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Now we have a good and a bad tech support thread, lets look at what would be regarded as bad tech support.
I do believe that going forward this will be the win or loose formula for companies, tech support will make or break a company, it seems to be happening to a company I invested a lot of time and money, lets just hope they will be around in SA long enough to support the 10 year product warranty.
Moving on, having to deal with unskilled agents to be passed onto another slightly more skilled agent, then you have to open a ticket, to deal with another person in another country, I am sure many of you who have experienced this issue will know which company I am referring to.
When you contact a company which doesn't have tech support contact details, so you have to contact the company they put you through to someone who might be in sales, but has a little product experience, they waste your time, then give you anther persons contact details, eventually you find someone who has a solution to your issue., best you hang onto that persons contact details.
Companies which offer services but dont leave project specific commissioning or data sheets, this becomes a huge problem for people who have to maintain the systems, it is like not supplying wiring diagrams for an automated plant. If you want to be a real Ahole, dont leave the records on site, but make the customer aware that you do have them, it forces them to have to use your services which opens an opportunity to milk them
.
I do believe that going forward this will be the win or loose formula for companies, tech support will make or break a company, it seems to be happening to a company I invested a lot of time and money, lets just hope they will be around in SA long enough to support the 10 year product warranty.
Moving on, having to deal with unskilled agents to be passed onto another slightly more skilled agent, then you have to open a ticket, to deal with another person in another country, I am sure many of you who have experienced this issue will know which company I am referring to.
When you contact a company which doesn't have tech support contact details, so you have to contact the company they put you through to someone who might be in sales, but has a little product experience, they waste your time, then give you anther persons contact details, eventually you find someone who has a solution to your issue., best you hang onto that persons contact details.
Companies which offer services but dont leave project specific commissioning or data sheets, this becomes a huge problem for people who have to maintain the systems, it is like not supplying wiring diagrams for an automated plant. If you want to be a real Ahole, dont leave the records on site, but make the customer aware that you do have them, it forces them to have to use your services which opens an opportunity to milk them
.