Hacker News Reader

I worked tech support for 6 years for a large telco in the northeast it was the most miserable, mundane part of my life. They were so poorly managed and so focused on bottom line that customers wants and needs were not important. Helping customers was the least important thing as long as you didn't talk to them for more than 8 minutes and you didn't appear to be rude.

View on HN

>>They were so poorly managed and so focused on bottom line that customers wants and needs were not important.

That's because tech support is regarded as a "cost center", where the primary goal is always to keep costs to a minimum. This is why most support centers prioritize making the customer go away rather than actually solving their problems, documenting the issues and working with other teams to find permanent fixes.

And this is why shrink wrapped software sucks. Having worked in that industry, customer service gets a call: "The application crashed and corrupted my save file!", "How many seats have you purchased?", "Seat? I just bought one copy for myself.", "Thank you for reporting the bug. Please buy the next version to see if the bug is fixed". Of course, developers never even get the bug because the customer only bought 1 copy. I never saw a bug from a customer that bought less than 200 copies :-(

Reply on news.ycombinator.com