Tech Support Call Duration

February 24, 2010 at 18:53:32
Specs: Microsoft Windows 7 Ultimate, 1.809 GHz / 1534 MB
I hardly utilize tech support services in general with electronic devices & I totally loathe PC tech support calls because of the rigmarole that is to be expected whenever these calls are placed.

Case in point:

I have two similar Compaq notebooks with identical AC adapters. The adapter on one of the units died & I needed a replacement since the machines are under warranty. The good adapter works & charges either machines when plugged in. The defective one does not do squat when plugged into either one.

I just got off the phone with HP support after a call that literally lasted a tad over an hour. It must be a really slow day & the folks over at that HP call center must not have had much to do, but I think it bordered on sheer incompetence & mindless waste of resource capital for HP to have kept me -- or any other caller with a similar issue -- on the phone for over an hour for an AC adapter & F3 tile replacement.

Out of the hour plus that I was on the phone, I think I was actually speaking with the level 1 rep for a total of 15 minutes & the level 2 that he transferred me to for about 5 minutes: that's 20 minutes altogether ... no kidding. The other 40 minutes comprised of me being placed on hold back & forth while the issue was being "researched."

After the usual unplug, plug instructions & responding to inquiries about the OS that was running on the (Vista) machine, as well as Windows 7 & extended warranty up-sell, I couldn't take it anymore & flat-out asked the rep when to expect the adapter. I just about lost it when he said he was going to send me a prepaid box to send the notebook in for service so they can replace the adapter & the F3 key tile & conduct extended diagnostics.

No way am I going to send the machine in for service & be without it for weeks for issues as trivial as I reported. They even asked me to backup my data, just in case, they end up reformatting the machine.

IMHO, they could have saved themselves & I, a boatload of hassles & resources by just sending the adapter & the darn F3 tile by standard or priority mail.

Am I just out of touch with the tech support SOP in disagreeing with these folks? This is ridiculous!

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#1
February 25, 2010 at 08:09:41
I have two similar Compaq...

Say no more! I've 'been there done that' (I have my CompaqAPS certification and have worked on quite a few Compaq's so believe me when I say, "I feel your pain"

I just got off the phone with HP support after a call that literally lasted a tad over an hour. It must be a really slow day & the folks over at that HP call center must not have had much to do, but I think it bordered on sheer incompetence & mindless waste of resource capital for HP to have kept me -- or any other caller with a similar issue -- on the phone for over an hour for an AC adapter & F3 tile replacement.

I also have certification on multiple HP Laserjet printers and have spent many an hour fixing them. I've also spent many an hour in exactly the same situation as you just experienced.

Here's on thing I learned should you ever find yourself calling them again. When you finally get to talk to the level 1 support, immediately ask them for their Second Level support.

Level 1 is just some schmuck sitting at a computer reading from a Q and A database who likely has no training or qualifications of any kind other than being able to type 50+ words a minute.

Level 2 support is normally people who actually have training and experience working on whichever platform you're calling about.

IMHO, they could have saved themselves & I, a boatload of hassles & resources by just sending the adapter & the darn F3 tile by standard or priority mail.

Indeed they could have and the level 2 support guy should have been a little more on the ball. I've had similar situations and when I got the level 2 guy and told him to just send me the adapter, they did. But, again, I'm a certified technician so they pretty much had no choice but to listen.

You didn't say if they're sending you the adapter or not. If not, there are many many places you can buy a 3'd party adapter. Find one, take your broken adapter in and you'll be walking out with a replacement in minutes.

Am I just out of touch with the tech support SOP in disagreeing with these folks? This is ridiculous!

Sadly this is typical for HP/Compaq and many others....if not all of them.


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#2
February 25, 2010 at 08:49:08
Curt R,

I was adamant about not sending the machine in when I got off the phone last night.

I'm thinking I should call them again later today & request a level 2 tech & pretty much ask him to send me an adapter or get me someone higher up & I'll post back on the situation.

I'm just miffed at the level of inefficiency on displayed by these folks. Calls like that should not last more than a few minutes, at most.

Windows 7 News!


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#3
February 25, 2010 at 10:28:42
I'm just miffed at the level of inefficiency on displayed by these folks. Calls like that should not last more than a few minutes, at most.

I couldn't agree more! Especially in this particular case. You don't have to be a rocket scientist, or a computer nerd, to diagnose the problem.

Make sure you explain that you have two laptops that use the exact same AC adapter and that one doesn't work on either laptop while the other one works on both. A problem can't get much easier to diagnose than that.

