WHAT IF YOU CONSISTANTLY RUN INTO A PROBLEM ON MACHINE AFTER MACHINE
THAT REQUIRES A SUPPORT CALL, AND THE OWNERS OF THE MACHINES EXPECT
THE END RESELLER TO MAKE THE SUPPORT CALL FOR THEM AND GET THE PROBLEM
RESOLVED? THE SUPPORT PERSON CAN RESOLVE THIS VERY WELL KNOWN PROBLEM
ABOUT 95% OF THE TIME AND THE OTHER 5% IT'S INSOLUABLE. SUPPOSE THERE
IS A ONE SIZE FITS ALL SOLUTION, IE GET RID OF THE REDUNDANT
TECHNOLOGY THAT IS CAUSING THE PROBLEM IN THE FIRST PLACE, BUT THE
PRODUCER REFUSES TO DO THIS IN THE FACE OF TREMENDOUS LOSSES TO
RESELLERS AND LARGE SUPPORT COST TO THE COMPANY ITSELF?
IS THE SUPPORT GOOD THEN BECAUSE THE SERVICE IS ALMOST INVARIABLY
FRIENDLY AND BECAUSE %95 OF THE TIME THE PROBLEM CAN BE RESOLVED WITH
THE HELP OF THE COMPANY SUPPORT REP? OR WOULD THE SUPPORT BE BETTER
IF THE COMPANY WOULD SIMPLY LET GO OF THE REDUNDANT TECHNOLOGY? THAT
IS THE SITUATION SURROUNDING THE FREEDOM SCIENTIFIC ILM LICENCING
SCHEME AND DONGLE AUTHORIZATION SYSTEM.
IT'S RATHER A GUTTING SITUATION FOR THE SUPPORT GUY MEDIATING BETWEEN
THE END USER AND THE PRODUCER. WE TAKE THE BRUNT OF THE CLIENT'S RATH
AND WASTE THE RESELLER'S TIME AND MONEY, AND THEN WE HAVE TO TURN
AROUND AND BE AS NICE AS POSSIBLE TO THE COMPANY SUPPORT REP, BECAUSE
WELL DANG IT, IT'S NOT THEIR FAULT AFTER ALL.
BEST,
erik burggraaf
A+ sertified technician and user support consultant.
Phone: 888-255-5194
Email: [email protected]
On 25-Jul-09, at 5:24 PM, Mike Pietruk wrote:
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/
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