Tech Industry Very Good At Ignoring Customers

from the customers?--why-do-we-need-those? dept

It seems like you see a study like this one every few months, and nothing ever seems to change. Another study has been done showing that tech firms are dreadful at handling email customer support. A third of the companies checked didn't bother to respond at all to questions put to them, while another 25% simply ignored the questions it wasn't convenient to answer. Even better, while many companies used automated replybots to say they'd follow up on questions, most of them didn't actually do so. To top it all off, nearly 30% of these tech firms took your information and gave it to "unaffiliated third parties" without permission. Basically, the support side of the house seems the same as it's always been. Executives are mostly ignoring and/or underfunding it, while hoping that no customers get too upset.
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  • identicon
    Chomper, 6 Apr 2004 @ 11:58am

    No Subject Given

    This is like telling people gravity exists. This has been known for a very long time. For the computer industry, I've resorted to just building machines for friends family due to the horrible nature of the tech support. It's ridiculous.

    link to this | view in chronology ]

  • identicon
    phred, 6 Apr 2004 @ 4:42pm

    tech customer support

    are you talking about dell who just took three weeks to fix a next day problem on a $7,000 pc or yahoo who never gets back to you

    link to this | view in chronology ]


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