I love tech geeks guys,actually one tech geek guy
Lately my linksys wireless router has been acting up.I’m seriously convinced its PMSing.One second its working just fine,the next second,it absolutely refuses to work and I always end up having to disconnect and reconnect it which is a pain in all the wrong places for someone as lazy as I am.
Anyway,I finally got frustrated and decided to call the linksys tech support for help.Due to my previous experience with support peeps (yes Dell geeks guys,your support sucks big time!),I was prepared for battle .Let me explain why…I don’t mind that companies outsource their support departments.What nags the living day lights out of me is the fact that the support people don’t take the time to understand the problem when you call them.Instead,they are trained puppets who read off a script instead of listening to your problem and using their brains to help you fix whatever the problem is.I mean,if I wanted to follow a script,I’d read the damn manual…but by the time I call tech support,I have read the manual over and over again and tried everything and still failed…so please take the time to actually help me with my problem instead of reading a script back to me…Anyway….
…when I called the linksys tech dept,a very nice dude called Paul answered in the sweetest,most polite voice ever.He asked me the routine questions (name,phone etc,etc) and then asked what my problem was and how he could help me.I explained what my wireless router was doing and he calmly told me “I understand thats very frustrating and I’m sorry you’re experiencing trouble.I’m going to do everything possible to fix this for you”.With just that one simple sentence,Paul won me over.He wasn’t trying to read a script,he was trying to genuinely help me.He got straight down to business and within a few minutes had figured out what the problem was and helped me fix it.
Paul is in the Phillipines.I’m glad linksys decided to outsource to the Phillipines instead of India.No offence to the Indians but I’ve never had any luck with the Indian tech peeps..I always get so frustrated I end up hanging up the phone before my problem is resolved.Indians in my experience are so notorious for reading off scripts and then there is that “minor” accent issue…I always spend at least 20 - 30 minutes trying to understand what the heck the Indian support person is saying:(
Anyway,right now I’m enjoying my wireless router..its no longer PMSing thanks to my really cool Phillipines tech geek guy Paul.So to Paul,I say thanks alot..I hope its stopped raining in the Phillipines and you’re now getting some nice weather.