Tuesday, September 28, 2010

Tech Support -- A Love Story

A user at one of our clients called HP's printer tech support last week because a roller in her printer wasn't working.  The technician did some diagnostics and quickly determined the problem was her computer, and after a few "fixes" determined it had viruses and she needed to buy a product they sell.  The result was that she had a totally unusable computer-- and a printer whose paper feed roller still didn't work.

We had to re-image the computer to make it useful again, and HP still had to replace the printer's roller.

Tech support is definitely the worst part of the computer user's experience.  Most who answer the tech support line do their best; but support person and user lack of knowledge, conversation trees, and knowledge bases often exasperate people and can even lead to incorrect conclusions!  There's no easy answer to the problem, but it is a problem.

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