iMac Tech Support is a JOKE

Discussion in 'iMac' started by divedude, Feb 29, 2008.

  1. divedude macrumors member

    divedude

    Joined:
    Mar 25, 2007
    #1
    I called Apple Tech Support today to report that my iMac will not power up so I could get an appointment to get it fixed. I have already done all the troubleshooting. So I tell the lady it will not power up. She asked if it is plugged in. I respond that it is, and that I even pulled the plug from the back of the iMac and verified proper voltage at the end of the power cord with my voltmeter. Her next question was "did you try another receptacle?" I asked her why I would need to do that if there was already proper voltage coming out of the power cord. Here answer was "to make sure you have power". :confused: I asked her if she knew what a voltmeter was. Her answer was that she did not. And these people are highly qualified techs??? :( I really hope that someone at the Apple Store knows what a voltmeter is, otherwise my iMac will never live again :eek:
     
  2. kkat69 macrumors 68020

    kkat69

    Joined:
    Aug 30, 2007
    Location:
    Atlanta, Ga
    #2
    I hate to break it to you, but basic computer tech support doesn't necessarily need to know what a voltmeter is. Chances are (and I know this to be true for most PC based tech supports) they aren't electricians.

    Most of the time the first person you talk to will know the (similar to regular pc, mobile phone, etc) will know the basics about power mgt and basic power mgt does not include a voltmeter, and the rest will be about the OS or in particular the computer itself.

    Sorry, can't sympathize with you on this one. I know people at a govt contractor in our IT helpdesk that never used a voltmeter. IF it involves that we get an A+ certified person and they damn sure know how to use a voltmeter.
     
  3. divedude thread starter macrumors member

    divedude

    Joined:
    Mar 25, 2007
    #3
    Yes, I know they are only CSR's and reading from a script. I have my EE and prior to that I was an electrician. And I have been in the computer industry for 28 years. Not knowing what a voltmeter was isn't my main concern. It is the lack of common sense. If I say I have verified that proper voltage is coming out of the end of the power cord that is plugged into the back of the computer, there is no reason to suggest that I try another receptacle. It just goes to prove that Apple Support isn't anything special.
     
  4. kkat69 macrumors 68020

    kkat69

    Joined:
    Aug 30, 2007
    Location:
    Atlanta, Ga
    #4
    True, that point I won't argue. But realize this, they have to ask even the dumb questions. You'd be surprised. Much like the TRUE tech support call where someone said they're pc wouldn't turn on and eventually the tech asked (I say eventually because it was after much frustrating questions) make sure it's plugged in and the person said to hold on because there are no lights because the power was out in their building.

    They have to be generic in questions. It's not a lack of common sense. I for one would rather say "for sake of arguement please just try a different recepticle" and if you know what you say you know, you would know that voltage isn't the only thing. To much amperage drawn from one breaker line can also cause funky things with electronics. I normally just lie to them and say "Ok still getting the same thing" rather than raise a stink and be an ass over the phone.

    I doubt this tech would know these things but no your right about them not being anything special. When dealing with tech support they are however a step above most.

    Sounds like you had a negative attitude when this thing began and it still exists so you came to yell about it so nothing said in any light of trying to see both sides is going to do any good.

    Sometimes we have to bear with them so they can do their job as with any type of support. As we prefer our customers to bear with us while we do OUR job.
     
  5. harcosparky macrumors 68020

    Joined:
    Jan 14, 2008
    #5
    Wellll ... if she did not know what a voltmeter was ... she may not know what you meant when you told her you verified the voltage.

    What the phone is answered you get a Level 1 Help Desk person. They operate off of a scripted flow chart type of system.

    I can assure you this, if you call ....

    Verizon
    Comcast
    Westinghouse
    Dell
    IBM
    Hewlett Packard
    Sony

    I think you get the idea, you will get the same thing from the first person you talk to.

    I remember calling the @Home people for a broadband cable issue. They first person that I spoke too I said this " excuse me but I do not mean to offend you, I have troubleshot this problem and wish to be elevated to at least a level 2 technician. " She told me that elevating a trouble was done by the terminal she was sitting at and she needed to input answers to a few questions. So I let her ask her questions, and I answered them. At the conclusion she said " we need to elevate this to a level 2 ".

    I have since had internet service with Verizon (DSL) and two other cable companies and the tech support at level 1 is all the same.

    I had a problem with my current cable provider. I flat out told the Level 1 Help Desk person " I know more about this than you will ever learn sitting where you are, I want to speak with a supervisor. "

    By the time I was done that cable company was offering me a job!

