Computer Shopper Review On Tech Support

I did not start this post to start anything bad but for info for the
newsgroup readers regarding tech support.



Here is a brief overview of what 3 editors of Computer Shopper went out to
see who has the best Tech Support of Dell, Gateway, HP/Compaq and Toshiba.
Located on Page 118 of the September Issue.



They had 4 questions with each question taking one call.



Question 1: I installed a utility and the driver screwed up my PC, what
should I do?

Answer: Immediate answer is to do a system restore for XP machines





Question 2: My PC is running very slow. What should I do?

Answers: Include Defrag and adding more memory and others.



Question 3: How Do I upgrade new memory on my PC?

Answer: It is system specific but it shows how each vendor trains its tech
support people in overall product knowledge.



Question 4: My hard drive is making a clattering noise? What does this
mean?

Answer: This is a non-specific problem, but they wanted to see what steps
the vendor would take them through and at what point would advise that the
drive may be in a death roll.



Each correct answer is worth 5 points, with partial credit given each case.
The vendor that had the fastest time to a live person got another 5 points,
while others got partial points. The highest score possible was 25.





Dell

Total Time To Connect: 24 minutes and 15 seconds

First call took 17 minutes, all other calls around 2 minutes

Calls received from Nashville (Longest Wait) to Bangladore, India.

They managed to answer the first question without asking it as the recording
suggested the correct fix while they were on hold. Second question, they
were directed to unload some items to speed up the system. A good start but
some items are needed to run automatically at startup. The 2 other questions
were answered correctly with helpful tips and good advice.

Score: 21 points

Lost points: Time to Connect and the second question's answer.



Gateway

Total Time To Connect: 20 seconds

Calls received from: 3 out 4 calls stayed in the US, while 1 went to India.

Gateway picked up the phone consistently within 5 seconds after the first
ring.

Tech Support Reps answered all questions correctly. They even gave them a
phone number with a direct extension for follow up questions. They used
that number for the subsequent questions. They got correct answers to
each question, as well as more information about previous queries. On the
last question, the rep immediately admitted the hard drive was probably
expiring and that they should do a back up immediately.

Score: 25 points

Lost points: None



HP/Compaq

Total Time To Connect: 3 minutes and 58 seconds

Calls received from: All calls to Chennai, in Southern India

All reps where business like, and that they were continually reminded that
their software warranty had expired and were encouraged to purchase an
extension for $59. Despite the hard sell, the tech support reps helped them
out correctly in every instance and during their first call, the tech
support supervisor joined the call (He was listening) to advise them to be
wary of third party software because it can damage the system. During the
last call, the tech advised them to backup their data and then rightly
listed numerous steps to take before he would rule out the drive defective.
He even offered to call them back at a predetermined time.

Score: 24 points

Lost points: Time to Connect



Toshiba

Total Time To Connect: 11 minutes

Calls received from: Noisy calls from Istanbul, while the quiet call was
patched to Toronto

First call had considerable amount of background noise made it difficult to
get the problem across. Once they did, the support tech explained that
Toshiba does not support third party software but, nevertheless, he showed
them how to remove the app from their system. Not perfect, but good. The
other questions were answered correctly, but overall, in three out of four
calls, the noise was substantial.

Score: 22 points

Lost points: Time to Connect and the first question's answer and noisy
calls



Overall Rankings

1. Gateway

2. HP/Compaq

3. Toshiba

4. Dell



Things learned

All Vendors have call centers overseas.

No complaining that the tech support reps were hard to understand.

All Vendors got at least 3 out of 4 right answers.

Thanks Dan!... everyone knows that "Computer Shopper" is the end-all source
for technological reference!

Do you imagine yourself as the news anchor for the pc-clone newsgroups or do
you really believe the poor state of Tech Support is some sort of breaking
news? It's been an off-and-on topic here for the last 2 years that I know
of. You've not posted here before... so why now if not to stir up the
group(s).

Troll!
--
Rocket(Fish)



