Just another case of worthless tech support who know nothing and can’t speak proper English [Humor]


Don’t get me wrong; I’m not against people who can’t speak proper English nor am I against outsourcing. After all, there are more languages than English in the world and outsourcing helps save on costs. But when your company is based in California and you sell to English-speaking customers… your tech support better be able to speak it. And having some knowledge about tech would be nice, too.

[via Reddit]

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  • Glen

    The end of your article title should be “speak English properly”,not “speak proper English”.
    Oh the irony.

  • I’ve been in Tech support too but I have a CCNA and MCSE ceritifications with years of experience building and servicing machines. When our company started fully scripted tech support, before they transferred the job to India, my resolution percent went way down as did customer satisfaction. The only thing that actually improved was my personal call resolution time. Of course a lot more calls had to be escalated, so the resolution time for the customers increased. I can’t say I was surprised when the company tried to figure out why their customer satisfactions surveys went way down.

  • MerryMarjie

    This is really par for the course when dealing with “instant” chat for computer support, a mode I’ve encountered many times. My main gripe with this kind of “help” is that I can never explain my computer trouble in terms the “techs” can understand. I notice that you, too, had to describe your question several different ways, repeatedly, as if the person could not re-read a sentence already typed (apparently, there’s no going backwards in tech support!). My condolences for us all.

  • jayesstee

    [@jayesstee] Correction!
    “Their only response was to recommend that I downloaded and run some McAfee diagnostic tool.”
    Can we have editing back as a Xmas present?

  • jayesstee

    [@Hank] Thank you for your explanation, it confirms my suspicions.
    A few years ago, I had a great problem with McAfee.  They continually refused to understand my problem.  Their only response was to recommend that I and run downloaded some McAfee diagnostic tool.  The fact that the tool would not run was beyond their understanding.
    I began to believe that I was dealing with a non-English speaker who used such a decision tree manual or even possibly there was no human involved and I was being responded to by some language parsing software.
    To determine this, I asked them to prove that I was dealing with a real human being by telling me the name of the previous President of the USA.
    Despite many reminders, there was no more contact until renewal time.  I reminded them that I was waiting for (some months) for an answer.
    I was then bombarded with renewal reminders.
    I know Ashraf wouldn’t approve, but I marked them down as spam at gmail.
    Small satisfaction, but about all I could do.

  • SilverDragonSys

    If Tech Support today you call, confused will you be my young padawan. :)

  • Ashraf

    [@Hank] Yes, I do realize.

  • Hank

    You do realize the vast majority of these “tech support” persons have no technological experience and are simply copying and pasting your questions/responses into a giant decision tree manual that has been pre-prepared for them by the company? If your question is outside of that algorithm then you are generally SOL.

    Especially if you know more than most techs in general, as illustrated by the example in the post.