From a staff writer to an editor in chief, I’ve covered over a decade of Tech Support Showdown and believe me, I’ve seen the good, the bad and the ugly. I’ve experienced companies whose phone tech support reps were strong and knowledgeable while the web and social media were lacking and vice versa. I’ve even had a company’s call center leave me on hold for 59 minutes and 57 seconds, not once, but three times. I’ve also had several company’s tech support agents fumble questions on their employer’s proprietary technology.
But for all the bad, there’s plenty of good. Some vendor reps have gotten every question we’ve asked of them correct. Then there are the companies who have deep wells of easily accessible information on their websites. And let’s not forget the ones with lively and helpful forums who opened their heart and minds to a helpless no0b who just wanted to learn.
