Sad, Sorry State We're In
Mood:
chatty
Topic: Summer General
I have to say that things are in piss poor shape when I know more than the tech support guys. I'm not an uber-geek, I don't hack and can't overclock my system. I'm just a guy who's been using computers since he was 11 or so. From that time until I started college I had plenty of time to fiddle with computers so I becamse adept at interacting with them. It's almost like becoming accustomed to a new culture. In fact, that's exactly what it is because you're, on a second hand level, adjusting to geek culture. (And w/ MS they need a term beyond uber-geek) So I learned how to take the cryptic messages and turn them into something I understood. That's why I'm the computer tech for my family and my (soon to be) in-laws.
Since I know computers so well, it's a rare case that I call tech support. First of all, I know that the first fifteen minutes will be useless. They'll run through a little script which is either at the level or below the level of what I was trying to do before calling them. I absolutely hate it when they ask me if the darned thing is turned on. I know there are ppl like that, but for me that was only once the case and it's because I'd turned the component off and on so many times in an attempt to make it work that I'd lost track of what state it was in.
But usually I bear w/ the BS until they finally get to the next level which is where they can be helpful to me. Once we're at this level they can usually help me out within twenty minutes. USUALLY
Today I'm in NYC visiting the [STB] in-laws. My first task whenever I visit is to repair whatever havoc has been wreaked upon the wireless internet system. I don't quite know how, but it always manages to get messed up. Well, I think it's because my fiancee's parents are up there in age and spent most of their lives devoid of computers. Therefore, they don't have the experience that even my father has with them. (Plus my dad is an engineer and her dad, while very smart, does not have a technical background) So today it's being exceptionally stubborn. From about 12p until 1p I still can't get it to work. So I called tech support from both the aol and the router. Both were useless. They had me go through the same steps that I had already done and then declared the problem unsolvable. Only a PhD could fix this mess. I knew this to be BS because I had it working last time I was here. So I kept at it and finally got it working.
But the basic point of this rant is this, if the whole point of buying software is to get support, what good is it if the support is lousy? I mean, that's the whole point behind shareware and some GNU licenses. You can get the program free, but if you want support you need to cough up the dough. I don't mind doing so - if they will know more than me. But if it's someone that's never used it...well that's another story.
And while I'm at it - what does it take to talk to an American anymore? I have nothing against the nice support people in India and I have quite a few Indian friends at school. But it's so freakin' hard to understand, especially over the phone. I'm just not good with accents unless I get to know the person and I'm not going to get to know every tech support rep in India. It's really ridiculous nowadays. Sometimes I just keep calling until I get an American. Today, I even got an example of what I've been reading in the news. They teach the outsourcers to speak like americans and stuff. The girl today was asking me about the Yankees and other BS while waiting for my computer to reboot. Aiya!
Well, that's enough ranting....no need to put out excessively negative energy....
Posted by Eric
at 4:11 PM EDT