We hear lots of amusing stories about clueless users from the Support Technician's POV. But just as often the guy hasn't listened or read the user's question in the first place.
Latest example: We got a new fridge, and the manual said the three main shelves could be moved up or down. But we found the top one was a different configuration to the others (it had a suspended drawer) and didn't want to shift. I didn't want to force it for fear of damage (these things are more fragile than the fridges of yesteryear).
So I contacted Westinghouse support, and carefully describe the problem, and what the manual said, and asked if there was a trick to freeing the shelf.
The response was fairly quick, I'll give them that, but it included just an almost unreadable poor quality scan of what appeared to be a faxed copy of the manual for the fridge! The original PDF of which is available on their website!!!
I'm not sure what's the worst part of this. That they obviously didn't read the query (I referenced the very manual they sent me), or that they don't even seem to know where to get the manuals from their own site. The scan was larger as an attachment than the original PDF, and made my eyes hurt to try and read (besides being rotated 90 degrees in the pdf). Clueless!
On a related note, I got in touch with Blizzard support for an issue with a game. A tech named PatrickA seemed to have some idea what he was doing, and started helping me with the problem. The just as he promised a resolution, he stopped communicating and I never heard from him again. No reply to follow up emails over the next 3 weeks. Dunno if he's gone on leave or died or what.
Wednesday, June 15, 2011
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