So I called Don's tech support number. The receptionist was friendly enough. I provided some information and briefly described my problem. I received another tech support telephone number and an incident number to use for any calls.
I called and was put on hold. No surprises. I waited, listening to repeated recordings assuring me of the importance of my call. This was around noon and the line was available until midnight. Since I had my referral number, I decided to call again later.
I called again at five on the off-chance I might get through. This time, the receptionist told me the wait was around 45 minutes and suggested I call back around 8pm; I appreciated that information. I did try at eight and the wait was still 45 minutes.
Of course I was annoyed at this point since I had such a simple request. I decided to see if there was a web site available. Indeed there was with a tech support response form that assured prompt reply.
I received an email within an hour. That is indeed prompt. If only the reply had been more useful...
Hi
The computer is out of warranty and we cannot provide support any more.
However you can check our web site www.xxxx.xxx for any information you
wish to download.
Thank You,
Tech Support.
http://xxx.xxx.xx
1-888-xxx-xxxx
or
-----Original Message-----
From: omegam@cmq.com [SMTP:omegam@cmq.com]
Sent: Monday, February 02, 1998 9:51 PM
To: techsupport01xxxxx.xxx
Subject: Technical Support Request Form
Technical Support Request Form
==============================
Submitted by Scott Harney on Mon 02/02/1998
Name: Scott Harney
Email Address: omegam@cmq.com
Work Phone : xxxxxxxxxxxx
Home Phone : xxxxxxxxxxxx
Fax Phone : xxxxxxxxxxxx
Country : U.S.
Customer Status: Customer has contacted technical support before.
Call Number : xxxxxxx
Problem List
============
* Part is missing
Problem Description
===================
Computer purchased a year ago by xxxx xxx for xxxxxxxxxx xxx
xxxxxxxx. Windows 95 Registry is corrupt and no backup exists.
Customer has Windows 95 Companion CD-ROM that came with PC,
but no startup disk with the setup.exe utility needed to re-install
Windows from the CD-ROM. Please contact me at the above numbers. I
tried the 888 number but 45 minutes is the minimum hold time.
------------------ End of Technical Support Request Form --------------
Think the respondant actually read my request beyond the referral number? I don't
So I called again early the next morning and got a body on the phone within 15 minutes. I was again told that the system in question was no longer under warranty. Furthermore, this company didn't actually sell my client the software. I was referred back to the same phone number that had provided me this ``tech support'' number.
So I called the original number again. I explained my problem again, gave my referral number, and told the operator that yes, I had called the ``tech support'' number and they referred me back here. The operator sounded clearly flustered as she put me on hold
This is where I first heard the pleasant Latin music. To be honest though, 30 minutes of it got rather old. Yet again I was made aware of the warranty issue and yet again I was told that this vendor had not supplied the software. I was given still another number.
This one had the same Latin hold music. How interesting. I found 45 minutes of it to be nearly interminable. Finally, someone picked up. He was attentive. He knew I was frustrated but determined to have this simple request fulfilled. Even though the system was out of warranty, he could ship this small item. I genuinely appreciated his help.
Of course, two days later I was not surprised to find he'd shipped the wrong item....