Friday, August 11, 2006

Front-Line Technical Support

I called a company for tech support this morning. I use their product on one of my web sites. When I discovered there was a problem, I updated the html they provide - there was one small syntax change (including language="JavaScript" in the script block). This client-side change didn't fix the problem, so I called for help.

Since I made the mistake of telling them about this change, their answer was, "wait a while and call back tomorrow if it's still happening". Their systems needed to "recalibrate". The fact that it was a client-side change didn't concern them at all.

I understand the cost of having technically capable people do technical support. This company has competitors in their space. I wonder if they realize the cost of providing dumb support?