And Listen!
Speaking English and Listening to the Customer are my two biggest problems with Support. I once called Support and told them up-front, that I had a Windows driver problem. They made me go through useless steps and waste over two hours. One tech couldn't figure it out and just hung up. When I called back, I had to start at the beginning all over again. I hung up after being constantly put on hold. The 3rd time I called, when they answered I told them, 'I have a Windows driver problem and I'm not going to go through all of this again. He listened and had me fixed up in minutes. The trouble is - it took over 2 hours on a problem that could have been fixed in minutes had they 1) been educated on the item they were giving support on and 2) listened to what the customer was saying. The real problem lies in the fact that most Tech Support is contracted out and they know nothing about the product. They read from a script and use the ' If this -then this' method of trouble-shooting. Like the guy that hung-up on me, he ran out of script and my problem wasn't fixed, so he passed it on to someone else by making me call back. I know that profits are low on a lot of electronic items - but when you pay $1000+ on something, we, the consumer, want educated help when a problem arises.
