Comments on: Good support is in the timing and quality, not the medium http://www.psychocats.net/ubuntucat/good-support-is-in-the-timing-and-quality-not-the-medium/ Random musings from the radical feminist Christian antiracist left - some having to do with Ubuntu Mon, 26 Jul 2010 06:47:07 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Samhain13 http://www.psychocats.net/ubuntucat/good-support-is-in-the-timing-and-quality-not-the-medium/comment-page-1/#comment-7490 Samhain13 Wed, 13 Jan 2010 03:16:33 +0000 http://www.psychocats.net/ubuntucat/?p=1810#comment-7490 I have to say that I myself prefer "written support" as well because it gives you something to go back to. When I changed web hosts last year, the current host's support guy was able to walk me though a lot of stuff over Yahoo Messenger. And I always had the chance to review the steps that I need to take before actually doing anything. I imagine that saved me from a lot of trouble. The company has over-the-phone support too but that would have been costly as there would have been long-distance charges applied. I have to say that I myself prefer “written support” as well because it gives you something to go back to.

When I changed web hosts last year, the current host’s support guy was able to walk me though a lot of stuff over Yahoo Messenger. And I always had the chance to review the steps that I need to take before actually doing anything. I imagine that saved me from a lot of trouble.

The company has over-the-phone support too but that would have been costly as there would have been long-distance charges applied.

]]> By: Ted http://www.psychocats.net/ubuntucat/good-support-is-in-the-timing-and-quality-not-the-medium/comment-page-1/#comment-7487 Ted Tue, 12 Jan 2010 19:45:43 +0000 http://www.psychocats.net/ubuntucat/?p=1810#comment-7487 Agreed! I'd much rather have to explain a problem to a tech support person in an email, where I have the time & ability to (literally) spell the problem out and add supporting information. And I know that he isn't depending on *his* memory of what was said -- It's right there in black & white. And should I be so arrogant as to think that the tech support person can come up with the solution "off the top of his head" while we're on the phone? If it were that easy, then I'd probably be able to figure it out myself, too. Sometimes the tech support person needs to go research the problem... then get back to me with a well-thought-out solution. I'd also like to receive instructions to "make it right" in an email, which I can refer to -- especially when I need to "try it again", or I need a file I'm missing, or the steps are lengthy or complicated. Maybe you can get patronized in an email, but at least you have further access to the person in that case! Agreed! I’d much rather have to explain a problem to a tech support person in an email, where I have the time & ability to (literally) spell the problem out and add supporting information. And I know that he isn’t depending on *his* memory of what was said — It’s right there in black & white.

And should I be so arrogant as to think that the tech support person can come up with the solution “off the top of his head” while we’re on the phone? If it were that easy, then I’d probably be able to figure it out myself, too. Sometimes the tech support person needs to go research the problem… then get back to me with a well-thought-out solution.

I’d also like to receive instructions to “make it right” in an email, which I can refer to — especially when I need to “try it again”, or I need a file I’m missing, or the steps are lengthy or complicated.

Maybe you can get patronized in an email, but at least you have further access to the person in that case!

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