"Dan Sgambelluri" <> wrote in message
news:B%c%a.764968$. ca...
> I did not start this post to start anything bad but for info for the
> newsgroup readers regarding tech support.
>
>
>
> Here is a brief overview of what 3 editors of Computer Shopper went out to
> see who has the best Tech Support of Dell, Gateway, HP/Compaq and Toshiba.
> Located on Page 118 of the September Issue.
>
>
>
> They had 4 questions with each question taking one call.
>
>
>
> Question 1: I installed a utility and the driver screwed up my PC, what
> should I do?
>
> Answer: Immediate answer is to do a system restore for XP machines
>
>
>
>
>
> Question 2: My PC is running very slow. What should I do?
>
> Answers: Include Defrag and adding more memory and others.
>
>
>
> Question 3: How Do I upgrade new memory on my PC?
>
> Answer: It is system specific but it shows how each vendor trains its
tech
> support people in overall product knowledge.
>
>
>
> Question 4: My hard drive is making a clattering noise? What does this
> mean?
>
> Answer: This is a non-specific problem, but they wanted to see what steps
> the vendor would take them through and at what point would advise that the
> drive may be in a death roll.
>
>
>
> Each correct answer is worth 5 points, with partial credit given each
case.
> The vendor that had the fastest time to a live person got another 5
points,
> while others got partial points. The highest score possible was 25.
>
>
>
>
>
> Dell
>
> Total Time To Connect: 24 minutes and 15 seconds
>
> First call took 17 minutes, all other calls around 2 minutes
>
> Calls received from Nashville (Longest Wait) to Bangladore, India.
>
> They managed to answer the first question without asking it as the
recording
> suggested the correct fix while they were on hold. Second question, they
> were directed to unload some items to speed up the system. A good start
but
> some items are needed to run automatically at startup. The 2 other
questions
> were answered correctly with helpful tips and good advice.
>
> Score: 21 points
>
> Lost points: Time to Connect and the second question's answer.
>
>
>
> Gateway
>
> Total Time To Connect: 20 seconds
>
> Calls received from: 3 out 4 calls stayed in the US, while 1 went to
India.
>
> Gateway picked up the phone consistently within 5 seconds after the first
> ring.
>
> Tech Support Reps answered all questions correctly. They even gave them a
> phone number with a direct extension for follow up questions. They used
> that number for the subsequent questions. They got correct answers to
> each question, as well as more information about previous queries. On the
> last question, the rep immediately admitted the hard drive was probably
> expiring and that they should do a back up immediately.
>
> Score: 25 points
>
> Lost points: None
>
>
>
> HP/Compaq
>
> Total Time To Connect: 3 minutes and 58 seconds
>
> Calls received from: All calls to Chennai, in Southern India
>
> All reps where business like, and that they were continually reminded that
> their software warranty had expired and were encouraged to purchase an
> extension for $59. Despite the hard sell, the tech support reps helped
them
> out correctly in every instance and during their first call, the tech
> support supervisor joined the call (He was listening) to advise them to be
> wary of third party software because it can damage the system. During the
> last call, the tech advised them to backup their data and then rightly
> listed numerous steps to take before he would rule out the drive
defective.
> He even offered to call them back at a predetermined time.
>
> Score: 24 points
>
> Lost points: Time to Connect
>
>
>
> Toshiba
>
> Total Time To Connect: 11 minutes
>
> Calls received from: Noisy calls from Istanbul, while the quiet call was
> patched to Toronto
>
> First call had considerable amount of background noise made it difficult
to
> get the problem across. Once they did, the support tech explained that
> Toshiba does not support third party software but, nevertheless, he showed
> them how to remove the app from their system. Not perfect, but good. The
> other questions were answered correctly, but overall, in three out of four
> calls, the noise was substantial.
>
> Score: 22 points
>
> Lost points: Time to Connect and the first question's answer and noisy
> calls
>
>
>
> Overall Rankings
>
> 1. Gateway
>
> 2. HP/Compaq
>
> 3. Toshiba
>
> 4. Dell
>
>
>
> Things learned
>
> All Vendors have call centers overseas.
>
> No complaining that the tech support reps were hard to understand.
>
> All Vendors got at least 3 out of 4 right answers.
>
>
>
>

I'm not a troll

Yes, tech support problems have been an off-and-on topic in practically
every PC vendor's newsgroup especially since most of them, especially the
big ones have call centers overseas in places like India for over 2 years.
Ever since I began to go to PC vendors newsgroups and read, they always have
negative things to say about tech support even though there are alot of
people who have no problems with tech support ever. It is just the negative
ones that post on the newsgroup saying how bad the tech support is.

Yes, Computer Shopper is not the end-all source for technological reference
they are a computer magazine company that does good work and I just wanted
people who use the 4 PC Vendors about there tech support.

I don't know which newsgroup you are usually in. I am usually in the Compaq
and Dell newsgroup as I have one of each. I posted in the HP. Gateway and
Toshiba newsgroups because they are a part of the little research survey
that Computer Shopper's 3 editors did on Tech Support along with Dell and
