Say it loud
13:09 Thursday 16 Aug 07
Dear Hewlett Packard,
Where you choose to locate your support centres is entirely up to you but at least make sure the phones lines are crystal clear and that the people blindly following the yes/no flowcharts speak into the microphone properly. It’s one thing trying to understand the accent of someone for who english is a second language and the difficulties of this are compounded by the quietness of the person speaking.
Tell them to speak up. Turn the volume up. Either would be nice.
Also, when someone phones and says all the drivers are up to date, that your own diagnostics indicate a fault, that the bios is up to date and that the add / remove hardware has also been tried just send that already annoyed person to repair. Making them jump through all your flowchart hoops is annoying.
1
Alas most call centres seem to presume that the agents taking the calls have no intelligence whatsoever. There is no “send to repair” option UNTIL you’ve gone through all THEIR hoops.
13:36 Thursday 16 Aug 07
2
I have to deal with this on a weekly basis, HP and Dell are exactly the same ’script monkies’
The way we get round it is to say that we have exactly the same piece of equipment in the same room, we’ve tried it and it works fine, so it shows it’s the other piece that’s faulty.
Some HP printers require a button to be pressed 15 times, the HP tech person says you have to phone back once it’s been done
In other words, they haven’t a clue, press that loads of times and when you phone back you will get someone else.
20:56 Thursday 16 Aug 07