Closing time at the Tech Support Center!
Jan 09 '00
This review does not have anything to do with the products produced or distributed by Creative Labs, but I do have some information about the Tech Support Center which should pose an interesting discussion.
This past week, my fiance and I were unable to get connected to the Internet. Not being able to understand why, my fiance instructed me to call Creative Labs Tech Support during the day while he was at work. First of all, I'd like to mention that there is NO toll free number to dial when contacting Creative Labs' Tech Support (which personally, I feel is absurd). With that in mind, I contacted the support center anyway. Upon reaching a support rep. (about 10 min after I dialed the phone number - not due to a wait, but because of the electronic menus)I felt relieved believing that something would finally be done about this dilemma. Unfortunately, I could tell after 5 minutes of talking to the rep that this was a very unique problem, (in other words, one that did not have a solution)and then the rep had me reboot my computer about (no exaggeration, I promise) 15-20 times. Remember what I said about the NO TOLL FREE number? Well, this phone call took about 45 minutes to complete, and the ending was still not a complimenting one. Understand, I do NOT blame the rep for not knowing the answer, or for the problem, but I do blame him for leading me on (for 45 min, on a long distance call)when he didn't really have a CLUE as to what to do next.
That isn't all folks!
That evening, since we still couldn't get anything to work right, my fiance called the support center again. This happened to be at about 9:00pm their time, and once again, they gave him the run around for an HOUR. At the end of that hour, the rep stated to my fiance that it was closing time, he couldn't figure out what to do, and to call back another time.
My rage: 1. If you don't know the answer to something, instead of wasting someone's time and money on giving them the run around, let them know that you don't have a solution, and get back to them! Don't make them pay an hour and forty-five minute long distance phone call, just to get NOWHERE!
2. Be tactful with your closure. Don't tell me (or anyone else) that its closing time, and you want to go home and get something to eat, and you're sorry you held me up on the phone for an hour just to tell me to call back another time.
For those of you who are interested:
We did figure out the problem (obviously), and thankfully we are back on-line. I will not rule out Creative Labs if I buy another hardware product, but only when I have relative confidence that no tech support will be required.
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Epinions.com ID:
crazym3
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