Compaq. If Dell was the only listed in the report, I would only have posted
this in the Dell newsgroup which I am there. Of course that would make
Computer Shopper biased towards Dell which they aren't.


"Rocket" <> wrote in message
news:Xdd%a.1231$...
> Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
source
> for technological reference!
>
> Do you imagine yourself as the news anchor for the pc-clone newsgroups or
do
> you really believe the poor state of Tech Support is some sort of breaking
> news? It's been an off-and-on topic here for the last 2 years that I know
> of. You've not posted here before... so why now if not to stir up the
> group(s).
>
> Troll!
> --
> Rocket(Fish)
>
>
>
> "Dan Sgambelluri" <> wrote in message
> news:B%c%a.764968$. ca...
> > I did not start this post to start anything bad but for info for the
> > newsgroup readers regarding tech support.
> >
> >
> >
> > Here is a brief overview of what 3 editors of Computer Shopper went out
to
> > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
Toshiba.
> > Located on Page 118 of the September Issue.
> >
> >
> >
> > They had 4 questions with each question taking one call.
> >
> >
> >
> > Question 1: I installed a utility and the driver screwed up my PC,
what
> > should I do?
> >
> > Answer: Immediate answer is to do a system restore for XP machines
> >
> >
> >
> >
> >
> > Question 2: My PC is running very slow. What should I do?
> >
> > Answers: Include Defrag and adding more memory and others.
> >
> >
> >
> > Question 3: How Do I upgrade new memory on my PC?
> >
> > Answer: It is system specific but it shows how each vendor trains its
> tech
> > support people in overall product knowledge.
> >
> >
> >
> > Question 4: My hard drive is making a clattering noise? What does this
> > mean?
> >
> > Answer: This is a non-specific problem, but they wanted to see what
steps
> > the vendor would take them through and at what point would advise that
the
> > drive may be in a death roll.
> >
> >
> >
> > Each correct answer is worth 5 points, with partial credit given each
> case.
> > The vendor that had the fastest time to a live person got another 5
> points,
> > while others got partial points. The highest score possible was 25.
> >
> >
> >
> >
> >
> > Dell
> >
> > Total Time To Connect: 24 minutes and 15 seconds
> >
> > First call took 17 minutes, all other calls around 2 minutes
> >
> > Calls received from Nashville (Longest Wait) to Bangladore, India.
> >
> > They managed to answer the first question without asking it as the
> recording
> > suggested the correct fix while they were on hold. Second question,
they
> > were directed to unload some items to speed up the system. A good start
> but
> > some items are needed to run automatically at startup. The 2 other
> questions
> > were answered correctly with helpful tips and good advice.
> >
> > Score: 21 points
> >
> > Lost points: Time to Connect and the second question's answer.
> >
> >
> >
> > Gateway
> >
> > Total Time To Connect: 20 seconds
> >
> > Calls received from: 3 out 4 calls stayed in the US, while 1 went to
> India.
> >
> > Gateway picked up the phone consistently within 5 seconds after the
first
> > ring.
> >
> > Tech Support Reps answered all questions correctly. They even gave them
a
> > phone number with a direct extension for follow up questions. They used
> > that number for the subsequent questions. They got correct answers to
> > each question, as well as more information about previous queries. On
the
> > last question, the rep immediately admitted the hard drive was probably
> > expiring and that they should do a back up immediately.
> >
> > Score: 25 points
> >
> > Lost points: None
> >
> >
> >
> > HP/Compaq
> >
> > Total Time To Connect: 3 minutes and 58 seconds
> >
> > Calls received from: All calls to Chennai, in Southern India
> >
> > All reps where business like, and that they were continually reminded
that
> > their software warranty had expired and were encouraged to purchase an
> > extension for $59. Despite the hard sell, the tech support reps helped
> them
> > out correctly in every instance and during their first call, the tech
> > support supervisor joined the call (He was listening) to advise them to
be
> > wary of third party software because it can damage the system. During
the
> > last call, the tech advised them to backup their data and then rightly
> > listed numerous steps to take before he would rule out the drive
> defective.
> > He even offered to call them back at a predetermined time.
> >
> > Score: 24 points
> >
> > Lost points: Time to Connect
> >
> >
> >
> > Toshiba
> >
> > Total Time To Connect: 11 minutes
> >
> > Calls received from: Noisy calls from Istanbul, while the quiet call
was
> > patched to Toronto
> >
> > First call had considerable amount of background noise made it difficult
> to
> > get the problem across. Once they did, the support tech explained that
> > Toshiba does not support third party software but, nevertheless, he
showed
> > them how to remove the app from their system. Not perfect, but good.
The
> > other questions were answered correctly, but overall, in three out of
four
> > calls, the noise was substantial.
> >
> > Score: 22 points
> >
> > Lost points: Time to Connect and the first question's answer and noisy
> > calls
> >
> >
> >
> > Overall Rankings
> >
> > 1. Gateway
> >
> > 2. HP/Compaq
> >
> > 3. Toshiba
> >
> > 4. Dell
> >
> >
> >
> > Things learned
> >
> > All Vendors have call centers overseas.
> >
> > No complaining that the tech support reps were hard to understand.
> >
> > All Vendors got at least 3 out of 4 right answers.
> >
> >
> >
> >
>
>
>

