I'm fed up with poor tech support!

**Perry_abx** · 05-30-2001, 01:39 PM

I'm having trouble with a fuzzy monitor at work that was purchased with a system from a major PC manufacturer. You would not believe how I was treated by them. Well I am not taking their bulls**t any more! Sent them the following email:

"Just wanted to comment about my experience with your technical support yesterday. We have a XXXX monitor hooked up to a XXXX PC that has developed a very fuzzy display. I followed the necessary steps on your knowledge base to isolate the problem before calling tech support including hooking up an identical monitor from another system. That monitor worked fine on the machine. So I call your tech support and get run through all sorts of hoops repeating the troubleshooting steps I had already done. The tech was arrogant and condescending, interrupted me as I spoke and didn't take the time to listen at all! I told him the monitor was fuzzy and another monitor worked fine on the same machine. Sounds to me like the monitor is failing don't you think? The tech rep refused to believe that the monitor was at fault and tried to blame the problem on something related to the software and operating system. Another monitor works fine on the same machine! Was he not listening at all? I am very disappointed in the "support" if you can call it that. Frankly, if I had an employee who treated a customer like that, he would be looking for another job right now!

I will be calling again soon to resolve this issue. Next time I will refuse to be run through redundant steps to diagnose a problem that I already know the cause of and I will demand a replacement for the monitor that is failing. Our company spent more than $10,000 for systems from you last year and until now we were satisfied with their performance and your support. After spending that kind of money with a company I would expect some courtesy and a little respect at the very least."

We have to stop taking this crap from the companies that treat their customers this way. I urge all of you to let these companies know what we think of their poor service. If they treat you right, let them know about that too!

Thanks for letting me vent my frustrations!

cryogen_abx · 05-30-2001, 01:48 PM

you tell em Perry

no one should need to take that kind of sh** from anyone anymore.
especially nowadays...dont back down..force em to make it up to you, it's only way to go

cryogen

Miles · 05-30-2001, 02:38 PM

I've been wanting to do that for some time and you just inspried me to do so...I manage a wireless network and a database in the health care arena...Memorial Day the software crashed causing a downtime of about 8.5 hours...That was 8.5 hours that none of the nearly 850 people working could chart on their patient.

This is the second major crash that we have experienced the other happened on Christmas Day and we were down for 10 hours then...Both times it took > 6 hours to reach technical support and when we did they were haughty because it was a holliday. We paid over 8 million for the software and hardware
combined and around 1 million annually for support and updates, and they get an attitude...I'm totally with you pbeyer!

kadron · 05-30-2001, 02:49 PM

Way to go!! I have written many letters just like yours. Tech support is really bad now. These 'techs' really have no clue as to what is going on. I have had experiences that went just about the same way. What is sad is that these 'techs' are supposed to be experts on the products. When in reality they are just regular people like us with a little tech experience. I have come to realize from my experiences that I could work for tech support for any company. And that is really sad, because I don't know much!

That's why I come to great forums like this one!! The real experts are here. Unfortunately, you cannot get a new monitor from this forum!

bajo · 05-30-2001, 02:55 PM

No crap like that from Samsung !

24/7 TOLLFREE tech support !

Gotta luv it!

Mushkin Rules · 05-30-2001, 03:10 PM

These things always happen, I get your money & goodby darling.... Who is the supplier pbeyer? So, that we won't come accross like this one. Try ViewSonic E70F. Cool flat & at affordable price

**Perry_abx** · 05-30-2001, 07:58 PM

Hey Mushkin Rules!

Yes ViewSonic rules! 17" PF775 hooked up on my system at home. The PF stands for PerfectFlat! Picked up a ViewSonic A70 to replace the ailing monitor at work. Guess what it works perfectly! (Remember the tech said my OS or software was screwed!) I am sending back the bum monitor to DELL for replacement and we will use that one strictly for a spare.

