National ISP Technical Support
How it works.

"We don't care -- We don't have to. We're the phone company" - SNL sketch

So, you're using MSN, AOL, Earthlink, or calling your favorite tech support hotline. Ever get the feeling they just want you to shut up? Thatís because they do. Read on for a look on how telephone hotlines are handled.

After a few months of working for a company that contracted to provide technical support for MSN, I had learned a lot about how these companies operate. The same ideals apply to any large-scale outsourced tech-support operation, whether it be an ISP, a computer manufacturer, or software. It's just another reason to stay with locally-owned companies that have their own tech support. They're generally better paid (marginally), and will know much more about the product than a national counterpart.

  1. Don't get angry at the tech, Asking for a supervisor is a waste of time.
  2. If it sounds like they want you to hang up; They do.
  3. We don't have problems, we have maintenance.

    21 in queue, service level 0
    blowing service level
    - from

  4. Do not expect the tech to have any idea of what they're talking about.
  5. Yes, they read from a script.
  6. Use those ticket numbers... Maybe.
  7. Never, EVER get DSL from a national ISP. Get it locally.

Finally, asking for a tech's name may not really help you. At any one minute there is at least 6,000 people in 10 different call centers all answering the same 1-800 number for MSN technical support. Writing a letter saying that "Bob" was rude won't mean a thing. Get the ticket number. An ID for the tech should be attached to the ticket number. Also, ask where in the world the tech is located. You may get some interesting answers.