The Tech Support Run Around
from the sounds-veeeeeeery-familiar dept
We’ve all experienced the same thing, but Charles Cooper has written yet another column about a dreadful customer support experience, starting with a two hour wait time on hold, before being told that it would cost $70 to have a tech support person help him fix his problem. What’s most ridiculous about this is that he was having trouble installing a Symantec product designed to make his computer secure… and the reason he was having trouble installing it was because there was some kind of Trojan already on the machine. So, you have a situation where he paid $70 for a product to protect his computer from bad things, but it won’t install because the bad thing it’s supposed to protect you from is already there. On top of that, Symantec wants you to pay the entire price of the software to help you figure out why they couldn’t make their own software work properly. The worst part, of course, is that almost everyone has similar stories — they just don’t get to write about it on a technology news site that’s likely to get a quick response from the company.