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I think the “Being told my call is important to them” slice should be bigger!
It is if you combine it with all the other graphs that are the exact same…
I hate calling them… luckily their office is down the hall I just go down there and the are soooo pissed
“why didnt you just cal?l”
b/c I knew coming down here would piss you off
Huh?
I think Alaina’a confusing this with tech support within one’s own company, which is obviously not the intent of this graph. In the context of this graph, a visit to their offices would most likely require a trip to India.
…a trip to India, or Manila (Philippines), Indonesia, or whatever country they could find people in who already sold a kidney and half a liver on the black market and can be hired for mere pennies a month. A few weeks ago, on a call to a company’s tech support, I reached someone in Argentina. Their English was impeccable!
“Their English was impeccable!”
LIES AND PROPAGANDA!
[brackets are fun][yeah]
[I was wondering why the key was in brackets, too.]
Funny part is I am studying WHY we have to do that. We are supposed to assume you are idiots. No offense…
None taken. I’m of the belief that most people who call tech support are idiots anyways. If you really need to fix a problem, it’s much quicker and less infuriating to just google it. Actually, if I worker at a tech support company, I would only ever use two lines.
“Is it plugged in and turned on?”
“Have you tried google?”
Problem solved.
I work in Tech Support. It’s not hard to assume the person on the line is stupid. Oh the stories I could tell… people should not be let near technology without years of intense training.
Yeah, the is it on is a completely valid question. Even as tech it’s something that’s easy to overlook and I’ve been caught a couple of times with the “duh. yeah, sorry for wasting your time”. Suck it up and deal with the valid troubleshooting steps.
Shouldn’t this include the “cold-boot your modem (I don’t care what you think you know, this is my script)” and the “There is a website available at http://www.blah_blah_blah where you can get help” messages when one has no connectivity? Or is that just me?
Shouldn’t it have shown about 99% on hold? Or is that just me? We’re talking total time-on-phone, right? No?
Yeah, I don’t get it either.
I think that’s because while you’re on hold, the automated message plays about every 30 seconds along the lines of “Your call is important to us. Your question will be answered as soon as a customer service representative is available.”
So you see, the problem is really solved quickly!
This is terrible
I’ve had them ask, “Is your device plugged into an electrical outlet” AFTER I’ve told them I’m getting a blinking light/sounds, etc, which would indicated that, yeah, it IS plugged in. The website almost NEVER has the solution to real problems (i.e. the ones I have) but usually is all about boneheaded stuff like making sure you know enough to turn it on. This graph is spot-on.
Many tech support operators (especially the outsourced ones) don’t actually know anything. They have a script to read, and depending on your answers it’ll tell them what to tell you.
My brother works in tech support and since he has a functional brain will ditch the script oftentimes to save the customer’s time & money. But he works for a niche software company, not MicroSoft. Since he’s a native English speaker AND lives in this country, he’s easy to understand and isn’t doped up on coffee to be able to answer coherently.
I do tech support, and live in the U.S. There are times when you asks questions just because it is part of the script, and have said the same thing over, and over and over and …..
The is it on slice should be larger.
A typical phone call would be me asking if the power is on to the computer. User says yes. I try a few other things. I ask again “are you sure the computer is on and plugged in. User syas yes. i can see the orange light in the lower right hand corner of the computer and I spend the next 10 minutes trying to make user understand the difference between a computer and a monitor. then they turn on the computer and everything works.
I believe you!
my solution would be to smash it, pillage a working one, then celebrate with mead and a mutton haunch. Ahhh good times.
Sounds like my kind of fun! Gotta love the vikings. My kind is a viking, as was the previous two. So is my baron. Good times we have!
And then over half a year later, several women in the village would give birth to children with eyes the same color of yours. Oh, tisk tisk! Get civilized already!
IT Department, have you tried turning it off and on again?
wait, you actually got them to solve your problem even a little bit? wow! cool!