Compaq took 3 minutes and a few seconds to answer? LMAO When did this
person call? I have been calling all week to discuss a issue and I have
been on hold for over 2 hours everytime I have called.

I don't believe that report at all.

It also doesn't suprise me that Dell is listed number 4 in this test,
Gateway being #1 didn't suprise me at all. Out of any computer company out
there, Gateway seems to be in 'sync' with their customers and the
merchandise they sell.
"Rocket" <> wrote in message
news:Xdd%a.1231$...
> Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
source
> for technological reference!
>
> Do you imagine yourself as the news anchor for the pc-clone newsgroups or
do
> you really believe the poor state of Tech Support is some sort of breaking
> news? It's been an off-and-on topic here for the last 2 years that I know
> of. You've not posted here before... so why now if not to stir up the
> group(s).
>
> Troll!
> --
> Rocket(Fish)
>
>
>
> "Dan Sgambelluri" <> wrote in message
> news:B%c%a.764968$. ca...
> > I did not start this post to start anything bad but for info for the
> > newsgroup readers regarding tech support.
> >
> >
> >
> > Here is a brief overview of what 3 editors of Computer Shopper went out
to
> > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
Toshiba.
> > Located on Page 118 of the September Issue.
> >
> >
> >
> > They had 4 questions with each question taking one call.
> >
> >
> >
> > Question 1: I installed a utility and the driver screwed up my PC,
what
> > should I do?
> >
> > Answer: Immediate answer is to do a system restore for XP machines
> >
> >
> >
> >
> >
> > Question 2: My PC is running very slow. What should I do?
> >
> > Answers: Include Defrag and adding more memory and others.
> >
> >
> >
> > Question 3: How Do I upgrade new memory on my PC?
> >
> > Answer: It is system specific but it shows how each vendor trains its
> tech
> > support people in overall product knowledge.
> >
> >
> >
> > Question 4: My hard drive is making a clattering noise? What does this
> > mean?
> >
> > Answer: This is a non-specific problem, but they wanted to see what
steps
> > the vendor would take them through and at what point would advise that
the
> > drive may be in a death roll.
> >
> >
> >
> > Each correct answer is worth 5 points, with partial credit given each
> case.
> > The vendor that had the fastest time to a live person got another 5
> points,
> > while others got partial points. The highest score possible was 25.
> >
> >
> >
> >
> >
> > Dell
> >
> > Total Time To Connect: 24 minutes and 15 seconds
> >
> > First call took 17 minutes, all other calls around 2 minutes
> >
> > Calls received from Nashville (Longest Wait) to Bangladore, India.
> >
> > They managed to answer the first question without asking it as the
> recording
> > suggested the correct fix while they were on hold. Second question,
they
> > were directed to unload some items to speed up the system. A good start
> but
> > some items are needed to run automatically at startup. The 2 other
> questions
> > were answered correctly with helpful tips and good advice.
> >
> > Score: 21 points
> >
> > Lost points: Time to Connect and the second question's answer.
> >
> >
> >
> > Gateway
> >
> > Total Time To Connect: 20 seconds
> >
> > Calls received from: 3 out 4 calls stayed in the US, while 1 went to
> India.
> >
> > Gateway picked up the phone consistently within 5 seconds after the
first
> > ring.
> >
> > Tech Support Reps answered all questions correctly. They even gave them
a
> > phone number with a direct extension for follow up questions. They used
> > that number for the subsequent questions. They got correct answers to
> > each question, as well as more information about previous queries. On
the
> > last question, the rep immediately admitted the hard drive was probably
> > expiring and that they should do a back up immediately.
> >
> > Score: 25 points
> >
> > Lost points: None
> >
> >
> >
> > HP/Compaq
> >
> > Total Time To Connect: 3 minutes and 58 seconds
> >
> > Calls received from: All calls to Chennai, in Southern India
> >
> > All reps where business like, and that they were continually reminded
that
> > their software warranty had expired and were encouraged to purchase an
> > extension for $59. Despite the hard sell, the tech support reps helped
> them
> > out correctly in every instance and during their first call, the tech
> > support supervisor joined the call (He was listening) to advise them to
be
> > wary of third party software because it can damage the system. During
the
> > last call, the tech advised them to backup their data and then rightly
> > listed numerous steps to take before he would rule out the drive
> defective.
> > He even offered to call them back at a predetermined time.
> >
> > Score: 24 points
> >
> > Lost points: Time to Connect
> >
> >
> >
> > Toshiba
> >
> > Total Time To Connect: 11 minutes
> >
> > Calls received from: Noisy calls from Istanbul, while the quiet call
was
> > patched to Toronto
> >
> > First call had considerable amount of background noise made it difficult
> to
> > get the problem across. Once they did, the support tech explained that
> > Toshiba does not support third party software but, nevertheless, he
showed
> > them how to remove the app from their system. Not perfect, but good.
The
> > other questions were answered correctly, but overall, in three out of
four
> > calls, the noise was substantial.
> >
> > Score: 22 points
> >
> > Lost points: Time to Connect and the first question's answer and noisy
> > calls
> >
> >
> >
> > Overall Rankings
> >
> > 1. Gateway
> >
> > 2. HP/Compaq
> >
> > 3. Toshiba
> >
> > 4. Dell
> >
> >
> >
> > Things learned
> >
> > All Vendors have call centers overseas.
> >
> > No complaining that the tech support reps were hard to understand.
> >
> > All Vendors got at least 3 out of 4 right answers.
> >
> >
> >
> >
>
>
>

