Who pays for that?

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Dork TeamMore and more, I find that anyone can jump into the Computer Tech Support field.  You don’t have to have a brain at all.  Worse is people have no clue of this when they hire these people to come to their homes and setup their new computers or fix their problems.  So as I mentioned before, they have to call someone else with actual knowledge to get their job done.  I feel I should get the pay for the work they aren’t doing and I am.  I won’t mention what over priced tech service was used, but let’s just say they are incredibly popular by their name alone.  It would appear to be clear that good marketing outdoes actual skill or talent.  That and the Human Resources that hired these people should really have some knowledge of technology as well.  This way the prospective employee can be tested for his or her knowledge instead of simply hiring based on paper certificates.

Here’s a call I took today:

[Me] Thank you for calling ____, this is _____.  How may I help you?

[Customer]  Yes, I have the Dork Team here and they are setting up my new computer.  The tech needs help setting up the email.

[Me]  Sure I can help with that.

[Customer]  OK, here’s the tech.

[Field Tech]  Hello, which do I choose for your service?  IMAP or Exchange?

[Me]  Are you using the email app that is included with Windows 8.1?

[Field Tech]  Yes.

[Me]  Our service uses POP3 and won’t work in the included app.  You’ll need to download an email program that supports POP3 like Windows Live Mail or Thunderbird.

[Field Tech]  What’s Thunderbird?

[Me]  It’s a third party email client made by the same folks who make Firefox.

[Field Tech]  OK Thanks.  (click)

To make things worse, the customer called back a few minutes later sounding angry at me.

[Me] Thank you for calling ____, this is _____.  How may I help you?

[Customer]  Yes, I just talked to you and in the past I’ve use Windows Live Mail.  The tech doesn’t know what Thunderbird is and neither do I.

[Me]  I offered up Windows Live Mail and Thunderbird as suggestions.  You can use Windows Live Mail.  All you need to do is download it.  I’m sorry if the tech got fixated on the word Thunderbird.  That wasn’t my intention.

[Customer]  OK then can you start again and leave out that word?

[Me]  Sure, that’s not a problem.  First the tech will have to download Windows Live Mail, install it and then we can set it up.

[Customer]  OK Thank you.  (I can hear the [Field Tech] in the background being all pissy.  “I know I have to download it.”)

[Customer]  OK Thank you.  (click)

Now I don’t expect the customer to know any of this.  It’s pretty much a matter of trial and error as it is just to get them to tell me over the phone the name of the icon they’ve been clicking on for email.  However when a customer is paying between $75 to $150 per hour for a tech who is supposed to be trained and qualified to handle this in their home.  He or she should know the ins and outs of the more popular email programs at the very least!  IF the person is any kind of tech at all, they wouldn’t need to call me for anything other than usernames and passwords.  They should be familiar with basic email setups and be able to make use of company websites to quickly look up things they may be fuzzy on.  Rather than eat up time on hold waiting.  If they must constantly call someone else for help they need more training before costing the customer more money by wasting their time.

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