With offshoring, it's going to get even worse. The technical support is horrible. The techs ask you the same questions over and over and over and over.
10 replies (most recent on top)
@nz Well, yes, going off script is discouraged. Rather than blaming the workers who probably know more than they're allowed to let on, these problems again lead back to the ever-full well of things that are management's fault.
@OP Hah, when I used to work at USB I couldn't believe how the Tech Support people would literally ask the same question over and over. I would inform them of my situation and say something like "I was doing this and I got an error. I tried to fix it by doing X, Y and Z and it hasn't helped." And their response would literally be "Have you tried doing X, Y, and Z?" Like they had ZERO ability to do anything other than walk through a script t solve the issue. Top line cost cutting, without ever acknowledging the soft costs of offshoring. Typical.
I believe the sh---y off shore support is by design. They want employees to use more self-service options to figure out the problems because it is cheaper.
I don't know where you've been working, but IT desk support has been samosa stuffing for years.
Mac support is really good. Sharp folks with prompt responses. I hope they don't get rid of them.
I’ve been only using ChatwithIT for years now. It’s the only way I will talk to them or I go to the Tech Center. It’s harder to understand the person than the issue.
I had the worst experience with an IT person. He did not understand English well and gave me really bad instructions that made things worse
I hung up on one tech in the past as they didn't understand English well at all. I called back in and got a tech that did a bit better!
OP did you reboot your router? Then reboot your device?
What do mean with offshoring? Our frontline support has been offshored for YEARS.