that page in their script book and start reading off a page that is supposed to match your problem. The key word is supposed. Reality is far from tech support fantasy.    Tech support used to mean reaching a person knowledgeable in the problem you were calling about. Now it is a means the manufacturers and utility suppliers use to avoid dealing with customers. There was a time when the support staff knew and understood computers. But then the corporations came up with the idea of making support calls difficult. They figured we would be less likely to complain if doing so was difficult. It is not bad enough instructions are written by non-English speaking people. Now we have to get the instructions interpreted by someone who failed a course in English as a second language. Which is pretty tough to do in India, a country where English, along with Hindi, is the official language. (I wont even go into how all those people in India suddenly have American names like Jack and John when they join tech support.)    I know my patience has a limit. I test it regularly when I call for Tech Support. Thanks to the service quality of my utility, cable, and Internet providers I get to test my patience all too often.	Tech support did get smarter, though not for the better or to the benefit of the consumer. Used to be you could ask for a supervisor and be moved up to someone in the states. Now tech support in India has their own supervisors who are as good as the base level worker at helping. Pretty much no help at all.    If you are lucky enough to be moved up the ladder to what is often called the corporate escalation department you will find your anger escalate as well. Corporate only works business hours and Monday through Friday, sometimes. Holidays or any other excuse, means you wont reach corporate help. What will corporate escalation do when you get there? Route you to the technical support staff in the states you needed from the beginning. But first you need to wait 24 hours for a return contact.    How do I know so well how tech support fails to work? I am my family's and business's IT person. That means I am often on the phone with tech support. I recently spent five days without Internet service thanks to Earthlinks outsourcing its tech support to India. After days of trying to get Earthlink to fix the problem I called the line provider that Earthlink uses and had them fix the problem myself. Total outsourcing.    Is there a way to avoid all this? There are less chances everyday as corporate America outsources its human interface with its customers. Can we do anything about it? Sure. When looking at what to buy, or a service to use, take into consideration how the manufacturer or provider will support its product. Use products and services that support you as a human and not as a joke.
Number 315 - August 2009