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Wednesday, July 27, 2011

Punching Box called "Tech Support"

Have been working for a while now in Tech Support .. Our job is provide technical solutions to customers about there electronic devices ( in my case its Desktop PC ) .. Sounds good , right ? .. Hold on !! I give u a scenario read it .. Tring Tring .. here comes the call ..
Tech Agent : Thank you for calling xyz .. May i have your first and last name please ?
Customer : Hey my name is Adam .. I just have a quick question .. !!
Tech Agent : I will try level best to answer all your questions , however i need to register ur name and product under our database ..
Customer : ok ..  ( customer answers  in a annoyed voice   , as he has already spent more than 30 minutes on IVR before reaching the Tech Support )

After  registering the name , phone no , email address as well as unit information which takes a another good 10 minutes depending on customer's agility , we are ready for customer's quick question !!

Customer : I just wanted to know why i am not able to get internet in my computer ? This is so frustating i just brought a brand new computer just 1 hour ago from ZzZz Store , why it shows "no connection available" ?? I am using a wireless internet connection which i had never any problem with my previous zyx computer !! Please help !

Tech Agent fears the "Inevitable" .. Tech Agent checks the product specification and finds there is no wireless card on the computer ..



Tech Agent : Well Adam your computer doesn't support wireless internet connection as it doesn't have a wireless card , however your can get wireless internet connection on your computer by buying a wireless mini card or a wireless network adapter which will give your high speed broadband internet connection on your computer ..

Customer is shocked and doesn't know what to say !!

Customer:  Are u freaking serious dude ? I just spend $600 for this computer and u say i gotta spend more money in it ?

Tech Agent : In that case i would suggest u to go ahead and create a wired internet connection on your computer for which u don't have to spend a single cent and i would help you with creating the new internet connection ..

Customer: Its ok dude , thanks for wasting my time and letting me know that i just bought a piece of junk !! I will never buy a xyz computer again and i will make sure nobody around me buys your product !! Thank You !!
Original caller hung up !!

The Tech Agent tries to callback Customer but as usual reaches voicemail as most use call blockers to avoid sales call nowadays .. With No Solution the case is closed and a survey is shot in the name of Tech Agent .. Customer gets the email and gets pissed off , writes almost everything which could humiliate xyz company and gives a rating of "Zero" , which means customer is higly dissatisfied with the customer care service .. !! This kind of survey hits the Tech Agent's career growth severly !! Tell me something is it Tech Support's fault for not having a wireless card on customer's computer ?? Why should Tech Support suffer ?? The retail stores who sell things why don't even bother to ask the customers such basic question ??  I hope this questions get answered by such XYZ company soon !!

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