Does calling the Help Desk really help?

Do you ever get the feeling that the personal at the other end of the call to the help desk is spinning this sort of wheel? Rarely have I found a lot of help from these folks. Yet on the other side of the phone you have people that are saying some of the strangest things like: "You mean I have to have the modem plugged into the wall?"
Do you have any stories to share about calls to technical support lines?
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1 comment:

  1. Mike aka MonolithTMAJune 10, 2011 at 11:36:00 AM CDT

    Just last week I called Time-Warner and the guy kept asking me if the cable modem reset itself, I kept telling him I unplugged it and plugged it back in, and he kept repeating his question. I'm pretty sure English was a second language for him.

    He did finally fix my problem by doing a reset remotely that must have done more than my power-cycling.

    One time I was on hold so long that I memorized the long instrumental piece of music they kept looping, and hummed it to the guy when he answered. He laughed.

    One thing I've learned to do is run down their check list before they even get to it. I list what I've done, and sometimes they send me directly to level 2 support.

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