In the past days I called the Tech support for my HP laptop, the optical dive is not working as it should (crazy sounds when reading CDs and DVDs), so, I called on order to obtain a replacement. I have a year of warranty.
The First thing that a call center agent should NEVER do is to ask you to erase ALL your data (it does not matter if you have a backup or not).
The Second thing that a call center agent should NEVER do is to assume is talking to an idiot, specially if the customer is giving you signs of knowing what he’s talking about. Do not misunderstood me, I may be a complete idiot, but never attempt to dodge direct questions with stupid answers. This gets the people (me included) really mad.
The Third thing that a call center agent should NEVER do is to, once it realized that is not talking to a stupid, to tell the customer can rapidly recover his system with the Backup tool that the company is selling. How In the gods name I can install such tool, if the component failing is the one used to read the media in which the program comes?
The Fourth thing that a call center agent should NEVER do is to assume I can/want to restore my system, because I a technically skilled person after the System Restore to it’s original status. I will not discuss the security risks of it. I think on the time I would have to spend on restoring the applications and the configuration, restoring the files, and so.
In my past I had to deal several times with call centers, and I even been part on a call center as support engineer… And NEVER ahve been treated as if I was stupid from the moment 0… Very Bad for HP.