It doesn't say but my guess, it is between 9am and 5pm during the weekday as
the Computer Shopper's HQ is in NYC. I know it sounds vague but it is just
my guess.

I believe the report but it might have been done one day that HP/Compaq was
slow and Dell might have had a backlog of customers with problems. If they
did a survey for 2 weeks or a month, then it would be more accepted than if
it was a one shot deal like it was here.

I know, the list didn't surprise me either, maybe HP/Compaq and Toshiba
might have switched places as whenever I had to call Compaq, it took awhile
too.




"SCW" <> wrote in message
news:...
> Compaq took 3 minutes and a few seconds to answer? LMAO When did this
> person call? I have been calling all week to discuss a issue and I have
> been on hold for over 2 hours everytime I have called.
>
> I don't believe that report at all.
>
> It also doesn't suprise me that Dell is listed number 4 in this test,
> Gateway being #1 didn't suprise me at all. Out of any computer company
out
> there, Gateway seems to be in 'sync' with their customers and the
> merchandise they sell.
> "Rocket" <> wrote in message
> news:Xdd%a.1231$...
> > Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
> source
> > for technological reference!
> >
> > Do you imagine yourself as the news anchor for the pc-clone newsgroups
or
> do
> > you really believe the poor state of Tech Support is some sort of
breaking
> > news? It's been an off-and-on topic here for the last 2 years that I
know
> > of. You've not posted here before... so why now if not to stir up the
> > group(s).
> >
> > Troll!
> > --
> > Rocket(Fish)
> >
> >
> >
> > "Dan Sgambelluri" <> wrote in message
> > news:B%c%a.764968$. ca...
> > > I did not start this post to start anything bad but for info for the
> > > newsgroup readers regarding tech support.
> > >
> > >
> > >
> > > Here is a brief overview of what 3 editors of Computer Shopper went
out
> to
> > > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
> Toshiba.
> > > Located on Page 118 of the September Issue.
> > >
> > >
> > >
> > > They had 4 questions with each question taking one call.
> > >
> > >
> > >
> > > Question 1: I installed a utility and the driver screwed up my PC,
> what
> > > should I do?
> > >
> > > Answer: Immediate answer is to do a system restore for XP machines
> > >
> > >
> > >
> > >
> > >
> > > Question 2: My PC is running very slow. What should I do?
> > >
> > > Answers: Include Defrag and adding more memory and others.
> > >
> > >
> > >
> > > Question 3: How Do I upgrade new memory on my PC?
> > >
> > > Answer: It is system specific but it shows how each vendor trains its
> > tech
> > > support people in overall product knowledge.
> > >
> > >
> > >
> > > Question 4: My hard drive is making a clattering noise? What does
this
> > > mean?
> > >
> > > Answer: This is a non-specific problem, but they wanted to see what
> steps
> > > the vendor would take them through and at what point would advise that
> the
> > > drive may be in a death roll.
> > >
> > >
> > >
> > > Each correct answer is worth 5 points, with partial credit given each
> > case.
> > > The vendor that had the fastest time to a live person got another 5
> > points,
> > > while others got partial points. The highest score possible was 25.
> > >
> > >
> > >
> > >
> > >
> > > Dell
> > >
> > > Total Time To Connect: 24 minutes and 15 seconds
> > >
> > > First call took 17 minutes, all other calls around 2 minutes
> > >
> > > Calls received from Nashville (Longest Wait) to Bangladore, India.
> > >
> > > They managed to answer the first question without asking it as the
> > recording
> > > suggested the correct fix while they were on hold. Second question,
> they
> > > were directed to unload some items to speed up the system. A good
start
> > but
> > > some items are needed to run automatically at startup. The 2 other
> > questions
> > > were answered correctly with helpful tips and good advice.
> > >
> > > Score: 21 points
> > >
> > > Lost points: Time to Connect and the second question's answer.
> > >
> > >
> > >
> > > Gateway
> > >
> > > Total Time To Connect: 20 seconds
> > >
> > > Calls received from: 3 out 4 calls stayed in the US, while 1 went to
> > India.
> > >
> > > Gateway picked up the phone consistently within 5 seconds after the
> first
> > > ring.
> > >
> > > Tech Support Reps answered all questions correctly. They even gave
them
> a
> > > phone number with a direct extension for follow up questions. They
used
> > > that number for the subsequent questions. They got correct answers
to
> > > each question, as well as more information about previous queries. On
> the
> > > last question, the rep immediately admitted the hard drive was
probably
> > > expiring and that they should do a back up immediately.
> > >
> > > Score: 25 points
> > >
> > > Lost points: None
> > >
> > >
> > >
> > > HP/Compaq
> > >
> > > Total Time To Connect: 3 minutes and 58 seconds
> > >
> > > Calls received from: All calls to Chennai, in Southern India
> > >
> > > All reps where business like, and that they were continually reminded
> that
> > > their software warranty had expired and were encouraged to purchase an
> > > extension for $59. Despite the hard sell, the tech support reps helped
> > them
> > > out correctly in every instance and during their first call, the tech
> > > support supervisor joined the call (He was listening) to advise them
to
> be
> > > wary of third party software because it can damage the system. During
> the
> > > last call, the tech advised them to backup their data and then rightly
> > > listed numerous steps to take before he would rule out the drive
> > defective.
> > > He even offered to call them back at a predetermined time.
> > >
> > > Score: 24 points
> > >
> > > Lost points: Time to Connect
> > >
> > >
> > >
> > > Toshiba
> > >
> > > Total Time To Connect: 11 minutes
> > >
> > > Calls received from: Noisy calls from Istanbul, while the quiet call
> was
> > > patched to Toronto
> > >
> > > First call had considerable amount of background noise made it
difficult
> > to
> > > get the problem across. Once they did, the support tech explained
that
> > > Toshiba does not support third party software but, nevertheless, he
> showed
> > > them how to remove the app from their system. Not perfect, but good.
> The
> > > other questions were answered correctly, but overall, in three out of
> four
> > > calls, the noise was substantial.
> > >
> > > Score: 22 points
> > >
> > > Lost points: Time to Connect and the first question's answer and
noisy
> > > calls
> > >
> > >
> > >
> > > Overall Rankings
> > >
> > > 1. Gateway
> > >
> > > 2. HP/Compaq
> > >
> > > 3. Toshiba
> > >
> > > 4. Dell
> > >
> > >
> > >
> > > Things learned
> > >
> > > All Vendors have call centers overseas.
> > >
> > > No complaining that the tech support reps were hard to understand.
> > >
> > > All Vendors got at least 3 out of 4 right answers.
> > >
> > >
> > >
> > >
> >
> >
> >
>
>