Actually DELL makes decent PC's for a use as a simple workstation and this was my first bad experience with them. But they should fire that arrogant prick they call a "Technical Support Rep". While talking to him he asked me for my email address. Then he said he was looking at our website and said, "I was just looking at your website. Did you do that?" I replied that yes I had and then he started criticizing it and bragged about how he was some kind of web designer. What nerve!

Thats the point I am trying to make. If we don't give feedback to these companies, both good and bad, every time we deal with them, they will never change! When they screw you big time, tell them you are done doing business with them and that you are going to tell everyone you know what you think of them!

Thanks for the positive responses from all of you!

This forum has some great members and I for one find it to be my best source for TECHNICAL SUPPORT! Thanks again and remember to click a banner every now and then to keep this site running.

bobmitch · 05-30-2001, 10:58 PM

Not exactly the same kind of issue...but I did complain and received action for my trouble. Seems that a few months back, I purchased Roxio Easy CD Creator 5.0 as an upgrade to my 4.0. The troubles began. Direct CD wouldn't close disks. Easy CD Creator could not record CD's in mode 1. Audio CD's were very badly done with pops and clicks. Video CD would not close the CD so I couldn't play Video CD's in my DVD player. One issue after another. Called tech support and one guy laughingly says..."well...all of you are doing the testing...and we'll do the fixing"...Huh???? OK...so a couple of weeks go by and I receive an E Mail from Roxio that the issues are well known and that hopefully in the coming months, they will resolve the issues. Coming months??? Then, I receive a second E Mail that Direct CD 5.0 has so many major bugs that Roxio recommends that all uninstall version 5 and use version 3.03. At this point, I realize that someone release some very bad software that should not be on the market. I called Customer Service at Roxio and was blasted by the gal on the phone. She told me that it is too bad, but I didn't purchase the software from Roxio...so I was out of luck. At that point...I promised her that I was going to the Attny General's office in Dallas with my computer in tow...and let the office take a stab at the software. I was going to recommend that the software NOT be sold in Texas or anywhere else. Roxio was fraudalent in their ads saying that the new version was perfect. Then I got her name and proceeded to hang up on her. About 10 minutes later...I received a phone call from the same Customer Service rep...stating that she had secured a refund for the software...all I had to do was package it all up and send it back...and she personally would process the check. OK...took her up on it...but not after I made a copy of the program...and asked her to send me an email documenting the problems...The e mail was then attached to numerous e mails back and forth that I sent to and received from Roxio. At that point..I sent the package back 2 day mail...two weeks later...full refund in the mail.

By the way...the attny general's office got the copy of the program I made along with all the e mails.

No one should be treated like dirt. It is our money that keeps their companies going. We all need to start considering alternatives and routes we can take to protect ourselves. Consumer protection agencies...Attny General's Office in your state...and the like.

These hardware and software companies have grown too fast and have become too cocky. They all need to read Tom Peters "Passion for Excellence" and learn how to maintain their customer base.

Bob

Mushkin Rules · 05-31-2001, 12:56 AM

I agree with you 100% pbeyer & bobmitch. These giant coys are evolving from our pocket earned money, as a customer. They should be nice to customers if they still wanna do business.

Hey pbeyer, nice ViewSonic Rules. Tell that arrogant prick they call a "Technical Support Rep" that it is not your OS or software that was screwed!, but rather that TSR smart **** web designer who is screwed big time. That TSR will get fired, if the boss knows, because usually, Dell is a customer based company and have quite successful decent services & support philosophy.

Anyway, glad that your ViewSonic Rules, not jut Working

dddibley · 05-31-2001, 06:27 PM

Nothing like word of mouth to hurt them where it hurts most.. the pocketbook. Packard-Bell anyone?

Hope NEC isn't like that. I have an AS75F with the similar problems. Haven't contacted them though, so can't say what their tech support is like.. yet.

ddd

GTMan · 05-31-2001, 09:29 PM

I heard that tech support for HP and Dell come from the Texas Department of Corrections (ie. the slammer). Some sort of job training / cheap labour deal.

