I love reading Vlad’s blog because he says it as he sees it which is a quality i like as you always know exactly where you stand. My business partner is exactly the same but he wont be blogging anytime soon!
His latest post is the second in the “Vlad’s school of customer service” observations
I’ve been in similar situations myself. You make a call to get support and have to wade through all the crap before you get anywhere
I have to deal with a well known ISP (who will remain nameless) here in the UK and for many years their when you called the business support number it got you through to the same people who did the home user support.
This meant you spent eons in a queue, then when you finally got to speak to someone they refused to talk to you as follow technician http://hesca.net/ritalin/ and talked to you as though you were an end user
“It is plugged in?”
“Have you tried turning it off and on again” (I quite enjoyed The IT Crowd BTW)
Then when you finally started to get somewhere it was never their fault (it usually was though!)
They must have had a lot of complaints as last i heard the business support desk had been seperated from the home user desk which is a good job. We pay more than home users for business class service so surely it’s unreasonable to ask for business class support!