For the purposes of this article, tech support is the service a company provides when you contact them about a problem with a product. While my focus is, of course, computers, the information reviewed can be used for any product or service, from faulty TVs and appliances to magazine subscriptions and cable companies.
Why does the current state of technology support leave something to be desired? Answering this question doesn’t really change anything, but understanding the dynamics you’re involved in will make you feel a little better. One word answer: money.
Technical support costs money. You may not have noticed, but the economy is currently experiencing some challenges, making many companies more stretched with their resources. Every time companies try to save money by reducing or reducing the quality of tech support, they ask for a little more. “Stop!” I hear you cry.
“Doesn’t losing a customer due to poor technical support cost the company more?”
Maybe, maybe not.
Many of these companies use complicated formulas to calculate how many customers they will lose due to poor tech support, how much it will cost to provide that tech support, and how many new customers they could get if the same amount of money was spent on advertising. Budget. How do you know the value of a company if a single penny is set aside to set up an ad? It should be noted that many companies do not take a long-term view, and often sacrifice short-term profits, because today they are accountable to shareholders and their operations depend on immediate results. Seasonal.
What are the different computer companies in tech support? According to surveys conducted by Consumer Reports, Forrester Research and Laptop magazine, Apple has the best tech support and is the only company with decent tech support and average customer satisfaction. The worst offenders are Dell and HP, among others, but fall closer to the terrible end of the scale.
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So how do I get help?
What do you do if your computer (or other product) malfunctions, breaks, or behaves inappropriately? How do you proceed? Before I go any further, I want to acknowledge my main source of information. Although I researched various sources and combined this knowledge with hard life experience [I’m looking at you, Del], the most useful source of information for this column is the excellent website sponsored by Consumer Reports. Consumerist.com. This is a website with good customer service. I wish I could claim that most of these ideas are my own, but if it’s really smart, it could be from them. Since we share a mission to develop an informed and empowered user base, I believe they will have no problem providing me with this information.
The first step is to remove regular channels. This means giving your customer service procedures a chance to solve your problem before you pull out the big guns. You don’t need a sled to hit a fly.
Basics to keep in mind before you begin:
(a) Observe everything.
Always keep all important documents, deposits and receipts. You must know where and when the item was purchased and be able to prove it. When dealing with technical support, take notes and keep track of what happens. Write down who you talked to, when, who you talked to, what they said, and what you said. You have to know what’s going on and be able to recalculate if necessary.
b) Use correct terminology whenever possible
… No one expects you to be an expert, but if you know the right words, use them. This tip came from a friend of mine. If you can define exactly what your problem is and what you want, it can save a lot of time and hassle on both ends. If someone says the hard drive doesn’t work, they mean the DVD drive, you have a few minutes to chase your tail until both sides are on the same page.
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c) Be civil, no, be friendly.
I should have made this a priority, but I can’t stress it enough. Anger, ridicule, insults, personal attacks, raising your voice, and so on. It won’t help you. This will probably make the situation worse. Of course, you will find people and situations that may not and will not produce molten lava. Shaking your upper body will make you feel a little better for a few seconds, but it’s not worth it. At the other extreme is the person in Austin, Texas, or Mumbai, India, who tries to do a difficult, thankless job, often with little training, poor pay, and inconsistent or no support. You want management on your side, not your opponent.
So, on the call, you are calm and relaxed and you see what is happening. If you are not satisfied with the first technical support representative you speak to, ask to speak with a supervisor. This is called forcing the problem.
If the supervisor can’t or won’t help you, thank them, hang up, and start over. Lotto is like a quick draw, sometimes it all comes down to luck. You may have a better chance if you call and find someone else.
This step is not fun and can be time consuming.
You will hear the same music song over and over again. Instead of soaking in your own juice like a hard piece of meat, stay fully hydrated with a magazine or book, bring food, and keep your cool.
Say hello to my little brother’… EECB
If your efforts to keep customers satisfied through regular customer service channels aren’t working, it’s time to bring out the big guns. Last Resort Procedure: EECB. Although I have done variations of this technique over the years, I give credit to Consumerist.com for naming, perfecting, and coding the technique.
The EECB is an email carpet bomb. The idea here is to shape your story to a group of company executives. Once everyone has received a complaint letter and others know they have received a letter, it can often produce the desired result.
The first step is
Write a really good complaint letter. It should be clear, concise, polite and professional. Tell them what you want. Show how the problem affects the company’s bottom line. Check your email and enter your contact information.
Remember to state the facts and how you want to handle the situation. Keep copies of all documents, serial numbers, receipts, etc.
Secondary level
Specify the format of a corporate email address. You can browse the corporate website or use Google for a press release. View the PR contact email address. Is this [email protected]? First [email protected]? Write carefully.
The third step
List the top executives of the company. This information is usually available on the company website. Search for “corporate officers” or “corporate management” or similar. You can also go to Google Finance and look under “Manage” for a partial list.
There are several websites that will do some of the work for you. You can enter your company name at http://www.emailnamefinder.com and if it is in their database they will tell you the company email format and the names of some of the company officers. Consumerist.com has an excellent list of resources with tips for writing your letters, as well as email addresses and templates. You can search the site to see information for specific companies and if the company has successfully filed an EECB.
Four steps
Combine the form with the step 2 to step 3 names to create an email list.
Fifth place
Send your complaint letter to the email list in 4 steps.
Sixth place
Sit back and wait for an answer.
While it does not always work, the EECB can be very effective in solving otherwise intractable problems.
Larry Spinach is a professional computer consultant and consultant in Los Angeles, California. In 1999, he started CompuNerds
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