I can believe it because the tech support is pretty bad. I had an HP tech support person basically just read to me what I was simultaneously viewing on the HP web site.

I guess "Corrections" now has a double meaning. They will fix your problems as well.

05-30-2001, 01:39 PM	#1
Perry_abx Modulator Join Date: Mar 2001 Location: Saint Paul, MN - USA Posts: 5,912	I'm fed up with poor tech support! I'm having trouble with a fuzzy monitor at work that was purchased with a system from a major PC manufacturer. You would not believe how I was treated by them. Well I am not taking their bulls**t any more! Sent them the following email: "Just wanted to comment about my experience with your technical support yesterday. We have a XXXX monitor hooked up to a XXXX PC that has developed a very fuzzy display. I followed the necessary steps on your knowledge base to isolate the problem before calling tech support including hooking up an identical monitor from another system. That monitor worked fine on the machine. So I call your tech support and get run through all sorts of hoops repeating the troubleshooting steps I had already done. The tech was arrogant and condescending, interrupted me as I spoke and didn't take the time to listen at all! I told him the monitor was fuzzy and another monitor worked fine on the same machine. Sounds to me like the monitor is failing don't you think? The tech rep refused to believe that the monitor was at fault and tried to blame the problem on something related to the software and operating system. Another monitor works fine on the same machine! Was he not listening at all? I am very disappointed in the "support" if you can call it that. Frankly, if I had an employee who treated a customer like that, he would be looking for another job right now! I will be calling again soon to resolve this issue. Next time I will refuse to be run through redundant steps to diagnose a problem that I already know the cause of and I will demand a replacement for the monitor that is failing. Our company spent more than $10,000 for systems from you last year and until now we were satisfied with their performance and your support. After spending that kind of money with a company I would expect some courtesy and a little respect at the very least." We have to stop taking this crap from the companies that treat their customers this way. I urge all of you to let these companies know what we think of their poor service. If they treat you right, let them know about that too! Thanks for letting me vent my frustrations! __________________ Gigabyte GA-P35-DS3L, Intel Core 2 Duo E8400, 2 x 1GB Kingston HyperX DDR2-1066, Palit 9600GT Sonic, Hauppauge WinTV-HVR 1600, 250GB Seagate, 250GB Maxtor, Lite-On XJ-HD166, NEC ND-2510A, Antec SLK3700BQE, Antec SP-500, LG L226WT Widescreen
(Offline)

05-30-2001, 01:48 PM	#2
cryogen_abx Registered User Join Date: Mar 2001 Location: Halifax N.S Canada Posts: 1,350	you tell em Perry no one should need to take that kind of sh** from anyone anymore. especially nowadays...dont back down..force em to make it up to you, it's only way to go cryogen __________________ umm nope
(Offline)

05-30-2001, 02:38 PM	#3
Miles Registered User Join Date: May 2001 Location: South Carolina Posts: 5,558	You're Da Man I've been wanting to do that for some time and you just inspried me to do so...I manage a wireless network and a database in the health care arena...Memorial Day the software crashed causing a downtime of about 8.5 hours...That was 8.5 hours that none of the nearly 850 people working could chart on their patient. This is the second major crash that we have experienced the other happened on Christmas Day and we were down for 10 hours then...Both times it took > 6 hours to reach technical support and when we did they were haughty because it was a holliday. We paid over 8 million for the software and hardware combined and around 1 million annually for support and updates, and they get an attitude...I'm totally with you pbeyer! __________________ Regards, Miles ________________________________ Intel Core 2 Duo E6850 w/ Enzotech Ultra \| ASUS Blitz Formula SE \| 2 x 2Gb Mushkin XP2-6400 DDR-2 \| XFX 8800 GTX XXX\| 2 - Seagate 750GB Barracuda ES \| PCP&C 1KWSR \| Lian Li G70 \| Windows Vista 64-bit Ultimate \| Dell 2407 FPW Monitor
(Offline)

