Yolanda makes a good point for one situation - where the system actually
works as they intended. My experience lately is that after doing as Yolanda
suggests and writing nice long detailed explanations, I'm given a standard
dummy question as an answer "Did you try a different keyboard?" After
explaining all the different combinations of solutions I tried (including
using documentation from their Web site) they referred me to the
documentation on their Web site!
Begin My Quote:
"So after checking the diagram and testing the pinouts as shown in the
documentation on your Website - I have found the readings to be within
specifications."
End My Quote
Begin Dell Support Quote:
Dear Customer,
Thank you for contacting Dell E-Support. Here is the link to your system's
documentation:
http://support.dell.com/docs/dta/4XXP/
Sincerely,
(Note I've withheld his name to prevent embarrassment to some low-paid high
school kid)
End Dell Support Quote
Sometimes there are no easy answers - in my case I'm counting on
persistence. I've responded again that the issue is more complicated and
that I need specific information not shown on the web site.
Fortunately no mission critical computer are involved in this LOOOONG
process.
Dave R
-----Original Message-----
From: [EMAIL PROTECTED] [SMTP:[EMAIL PROTECTED]]
Sent: Sunday, November 12, 2000 6:55 AM
Subject: Re: Support teams
At 04:27 PM 11/12/00 +0200, you wrote:
>Why does it seem that whenever you E-Mail a question to a support
>team at a big corporation, you will always get the most stupid answer,
>or the most irrelevent one? (not to mention the cases when you ask for
>one thing, and they answer about something totally else. Or the
>cases when you get an automated reply.. and thats about it.)
Probably because your problem has to work it's way through the priority
levels and the first is the newest employees or least competent and they
have lists of things to tell people and stuff.
if you successfully demonstrate with documented evidence that you have
tried all the basic remedies and are not making a common error then they
will move you up to another level where the people know something more
about the product.
This is why it is always good to throw them a very long email with all the
documentation you can provide, even to screenshots if you have them.
bye,,,,,,,,,,,,,,,(\
Yolanda ,,,A+,,,,,,\\_/(\
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