Today I confirmed (once again) that I’m smarter than chat or phone support agents but dumber than the developers and engineers. So, I’m lost in the cloud of unknowing, confused and frustrated. I’ve proved this with PC’s, Android devices, Linux and Windows.
I guess at some point all chat and call agents became “text book” troubleshooters for the folks that are unsure how to power up a computer or double click an icon. Harsh I know.
So, what happened to the “tech” that could actually help someone like me with the intermediate problems?
I can’t count the infinite number of times that I’ve started with a simple explanation of the issue to be led down of a path of agent confusion….aggravated by not even taking the time to read or listen to my question.
Example: I was chatting with a support agent for Lenovo Premium Support today. I asked about a bios update and it’s resolved issues. “Magically” the agent said that I should run a diagnostic check and cut and paste the results into the chat window. Huh? I said. After re-explaining the question with multiple off target answers, the agent finally simply said: “We don’t have the information”.
Never doubt the value, experience and wisdom of AskWoody and it’s community of volunteers.
Mike
[Moderator edit] moved to Rants
