UGH - Like post an answer already!!
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@thanksaj
Uh... No. Thanks though.It also...
Eh,. never mind.Ranting doesn't do any good...
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@g.jacobse They are probably doing what you could have been doing in those 7 minutes.
Searching for the solution on Google.
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@Bill-Kindle said:
@g.jacobse They are probably doing what you could have been doing in those 7 minutes.
Searching for the solution on Google.
True @Bill-Kindle, but I did google it prior. I Googled it, and searched their own support forum. went through the results returned on the search words, found it did not answer the question...
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I feel for you. I spent 3 support sessions to hear oh...you will have to send that in. WTF....2 PCs exibiting the same issue and there is no other support available so yep...send in your businesses only working PC.
The best part is that I figured it out...and they still call it a hardware issue AND it still would require the PCs to be returned so they could be examined.. More to come on this fiasco but I gave them 24 hours to contact me before sharing the gory details.
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@g.jacobse What was the problem? I never saw that mentioned here.
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@Bill-Kindle said:
@g.jacobse What was the problem? I never saw that mentioned here.
Part of it is pure impatience @Bill-Kindle, pure and simple. I'm trying to do way to much in way to much in a short amount of time. Some is my own doing some is not.
A single person is only able to eat so much of the elephant, then the waiter drops of another one. It's a nice all you can eat buffet,.. of IT issues.
As it turned out, it wasn't a 'problem' it was the wrong software install. Once that was known - there wasn't an issue. But when you are talking about iTunes APP store,.. sometimes it isn't an easy determination.
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Something else I just thought of is a Time Zone issue... Support could be anywhere in the world. While I know that, I have been very much a part of that (Toyota Help Desk) not something I always remember.
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@g.jacobse said:
@Bill-Kindle said:
@g.jacobse What was the problem? I never saw that mentioned here.
Part of it is pure impatience @Bill-Kindle, pure and simple. I'm trying to do way to much in way to much in a short amount of time. Some is my own doing some is not.
A single person is only able to eat so much of the elephant, then the waiter drops of another one. It's a nice all you can eat buffet,.. of IT issues.
As it turned out, it wasn't a 'problem' it was the wrong software install. Once that was known - there wasn't an issue. But when you are talking about iTunes APP store,.. sometimes it isn't an easy determination.
Still, complaining about not getting instant support (having to wait a paltry 7 minutes) is a little over the top IMHO. You may have just gotten a tech that had never ran into your problem before and they were looking up the information for you or asking a colleague for assistance.
If this app install didn't involve a life hanging in the balance, step back and chill out. It was only 7 minutes.
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I agree with @Bill-Kindle . At my current job, we have one queue that has something like 20 agents in it at any given time, and still has at least 10 calls in the queue at any given time, with the longest hold ranging from an average of 25-30 minutes up to an hour plus. Seven minutes? That's not the best I've seen, but it's certainly respectable. Any wait time of less than 10 minutes is more than fine in my book.
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Besides, you're looking at being on hold completely wrong. That is FREE TIME for you! People can't pull you away for anything short of the server room being on fire because you're already on hold for another issue. So put the phone on speaker, mute your phone, and start doing stuff that you can setup to run and just let run. Run updates. Check the servers for whatever. I've worked many helpdesk jobs, and hold time is GOLD! Rarely are you given such a perfect opportunity to multi-task. When they pick up the line, take 20 seconds or less and wrap up what you're doing and go back to the original issue.
