My favorite email today

Almost was'nt, but I can't resist letting you guys see it.

Email to me:
">> I download avg free ad. 7.1405.782 the second fl. icon and it totally
>> crashed my dell xp if I could sue someone boy I would. :-( I will
>> never use major geeks again it is to un safe."

Response:
"> Sorry, I and my partner have used AVG for over 5 years. It is an
> excellent program. While I understand your frustration, MajorGeeks is
> not the problem, and odds are, neither is AVG. If you search the net,
> they are a respected anti-virus company. If you were already infected,
> or if you were using no anti-virus online for even a few seconds, you
> may have gotten infected."

SHORT email BACK to me:
"not what dell says."

So, I leave it at this, you can not change the minds of those who will not listen:
"Dell. If you want to trust Dell flat out without research (Dell gets paid
when you install Nortons's, we get nothing when you download from us) then I dont know if I can be of any help. Search our forums for Norton's and see
what you will find. FYI, AVG is running great on my Dell XPS that I am using
this very minute."

 

I hear ya, I wanted to explain how low level tech support is reading from a script, so you dont get honest and straightforward answers, but rather what the person is told to do step by step. A good system for a large company, but most dont understand that they are being read to.

 

Sadly thats what the consumer side of Dell supports help and assistance runs too, reading the set script ( sadly wouldnt win an Oscar either )... Dell Gold support is something very different as I have found out reciently, actually only found out as work buys Dell or HP PCs that we had Gold support, actually cannot praise the support guy enough, he actually understood the issue we had and asked me the right questions, none scripted... then when we agreeded on the fault, he next day couriered the hardware replacement, however Gold support for Gov/Companies does cost.


Tis more likely they were infected already or installed AVG with Norton already installed, but easier to blame someone else than yourself!

Thanks for sharing Tim.... and this classic had me choaking on my Vino!

 

If he would call me at 555-555-5555, I will be happy to assist him with his Dell problems ....our on line help runs a mere $10/minute. The first 15 minutes are spent getting system spec's and credit card numbers as well as first names of great aunts and uncles.

 

Agreed on all points, wish I could make him understand. Gold tech support is probably a direct bumb to a teir 3 or similar, where most big places have 3 tiers or so, the top being a real, knowledgeable person actually capable of solving most problems. Seems odd I have a Dell XPS as well with AVG and something like 1.4 million downloads from here alone and as far as I recall, that is the first complaint about AVG.

 

New, final response follows. I think considering the spelling skills, this would be a tough friend to make. He has a weird way of thinking may words are actually 2 words, all while spelling them incorrectly. I wonder how he was able to read my email. My grammar can be weak, but even I would not end a sentence and start the next one with a lowercase and, not to mention lack of spacing I just noticed.... lol.

"good for you but my repair was just rein burst .and i do not use norton
any way thank you very much."

 

Agreed, but many large companies use tier one at a cheap payscale and there is only so much room UP that ladder.

 

Agree with you, but its rare these days sadly, with outsourcing. I actually try to get name and extention number of any support person I speak too that no matter what they know or dont know, gives me great support so I can speak to them again.

Again in same point it depends on wether the support person is interested in technology or just thinks its a job, the techies no matter what tier they are on are always the best help ever, hence my comment in the above paragraph, sadly this is not always available...and it gives CS a bad rep. I dont blame the person on the phone but more so the companies for not giving enough training or backup to enthuse the staff.


Same is evident in my line of work some know what they are doing and some just fudge and waffle their way through, even some in out IT dept know less than lab rats ( one couldnt fit a graphics card and I had to do it Mmmmmmmm )


* ps no offence to lab rats adn we dont use them, we prefer humans

 

Wow, I am tired, I actually took a minute before I got that.

 

Where the H*LL is my cheeseburger!!! My kids are hungry and if you don't pony up exactly what I want, I'm callin the cops!!

 

Well, we always try and realize that people are frustrated and try and make a friend, but occasionally, like this case, the person will not listen. He has a long list of problems coming. I recently had a triple slider door installed in my house instead of a double, which required cutting a hole in the house. It took longer then expected and he would explain any issues or what he had to buy and never do I argue with him. I can't swing a hammer and I hired someone I trust, so I am not pretending to be knowledgeable. The problem is attitude, God forbid everyone does not know everything. Oh well, I wish I was a fly on the wall to watch all the problems he has coming. I am sure the next spyware attack is Dell's fault