You are a troll! There are no problems in tech support! we have surrounded
all causes of problems and they will be destroyed immediately. Tech support
is the best run segment of computer companies!

I think living in Iraq might be actually a little funny if they actually had
a tech sector.


"SCW" <> wrote in message
news:...
> Why is someone called a troll on usenet simply because their expressions
> don't represent yours?
>
> If this was Iraq it would be a pretty boring country.
>
> I guess I'm a troll now as well, huh? LMAO
>
> Whatever...
>
>
> "Rocket" <> wrote in message
> news:Xdd%a.1231$...
> > Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
> source
> > for technological reference!
> >
> > Do you imagine yourself as the news anchor for the pc-clone newsgroups
or
> do
> > you really believe the poor state of Tech Support is some sort of
breaking
> > news? It's been an off-and-on topic here for the last 2 years that I
know
> > of. You've not posted here before... so why now if not to stir up the
> > group(s).
> >
> > Troll!
> > --
> > Rocket(Fish)
> >
> >
> >
> > "Dan Sgambelluri" <> wrote in message
> > news:B%c%a.764968$. ca...
> > > I did not start this post to start anything bad but for info for the
> > > newsgroup readers regarding tech support.
> > >
> > >
> > >
> > > Here is a brief overview of what 3 editors of Computer Shopper went
out
> to
> > > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
> Toshiba.
> > > Located on Page 118 of the September Issue.
> > >
> > >
> > >
> > > They had 4 questions with each question taking one call.
> > >
> > >
> > >
> > > Question 1: I installed a utility and the driver screwed up my PC,
> what
> > > should I do?
> > >
> > > Answer: Immediate answer is to do a system restore for XP machines
> > >
> > >
> > >
> > >
> > >
> > > Question 2: My PC is running very slow. What should I do?
> > >
> > > Answers: Include Defrag and adding more memory and others.
> > >
> > >
> > >
> > > Question 3: How Do I upgrade new memory on my PC?
> > >
> > > Answer: It is system specific but it shows how each vendor trains its
> > tech
> > > support people in overall product knowledge.
> > >
> > >
> > >
> > > Question 4: My hard drive is making a clattering noise? What does
this
> > > mean?
> > >
> > > Answer: This is a non-specific problem, but they wanted to see what
> steps
> > > the vendor would take them through and at what point would advise that
> the
> > > drive may be in a death roll.
> > >
> > >
> > >
> > > Each correct answer is worth 5 points, with partial credit given each
> > case.
> > > The vendor that had the fastest time to a live person got another 5
> > points,
> > > while others got partial points. The highest score possible was 25.
> > >
> > >
> > >
> > >
> > >
> > > Dell
> > >
> > > Total Time To Connect: 24 minutes and 15 seconds
> > >
> > > First call took 17 minutes, all other calls around 2 minutes
> > >
> > > Calls received from Nashville (Longest Wait) to Bangladore, India.
> > >
> > > They managed to answer the first question without asking it as the
> > recording
> > > suggested the correct fix while they were on hold. Second question,
> they
> > > were directed to unload some items to speed up the system. A good
start
> > but
> > > some items are needed to run automatically at startup. The 2 other
> > questions
> > > were answered correctly with helpful tips and good advice.
> > >
> > > Score: 21 points
> > >
> > > Lost points: Time to Connect and the second question's answer.
> > >
> > >
> > >
> > > Gateway
> > >
> > > Total Time To Connect: 20 seconds
> > >
> > > Calls received from: 3 out 4 calls stayed in the US, while 1 went to
> > India.
> > >
> > > Gateway picked up the phone consistently within 5 seconds after the
> first
> > > ring.
> > >
> > > Tech Support Reps answered all questions correctly. They even gave
them
> a
> > > phone number with a direct extension for follow up questions. They
used
> > > that number for the subsequent questions. They got correct answers
to
> > > each question, as well as more information about previous queries. On
> the
> > > last question, the rep immediately admitted the hard drive was
probably
> > > expiring and that they should do a back up immediately.
> > >
> > > Score: 25 points
> > >
> > > Lost points: None
> > >
> > >
> > >
> > > HP/Compaq
> > >
> > > Total Time To Connect: 3 minutes and 58 seconds
> > >
> > > Calls received from: All calls to Chennai, in Southern India
> > >
> > > All reps where business like, and that they were continually reminded
> that
> > > their software warranty had expired and were encouraged to purchase an
> > > extension for $59. Despite the hard sell, the tech support reps helped
> > them
> > > out correctly in every instance and during their first call, the tech
> > > support supervisor joined the call (He was listening) to advise them
to
> be
> > > wary of third party software because it can damage the system. During
> the
> > > last call, the tech advised them to backup their data and then rightly
> > > listed numerous steps to take before he would rule out the drive
> > defective.
> > > He even offered to call them back at a predetermined time.
> > >
> > > Score: 24 points
> > >
> > > Lost points: Time to Connect
> > >
> > >
> > >
> > > Toshiba
> > >
> > > Total Time To Connect: 11 minutes
> > >
> > > Calls received from: Noisy calls from Istanbul, while the quiet call
> was
> > > patched to Toronto
> > >
> > > First call had considerable amount of background noise made it
difficult
> > to
> > > get the problem across. Once they did, the support tech explained
that
> > > Toshiba does not support third party software but, nevertheless, he
> showed
> > > them how to remove the app from their system. Not perfect, but good.
> The
> > > other questions were answered correctly, but overall, in three out of
> four
> > > calls, the noise was substantial.
> > >
> > > Score: 22 points
> > >
> > > Lost points: Time to Connect and the first question's answer and
noisy
> > > calls
> > >
> > >
> > >
> > > Overall Rankings
> > >
> > > 1. Gateway
> > >
> > > 2. HP/Compaq
> > >
> > > 3. Toshiba
> > >
> > > 4. Dell
> > >
> > >
> > >
> > > Things learned
> > >
> > > All Vendors have call centers overseas.
> > >
> > > No complaining that the tech support reps were hard to understand.
> > >
> > > All Vendors got at least 3 out of 4 right answers.
> > >
> > >
> > >
> > >
> >
> >
> >
>
>

I'm a troll? LMAO You know in my world, a TROLL is an old person...enough
said.


