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Computer Shopper Review On Tech Support

 
 
Dan Sgambelluri
Guest
Posts: n/a
 
      08-15-2003, 10:19 PM
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.




 
Reply With Quote
 
 
 
 
Rocket
Guest
Posts: n/a
 
      08-15-2003, 10:45 PM
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" <(E-Mail Removed)> wrote in message
news:B%c%a.764968$(E-Mail Removed). 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.
>
>
>
>




 
Reply With Quote
 
 
 
 
Dan Sgambelluri
Guest
Posts: n/a
 
      08-15-2003, 11:12 PM
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" <(E-Mail Removed)> wrote in message
news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> 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" <(E-Mail Removed)> wrote in message
> news:B%c%a.764968$(E-Mail Removed). 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.
> >
> >
> >
> >

>
>
>



 
Reply With Quote
 
SCW
Guest
Posts: n/a
 
      08-15-2003, 11:17 PM
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" <(E-Mail Removed)> wrote in message
news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> 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" <(E-Mail Removed)> wrote in message
> news:B%c%a.764968$(E-Mail Removed). 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.
> >
> >
> >
> >

>
>
>



 
Reply With Quote
 
Dan Sgambelluri
Guest
Posts: n/a
 
      08-15-2003, 11:35 PM
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" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> 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" <(E-Mail Removed)> wrote in message
> news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> > 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" <(E-Mail Removed)> wrote in message
> > news:B%c%a.764968$(E-Mail Removed). 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.
> > >
> > >
> > >
> > >

> >
> >
> >

>
>



 
Reply With Quote
 
goop
Guest
Posts: n/a
 
      08-16-2003, 05:47 PM
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" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> 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" <(E-Mail Removed)> wrote in message
> news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> > 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" <(E-Mail Removed)> wrote in message
> > news:B%c%a.764968$(E-Mail Removed). 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.
> > >
> > >
> > >
> > >

> >
> >
> >

>
>



 
Reply With Quote
 
SCW
Guest
Posts: n/a
 
      08-16-2003, 08:00 PM
I'm a troll? LMAO You know in my world, a TROLL is an old person...enough
said.


"goop" <(E-Mail Removed)> wrote in message
news:C6u%a.170894$(E-Mail Removed) ...
> 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" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
> > 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" <(E-Mail Removed)> wrote in message
> > news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> > > 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" <(E-Mail Removed)> wrote in message
> > > news:B%c%a.764968$(E-Mail Removed). 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.
> > > >
> > > >
> > > >
> > > >
> > >
> > >
> > >

> >
> >

>
>



 
Reply With Quote
 
goop
Guest
Posts: n/a
 
      08-16-2003, 08:17 PM
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" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> You obviously are in the tech working field. Do you speak English by any
> chance?
>
>
> "goop" <(E-Mail Removed)> wrote in message
> news:C6u%a.170894$(E-Mail Removed) ...
> > 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" <(E-Mail Removed)> wrote in message
> > news:(E-Mail Removed)...
> > > 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" <(E-Mail Removed)> wrote in message
> > > news:Xdd%a.1231$(E-Mail Removed)2.webusenet.com...
> > > > 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" <(E-Mail Removed)> wrote in message
> > > > news:B%c%a.764968$(E-Mail Removed). 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.
> > > > >
> > > > >
> > > > >
> > > > >
> > > >
> > > >
> > > >
> > >
> > >

> >
> >

>
>



 
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