My column today on the high-tech industry's business model -- sell consumers stuff, but make it as difficult as possible to get help when it's broken -- got a huge response from readers. This is a much bigger concern that I thought when I had problems with non-functioning Norton Anti-Virus softrware. (Funny, the link to my credit card to keep the subscription current always seems to work).
Emails about similar concerns are pouring into my inbox. Here is part of my column on the high-tech industry's lack of customer service:
You've got to hand it to Microsoft, Hewlett-Packard, Symantec and the other high-tech companies for how they have trained their customers to beg for service when their products break down.It's a business model that says, "You can stick your customer service right up your anti-virus. We didn't get rich by having to talk to our customers in person. Wait on the phone and someone will get to you when we darned well please."
I understand that computer nerds don't like to deal with people in the real world, but when did American consumers decide they're fine with having virtual customer service when their computers don't work? If we got that kind of treatment after buying a washing machine or a refrigerator, we wouldn't stand for it.
But we've become sheep in the electronic world, allowing the high-tech industry to sell us expensive gadgets and then accepting their refusal to give reasonable technical support when there are problems.
If I buy something that doesn't work I will find a way to make them take it back or fix it. They are outdated before you leave the store, and thankfully I don't need a computer to function in everyday life but I would miss blogging.
Tell me about it Jim,
You have to have a couple of hours free to get through to someone human who can actually answer your question.
One thing that helps cut through the dummies:
Ask if they are recording this call. Tell them if not I want you to start recording now.
That usually bumps you to a supervisor right away. IF they don't, tell them you need to speak to a supervisor now.
Tell the supervisor you want to speak with someone who can actually answer your question.
Yes, we have had 2 defective Xboxes already and they have both been fixed for FREE even if not still under warranty.
Somehow they always need service immediately after the warranty expires!
is this not the model for politics as well? once elected, the service just falls short of the promises.