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Pastimes : Computer Learning -- Ignore unavailable to you. Want to Upgrade?

To: mr.mark who wrote (12208)	10/1/2000 9:14:06 PM
From: Cheeky Kid	Respond to of 110652

Yes I do. It would be even better if SI would let us have better search capabilities. You are better off talking to someone who has had the same problem you have had, than a tech support guy reading a computer screen trying to diagnose a problem he has never heard of before.

To: mr.mark who wrote (12208)	10/1/2000 10:23:16 PM
From: Ed Forrest	Read Replies (1) \| Respond to of 110652

but tech support sucks at times" Mark It is my understanding that Dell's tech support are not Dell employees but are outside contract personnel.Therefore,no real vested interest in keeping the customer happy. I've had more than one go round with several of them.Just a few weeks ago I sent a letter to Michael Dell's office ,the subject being the deplorable condition of his tech support.I received the standard boiler plate reply.Figures. Ed

To: mr.mark who wrote (12208)	10/2/2000 10:25:39 AM
From: PMS Witch	Read Replies (1) \| Respond to of 110652

Just some random musing about tech support ... I sometimes wonder what qualities a good tech support person must possess. I'm sure they spend a good deal of their day helping users discover that computers aren't waterproof, run on electricity, and that the 'ANY' isn't missing on their system, but they're also exposed to very complex and difficult situations that they're expected to solve over the telephone, one person removed from the actual system causing the grief. Add to this, many issues stem from unfamiliar software supplied by vendors who have not made information available, and quite often are more interested in shifting blame than resolving problems, especially those which may cast their product in unflattering light. I'm beginning to feel that good tech support people are both extremely rare and worth their weight in Gold. I doubt there's enough people to meet current demand. Perhaps the solution can be found in automation: Only the toughest problems needing human effort. I've found Dell's support people good. I haven't called them in over a year. When I'm stuck, I post my questions and you post answers: It works for me. Cheers, PW. P.S. I'm soon off for another vacation for a couple of weeks. It'll seem strange experiencing life without a computer to keep me confused.