Some consumers don't describe the problem beyond saying 'it doesn't work', then moaning they just want it fixed when the poor support person actually tries to take them through a diagnostic process. I've done support for years (not usually phone based, but I do sometimes). That said, I think some consumers need to do more to help themselves. A lot of companies, at best, fob you off by directing you to a support person reading off a script. Result: One fixed problem and one very happy customer.Ī lot of companies don't do this.

When I logged a problem with Apple Remote Desktop on Apple's support forums, the bot noticed a pattern and notified the development team, who actually got in touch to discuss the problem. If a company is logging things properly, then a quick review of the logs should show if there is a problem with a particular package, and if necessary, the logs can be bought to the attention of the developer. The company support agents need to actively engage with the customer, and hopefully resolve the problem, logging what they do.

Ham radio deluxe 5.0 vs 6.0