Re: Outsoucing - A Horror Story With a Happy Ending
From: Yves Leclerc (yleclercNOSPAM_at_maysys.com)
Date: 03/12/04
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Date: Fri, 12 Mar 2004 10:50:24 -0500
Don't you know that the first level of tech support, you do not talk with a
techician but a lonely operator who is reading a script! If the script does
not conyain your problem, then they must tell you to re-format the hard
drive, for that is their complete technical knownledge they have: If the
problem is not in the script in front of you, then tell the customer to
reformat/reinstall/recover the hard drive.
"PT" <xyz@xyz.com> wrote in message
news:udioWz9BEHA.1380@TK2MSFTNGP10.phx.gbl...
> This morning, I turned on my computer, and received an error message:
> "NTLDR is missing. Press any key to restart". After several attempts at
> pressing the "enter" key and getting the same message, rebooting several
> times and getting the same message, I called Dell Phone Support.
>
>
>
> The technician somewhere in India told me that this was a relatively
common
> problem, and required reinstalling the file in the I386 folder. He then
> went through a long sequence of steps to try to reinstall the file from
the
> Windows XP reinstallation CD. He kept running into problems, getting the
> message "Access denied" when we tried accessing the I386 folder.
> Eventually, after about an hour on the phone, he told me that several
files
> had been corrupted, and the only thing left to do was to re-format the
hard
> drive, reinstall windows, and try to rebuild the system. I was told that
> the process requires about 2 - 3 hours to complete.
>
>
>
> I decided to do so using a local computer servicing company which had
> previously installed Ghost and made a backup image of my hard drive. I
> started out by explaining the NTLDR error message. The following is a
> nearly verbatim transcript of our conversation"
>
>
>
> Local Tech: "Do you have a floppy in the floppy drive?"
>
>
>
> Me: "No --- Wait a minute - yes I do! I guess I should remove it?"
>
>
>
> Local Tech: "Yes, then reboot"
>
>
>
> Me: "It's booting correctly - Is that what the problem was?"
>
>
>
> Local Tech: "Yes - That's the message you get when you try to boot from
the
> floppy drive - It's a standard cryptic MS error message.
>
>
>
> So how to I rate the advice the Dell Indian technician provided?
>
>
>
> 1.. Not only didn't he know the simple and apparently obvious solution
to
> what is an extremely common problem - a badly designed Windows XP error
> message.
>
>
> 2.. Not only did he waste an hour of my time on a fruitless exercise
when
> a knowledgeable tech could have solved the problem in ten seconds.
>
>
> 3.. But - if I had blindly followed his advice, I would have at best,
lost
> all the programs, data files and everything else I've added since
purchase.
>
>
> To summarize - this incident has severely shaken my faith in the quality
of
> Dell support service, I should mention that when I told the local tech of
> the procedure that the Dell support tech had followed, and the
> recommendation he gave - the local tech told me "those guys don't know
very
> much - they just follow scripts, and rush you into replacing equipment and
> software."
>
>
> --
> PT
>
>
- Next message: Bonnie: "aol"
- Previous message: snapper: "Want to replace XP with Win2K"
- In reply to: PT: "Outsoucing - A Horror Story With a Happy Ending"
- Next in thread: Ken Blake, MVP: "Re: Outsoucing - A Horror Story With a Happy Ending"
- Messages sorted by: [ date ] [ thread ]
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