CIO - Marylyn Tesconi, who manages a large office, takes graduate-level courses and volunteers at a local health clinic in San Francisco, has more than enough to do without spending hours on the phone trying to get her home router to work. And she certainly has no patience for techs who yell and supervisors who hang up without solving her problem.
An enterprise IT manager who spends thousands with Oracle or IBM pays to get prompt support from them. But that same person, too often, has a very different experience when trouble strikes products used at home -- or at a friend or family member's home. Like many of you, I'm often the designated help desk guy when a friend or family member has problems with a computer or related device. Generally, I lend a hand and then forget about it. But Marylyn's unpleasant experience with Netgear's tech support last month got me thinking about why her story is still all too common.
[For more on how tech support is failing now, see CIO.com's related story, Tech Vendors Behaving Badly: Support Just Gets Worse. ]
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