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Tech non-support

I've found that most tech support people are actually good, but they do not tend to actually read the first support request, rather they tend to fire off a canned response.
Case in point- I had a recent problem with my Internet connection, with DNS lookups taking a long time, so I ran a traceroute to my ISP DNS servers and included it in my support request (along with the required OS info).
The answer I got was that I would have to get a Windows computer hooked to my network so I could run a traceroute and send it to them!

Arghhh....

I suppose a lot of it might have to do with a requirement for support folks to deal with a set number of complaints- if they can deal with one by saying "we don't support that OS", then they can add to the numbers with no work.

Posted by: bryantrv   Posted on: 03/28/07 You are currently: a Guest | Members login | Terms of Use

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