05-30-2001, 02:49 PM	#4
kadron Gone too Long Join Date: Apr 2001 Location: L.I., New York Posts: 1,455	Way to go!! I have written many letters just like yours. Tech support is really bad now. These 'techs' really have no clue as to what is going on. I have had experiences that went just about the same way. What is sad is that these 'techs' are supposed to be experts on the products. When in reality they are just regular people like us with a little tech experience. I have come to realize from my experiences that I could work for tech support for any company. And that is really sad, because I don't know much! That's why I come to great forums like this one!! The real experts are here. Unfortunately, you cannot get a new monitor from this forum! __________________ He Who Laughs Last Thinks Slowest If it's not broken, you didn't mess with it enough. If it is broken, chances are the warranty is expired. Specs (way out of date - I have a P4 now) http://www.mindspring.com/~kadron/pc.htm
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05-30-2001, 02:55 PM	#5
bajo C1eaner Join Date: Feb 2001 Location: TX, USA Posts: 17,181	Samsung Rules..!!! No crap like that from Samsung ! 24/7 TOLLFREE tech support ! Gotta luv it! __________________ USA "I won't be wronged, I won't be insulted, and I won't be laid a hand on. I don't do these things to other people, and I require the same from them." Duke (The Shootist) Gigabyte_AGP_LGA775, PentiumD960_dual core 3.6GHz, SapphireHD3850_AGP512MB_DDR2, WD RaptorX 150GB SATA_clearTop_16MB + Seagate 1TB SATA_32MB, CorsairDominator 2GB 8500_1066MHz, Dell 24" 2408WFP *AGP +DVIx2 +HDMI +DisplayPort +USB2x4, XPproSP3 Inspiron9400 17"uxga CentrinoC2duoT7600_2.39GHz_685MHz 4GB Micron6400@800_675_400MHz GeForceGo7900GSMobileForce_M6Enhanced_256MB 2x200GbSATA_7200rpm_16MBcache Vista hp, VistaP6001SP1
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05-30-2001, 03:10 PM	#6
Mushkin Rules Registered User Join Date: Mar 2001 Location: Mushkin Tropical Island Posts: 2,563	ViewSonic Rules These things always happen, I get your money & goodby darling.... Who is the supplier pbeyer? So, that we won't come accross like this one. Try ViewSonic E70F. Cool flat & at affordable price
(Offline)

05-30-2001, 07:58 PM	#7
Perry_abx Modulator Join Date: Mar 2001 Location: Saint Paul, MN - USA Posts: 5,912	Hey Mushkin Rules! Yes ViewSonic rules! 17" PF775 hooked up on my system at home. The PF stands for PerfectFlat! Picked up a ViewSonic A70 to replace the ailing monitor at work. Guess what it works perfectly! (Remember the tech said my OS or software was screwed!) I am sending back the bum monitor to DELL for replacement and we will use that one strictly for a spare. Actually DELL makes decent PC's for a use as a simple workstation and this was my first bad experience with them. But they should fire that arrogant prick they call a "Technical Support Rep". While talking to him he asked me for my email address. Then he said he was looking at our website and said, "I was just looking at your website. Did you do that?" I replied that yes I had and then he started criticizing it and bragged about how he was some kind of web designer. What nerve! Thats the point I am trying to make. If we don't give feedback to these companies, both good and bad, every time we deal with them, they will never change! When they screw you big time, tell them you are done doing business with them and that you are going to tell everyone you know what you think of them! Thanks for the positive responses from all of you! This forum has some great members and I for one find it to be my best source for TECHNICAL SUPPORT! Thanks again and remember to click a banner every now and then to keep this site running. __________________ Gigabyte GA-P35-DS3L, Intel Core 2 Duo E8400, 2 x 1GB Kingston HyperX DDR2-1066, Palit 9600GT Sonic, Hauppauge WinTV-HVR 1600, 250GB Seagate, 250GB Maxtor, Lite-On XJ-HD166, NEC ND-2510A, Antec SLK3700BQE, Antec SP-500, LG L226WT Widescreen
(Offline)

