Time for Tech Support to Eat its Own Dog Food (and that includes Google & Microsoft)

We users of tech support services are getting lots of pushback from technology support services of software sellers in particular but tech support in other sectors. Your problem? You believe we’re being rude, disrespectful and otherwise inappropriate. And you’re right. But you’re wrong, too. Rather than bitch about us, how about doing something to address the problems that make us so ornery? Yeah, you’re doing something. You’re exacerbating our problems by eliminating all possible human contact and pushing every possible means of support to the web – so when we do finally get you on the phone or on chat we’re already boiling from trying to use the junk you throw up on the web and call “self-service” (and I do mean “throw up” literally).

For example, Google just directed me to an endless string of “self-help” areas without ever leading me to a person – or even usable information. I finally stumbled across a live chat facility; got connected to an agent; who knew nothing about the problem I was trying to solve; but who did know a link that would supposedly show me how to correct the problem. As usual, I followed the link; was directed to do something with buttons nowhere to be found on the indicated screen, or any other screen I brought up; end of “help.” The next day I figured out on my own a workaround that gets me what I want but will leave Google endlessly running AdWords reports for imaginary ads. At least it’s their problem now.

Then you have Microsoft. Same policies, although they give you an offshore phone number to call for “support” from someone who speaks English as a fourth language. Seems like a means of discouraging calls and forcing those needing support to use their FAQs and links to useless information that’s rarely even on topic.

Here’s a novel idea for you. If you don’t want irate calls from us when we finally find a phone number to call, just try using your own instructions before posting them. Or better yet, have an admin person with only basic computer skills try them. You’ll be shocked. And the end results of fixing before posting will be a whole lot better than “blaming the customer,” which is all you’re doing now.

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