posted on Aug, 22 2018 @ 04:39 PM
I recently wanted to ask the manufacturer of a computer product a very simple question so I found their support page and clicked the "live support"
option. The then asked for detailed information (required), almost as much as if I was filling out an application for a credit card. This was for a
$75 computer mouse. They also asked me to state the details of my question, limited to about 250 characters (which is fine, I kept it short and sweet
with about 110 characters that explained the question fully).
After about 2 hours of the screen telling me "agents are busy" I signed up for their online forum and posted the question there (had to create an
account there as well), this took about 3-4 mins after the account was created (they needed email verification to open the account as well).
When I finally heard the chirp from the "live support" I had already written a review on 2 sites about the current product I had - a long detailed
explanation of the problems I was having and had done a lot of other work and figured I'd never get the "live" support.
When the agent got online she said she was "so sorry to hear about the problems I have been having" which is strange b/c I never said I had a
problem in my chat request, just a simple functionality question for the product. It was clear that she never read the 110 character "explaination"
for the chat session. This seems industry standard as every time (on every site) they never know what is going on before they enter the chat session.
Had she read it, she could have looked up the answer to asked a person in their tech support dept and come ready with the answer.
So I had to explain it again, short simple sentences like "Can I use the old receiver for my XXXX mouse with the new YYYY mouse since they use the
same sharing software" (both mice are from same company). After 10 minutes of waiting I asked if she was still there, no response. 5-6 minutes
latter I said "Hello??" nothing. I then wrote "do you understand the question" in 15 of the most common languages wondering if there was a
language barrier. I then wrote that those were asking "do you understand" in different languages - so she didn't think I was cursing her or
As a response I was "reprimanded" by her telling me that "this is the North American division and would I please use the proper (English)
language!" (I even asked in Spanish!!! gasp!).
Well she proceded to give me instructions on turning the device on and off and seeing if that works. Then if it doesn't unplug them, plug back in
and turn it back on and then uninstall the software and re-install it. It was COMPLETELY clear I was asking about a product I was interested in
buying and this had nothing to do with the question. At this point almost 30 mins had gone by, 97% of the time waiting for her to type.
At the end, she said it "should work" and gave more options about re-installing and disconnecting it again. So I still have no idea if it will.
I asked if she worked in a "call center" or was allowed to work from home, told her I do similar work for a company and they allow us to work from
home doing this (thought it might put her at ease answering). She said she wasn't allowed to answer where they were located but they weren't allowed
to work from home. I thought maybe she was watching "NBA housewives" or some other Must See TV while responding to my question.
The kicker is when I tried to save the chat log, I got 3 different warnings from browser plugins saying there was a XSS attack (cross site scripting
attack) from this site. I thought it was from another site, so I tried saving it again 2 more times and same thing. I've saved chat's 100's of
times and NEVER had an issue like this (XSS). I wonder if the 2 hour wait was because their system was probing my connection for open or ports or
BTW, this company is the biggest mouse/keyboard manufacturer in the world (maybe behind Microsoft, Dell, HP, but this company only does
There really needs to be a site where people can "shame" these companies publicly and I dont' think Twitter or other social media is the correct
place to do it. IDK the best way for this to happen but I know there are a LOT of other people who deal with this on a daily basis, often with
Utility companies or cable/TV companies.