    By the way they are trained to work ONLY from the script. Ask a question, get an answer, move down the chart according to the answer.

    On the rare time or two I had to call Apple Support I got nothing but what I had expected. Each problem was dealt with in the manner I anticipated. My years working in the field as a Microsoft and Novell system engineer taught me the ropes.

    One of my first jobs long ago was Level 1 Help Desk ... I hated the fact that we were not allowed to deviate from that dang book. But alas it was short time before I escaped that insanity. Now I am retired, sit at home and laugh at the though of using things like Windows,Novell and all that other garbage that is out there.


    By the way, I would have tried another known good outlet before I called them, even after checking with a voltmeter because I know that question will come up about trying another outlet. It always does.

    A bad outlet could pass voltage through the cord and look good with a voltmeter, but under load it might break contact and cut power. I have seen that condition with a device that draws a lot more current that an iMac though.
     
  6. mediumofmeaning macrumors member

    Joined:
    Sep 20, 2007
    Location:
    NJ
    #6
    well ill agree that apple support isnt great, they often treat everyone who calls as a complete novice. then again thats something common to most tech support. i honestly like support forums like macrumors or something similar much more.
     
  7. harcosparky macrumors 68020

    Joined:
    Jan 14, 2008
    #7
    This is how it is supposed to be.

    They have no way of knowing how much or how little a customer calling in knows, so they start from the beginning.

    They also have to handle a call and either resolve the issue or elevate the trouble in a reasonable amount of time as there are other customers who may be waiting. They don't have time to review your 'resume' of knowledge.

    Imagine the other extreme.

    You call in saying " my computer is dead ".

    Immediately the call handler asks you ... " Check the voltage at the end of the cable with a volt meter. "

    Given all the people that own computers, how many would not be able to handle that task.

    You cannot get mad at Tech Support because they handle all calls in the same manner - I guess you could get mad if you thought you deserved special consideration but did not receive it.
     
  8. kkat69 macrumors 68020

    kkat69

    Joined:
    Aug 30, 2007
    Location:
    Atlanta, Ga
    #8
    Yep, it's a business philosphy called "Lowest Common Denominator" (this is where you realize that your algebra teacher was right, that some day alegebra will save your life, or in this case your sanity)

    Level 1 tech's are just that, low end of the pool, they help Grandma's, Grandpa's, Non-savvy people, etc.

    Getting PO'd at the level 1 tech because he/she doesn't know what a voltmeter is or doesn't understand what you meant by you verified there's ample voltage coming through the cable because I took my Fluke meter out and checked the voltage and also Ohm checked it for resistance and there's perfect continuity is very much like the time wasted in this thread...... pointless.
     
  9. Leon Kowalski macrumors 6502a

    Leon Kowalski

    Joined:
    Sep 20, 2007
    Location:
    Gondwanaland Reunification Front HQ
    #9

    "Stand firm in your refusal to remain conscious during algebra.
    In real life, I assure you, there is no such thing as algebra."

    -- Fran Lebowitz


    "Anyone working in a retail store and wearing a "genius" tee-shirt ...isn't!"
    -- Leon Kowalski


    .
     
  10. mediumofmeaning macrumors member

    Joined:
    Sep 20, 2007
    Location:
    NJ
    #10
    if you call tech support, do they use a magic 8 ball to figure out what your problem is, or do you tell them what's going on? my point is that when i've called in the past, i'll start by telling them my problem as well as basic trouble shooting i've tried. if my mom calls, she'll say "computer doesn't work right. help!"

    in that process i think they can get a VAUGE feel for your knowledge. i see your point and agree with you to some extent, but i think there's a middle ground you're missing out on.
     
  11. brop52 macrumors 68000

    brop52

    Joined:
    Feb 26, 2007
    Location:
    Michigan
    #11
    Besides calling Comcast to complain that they set up too many splits before my modem and my signal is weak or to provision a new modem I bought I haven't had to call any tech support. I usually try to fix it on my own or post on forums. Honestly though, I haven't really had problems with my Macs that I can't fix on my own.
     
  12. kkat69 macrumors 68020

    kkat69

    Joined:
    Aug 30, 2007
    Location:
    Atlanta, Ga
    #12
    Depending on what you do and where you are in life this statement doesn't exactly hold water.
     
  13. Leon Kowalski macrumors 6502a

    Leon Kowalski

    Joined:
    Sep 20, 2007
    Location:
    Gondwanaland Reunification Front HQ
    #13
    "Real™ programmers don't write code, they edit the binary image."

    ...the US Constitution guarantees the Right Of Assembly,

    LK
     

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