05-30-2001, 10:58 PM	#8
bobmitch Registered User Join Date: Apr 2001 Location: TX Posts: 840	Not exactly the same kind of issue...but I did complain and received action for my trouble. Seems that a few months back, I purchased Roxio Easy CD Creator 5.0 as an upgrade to my 4.0. The troubles began. Direct CD wouldn't close disks. Easy CD Creator could not record CD's in mode 1. Audio CD's were very badly done with pops and clicks. Video CD would not close the CD so I couldn't play Video CD's in my DVD player. One issue after another. Called tech support and one guy laughingly says..."well...all of you are doing the testing...and we'll do the fixing"...Huh???? OK...so a couple of weeks go by and I receive an E Mail from Roxio that the issues are well known and that hopefully in the coming months, they will resolve the issues. Coming months??? Then, I receive a second E Mail that Direct CD 5.0 has so many major bugs that Roxio recommends that all uninstall version 5 and use version 3.03. At this point, I realize that someone release some very bad software that should not be on the market. I called Customer Service at Roxio and was blasted by the gal on the phone. She told me that it is too bad, but I didn't purchase the software from Roxio...so I was out of luck. At that point...I promised her that I was going to the Attny General's office in Dallas with my computer in tow...and let the office take a stab at the software. I was going to recommend that the software NOT be sold in Texas or anywhere else. Roxio was fraudalent in their ads saying that the new version was perfect. Then I got her name and proceeded to hang up on her. About 10 minutes later...I received a phone call from the same Customer Service rep...stating that she had secured a refund for the software...all I had to do was package it all up and send it back...and she personally would process the check. OK...took her up on it...but not after I made a copy of the program...and asked her to send me an email documenting the problems...The e mail was then attached to numerous e mails back and forth that I sent to and received from Roxio. At that point..I sent the package back 2 day mail...two weeks later...full refund in the mail. By the way...the attny general's office got the copy of the program I made along with all the e mails. No one should be treated like dirt. It is our money that keeps their companies going. We all need to start considering alternatives and routes we can take to protect ourselves. Consumer protection agencies...Attny General's Office in your state...and the like. These hardware and software companies have grown too fast and have become too cocky. They all need to read Tom Peters "Passion for Excellence" and learn how to maintain their customer base. Bob
(Offline)

05-31-2001, 12:56 AM	#9
Mushkin Rules Registered User Join Date: Mar 2001 Location: Mushkin Tropical Island Posts: 2,563	I agree with you 100% pbeyer & bobmitch. These giant coys are evolving from our pocket earned money, as a customer. They should be nice to customers if they still wanna do business. Hey pbeyer, nice ViewSonic Rules. Tell that arrogant prick they call a "Technical Support Rep" that it is not your OS or software that was screwed!, but rather that TSR smart **** web designer who is screwed big time. That TSR will get fired, if the boss knows, because usually, Dell is a customer based company and have quite successful decent services & support philosophy. Anyway, glad that your ViewSonic Rules, not jut Working
(Offline)

05-31-2001, 06:27 PM	#10
dddibley Time well wasted Join Date: Feb 2001 Location: British Columbia Posts: 2,276	Nothing like word of mouth to hurt them where it hurts most.. the pocketbook. Packard-Bell anyone? Hope NEC isn't like that. I have an AS75F with the similar problems. Haven't contacted them though, so can't say what their tech support is like.. yet. ddd
(Offline)

05-31-2001, 09:29 PM	#11
GTMan I Should be Working... Join Date: Mar 2001 Location: Victoria, BC Canada Posts: 167	I heard that tech support for HP and Dell come from the Texas Department of Corrections (ie. the slammer). Some sort of job training / cheap labour deal. I can believe it because the tech support is pretty bad. I had an HP tech support person basically just read to me what I was simultaneously viewing on the HP web site. I guess "Corrections" now has a double meaning. They will fix your problems as well.
(Offline)

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