"goop" <> wrote in message
news:C6u%a.170894$ ...
> You are a troll! There are no problems in tech support! we have
surrounded
> all causes of problems and they will be destroyed immediately. Tech
support
> is the best run segment of computer companies!
>
> I think living in Iraq might be actually a little funny if they actually
had
> a tech sector.
>
>
> "SCW" <> wrote in message
> news:...
> > Why is someone called a troll on usenet simply because their expressions
> > don't represent yours?
> >
> > If this was Iraq it would be a pretty boring country.
> >
> > I guess I'm a troll now as well, huh? LMAO
> >
> > Whatever...
> >
> >
> > "Rocket" <> wrote in message
> > news:Xdd%a.1231$...
> > > Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
> > source
> > > for technological reference!
> > >
> > > Do you imagine yourself as the news anchor for the pc-clone newsgroups
> or
> > do
> > > you really believe the poor state of Tech Support is some sort of
> breaking
> > > news? It's been an off-and-on topic here for the last 2 years that I
> know
> > > of. You've not posted here before... so why now if not to stir up the
> > > group(s).
> > >
> > > Troll!
> > > --
> > > Rocket(Fish)
> > >
> > >
> > >
> > > "Dan Sgambelluri" <> wrote in message
> > > news:B%c%a.764968$. ca...
> > > > I did not start this post to start anything bad but for info for the
> > > > newsgroup readers regarding tech support.
> > > >
> > > >
> > > >
> > > > Here is a brief overview of what 3 editors of Computer Shopper went
> out
> > to
> > > > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
> > Toshiba.
> > > > Located on Page 118 of the September Issue.
> > > >
> > > >
> > > >
> > > > They had 4 questions with each question taking one call.
> > > >
> > > >
> > > >
> > > > Question 1: I installed a utility and the driver screwed up my PC,
> > what
> > > > should I do?
> > > >
> > > > Answer: Immediate answer is to do a system restore for XP machines
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > Question 2: My PC is running very slow. What should I do?
> > > >
> > > > Answers: Include Defrag and adding more memory and others.
> > > >
> > > >
> > > >
> > > > Question 3: How Do I upgrade new memory on my PC?
> > > >
> > > > Answer: It is system specific but it shows how each vendor trains
its
> > > tech
> > > > support people in overall product knowledge.
> > > >
> > > >
> > > >
> > > > Question 4: My hard drive is making a clattering noise? What does
> this
> > > > mean?
> > > >
> > > > Answer: This is a non-specific problem, but they wanted to see what
> > steps
> > > > the vendor would take them through and at what point would advise
that
> > the
> > > > drive may be in a death roll.
> > > >
> > > >
> > > >
> > > > Each correct answer is worth 5 points, with partial credit given
each
> > > case.
> > > > The vendor that had the fastest time to a live person got another 5
> > > points,
> > > > while others got partial points. The highest score possible was 25.
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > Dell
> > > >
> > > > Total Time To Connect: 24 minutes and 15 seconds
> > > >
> > > > First call took 17 minutes, all other calls around 2 minutes
> > > >
> > > > Calls received from Nashville (Longest Wait) to Bangladore, India.
> > > >
> > > > They managed to answer the first question without asking it as the
> > > recording
> > > > suggested the correct fix while they were on hold. Second question,
> > they
> > > > were directed to unload some items to speed up the system. A good
> start
> > > but
> > > > some items are needed to run automatically at startup. The 2 other
> > > questions
> > > > were answered correctly with helpful tips and good advice.
> > > >
> > > > Score: 21 points
> > > >
> > > > Lost points: Time to Connect and the second question's answer.
> > > >
> > > >
> > > >
> > > > Gateway
> > > >
> > > > Total Time To Connect: 20 seconds
> > > >
> > > > Calls received from: 3 out 4 calls stayed in the US, while 1 went
to
> > > India.
> > > >
> > > > Gateway picked up the phone consistently within 5 seconds after the
> > first
> > > > ring.
> > > >
> > > > Tech Support Reps answered all questions correctly. They even gave
> them
> > a
> > > > phone number with a direct extension for follow up questions. They
> used
> > > > that number for the subsequent questions. They got correct
answers
> to
> > > > each question, as well as more information about previous queries.
On
> > the
> > > > last question, the rep immediately admitted the hard drive was
> probably
> > > > expiring and that they should do a back up immediately.
> > > >
> > > > Score: 25 points
> > > >
> > > > Lost points: None
> > > >
> > > >
> > > >
> > > > HP/Compaq
> > > >
> > > > Total Time To Connect: 3 minutes and 58 seconds
> > > >
> > > > Calls received from: All calls to Chennai, in Southern India
> > > >
> > > > All reps where business like, and that they were continually
reminded
> > that
> > > > their software warranty had expired and were encouraged to purchase
an
> > > > extension for $59. Despite the hard sell, the tech support reps
helped
> > > them
> > > > out correctly in every instance and during their first call, the
tech
> > > > support supervisor joined the call (He was listening) to advise them
> to
> > be
> > > > wary of third party software because it can damage the system.
During
> > the
> > > > last call, the tech advised them to backup their data and then
rightly
> > > > listed numerous steps to take before he would rule out the drive
> > > defective.
> > > > He even offered to call them back at a predetermined time.
> > > >
> > > > Score: 24 points
> > > >
> > > > Lost points: Time to Connect
> > > >
> > > >
> > > >
> > > > Toshiba
> > > >
> > > > Total Time To Connect: 11 minutes
> > > >
> > > > Calls received from: Noisy calls from Istanbul, while the quiet
call
> > was
> > > > patched to Toronto
> > > >
> > > > First call had considerable amount of background noise made it
> difficult
> > > to
> > > > get the problem across. Once they did, the support tech explained
> that
> > > > Toshiba does not support third party software but, nevertheless, he
> > showed
> > > > them how to remove the app from their system. Not perfect, but
good.
> > The
> > > > other questions were answered correctly, but overall, in three out
of
> > four
> > > > calls, the noise was substantial.
> > > >
> > > > Score: 22 points
> > > >
> > > > Lost points: Time to Connect and the first question's answer and
> noisy
> > > > calls
> > > >
> > > >
> > > >
> > > > Overall Rankings
> > > >
> > > > 1. Gateway
> > > >
> > > > 2. HP/Compaq
> > > >
> > > > 3. Toshiba
> > > >
> > > > 4. Dell
> > > >
> > > >
> > > >
> > > > Things learned
> > > >
> > > > All Vendors have call centers overseas.
> > > >
> > > > No complaining that the tech support reps were hard to understand.
> > > >
> > > > All Vendors got at least 3 out of 4 right answers.
> > > >
> > > >
> > > >
> > > >
> > >
> > >
> > >
> >
> >
>
>

for the sake of those who can't comprehend the sarcasm, it was a play on the
behavior of the Iraqi information minister these past few months.


sheesh.