It might just make a difference, especially if you can get to talk to someone higher up in the company than the first helpdesk person you speak with.

Good luck........and I mean that!


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Related Solutions

#4
February 25, 2010 at 14:01:14
I appreciate Hp phone techs, cause they will stick w/you until a problem is solved. I bought an Hp printer from Staples and had to call Hp tech support because of a problem. They went out of their way to resolve my problem. On another time, I had a Hp printer defect...they asked me to send it back for repair or replacement. I said "no thanx". I went in to Staples next day & picked up a replacement.

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#5
February 26, 2010 at 10:54:25
... you've got to give some of the "techies" credit you might of seen this post Dell tech audio (...errr quite rude)


.

... Posting is provided "AS IS" with no warranties
http://img36.imageshack.us/img36/62...
Grrrr... ...im


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#6
February 26, 2010 at 16:28:19
I got through to someone there yesterday & they are sending me the transformer half of the power adapter: according to them, that's the usual culprit. Out of curiosity, I asked why they couldn't simply send the whole adapter including the AC cord. They said if I still need that part after getting the transformer half, they'll send me one separately.

With the recession, I guess they are also trying to save money by any means necessary.

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#7
February 27, 2010 at 05:42:48
That's good news Sabertooth!

It's just too bad they couldn't have done that on the first call.

The tech is right.....it's rare the actual electrical cord that goes from wall socket to the brick is bad. If you have an ohm metre you could test it yourself and be sure...but I'd bet the brick will be the problem.


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#8
February 27, 2010 at 18:55:56
Curt R,

The component came in today & the machine is back up & running. Escalating the call eventually paid off.

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#9
February 28, 2010 at 00:26:09
I worked in a call center like that for a cell phone company for a while and it was just that sort of thing that convinced me to quit. I was under the misguided assumption that my first priority was to keep the customer happy. When a customer calls with an issue I am educated on (for the lack of a better term) I give that person the answer they need and the call is over in less than three minutes. As I am leaving for lunch I get called on the carpet because I did not follow the Q & A to solve the issue I just solved it. Okay......... what did I do wrong? I have a person call in with a warrenty issue, as a level 1 csr I can not handle warrenty issues they must be escallated to level 2. Actually level 2 is to diagnose the issue and pass on to the warrenty service department. So the customer has to speak to 3 different people to get their phone warrentied? Ok so I transfer to level 2 and I am done and move on to next call. 10 minutes later I am pulled off the phone for a chat in the office about policy. Aparently I again did not go through the Q & A to show that I was not educated enough to solve the problem? Everyone I know told me I would not be able to handle dealing with the customers, I am NOT a people person, but the customers were easy eevn the angry ones. It was lousy company policy and poor equipment that I had a problem with. Heck it could take over 10 minutes just to log into the system let alone actually pull up the sites and go through the bloomin q & a. When I did manage to get through the Q & A crap and solve the customers issues, the customer is happy, I again get called to the office. Now I am spending too much time on a single call!!!!
UUUUGGGGGHHHHHHHHH!!!!!!!!

My last day, yeah I knew I was leaving, I answered 117 calls. Each caller that I had with an issue I suggested they turn their phone off for about 10 minutes and then turn it back on and call us back. At least I didn't spend to much time on each call!!!!!!

Likely


I want to go like my grandfather did. Peacefully in his sleep. Not screaming at the top of my lungs like the passengers in his car.

(\__/)
(='.'=)
(")_(")


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#10
February 28, 2010 at 00:36:40
...and probably fixed half of those.

Skip


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#11
February 28, 2010 at 08:46:14
"Each caller that I had with an issue I suggested they turn their phone off for about 10 minutes and then turn it back on and call us back. At least I didn't spend to much time on each call!!!!!!"

Reads like something from The Pointy-Haired Boss' handbook ;-)

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#12
March 1, 2010 at 03:04:04
Lmao In the late 90's a friend had a job at one of those tech support hotlines. He told me that they had a set list they had to use regardless of the issue. First thing on the list was to tell the caller to hit ctrl,alt, delete twice and let them know what happened. He said he had to tell people that even if the computer would not power on he had to go through this step. Who thinks up this stuff? The same trained monkeys we chased Sputnik with?

Likely


I want to go like my grandfather did. Peacefully in his sleep. Not screaming at the top of my lungs like the passengers in his car.

(\__/)
(='.'=)
(")_(")


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