The Computer Buzz
||January 10th, 2008|
Nome and Paul Van Middlesworth - owners - The Computer Factory
The Death of Tech Support
Each day we hear more horror stories about the lack of customer service and technical support from Dell, Compaq, HP, Gateway, and E-Machines owners. As computer prices have fallen, so have the levels of customer support services offered by these PC companies.
Most of us depend on PCs more than we realize. Itineraries, schedules, school and work documents, banking, legal documents, genealogy, business transactions, tax records and personal data are often accessible only through our PCs. School work, research, personal and business communications depend on access to the Internet. Like it or not, when our computer goes down, we feel it.
When your PC is down you need it fixed. You can't just send it in and use a loaner. Your stuff is on your computer and no other PC will do. This is a real problem if your PC is a Dell, Compaq, HP, Gateway, or E-Machine.
Your call to customer service is answered by an English speaking person with a strange accent and an Anglo name like "Suzy." She is in India but won't admit it. Tech service by phone is not easy under any circumstance. Add the language and cultural barriers involved in Asian based phone tech service and communication can be irritating if not downright farcical. You are bounced back and forth between "technicians" for an hour or two. After erasing and reformatting your hard drive "Tex" grants you permission to ship your sick PC somewhere for repair. You'll get it back in a week or two.
The major PC makers have been outsourcing manufacturing, assembly, distribution, and tech support jobs from the USA to developing nations where the labor cost are a fraction of America's minimum wage. Even this offshore telephone customer technical support is becoming more difficult to access as PC sellers cut costs by forcing users to access tech support via E-Mail.
While the basic computer hardware is more reliable than ever, PCs have become platforms for an endless array of functions. Ensuing hardware and software interface compatibility plus the nightmares created by hackers, viruses, worms, trojans, spyware, hijackers, pop-ups, and other disruptive malware, mean that users today need more help than ever. The major computer manufacturers are understandably reluctant to get involved with user "self inflicted" problems. Their typical response is to tell you to back up your data and reformat your hard drive. It's the easy way out for them, but a royal pain for you.
This tech support meltdown has been a boon to small local computer makers like The Computer Factory as home and small business users opt for hands on local service, warranty and tech support.
Your local computer integrator can build a custom notebook or desktop system to your specifications that will exceed in performance, quality, value and reliability products from Dell, HP etc. It's an attractive option.