Help Desk Support

Jeremy Ross

Project 1 – Help Desk

06/07/2015

Customer Support Experience 101

Around the late 1990s, early 2000s, I had a computer from a certain cow print based company, for quite some time, when unfortunately it began to not function properly, and only booted to a blue screen that relayed an error message to me. This was during a very stressful time for me as I had some school assignments due at the end of the month, and this was impeding me from completing them. During this timeframe this certain computer companies customer support was extremely lacking, the offered no web based support, and only received issues via phone, and just calling them meant at least waiting on the phone for an hour just to speak with someone. After patiently waiting over an hour for assistance, I finally reached a customer service rep who asked me for my information to verify I actually had a computer with this computer company, and then proceeded to inform me that I had no current warranty available, and that he wouldn’t be able to assist me, even walking me through a solution via the phone, due to this. As you can imagine this upset me to no avail, and I immediately requested to speak with a supervisor, as I needed someone to fix my issue pronto. After speaking with the supervisor, and running around the same loop of not having a warranty, I finally decided to give up and look through the Internet to see if there were any solutions to my issue. I was extremely dissatisfied with company, my issues weren’t resolved and I had a deadline to meet as for as submitting my paper for school, and from that day two things happened, I vowed to never purchased a computer from them again, and I learned how to search the web for solutions to computer issues. I would definitely classify this support as negative, and it showed me what some companies were gearing towards when it came to assisting customers. It also made me enter the field of PC repair, because once I was stuck with this issue,...