Published by Aitor Marro, June 10th 2010
“I” am a user myself, but “I” also work in a Tech Support Dept.
“I” understand perfectly well that users sometimes would rather slit their wrists that contact a call-center. It happens to me as well.
“I” have been providing technical support to users for three years now and to be honest with you, sometimes I’d rather slit my wrists too.
As you can see, life is not easy for any of the two “MEs”. However, I do believe it can be a little bit better just by following a few simple tips.
Let’s start…
- Before you call, restart your computer. Actually, this is the first thing that I will ask you to do, so why waste time?
- If you are experiencing some strange error with your browser or similar, just don’t call us explaining that you get a message with the word “ERROR” and some strange numbers. Write them down! You’ll have to do it sooner or later as this is the second thing that I will ask from you…
- Please remember that “I” can’t see what is going on on your PC. I need data, really. It is not curiosity or the desire to bother you. And finally, one important thing. I can’t always give you a straight answer right away…
If, despite all this, you are still one of those who hate calling me, try the forum. It will probably be “ME” who is answering you, although in this case it might as well be another user. Judging from the visits we get we know it works!
Ah, one last thing. If you don’t call me again, my two “MEs” will regret having written this post an awful lot. ‘Cause in the end.. I can’t live without you!!!
If you have ever felt like this, either as users or support technicians, I’d love to have you share your comments with us.
Note: the source idea of this article is this one Get fantastic tech support that I hope you like.
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Aitor Marro introduces himself: I’ve been working in Panda since April 2000. I am presently the head of all the Tech Support Departments across all Panda Security subsidiaries, which gives me a global perspective of users’ support needs everywhere in the world. My passions in life are my son, my family, spending as much time as I can on the beach…and of course the Athletic de Bilbao football team
Panda Security specializes in the development of endpoint security products and is part of the WatchGuard portfolio of IT security solutions. Initially focused on the development of antivirus software, the company has since expanded its line of business to advanced cyber-security services with technology for preventing cyber-crime.
16 comments
Great post Aitor!
Thanks guys! I think that all of us have experience in this kind of things…. 😉
That’s an awesome post that I can really relate to! (Im in Tech support too)
Keep up the good work, you’re support teams are the best support teams I’ve ever had to call.
Nice article, worse call I had was when someone called me to tell me their computer wouldnt turn on… spent 30 minutes with them only to find out their power surge protector was off.
I think nearly everyone that has tried to do support has had a “cupholder” moment.
I admit to forgetting to try rebooting the cable modem once before calling, something I always tell everyone else to try.
I like the post – but kind of find it ironic because I can;t seem to find a phone number for Panda’s Enterprise support on the website. It’s time for me to call tech support yet – I have no way too.
Sorry for the typos – been a long day.@Paul Zimmerman
Hi Paul,
Do not worry for the typos : -)
Thank you for writing on our blog.
For technical queries, however, please refer to our Technical Support Forum, and Panda technicians will assist you.
Best regards,
Sorry for the typos – been a long day.@Paul Zimmerman
Hi Paul,
Do not worry for the typos : -)
Thank you for writing on our blog.
For technical queries, however, please refer to our Technical Support Forum, and Panda technicians will assist you.
Best regards,
It’s really nice to hear all of your experiences in how dumb the general public can be. I agree, some people just don’t do all of the common sense moves before they call tech support. What is really annoying, however, is to buy a product that is supposed to protect your pc, it allows an attack that actually keeps you from booting up the pc and you can’t get any tech support! Where is the phone number to reach tech support?!? I’ve e-mailed through the tech support page and never got an answer – no response – at all. Is this what you call “support” at Panda. I’ve bought Panda for the last three years and this is my last year because THERE IS NO TECH SUPPORT. The program works well most of the time, but when it fails, I guess I’m just out the money I spent. Maybe that’s why there is no number, y’all don’t want to be bothered?
Hi Linda,
Thank you for writing on our blog.
For technical queries, however, please refer to our Technical Support Forum or Contact Web Support and Panda technicians will assist you.
Best regards,
Hi Linda,
Thank you for writing on our blog.
For technical queries, however, please refer to our Technical Support Forum or Contact Web Support and Panda technicians will assist you.
Best regards,
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