"SCW" <> wrote in message
news:FKqdnaAhu54pEKOiU-...
> You obviously are in the tech working field. Do you speak English by any
> chance?
>
>
> "goop" <> wrote in message
> news:C6u%a.170894$ ...
> > You are a troll! There are no problems in tech support! we have
> surrounded
> > all causes of problems and they will be destroyed immediately. Tech
> support
> > is the best run segment of computer companies!
> >
> > I think living in Iraq might be actually a little funny if they actually
> had
> > a tech sector.
> >
> >
> > "SCW" <> wrote in message
> > news:...
> > > Why is someone called a troll on usenet simply because their
expressions
> > > don't represent yours?
> > >
> > > If this was Iraq it would be a pretty boring country.
> > >
> > > I guess I'm a troll now as well, huh? LMAO
> > >
> > > Whatever...
> > >
> > >
> > > "Rocket" <> wrote in message
> > > news:Xdd%a.1231$...
> > > > Thanks Dan!... everyone knows that "Computer Shopper" is the end-all
> > > source
> > > > for technological reference!
> > > >
> > > > Do you imagine yourself as the news anchor for the pc-clone
newsgroups
> > or
> > > do
> > > > you really believe the poor state of Tech Support is some sort of
> > breaking
> > > > news? It's been an off-and-on topic here for the last 2 years that I
> > know
> > > > of. You've not posted here before... so why now if not to stir up
the
> > > > group(s).
> > > >
> > > > Troll!
> > > > --
> > > > Rocket(Fish)
> > > >
> > > >
> > > >
> > > > "Dan Sgambelluri" <> wrote in message
> > > > news:B%c%a.764968$. ca...
> > > > > I did not start this post to start anything bad but for info for
the
> > > > > newsgroup readers regarding tech support.
> > > > >
> > > > >
> > > > >
> > > > > Here is a brief overview of what 3 editors of Computer Shopper
went
> > out
> > > to
> > > > > see who has the best Tech Support of Dell, Gateway, HP/Compaq and
> > > Toshiba.
> > > > > Located on Page 118 of the September Issue.
> > > > >
> > > > >
> > > > >
> > > > > They had 4 questions with each question taking one call.
> > > > >
> > > > >
> > > > >
> > > > > Question 1: I installed a utility and the driver screwed up my
PC,
> > > what
> > > > > should I do?
> > > > >
> > > > > Answer: Immediate answer is to do a system restore for XP
machines
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > Question 2: My PC is running very slow. What should I do?
> > > > >
> > > > > Answers: Include Defrag and adding more memory and others.
> > > > >
> > > > >
> > > > >
> > > > > Question 3: How Do I upgrade new memory on my PC?
> > > > >
> > > > > Answer: It is system specific but it shows how each vendor trains
> its
> > > > tech
> > > > > support people in overall product knowledge.
> > > > >
> > > > >
> > > > >
> > > > > Question 4: My hard drive is making a clattering noise? What
does
> > this
> > > > > mean?
> > > > >
> > > > > Answer: This is a non-specific problem, but they wanted to see
what
> > > steps
> > > > > the vendor would take them through and at what point would advise
> that
> > > the
> > > > > drive may be in a death roll.
> > > > >
> > > > >
> > > > >
> > > > > Each correct answer is worth 5 points, with partial credit given
> each
> > > > case.
> > > > > The vendor that had the fastest time to a live person got another
5
> > > > points,
> > > > > while others got partial points. The highest score possible was
25.
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > Dell
> > > > >
> > > > > Total Time To Connect: 24 minutes and 15 seconds
> > > > >
> > > > > First call took 17 minutes, all other calls around 2 minutes
> > > > >
> > > > > Calls received from Nashville (Longest Wait) to Bangladore, India.
> > > > >
> > > > > They managed to answer the first question without asking it as the
> > > > recording
> > > > > suggested the correct fix while they were on hold. Second
question,
> > > they
> > > > > were directed to unload some items to speed up the system. A good
> > start
> > > > but
> > > > > some items are needed to run automatically at startup. The 2 other
> > > > questions
> > > > > were answered correctly with helpful tips and good advice.
> > > > >
> > > > > Score: 21 points
> > > > >
> > > > > Lost points: Time to Connect and the second question's answer.
> > > > >
> > > > >
> > > > >
> > > > > Gateway
> > > > >
> > > > > Total Time To Connect: 20 seconds
> > > > >
> > > > > Calls received from: 3 out 4 calls stayed in the US, while 1 went
> to
> > > > India.
> > > > >
> > > > > Gateway picked up the phone consistently within 5 seconds after
the
> > > first
> > > > > ring.
> > > > >
> > > > > Tech Support Reps answered all questions correctly. They even
gave
> > them
> > > a
> > > > > phone number with a direct extension for follow up questions.
They
> > used
> > > > > that number for the subsequent questions. They got correct
> answers
> > to
> > > > > each question, as well as more information about previous queries.
> On
> > > the
> > > > > last question, the rep immediately admitted the hard drive was
> > probably
> > > > > expiring and that they should do a back up immediately.
> > > > >
> > > > > Score: 25 points
> > > > >
> > > > > Lost points: None
> > > > >
> > > > >
> > > > >
> > > > > HP/Compaq
> > > > >
> > > > > Total Time To Connect: 3 minutes and 58 seconds
> > > > >
> > > > > Calls received from: All calls to Chennai, in Southern India
> > > > >
> > > > > All reps where business like, and that they were continually
> reminded
> > > that
> > > > > their software warranty had expired and were encouraged to
purchase
> an
> > > > > extension for $59. Despite the hard sell, the tech support reps
> helped
> > > > them
> > > > > out correctly in every instance and during their first call, the
> tech
> > > > > support supervisor joined the call (He was listening) to advise
them
> > to
> > > be
> > > > > wary of third party software because it can damage the system.
> During
> > > the
> > > > > last call, the tech advised them to backup their data and then
> rightly
> > > > > listed numerous steps to take before he would rule out the drive
> > > > defective.
> > > > > He even offered to call them back at a predetermined time.
> > > > >
> > > > > Score: 24 points
> > > > >
> > > > > Lost points: Time to Connect
> > > > >
> > > > >
> > > > >
> > > > > Toshiba
> > > > >
> > > > > Total Time To Connect: 11 minutes
> > > > >
> > > > > Calls received from: Noisy calls from Istanbul, while the quiet
> call
> > > was
> > > > > patched to Toronto
> > > > >
> > > > > First call had considerable amount of background noise made it
> > difficult
> > > > to
> > > > > get the problem across. Once they did, the support tech explained
> > that
> > > > > Toshiba does not support third party software but, nevertheless,
he
> > > showed
> > > > > them how to remove the app from their system. Not perfect, but
> good.
> > > The
> > > > > other questions were answered correctly, but overall, in three out
> of
> > > four
> > > > > calls, the noise was substantial.
> > > > >
> > > > > Score: 22 points
> > > > >
> > > > > Lost points: Time to Connect and the first question's answer and
> > noisy
> > > > > calls
> > > > >
> > > > >
> > > > >
> > > > > Overall Rankings
> > > > >
> > > > > 1. Gateway
> > > > >
> > > > > 2. HP/Compaq
> > > > >
> > > > > 3. Toshiba
> > > > >
> > > > > 4. Dell
> > > > >
> > > > >
> > > > >
> > > > > Things learned
> > > > >
> > > > > All Vendors have call centers overseas.
> > > > >
> > > > > No complaining that the tech support reps were hard to understand.
> > > > >
> > > > > All Vendors got at least 3 out of 4 right answers.
> > > > >
> > > > >
> > > > >
> > > > >
> > > >
> > > >
> > > >
> > >
> > >
> >
> >
>
>