On 11-11-2013, 10:24, RobertMacy wrote:
On Sun, 10 Nov 2013 09:52:52 -0700, Wes Groleau
wrote:
If I were lucky enough to get the response you describe, I would
handle it differently from you. I would say instead,

"That's why I called you instead of your incompetent web team."

You may have sightly misunderstood. I called them to find out if they
HAD what I needed and to PLACE an order, not to find out how to fix/work
their website. If they even start down that path [reboot, what version,
etc] I tell them along the lines of, "Send me the money and I'll buy the
latest computer just for you, so I can buy from you! Further, requiring
the most costly computer is a little like making a customer pay an
entrance fee when going into your store, which I'll never do. More
importantly, I don't wish to spend ANY MORE time, I can make my money
back. I can't make my time back. If your firm keeps wasting my time, the
cost of doing business with you has become too high, and I will not. Do
YOU understand? I know it is NOT your fault, but tell people
responsible, else it will never change." By admitting that I know it is
not their fault, it removes any potential of them defensively posturing,
AND by giving them a course of action, win their support. EVERYBODY
likes a course of action, there is nothing worse than facing the
frustrations of seeing something wrong and having NO WAY to inform, nor
change.


You're right, I didn't understand. My words aren't intended to fix
anything, just to vent. Because the person I would be talking to
(even if I called tech support)
(1) has no authority to do anything about it,
(2) has no access to someone who does, and
(3) doesn't care.

Well, _sometimes_ tech support has access to someone who can do
something about it. But more often they know nothing and are sternly
ordered "DO NOT DEVIATE FROM THE SCRIPT if you want to keep your
minimum-wage, part-time job."

--
Wes Groleau

Armchair Activism: http://www.breakthechain.org/armchair.html