Worst tech support experience
This is the most frustrating technical support one can ever have that I have gone through a week back. I had the system for about three days and in that time I have been on phone with some inept tech support for more than ten hours. Calling this tech support provider, for which I’m not allowed to use the name, was a lovely experience almost like pulling my hair. Nice people who don’t know what they are talking about.
I had this issue with my laptop which was under warranty (I will not mention the brand name). This was the most frustrating product I’ve ever owned in more than 20 years. The software was horrible. There were little buttons here and there with no discernible function.
I made eight phone calls and spoke to six agents over the course of three days to resolve this issue of “blue screens and unplanned auto-boots”. None of them could resolve it. Of course, each continues calls took me longer enough to tell the so called technicians what had previously transpired.
It took me almost about 15 minutes every time to explain what had taken place till date. He put me on hold to get a supervisor. Then suddenly I was been disconnected. I called back again and waited on hold for about 50 minutes before I had to hang up. I called back again and waited for more minutes and nobody answered my phone. Multiple emails were also never answered. With much tech support industry working overseas and the seemingly infinite amount of things that could go wrong, it should really come as no surprise when things don’t run smooth.
This technical service provider had terrible website.
I have gone through their website without getting some type of error message at least once. It is impossible to send an email unless you go through the difficulty of drilling down through their customer support pages on the website, and then it had limited space for your comments. Nowhere on the website could I find the email address for the customer service provider; has any communication had to be made through the website, with no email address shown, just “submit”.
My experience with them has been plagued with problems from day one. I have spent more than 12 to 15 hours with their phone support, chat support, customer support, email support waiting on hold, accepting phone calls during office hours etc. trying to get my situation solved. I am stuck with vicious cycle of idiocy incompetence. As soon as I explain my situation to one department I am sent to a different group. I get call backs to check on my status and when I report a problem they give me a different dept to call.
This company is travesty and people needs to know how bad they are. My life with my computer has been a hell. I hope I never own this brand any more. If I would have known that small problems are the beginning of this mess, I would have returned the system on 30 days of purchase. They have tried everything, back-up my system, reformatting and reinstalling a clean copy of operating system and many other procedures that only worked for few minutes.
They asked me to perform many procedures of the above issue. The first time I have been asked to take the laptop apart and put it back together. Another time I was told to change the Bios date and then change it back to what it was, once we ran the diagnostic and finally I was to reformat the hard drive, and this I had to do over and over. When that didn’t work they told that their technician will call back within minutes.
Another so called technician called after 2 hours for rechecking my system. It wasn’t fair for me to pay twice for the same issue twice, and I was persistent about not paying. He transferred me back to the customer care and I pleaded my case again. After going back and forth a few times with tech care they finally got me connected to a technician.
When I called back there was no history of the tech support that has been provided to me till now. I had to start all over new with my case. This tech person again asked me to reformat my system once again, reformatting takes around 13 hours with back up reformatting and reinstalling the operating system and programs, updating programs online, reinstalling backup, and all the other items needed.
I didn’t want to do this. It had been a long day with them. With each call I begged to speak to someone who was in charge. But after many pleas to many technicians I realized many be it’s their policy to never ever let the customer know a manager exist or to give out the number. Finally I gave up.
Next day I reformatted the hard drive and the computer worked for few minutes as usual but again the same thing happened. This new tech genie decided to work new, some diagnostic. I mentioned the whole problem for that he said we should check the fans and that maybe the laptop was overheating. He said that the fan test failed.
After six days of callbacks (and no callbacks) I finally got a person who actually knew about the product and has all the records. Five others didn’t and totally wasted my time and money. When I finally caught hold of a technician, who answered my phone told me that she will be able to solve the problem directly or minimally isolate the problem and tell me what steps I needed to get it solved. I spent approximately an hour while the girl (technician) took control of my computer to work on the problem.
But of course, he was unable to solve or isolate the problem. Despite my payment for onsite support, this is clearly not onsite support so what did I pay for! I became upset and asked to speak to his senior or supervisor. The supervisor said that for solving this issue I need to give permission for “PC Restore”, so that the computer would be back to its original condition as when it was first sent to me. And that was completely unacceptable to me. He was also very unprofessional and rude in the way he spoke to me. I hung up on him, not knowing what to do.
Next I called iYogi technical service provider to have my system fixed at my own expense. Unfortunately I can’t afford to throw a $ 3300.00 computer in the trash. And guess what I called them once and the line got connected to the customer care from where they transferred my call to the required department. No holding, no disconnection of the call nothing.
I got to know about iYogi from my sister who is a loyal customer of their service. It was then I found my hero. This person/ technician took time to read my whole case and then discovered that this all occurring because of the hardware issue. Attribute these problems to fading power supplies or defective parts, including cooling fans. Keep the fan cleaned and make sure all cables and plugs are tightly connected.
The iYogi Certified tech expert finally fixed my problem in an hour by taking a remote session of my system. He charged me $ 169.99 for a whole year, which is very reasonable after going through that hassle. He also said he will follow up on my case and that if I have any problems I can email him. God bless him! The technician of iYogi was not only supportive but amazing to talk to. He gave me time to explain my problem and my situation.
I don’t think I will ever suggest anybody to go for this brand. I had purchased two of these for my home. The first one I purchased in 1998 years back and it has never had any problems. The second one was nothing but problems. After researching on net about online customer problems I see this brand gone downhill in the last few years and my problem wasn’t unique. iYogi was a savior. They came as an angel and helped me with my situation.
Frank Kern is an expert author of Tech industry and contributes his valuable thoughts for IT industry readers. He has many published articles on technology and internet. He loves gardening, reading and spending time with his family.