Phone or email tech support?

[strollin]

This article: More tech companies say "Don't call us" talks about the current trend by tech companies to handle everything via email or Twitter instead of by phone. Supposedly the "younger generation" prefers internet based communications over using the phone.

My experience with using email to contact a tech company has been spotty at best, especially for Tech Support. I've sent detailed email messages asking a technical question, then waited several days to get back a response that made it quite evident that the responder was either a robot or had severe reading comprehension problems since the answer didn't address the question at all. It often takes a week or so of emailing back-and-forth before I get anywhere close to an answer to my question.

I'd much rather talk to a person over the phone so that I can reiterate or explain the issue in more detail to ensure that my issue is understood and correctly addressed. I also want the issue addressed in a timely manner, don't really want it to take several days.

What do others think? Do you prefer internet based communication or would you rather pick up the phone?

[mbossman2]

moved as not really a watering hole type topic

[quartet-man]

I prefer email for certain things as one can send it when they have time, the person can respond when they have time (say they were gone) and you can get down all the info you need and they have it there if they need to refer to it. However, it depends on the efficiency of the responder and the time they are online.

As far as support, I usually want an answer pretty quickly, so any delay can be too long. That coupled with their not responding or taking too long makes me not want to use it. I actually got a little snippy with a software company because I went through their preferred way of contact which was supposed to get me the most efficient help. I had a simple question in regards to what they and the secretary had done. They didn't reply the entire day, so I sent a reply directly to the person who had helped her (which they said not to do). I said something to the effect that I knew I wasn't supposed to contact that way, but I didn't see how it could cause any more lack of efficiency in comparison to the lack I had had doing it their preferred way.

[Force Flow]

I've had mixed experience with smaller companies that offer email support only. Some answer in a timely manner, some not, and still some don't answer at all.

I don't usually have a problem with emailing larger companies.

Typically, for a complicated problem, I will send an email because then the email tends to get routed to the person best able to help (rather than getting a technician at random on the phone and me having to explain the issue 5 or 6 times as I get passed around to different techs). After I get a response from the email, then it sometimes moves to a phone call.

[glc]

What about live chat?

[Nuclear Krusader]

Both suck. Live chat is indeed faster, but my experience with it has been 50% success.

[flanzig1]

I've gotten to a point were I prefer live chat over voice for several reasons. First, I can understand written english better than some of the accents of the people that man tech support centers of some companies. Second: many places were my customers have their equipment are in cell phone purgatory. And I gotten faster solution to my problem via live chat over voice mainly I can bypass their tech support scripts easier with live chat.

[HAL9000]

It really depends on the company, the policies, the staffing levels, and the rep.

E-mail: I have had awesome e-mail tech support that was answered in minutes, I've had mediocre support that was withing a few hours to a day, I've had total crap support that has been anywhere from a few hours to a few weeks for reply.

Phone: I've heard the horrors of Dell, but have had nothing but excellent experiences.. reps that not only handled the situation effectively and at a reasonable pace, but called me back on the day the repair parts were to arrive to ask if I needed any assistance with the installation and setup... then dealing with Netgear, after 2 hours total time of waiting on a phone only to be told that first I need to register online for the particular product for an RMA for which they would not hold the line for two minutes while I did so, then call back, two hours on the phone for the guy to do his own diagnosis of the problem to which he was cluelss about (I told him I tested the power adapter and it was dead, but he still wanted me to do things like a router reset, attempt to go into router settings, etc... all hard to do with a dead power supply)... then to finally get a RMA number for a product that not only did I have to pay shipping there, I had to pay return shipping as well. Lets do the math on that one... I was getting $12 per hour times 4 hours, $48, +12 shipping there, they billed $15 back.. $75 to warranty a router that was $30 our cost... I started throwing them in the garbage and giving customers new ones... cheaper and faster.

[Xayd]

Fwiw i recently had good luck with Intel.

Called to ask if port multiplier worked on the esata port on a mobo, not something everyone would know. Dude who answered knew exactly what it was, gave the answer and how to discern yes/no on all Intel mobos by chipset.

Can't complain with that.

[MaxRat]

Originally Posted by Xayd Fwiw i recently had good luck with Intel. Called to ask if port multiplier worked on the esata port on a mobo, not something everyone would know. Dude who answered knew exactly what it was, gave the answer and how to discern yes/no on all Intel mobos by chipset. Can't complain with that.

Thats a good one to know... I wondered myself if in fact a PM would works on the boards onboard ESATA... have yet to try it but it would be handy to know...


As far as tech support I have done most all mine via Email... whether the links listed or Direct Rep email...

I've had the best luck with Asus as far as a great turnout with support... phone calls not so much.

MSI email support was good and the rep was even better although he did whine a bit when asked about a review response made on a board I had that was reviewed by another site i belong...

Phone call to Biostar was great as I needed an I/O plate and it was sent that day... Emailed for a BIOS chip question and never got a response even after 5 sent emails.... gave up and still need a chip...

Phone call to ECS went okay but had to pay for a missing I/O plate....

BFG had the best ever support...hated to see them go under...

Abit was great too.....

[acr98disc]

Originally Posted by strollin This article: [URL="http://www.mercurynews.com/business/ci_21120588/more-tech-companies-say-dont-call-us?source=rss"] What do others think? Do you prefer internet based communication or would you rather pick up the phone?

Phone definitely sucks mainly because of connection quality.
Especially if you get an indian guy or such who barely speaks English, and even if they do, you still either can't hear them or they dropping out.

I prefer live chat or e-mail if that's the only option. Using it you can attach screenshots and/or pics to support your question/problem.

[EzyStvy]

I do tech support for a living. I probably get more requests for support via email. Depending on the issue and the person asking for help determines how I reply.

Very seldom do I get all the info I need when an email comes in. If I'm real busy, I'll email back asking for additional info. If I'm not really busy, I'll call em back and nip the situation in the bud.

What's really funny is that if I wait an hour or more to reply back - the client often times will actually look for a solution and or figure it out themselves... Course they never write back and say they figured it out

I generally will email companies for support. That works real well with Dell in that it takes the language barrier out of the equation. The "automated" replies that aren't even close are a pain in the buns.

[acr98disc]

Originally Posted by EzyStvy Very seldom do I get all the info I need when an email comes in.

I hear you there...
People just assume if they ask a general question about anything GENERALLY, without any specifics, type of equipment, etc...you already supposed to know what the problem is!
And yes, you supposed to know what exactly they are really using based on their stinking e-mail.

[glc]

People just assume if they ask a general question about anything GENERALLY, without any specifics, type of equipment, etc...you already supposed to know what the problem is!

That's just like the forums!

[acr98disc]

Originally Posted by glc That's just like the forums!

People don't change regardless of the type of communication