PC Call Centers Garner Lowest Satisfaction Score

Lucas123 writes "The University of Michigan took its first American Customer Satisfaction survey and found that of six industries measured for the Customers' Call Center Satisfaction Index, the PC industry received the lowest score, according to a Computerworld story. 'According to the survey, nearly 73% of the people who have bad experiences with their PC companies' call centers said they will consider purchasing their next PCs from another company, while 85% of customers who had their problems resolved by calling a PC call center said they would continue doing business with the company. Other calls centers included in the survey included banking, cell phone service, cable and satellite television, and insurance.'"

Profit!

[slapout]

1. Start computer company
2. Have good tech support
3. Profit!!!

Wait, somethings not right ...

Your call is important to us

[Hoi Polloi]

I'd leave a better comment but I'm still on hold with Dell...

Partly depends on customer's abilities

[gEvil (beta)]

As anyone who's done any kind of support knows, a significant chunk of troubleshooting/support depends on the customer's ability to follow directions. When the support person says "I need you to click here and do this. Now read to me EXACTLY what the window that opens up says," they expect the person to do that. It doesn't help when the person on the other end does something else then says "It's not opening a window that says anything" or they say "It's giving me an error message" [duh, that was the point!] rather than "It says 'Program terminated. Error code: PEBKAC'". Yes, some companies have abysmal support. But sometimes the people asking for support don't help the problem either.

My good experience

[Anonymous Coward]

Trying to decide on a RAM upgrade many years ago, I call the tech support of a major manufacturer to get some information on the motherboard.

Me: Does this motherboard require parity RAM?
Tech Support: Yes, the RAM needs to be installed in pairs.