Tony makes a good point here. One's reaction to support, be it positive, negative, or neutral, will be based on one's experiences, the luck of the draw on who happens to field the calls, and whether they were successful in solving a situation. If the solution is a straightforward simple one, and the problem relative familiar to the support person, the support will be viewed as excellent in the eye of the beholder. If, on the other hand, a particular incident is a stump to the support person due to its uniqueness of a situation, and that support person cannot solve it, then the customer view may not be so rosy.
The new trend in support is directly accessing the pc remotely and allowing tech support to get a hands-on view of the problem and work on it. If either screen vendor takes this approach, this may be the wave of the future and will tell us who knows their stuff in fixing things rather than the current system of a user describing a problem as he seees it, then the tech trying to make sense of it, giving instructions to a user who hopefully may be able to follow and implement them. We had a Dell Tech recently work on our laptop and it was wonderful seeing how much they could do in a short period of time frustrating neither us nor them. Dealing with tech support is difficult for all parties. Prayer is not so much about getting what we want, but discovering what God wants for us. Bryant Wright Right From the Heart: Spreading Christ through radio, tv, and the web http://www.rightfromtheheart.org/ If you reply to this message it will be delivered to the original sender only. If your reply would benefit others on the list and your message is related to GW Micro, then please consider sending your message to [email protected] so the entire list will receive it. All GW-Info messages are archived at http://www.gwmicro.com/gwinfo, and can be searched through and sorted using the search form at the bottom of the page. If you wish to unsubscribe from this list, send a message to [email protected] and include leave gw-info in the body of the message.
