Quote:
Originally Posted by masraum
Nice, congrats on getting it fixed and working correctly!
It sounds like your call was similar to my normal experience. If I ever call someone for "tech" support (I work in IT, I'm pretty savvy), I try to start off the call assuming 1 "they do this all day every day, so listen to what they say because they should know" and 2 "I called them for help, so listen to what they say." But 99 times out of 100, the first person that I talk to either assumes that I'm like the avg caller despite me usually giving them a ton of info about the problem and my troubleshooting so far or they are not the person that I need to talk to but are the person that I need to transfer me to the person that I need to talk to.
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You have to realize that they need to screen calls. I'll bet 90% of their calls are not that technical at all. When they are, you get to talk to a real tech. But that's what you just said. How many callers do you get that are not really technical? Or are you internal?
If you fielded questions from the public you would hear all kinds of stuff. It takes a very special person to listen to people who call with any manner of anger or frustration, listen to them and then say, "Let me get the right person for you."
The worst thing that can happen is that the person you need is not available and asks you to leave a message. That hurts a company's rep and I'm usually not buying from them again. One call can make a difference. Certainly the IP providers don't get this.