tech support is more like "college student reading from a manual report"

what we use to know of tech support is no more.
it use to be, we could speak to that one guy
who knew the product in and out, and could really
answer your questions,
now its, a college student who doesnt even know
half the terminology of photography trying to convince
us they can be of help

a certain percentage will be purchased by know-nothings, who will clog the tech support lines with questions that could be answered by reading the manual ... so they hire more personnel ... warm bodies. It works the same way in software ... although they may have a multi-tiered support system where the smart guys/girls are in tier 2 or 3.

deshawn said:

what we use to know of tech support is no more.
it use to be, we could speak to that one guy
who knew the product in and out, and could really
answer your questions,
now its, a college student who doesnt even know
half the terminology of photography trying to convince
us they can be of help

Click to expand...

That's pretty unfair to college students. Most college students have a chance of understanding what they're reading. Tech support people...

--
Ron Parr
FAQ: http://www.cs.duke.edu/~parr/photography/faq.html
Gallery: http://www.pbase.com/parr/

ahem? That blanket statment seems a bit unfair to me. Most of my friends who are also college students are more versed in digital technology than anyone else I know that is out of the age group. We're the generation of technology, so pointing your finger at college students is rather uncalled for.

I see your point, but do you have to make a blanket statement about college students? Why not just say that it doesn't make sense for them to hire unexperienced people to staff the tech support centers. Unexperienced people come in many age groups -- especially with rapidly advancing technology.

Take Care,
Ben Horne

http://www.benhorne.com

Canon 1D, 17-35mm f/2.8 L, 50mm f/1.4, 70-200mm f/2.8 L

deshawn said:

what we use to know of tech support is no more.
it use to be, we could speak to that one guy
who knew the product in and out, and could really
answer your questions,
now its, a college student who doesnt even know
half the terminology of photography trying to convince
us they can be of help

Click to expand...

deshawn said:

what we use to know of tech support is no more.
it use to be, we could speak to that one guy
who knew the product in and out, and could really
answer your questions,
now its, a college student who doesnt even know
half the terminology of photography trying to convince
us they can be of help

Click to expand...

I can understand where you are going with this but it is not as unfair as you think. I tried to convince the people at microsoft that I had a problem with a MS program. I explained and the person on the other side of the phone had no idea of the terminology I was using. They do this on purpose. They deal with people on a very surface like basis to keep the telephone lines going. If there is no immediate solution you are asked to call another number or direct it to tech support via email or they simply say we have no answer and it has never happened before. Most people have simple problems and talk in simple terms. Simple trained support staff is adequate for that. If a problem becomes too big or you use heavy technical language and they wonder what you are talking about, you must ask for their second line of support. Microsoft did exactly that, I was now talking to a person that was hired as an outside support person that was actively using the product I needed to know about. Problem solved in about 30 sec.

Your particular observation is valid in that there must be people as tech. support that actually know all this. Many companies now start forums with company input. Nikon stopped this because it became too much but this forum here is by far the best for solutions. Now you can be advised by total amateurs (most of the time) and you are actually happy! All these amateurs are experts in tiny bite sized areas.
Rinus of Calgary

Don't know about them being college students, but I do know they are very unhelpful. At least at certain camera manufacturer with the initial N. Been in touch with three different people there on three different occasions. Get the same sort of answer every time. "Never heard of that problem before". Or " couldn't find any info on that". So ya... I know where you are coming from

deshawn said:

what we use to know of tech support is no more.
it use to be, we could speak to that one guy
who knew the product in and out, and could really
answer your questions,
now its, a college student who doesnt even know
half the terminology of photography trying to convince
us they can be of help

Click to expand...

That is the one I talked to as well. "Never heard of that before". It is NIKON and that was just after the Nikontech forum was eliminated. I had to do a lot of research on theis forum and quote someone to get action on replacing the switch of my Nikon 990. There is nothing now to check except this forum. One good reason to really think about which camera to buy.
Rinus of Calgary