Computer Shopper Review On Tech Support

Discussion in 'Dell' started by Dan Sgambelluri, Aug 15, 2003.

  1. 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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  2. Rocket

    Rocket Guest

    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$...
    > 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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  3. 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$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" <> wrote in message
    > news:B%c%a.764968$...
    > > 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.
    > >
    > >
    > >
    > >

    >
    >
    >
     
  4. SCW

    SCW Guest

    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$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" <> wrote in message
    > news:B%c%a.764968$...
    > > 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.
    > >
    > >
    > >
    > >

    >
    >
    >
     
  5. 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$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" <> wrote in message
    > > news:B%c%a.764968$...
    > > > 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.
    > > >
    > > >
    > > >
    > > >

    > >
    > >
    > >

    >
    >
     
  6. goop

    goop Guest

    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$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" <> wrote in message
    > > news:B%c%a.764968$...
    > > > 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.
    > > >
    > > >
    > > >
    > > >

    > >
    > >
    > >

    >
    >
     
  7. SCW

    SCW Guest

    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$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" <> wrote in message
    > > > news:B%c%a.764968$...
    > > > > 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.
    > > > >
    > > > >
    > > > >
    > > > >
    > > >
    > > >
    > > >

    > >
    > >

    >
    >
     
  8. goop

    goop Guest

    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:...
    > 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$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" <> wrote in message
    > > > > news:B%c%a.764968$...
    > > > > > 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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