One of the most common things I hear about a computer company is the fact that their tech support sucks. The main reason for this is the fact that most support is outsourced and the techs are not understandable. On top of that these people are not good techs, but read prompts on a screen. When you tell them exactly what you have done before they do not skip these prompts, but continue to ask you question after stupid question.
What it all comes down to is money. A good tech is not cheap,
they want to make decent money and if they can’t they will move to
something else. It is very hard to keep someone on tech support when
they can have more fun and make more money doing something else. Most
companies outsource their tech support to India to save even more
money. They can pay a fourth of the price or less and still provide
support to the users.
There are very few companies that still
have support that is in the United States. Two examples of companies
that still have tech support locally are godaddy and Sun Microsystems.
These are a small percent of the companies out there today who do not
outsource their support. When a company’s only objective at the end of
the day is to earn money outsourcing is the way to go. They forget that
the customers will follow the company that does not out source their
support because dealing with someone with an accent that is almost
impossible to understand is a hassle.
Most people who are calling
tech support are already in a bad mood as something is not working. It
is just more aggravating to have someone that you can not understand on
the other end of the line. This causes the customer to not want to use
that product any longer and look for something else. The issue with
this is that almost all companies outsource. So, the customer is the
one losing out.
