Re: Tech support

In article <6LrfXmTseE6e@xxxxxxxxxxxxxxxxx>,
brooks@xxxxxxxxxxxxxxxxxxxx (Rob Brooks) writes:
DeanW <dean.woodward@xxxxxxxxx> writes:

He was missing fundamental knowledge of computers, to wit: My system
is crashed and won't boot. Asking me to forward the last few lines of
SYS$ERRORLOG is really a waste of time better used looking up someone
who can make useful suggestions.

When I was a customer and was unpleased with the support I got, I asked
for the Manager on Duty (the MOD), and that usually got me the help
I needed. I have no idea if that concept still exists, but if one
is getting substandard support, the only way that it'll get better is if
you paying customers complain loudly.

I don't remember which companies in particular it was, but the last one
or two times I asked the dork on the line to connect me with their manager
they merel said, "No". You have to remember, you're not in the driver's
seat any more. And that is not just with VMS!!


If you truly get someone who has no clue, you really must ask to speak to
someone more senior; keep on doing that until you get someone who understands
the problem.

I'll bet they have pools on how long you're willing to stay on hold before
you hang up and go away.


I have no idea what metrics are used to track the support specialists, but
if customers routinely ask to escalate the problem, someone in management will
notice.

If management really cared they wouldn't have off-shored in the first
place. Any idiot could have seen how performance would drop when you
turn something as complex and inportant as this over to uneducated and
pretty much uneducatable people like that.


HP prides itself on support; if you are unhappy, please complain.

Yeah, I agree it should not come to that, but unfortunately it has.

Or do what so many others are doing and find a better product. It
really doesn't matter how good VMS was last year or the year before.
It is on a rapid downhill slide now and things will not be getting better.
And HP doesn't care.

bill

--
Bill Gunshannon | de-moc-ra-cy (di mok' ra see) n. Three wolves
bill@xxxxxxxxxxxxxxx | and a sheep voting on what's for dinner.
University of Scranton |
Scranton, Pennsylvania | #include <std.disclaimer.h>
.

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