A TV station in Vegas has this report on Surviving Lousy Tech Support. Much of it is inspired by a recent Consumer Reports study… it seems that with the exception of Apple (which is interesting), tech support as provided by the manufacturer is rated as decidedly sub par.
One interesting tidbit:
Consumer Reports says independent tech services were far more effective at solving problems. In fact, 90-percent of the people who turned to an outside support system after tech support failed them, said they got their problem solved.
What? Do you mean that independent support professionals, whose very bread-and-butter depends on their reputation and word-of-mouth referrals, do a better job than the in-house tech departments who are just providing obligatory free support now that you’ve bought their computer?
Say it’s not so! ;-)
