Computer Hope
Other => Other => Topic started by: Computer Hope Admin on July 12, 2007, 01:51:51 PM
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For the month of July we thought it would be interesting to see on average how long do you wait to talk to phone support or customer service? It's almost inevitable that when you call support that you'll have to wait on hold until you'll be able to talk with a human. Also feel free to make any comments or tell us your horror stories you've had when dealing with phone support.
All past monthly polls and results can be found on the Computer Hope poll page (http://www.computerhope.com/polls.htm).
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Cursing starts around the 3 minute level, at 5 minutes I say I've waited this long....... around 7 minutes, I got to the bathroom, at 10 I pickup the phone and hear the the ring-tone having been hung up on! :'(
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Phone support? As in customer service? If so, I haven't done it before.
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I haven't called them, I see no reason to do so either.
If I can't fix it myself, I email them and post on a forum for help.
Invariably, with the assistance of the forum I am able to solve it before the company replies to my email.
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Keep in mind !! " Any : customer service phone calls, not just for computer help*
like when I tried to cancel my AOL subscription- I had a very bad-time !
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I didn't see that . . . ah well, same thing applies I guess.
I still haven't called either, I usually email if I have to get in touch with them.
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Only ever had to call a customer support line once. Was fairly ok. Just the person on the other side didn't really know what I was talking about, but in the end the issue was resolved.
This was with ntl about a year ago. Wasn't on hold for too long. But I have heard some horror stories about their customer service.
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Only used it once to call HP about a scanner.They charged me $30 to resolve a problem that was caused by their screwed up software. Haven't bought a HP product since and likely never will. Like the old saying, "Burn me once, shame on you. Burn me twice, shame on me."
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i called Optus phone support, and had to wait 4 hours >.<
i got them to pay for the call lol.
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I usually wait over 15 minutes but,if the company cares
enough to have good 'Champagne Elevator Music"...
then, I can pretend I am riding up a long never-ending
escalator at a friendly mall.
Telephone support is awful. :'(
When you listen to the options when you call,if you choose
to buy an item.....Under 30 seconds.....Every time but, goof
up and press the option for help. Oh My God!!
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I don't tend to call any support, unless I really really really have to.
I usually use an online support website, with a "Chat Now" feature.
Most of the representatives know what they are doing. I find Compaq to be more knowledgeable then Dell or Gateway...
Most online supports are connected within 5 minutes. The longest time I have ever waited for support was 45 minutes, that was Verizon, I think.
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I don't normally call support lines for computer issues. I've called Microsoft a couple of times, which went surprisingly well. Their customer support is a lot better than I expected. Within 10 minutes, I had already talked to a person and got my problem(s) worked out. When I called to get a new serial for Age of Empires III, it took maybe 5 or 7 minutes.
Gateway support is awful. They make you wait forever and then they don't want to help you with your problems. I've still got a recalled laptop battery that they won't replace and I haven't been able to get them to send me a Windows CD.
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I had to call Sony once for a problem regarding my hard drive. The computer that answered the phone put me on hold after I navigated through about twenty automated menus. I waited on hold (listening to their 60-second muzak loop) for three hours before it hung up on me. I never got to talk to anyone. >:(
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I remember calling Verizon once
They to had various voice menu's... which I greatly dislike.
When you end up hanging up to restart the whole session, etc, it takes forever to get back to where you were/wanted to go.
Quite frankly, I don't like talking on phones. (I hear voices whenever I do)
Computers can be nice, on some occasions, but humans can get anything done faster.
Well, what can you do?
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The worst thing ever is calling AOL because they ask you to spell out your username. I've got a fairly long account name, and I can't even get halfway through it before the stupid machine says "I'm sorry, I didn't quite catch that. Can you spell it again?" I tried about 5 times before giving up.
Quite frankly, I don't like talking on phones. (I hear voices whenever I do)
Those are people. You're supposed to talk back to them.
Or are these the voices that tell you to burn things...?
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In case anyone missed this months tip on the Computer Hope main page which is related to this months poll, visit http://gethuman.com/ great site with methods of getting around the computer operators.
For example in the above two cases with America Online and Verizon wireless just press 0 at each of the prompts to get to hold or a human.
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In case anyone missed this months tip on the Computer Hope main page which is related to this months poll, visit http://gethuman.com/ great site with methods of getting around the computer operators.
For example in the above two cases with America Online and Verizon wireless just press 0 at each of the prompts to get to hold or a human.
[/quote
Cool site (bookmarked, even though I will forget its there)
The worst thing ever is calling AOL because they ask you to spell out your username. I've got a fairly long account name, and I can't even get halfway through it before the stupid machine says "I'm sorry, I didn't quite catch that. Can you spell it again?" I tried about 5 times before giving up.
Quite frankly, I don't like talking on phones. (I hear voices whenever I do)
Those are people. You're supposed to talk back to them.
Or are these the voices that tell you to burn things...?
hmm... BBC code got messed up
No, the gold fish tell me to burn things.
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Thanks for the link, Nathan. Although I don't call support lines very often, that's still pretty handy.
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For me it has depended on the support company you are calling. Some really stink (Linksys) and some are really great (Crucial). Usually the whole thing takes about :10 or so.
I also use the tech support "chat" option when available.
Alan <>< :D
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i only called dell once and roadrunner once (cable internet) both for the same issue. internet RR made me wait 20 mins. with only one computer operator. then the tech told me to contact dell. which was like 10 plus computer ops. and it was all because my network adapter would'nt install right..
but normally if i do need help i use the chat option because it makes me feel more comfortable
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the longer they take to answer the more money they make out of you calling them in the first place.
