At 08/04/2005, James Maki wrote:
I seldom use tech support, and this current exchange with Ahead/Nero
reminded why...I don't think tech support actually reads what the problem is.
I, too, hate to call tech support and avoid it at all costs. The
Tier 1 people that answer the phone are generally clueless and can do
no more than search the KB; they are the same people you get doing a
chat help session. I hate to generalize and lump all Tier 1 people
in together, but I honestly have never gotten a problem resolved by
anyone at that level. If I've gotten desperate enough to call, it's
because I've already tried everything else.
So, on the rare occasion that I do have to contact them live (via
phone or chat) I immediately ask for Tier 2 support. It's usually
not a problem. I guess they figure if you know enough to ask for
Tier 2, they know they won't be able to help anyway. I got in the
habit of doing that whenever I need to call Insight about my cable
modem and they have transferred me immediately every time.
--
Tony Lowe, The HapMaster
What if the hokey-pokey really is what it's all about?
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