Tech Supports using forums for help.

[sygnus21]

I recently upgraded my smartphone and wanted sevenfourms app. Upon downloading the app, I started reading some of the reviews and came across this one…

Help desk tier 3 buddy in your pocket. I am in help desk and these forums help me troubleshoot day to day issues when I get stuck trying to resolve an issue but can't think of anything. I can just simply reach in my pocket and take out my seven forums/eight forums apps and its like having a help desk tier 3 buddy in your pockets who comes for your rescue when a help desk professional like myself needs help.

(sevenforums app) Reviewer - A Google User

Now there’s no doubt sevenforums and others like it provide a wealth of information and expertise, and that these forums can be of more help than most tech supports themselves. And while the admin staff here, as well as users do a great job of making sure the info relative and correct, not all forums are as diligent and you can often see some questionable posts, fixes, or suggestions.

This can be the negative of relying on forums to do your tech support work, and I posted about such an issue here where Adobe’s tech support sent me to a site that supposedly provided a fix for an issue I had with Adobe CS6 Photoshop.

The problem... the fix Adobe’s tech support person was relying on at that forum wasn’t even applicable to the issue, or version of software I was using. Though it was a registration issue, it was completely a different issue.

So my point? Maybe my expectations are a bit too high, but when I call tech support I expect the person I’m speaking with to be the expert, and not just lean on a forum. Now there's nothing wrong with using a forum if they must, just make darn sure the information is applicable… and correct! Otherwise they're just being lazy, and not really the professional (expert) they're supposed to be.

In short, there’s nothing wrong with using forums as long as they (the expert) know how and when to use them, and that the information is both relevant and correct to the situation at hand.

My two cents.

Thoughts?

 

[essenbe]

I agree, but sadly most tech support 'professionals' are not as knowledgeable as all of us hope they are.

 

[dou2abou]

So my point? Maybe my expectations are a bit too high, but when I call tech support I expect the person I’m speaking with to be the expert, and not just lean on a forum. Now there's nothing wrong with using a forum if they must, just make darn sure the information is applicable… and correct! Otherwise they're just being lazy, and not really the professional (expert) they're supposed to be.

As professional as someone is, as knowledgeable as they may be, there's always that one thing you cannot solve on your own. After all, those who admit that they don't know, and work their way to knowing, they are the true pros.

 

[Pendaws]

I find that I can help myself more by reading from the net and in General, Forums. The main one I wouldn't use for tech support is MS. They have a database in front of them and that is that.
I recently had a problem with getting a licence number to work for Windows Server 2003 R2. The sticker on the side of the case was a legit MS holo sticker and it wouldn't work. I went through the bother of contacting tech support and finally, after 6 calls, was told that the number I had was for Windows XP ??? I couldn't believe that. They told me there was LITTLE they could do????

I phoned Dell support, the machine IS a Dell Server and while they CONFIRMED the machine was shipped with Server 2003 R2 64bit, they wouldn't/couldn't give me the number for the software nor would they confirm that the number I had was indeed correct. One of the things that both support places told me was to find a "friend" who has Server 2003 R2 and use THEIR number or CD????

MS couldn't give me an address to send validation info and Pics to so I could sort this out and so, I have given up for the moment until I have time to sort something out. I wish I were in American and then the "support" would be easier.

 

[andrew129260]

It doesn't take much to become a helpdesk agent.