Customer Support

SLIPPYFI5T

SLIPPYFI5T

SLIPPYFI5T

Associate
Joined
12 Sep 2013
Posts
88
Location
Chelmsford, Essex
Anyone else get fed up with customer support chat in general? Been chatting to dell support for over an hour about a laptop that won't charge, turn on etc and all ive been asked is stupid things such as does it display on another monitor and if the keyboard works. I swear people take these jobs just because they like annoying people.

right rant over
 
The problem is if they don't run through their checklist and just assume the customer knows what they're talking about based on the customer telling them so and it is a simple problem, many man hours get wasted.

Most people phoning Dell customer service lines are clueless, hence why they have these protocols.
 
i cant fault amazon support at all. they just usually swap the item out for a new one if you have any problems with it. no troubleshooting required.

edit: cant comment on dell though, never bought from them before.
 
A few years back we needed an NTL installer to come out and re-attach the cables to the wall outside after some kind soul ripped them from their connectors, meaning no TV.

Cue 10 minutes of "have you tried switching it off and on again"!
 
Tauren said:
i cant fault amazon support at all. they just usually swap the item out for a new one if you have any problems with it. no troubleshooting required.

edit: cant comment on dell though, never bought from them before.
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I also have had very good experiences with amazon. But the best I have had is from RHA, from first contact they dispatched a new pair of headphones in two hours.
 
dell latitude e6440 was just so frustrating. after telling them that it doesn't power on, how is plugging it into an external monitor going to help?
 
SLIPPYFI5T said:
dell latitude e6440 was just so frustrating. after telling them that it doesn't power on, how is plugging it into an external monitor going to help?
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I work in a similar environment and others are right in that we have standard checks, thanks largely to the noobs who phone up, say their pc isnt booting an dwe discover they turned it off at the wall. He may just be assuming your laptop is booting even though you think it isnt and maybe that its just the monitor.
 
If you are phoning an IT support line....what do you expect? they have certain protocols they have to go through because generally only idiots phone those who have no clue what they are doing. The advisers need to go through everything.
I work in customer service (call center for one of the major energy suppliers) generally people are ok when they phone but sometimes we get some really stupid people, makes me wonder how they can be so stupid. Mostly about not understanding there energy bills and all I do is repeat what is said on the bill and they are like "ohhhhhh" and I'm like -_-
 
MatsyLR said:
If you are phoning an IT support line....what do you expect? they have certain protocols they have to go through because generally only idiots phone those who have no clue what they are doing. The advisers need to go through everything.
I work in customer service (call center for one of the major energy suppliers) generally people are ok when they phone but sometimes we get some really stupid people, makes me wonder how they can be so stupid. Mostly about not understanding there energy bills and all I do is repeat what is said on the bill and they are like "ohhhhhh" and I'm like -_-
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support when you get the stupid ones, they are so bad that yuo wonder how they even do their jobs!
 
I rang Sky because their box was causing phone line issues a while back - phone was not with Sky.

Got passed between the same 3 departments - Sky TV, Sky broadband, Sky phone - about 10 times over an hour as they all constantly tried to pass the buck.
 
Did they help you out? Ifs its not charging then the issue is either with the following:

Battery, AC, board or DC-In port.

Check if the AC LED stays on or goes out when connected to the system. Check the battery health meter in the BIOS. It should recognise the model of AC you have plugged in. If it does not then its your DC-In port and MBD that need changed.

If the BHM states battery health low then time for new battery but it should still recognise the AC.
 
The reason they would have asked if it works on an ext screen, is inacse it's a no display issue, rather than a no power issue I'd presume.
 
When you deal with the Public a lot you dumb down & start from the bottom until you reach the level the person you are speaking to is on.
Joe Public can prevent being treated like this by being better informed & politely advancing the chat to where "They" want it to start.


It takes Seconds to Explain your level of competency & you will be treated accordingly.
 
4T5 said:
When you deal with the Public a lot you dumb down & start from the bottom until you reach the level the person you are speaking to is on.
Joe Public can prevent being treated like this by being better informed & politely advancing the chat to where "They" want it to start.


It takes Seconds to Explain your level of competency & you will be treated accordingly.
Click to expand...

The biggest problem with that though is that many people think they are a lot smarter than they are and get confused but will still not admit it.
 
BT is the worst example of indian call centre support ever. Yesterday, I called to arrange a return/replace RMA style for a faulty BT Home Hub router. The indian web chat man insisted I talk to the call centre people. He didn't hand over the call properly and just dumped me at the other end. The UK call centre man was helpful, but the wrong department to talk to. He transferred me back to the indian call centre and attempted to hand over the case properly. Unforunately, the man at the indian call centre end was absolutely awful. He wanted to do a line test (I wasn't complaining about the line). He fiddled with my WiFi channel settings (put them back to automatic, yeah I know about channels) even though i expressly withdraw consent from him to do so. He declared 'because his remote tests did not show a fault, he was unable to arrange the replacement'. Bull ******* ****. The problem I was describing was a local area network problem - the WiFi interface, particularly on the 5GHz radio, was freezing up and dropping packets for no reason. This would never show up on his tests, and i hate him very much.

A month ago, I had a mouse chew up my internal wiring for bedding. After fixing the wiring, the downlink was capping at 200k (uplink 1MB) because the mouse chewing had obviously caused fluctuations and interference on the line and the cyclical downgrading stabalizating capping had kicked in. I knew exactly what the problem was, and what they needed to do to fix it.

*Indian accent*
Before i can proceed with the case sir i need to run a line test. Ok there are no problems with the line sir. Before i can proceed this case sir i need you to plug your router in to the master socket. Ok there are no problems with the master socket sir. Do you have a spare filter sir (these virtually never go wrong). Ok i need to assigned an engineer to this case sir (its thursday). Will you be in monday morning sir? (Literally, a switch flipping fix to remove the cap and let the line stabilise, 4 days )

Its God Damn hoops in hoops from a script when as a trained computer engineer I have told them exactly what the god damn problem is.

BT customer support is consistently the worst customer support I have received from any utility company, ever. The script monkeys that staff their call centre literally explode if you try to walk them off script.
 
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Yer its just dead. bloke on chat just said they're going to send an engineer out to replace the motherboard so cant fault them for that. Was just annoying that they repeat the same thing. Barclays can be just as bad they just pass the buck to different different departments
 
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