Works for me.

I sense a new profit opportunity for help systems -- enable bidding for that top slot.

I'm surprised companies like directv haven't already thought of this. As part of their maintenance/extended warranty plan, have an option for expedited phone support for an extra $5 a month.

I'm sure they have absolutely thought of it. Bean counters have determined it would be to detrimental to the bottom line with the loss of customers.
BUT!!!
As with all these monopolies, it is whoever is brave enough to do it 1st. If just 1 of the major companies does it, I'll bet you the other 3-4 major players would jump on it also within a month or two. If customers have nowhere else to be free from the tactic, they all make money.

Just like the mobile industry offering customers free or greatly reduced price on phones with a contract. That had been the standard way of doing business for many many years.
Forgot who changed 1st but within a few months, now all the carriers make you pay full price for phones - as if the greedy bastards were not making enough money off their customers.

If a monthly fee is charged for expedited phone support, if support does not connect within a certain time period, ALL of the expediting fees previously paid by the customer should be given back.

---

Sometimes social engineering works miracles. At one point I changed apartments, moving about 60 feet and I had DSL. After more than a month of struggles attempting to get DSL service in the new apartment (Dog ate your order, order complete, not available in your area, must use Windows, support hang ups, ...) (literally, I could reach out the window and touch my old line), I politely called the regional office and asked if they could help. Half an hour later I received a call from a very sharp, respectful individual, we ran a couple tests, he gave me a private, direct number to call and said that he would look into the issue. He called back to report that there was a problem in the central office rack and it would require a couple days to get parts, schedule, and complete the repair. Done on schedule.

My father tried this...and it worked for him. Hilarious.

When hell freezes over they will offer this, or if a court order is issued somewhere.


"Politely" is a key element of your success. Another element that you probably used was knowledgeably using technical terms. When I was the interconnect company for an A/V chain, any time I called the phone company I spoke of COs instead of phone lines. I used terms like "off hook" and "battery," if appropriate, too.

It seems that if they hear exactly used technical terms, they'll be happier to help you out. They'll know that they're not going to have to figure out what the HELL you're talking about, and that you'll understand them.

This is why I ragged on highfigh for not meaning "everything" when he said "everything" -- technical inaccuracy like that would quickly derail a service phone call and there's no need to be inaccurate.

As they lose money each quarter.

?
I don't keep up on the news like that. Is that what the carriers are saying? If so, not to hard to read past it, that it is a lie.
They can make their books show whatever they want. And if they truly are losing money each quarter, it is because the owners are draining the company of millions each quarter into their pockets. It sure isn't because the companies aren't making huge profits.

Why can't they charge for tech support?


Microsoft does and no one dares bitch about it....

You actually expect people to know the technical terminology when they're not from this field, or anything similar? I called for tech support a few weeks ago (don't remember which company) and the guy said he came from he hospitality industry, which has absolutely nothing to do with my call or their products. Most of the tech support people I have spoken with lately won't know what tip and ring are.

Last week, ATT pissed away two hours of my time when a set top box wouldn't take an update and I did everything 'John' told me to do and yes, I mean 'everything' since he didn't tell me to do anything I wouldn't want to. The irony in the fact that my cell phone (ATT is my provider) wouldn't hold the call didn't seem to phase him.

If you reread what I wrote you'll see that I am addressing remotecentral members, not the general public. I didn't say anything like "everybody should learn these technical terms." I said

See how that's addressed to the readers here (buzz in particular in this case), supposedly all technically competent? I'm saying hey, tech guys, learn those terms.


Yeah, it really is a sad fact that we have to follow the script of stupid drones like 'John.' I find that after that's done, though, there's another tier of 'technical assistance' where somebody knowledgeable might be hanging out. I have had to wait for callbacks after obeying John's ridiculousness, but so far there's always been someone else who will help.


Your cell phone wouldn't hold the call? Do you mean the call kept dropping? That's horrible, too, if that's what you mean, because then you don't even get to finish messing with 'John' -- you have to call back and start all over!

Worst day earlier this summer (and possibly ever), was driving back from a job 3 hours away. Had a phone call about an issue that came up on the drive that was not resolved and ended up costing me $1200 that I should have been paid but wasn't. About half way home my work vehicle that was less than 1 year old stopped running. Had to get it towed on a holiday weekend. Paid with a credit card and shortly later realized that I never got the card bad. Called and they said they did not have the card. Spent the next hour cancelling the card. And to top it off when I went to leave at 7:30 on a holiday weekend I realized that at some point that day my personal vehicle keys fell off my key ring.

One good thing, the next day I was heading camping driving past where I got towed and had a feeling that I should stop and check for my key. Ended up finding my key on the ground where i was towed.