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the longer they take to answer the more money they make out of you calling them in the first place.
I think most places just charge you for the time you actually speak to another human. As long as you're on hold, you don't pay per minute (unless it's a 900 number).
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I refuse to call any support line that charges.
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i used once in US.. called local cable company .. after 20 minutes i quit.. next day i inform them that i was pulling my pc & tv .. lo and behold they had tech to my house that day.. now adays i use COMPUTER HOPE... best support i know.. :)
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Thanks for the great comment. Computer Hope is developing into a great community to find free help. Hopefully also faster help as well. :D
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I can usually just fix the problem myself. I acually usually never even think of calling support.
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well depending on the issue say if it was a network faluire i would contact my isp that takes around 30 mins to even get through to someone ... but if its a computer issue i tend to try and sort the issue myself before phoneing someone.....but most call centers are a waste of time full of people reading manuals and all sorts geez :-X :-X
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I guess I am lucky. My average wait time for customer service with my internet provider is around 2 minutes. More often than not I get right through.
I've never had a bad experience with them.
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:) I just registered with CH and wanted to see if I could send a message.
As for calling customer support I try all out to avoid it but if I have to, will hang up after 7 minutes which I think is reasonable. I also dislike reps with foreign accents that are hard to understand.
I am learning the UBUNTU flavor of LINUX since I despise Micro$oft so much.
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On the rare occasion I call any form of support, I usually figure it out myself after 20 minutes on hold. :-\
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Okay, I have to chime in here. I don't call anyone for computer support. If I can't figure it out, I get online and wear out Google and techie forums, like this one. And I have to be in dire need to call any other company for support and this is why (two days ago):
First you have to know that I spent two weeks explaining to DirecTV and my local stations that I DO NOT get a satellite signal for local stations. So much for their second dish. The local guys can't figure out why I can't get local signals on my DirecTV dish. I have been electronically enclined since the age of about 8, things like the above don't confuse me. Explaining the situation to people who don't get it, exasperates me no end.
ME to DirecTV Customer Service Genius: I need ANOTHER installer out here to confirm that I do not get a local signal from any satellite. OR tell me the first installer was in too much of a hurry to find one and put up the right dish and get me my channels. PS: it will be on your dime since local channels are IN my contract.
CSG: Ok, Ms. English, let me run you through some tests to see what I can do from here. (Note: From here is in TN or NV. From here means he pulled up a how-to-deal-with-cranky-old-ladies manual on his screen.
CSG: Now, Ms English, are you watching a local channel right now?
And they say the customer asks the dumbest questions!! Wanted to yank him through my phone. And that is why I the last resort is my motto!
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I personally never use tech support. I either try to solve it my self, use google, or come here. I find support to be a waste of time.
When I used to have Adelphia cable before switching to Verizon DSL we would frequently lose our connection at random. I or someone else in the family would spend time talking to support only to have them say the problem was on our end like they always said. It's as if they're afraid to admit that they might be responsible for my problem.
Websites like eBay will announce when there performing updates and general maintainace to their servers so as to alert users of a possible slow down or inability to access site.
Here at CH users may have to wait a few hours for a reply to his/her problem, but at least they don't have to be on hold for an hour or more wasting time doing nothing productive.
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Its really depends on my mood. ;) :P :-\ ??? 8)
If is very urgent than max.I try 5-10 min. :)
Otherwise less than 5 min.
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Good 'Champagne Elevator Music"... still the key to the
nightmare. ;D
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The last time I called support, I got an automated robot thing that you actually spoke to.
Usually, I like the online chat services better (which many companies now have).
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Calling Product Support? You really REALLY mean this what people call "Product Support"? HAHAHAHA! I'd like to see someone get support at least ONCE! I don't even get help for a 'Compaq Presario M2000' using the online chat nor e-mail.
My opinion: Don't call product support. Try all possible ways of fixing the problem, if it still doesn't work, force it - resort to a hammer and a coat hanger!
John.
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Calling Product Support? You really REALLY mean this what people call "Product Support"? HAHAHAHA! I'd like to see someone get support at least ONCE! I don't even get help for a 'Compaq Presario M2000' using the online chat nor e-mail.
My opinion: Don't call product support. Try all possible ways of fixing the problem, if it still doesn't work, force it - resort to a hammer and a coat hanger!
John.
So true.... Dell support told me nothing!
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Calling Product Support? You really REALLY mean this what people call "Product Support"? HAHAHAHA! I'd like to see someone get support at least ONCE! I don't even get help for a 'Compaq Presario M2000' using the online chat nor e-mail.
My opinion: Don't call product support. Try all possible ways of fixing the problem, if it still doesn't work, force it - resort to a hammer and a coat hanger!
John.
So true.... Dell support told me nothing!
i called dell because my cousin old laptop wouldn't go past the windows load screen and the tech asked " ok log onto the account for me" right after i told him
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We just called Dish Support yesterday, it keeps cutting out. Its annoying. The dish should be aimed correctly.
We cant figure out whats wrong, and we are going to have to pay $50 to have someone take a look if we cant get it, but everything is in place. Dish is in the exact correct direction, so it has to be a fault in the cables somewhere.
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I actually despise calling technical servies :(
I was once on hold for 1 and a half hours waiting for help, which after that long period of time, it turns out they couldn't help me >:(
I'm so used to calling them since I can never really fix much myself, and I'm always on hold, listening to the annoying songs these services provide ;)