It's understandable that Tech Support thinks they have to cater to the computer illiterate. I'm sure 99% of their calls are really dumb. My husband works in tech support and he could tell you just how many calls he gets a day from people not even at the computer or people who think their browser is Facebook. That's why your calls are front loaded with recorded messages that ask users to reboot routers, check the FAQ, etc. It slows down the people already frustrated with a real problem and being asked to go to AT&T online to look up your problems doesn't help when you can't get online!
Most of my tech support calls these days end with me hanging up before my problem is solved because I can't stand having my actual knowledge ignored. Someone with an accent I can't peg down keeps telling me to use Internet Explorer when I know that my actual DNS has been hijacked to the Ukraine (true story) or asking me to reboot my router despite the fact that I've told them I've done that and every other wireless device in the house works just fine!
Further, every time I call some services I get asked to sign up for something, even if they didn't solve my problem. Last year when the AT&T setup software was making my computer unable to find my router (irony!) they tried to get my husband to sign up for pay tech support and tried to get him to sign up for a free service to "test that it was working".
One time after a storm when I called to report and outage they told me that there was no outage in my area and then, after furious typing and a pause on the other end, my internet came back. Actually, that was more than one time. The "pretend nothing is wrong and make the user feel insane" tactic is their favourite there. Last week when I called to order a new router because mine was dropping my signal they tried to sell me computer support. I have Apple Care, thanks.
So who are the good guys? Sadly, only TWO companies come to mind in my list of companies I do business with that have excellent tech support. Netflix and Apple. Here's why.
Apple
My first Apple customer service experience came in 2005 when an iTunes gift card download glitched and corrupted. It was probably a problem with my parents flickering router, but here I was thinking I was going to have to pay for the files all over again. I was 19 and geared up for a fight because all of my previous customer service experiences told me to get ready.
I had a short hold time and then my call was answered by a ridiculously friendly sounding woman who spoke perfect, unaccented English and who cleared up my problem right away.
I'm used to getting tech people who don't think I have a clue what I'm talking about, solely based on the fact that I'm a woman and I look 17. Apparently cute girls can't know crap about machines. When I went to buy my Mac this spring the guy at the store listened to what I wanted, listened to what I had researched, and helped me out. He explained to me in terms that didn't condescend, how Pages was a better choice for me than Word and when he asked me to sign up for Apple Care we did it. It was like a 3 year warranty on my computer and my laptop had only survived one and a half. I knew Apple had great service that I wouldn't dread calling.
When I call Apple Care they walk me through my problems. Sometimes they are PC habits that I feel stupid about, but they never make me feel stupid and they never talk down to me. I've called them twice and each time they've been a huge help. A few weeks ago they helped me troubleshoot a problem with iWeb that turned out to be the webhost I was trying to publish to and not the iWeb software. Together we quickly tested and isolated the problem and then came up with a solution to get around it.
Apple is amazing.
I loved my Netflix before I ever had a problem, and I will admit that their system has a few annoying glitches with adding gift subscriptions, but I never have the same frustration of normal tech support when I call Netflix.
Netflix users will be able to tell you that occasionally they get an email apologizing that the Instant Queue was down and that they were crediting everyone's account for 1% or 2% or whatever the time called for. A few hours that I've rarely ever noticed and they actually credited my account before I had to complain! I've never gotten that from an Internet Service Provider or any other pay service that has gone down.
When I call, they listen to me. They give me a code on the website and I type it in, allowing us to skip the identity confirmation bits and get right to the problem. They can look at my account and see my streaming download strength and errors and send me the appropriate solution.
I called Sony, ATT&T, and Netflix this weekend and only Netflix suggested the simplest, actual solution: change the router channel because there's too much competition. Simple!
Now, I know this sounds horrible, but there is something to be said for getting support without an accent. It's hard enough over a phone with other background noise to hear people clearly and accents get in the way. To be fair, mumbling does the same. I live in Alabama and it drives me crazy when I get a recorded message with a thick southern accent because I want to make sure I have the information clear and correct.
Both Netflix and Apple always have clear, cheerful speakers that answer my calls. They get me when I'm not in my best mood and they make me feel relaxed by the end of it. They listen to me and give me simple, clear solutions that don't assume I'm the woman who thinks Facebook is her browser.
Apple and Netflix can rely on my continued patronage because they have such great service. Great products and great service will beat all the ad campaigns in the world every time.
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