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Why do people not use Tech Support help

Discussion in 'Random Discussion' started by Davey7549, Oct 19, 2003.

?

Why do people take computers in for repair?

  1. Do not have time for it, lives to busy?

    9 vote(s)
    18.8%
  2. Bad Experience previously with Tech Support?

    13 vote(s)
    27.1%
  3. Fear that they will make it worse, break it, or lose all their data?

    23 vote(s)
    47.9%
  4. Lack of Knowledge or perceived lack of knowledge on their part?

    24 vote(s)
    50.0%
  5. Have no idea support is available Online?

    8 vote(s)
    16.7%
  6. Do not understand Instructions given?

    11 vote(s)
    22.9%
  7. Did attempt a fix but failed?

    8 vote(s)
    16.7%
  8. Overwhelmed with possible suggested fixes?

    10 vote(s)
    20.8%
  9. The heck with it... it is still under warranty!

    7 vote(s)
    14.6%
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  1. Davey7549

    Davey7549 Thread Starter

    Joined:
    Feb 28, 2001
    Messages:
    11,584
    Looking for honest opinions here from personal experiences with friends\family\coworkers ect.

    There are many individuals that have troubles with computers. Learning, Viruses, Hardware problems, Incompatable programs, or just plain I am not sure what happened! These people do little in attempting a fix for themselves and either live with the problem or take it in. They can be advised on what to do and many ask a thousand questions of others yet never act on the advice and still take it in.

    What do you think is the main reason most people never attempt to fix their own units?

    Dave

    Note: Multiple choice in Poll is available....
     
  2. Perfesser

    Perfesser

    Joined:
    Jun 1, 2003
    Messages:
    237
    I'd say 'lack of knowledge on their part' for the main reason; how many threads here would not be here if the person needing the help had run a Google on, for example, 'Blaster worm?'
    My runin with that one was typical: my brother's computer had been offline (bad modem) for a month when I got to Louisiana; he'd just let it sit until I got there. Installed the modem, dialed in to get his mail and the symptoms started! Had to go next door, dial in with Dad's machine and find out what the h*** was going on and get the fix.
    A lot of people are scared witless of technology; my brother, his kids, and my Dad all use computers and the 'net. Dad is 81; I gave him a computer about 2 years ago, showed him how to start it and shut down, how to use a trackball; then he ordered books and taught himself how to use Windows and the internet. I have no doubt that he would try to fix it himself if it quit on him. But Mom is convinced that one of their computers is going to put 'nasty pictures' on the TV screen one day.
    Of course it might be bad experiences with tech support; take a look here:
    http://www.techtales.com
    Knowledge comes from experience.
     
  3. Steppinstone

    Steppinstone

    Joined:
    Aug 18, 2002
    Messages:
    2,798
    I voted for fear they would make it worse ect...

    When I first got a computer I was afraid of it! While the kids wanted to hop right into surfing the web I wanted to learn more about the box in front of me, I don't think I really learned how much there is to the computer world intil finding this site which I read just like the newspaper each day!

    Just a shout out that I just WUV it here!!!!

    Chari
     
  4. SexyTech

    SexyTech

    Joined:
    Mar 27, 2002
    Messages:
    8,460
    Having worked tech support for many companies over the last "Too Many" years, the trend of PC makers and ISP's is to outsource the technical support duties to a 3rd party company.

    Most of these outsourcing companies get paid by the call and alot the techs that they hire are fresh out of school or can't find any other jobs(Basically $10/hr techs). This leads to not the most knowledgeable techs and techs that are under stress to make call numbers. Another aspect of outsourcing companies is to have facilities in other countries, such as India, where they can pay someone $3000 per YEAR as opposed to $25-40K per year here in the states!

    Over the years, I have gotten tons of compliments for fixing things that other techs have simply told them "You need to format and reinstall Windows". The outsourcing companies and their "Numbers Driven" business practices have caused many problems for consumers. I guess the biggest reason is that people are getting tired of the phone techs doing the ole "Hose & Close" with them and they'd just rather take the PC in to a shop and have them fix it.
     
  5. eddie5659

    eddie5659 Moderator Malware Specialist

    Joined:
    Mar 19, 2001
    Messages:
    33,393
    A lot of my friends, when they have trouble with a pc, either call me, or just take it back to the place they bought it from, if its under warenty.

    If not, they tend to live with it, until I pop round for a few beers.

    This was the case a few weeks back, when someone had a problem with it freezing all the time.
    I was there housesitting, and he mentioned it before they went on holiday.

    It had been like that for a few months.

    eddie
     
  6. CyBerAliEn

    CyBerAliEn

    Joined:
    Nov 25, 2001
    Messages:
    1,209
    I think there are several factors.

    As already noted, fear is certainly a big one. A LOT of people know NOTHING more about computers beyond: turning it on, turning it off, getting online, getting offline, browsing the internet, checking email. Such people and others know nothing, and usually don't want to do anything to their computer that might make it worse or "break" it. For example, with people I work with, they don't even bother to fix it themselves, and I don't blame them, because they probably would do something to make it worse, even if attempting to follow help at this forum.

    Another big one is lack of knowledge, which sort of applies to the above. Most people don't know much about computers. So they're likely not to do anything themselves to fix it because of it.

    Another one that I can think of is simply that they don't care about fixing it, how it gets fixed, just so long as it gets fixed ASAP. For example, my boss knows nothing about computers beyond on how to do business on them. Something happens, he doesn't care what the problem is or who/how it gets fixed, he just wants it fixed right away so he can continue doing business with little to no interruption.

    Now honestly I see nothing wrong with people not wanting to fix a problem themselves. This has created a whole industry that fixes computers, etc. If they don't feel comfortable fixing it themselves, or simply do not want to, why should they? I don't have a problem with them sending their computer back because of warrenty, sending it to repair shop, etc.

    Now also... if someone posts here at TSG and wants help, is given help, but doesn't use the help... then I can certainly see the frustration in those circumstances. Why even come here if your not going to take the advice, right?
     
  7. Aaron.W

    Aaron.W

    Joined:
    May 8, 2003
    Messages:
    485
    I voted all of them. In many cases I've seen more than one apply.

    That's why my friends call me. I just go there and fix it in exchange for a visit and some good home cookin' ;]
     
  8. Jonesiegirl

    Jonesiegirl Guest

    Davey... I voted 'Fear they'd make it worse...'

    I recently had a friend bring his laptop over, in hopes that I could tell him what might be wrong with it... He was going to take it to a shop, but I convinced him to let TSG have a whirl at it first. The laptop was infected with a virus, the blasterworm (among other things). So, I started a thread in the security forum, with much apprehension because I doubt my own capabilities. I received a lot of great help as myself and the TSG team struggled through one problem after the other. Towards the end of the thread, I found myself feeling a bit more comfortable... because there were a chosen few, Candy and Jay, (and Debe, via PM) who kept prompting me to do this and try that. I learned through my trust of these great people, that if I'd just relax and follow their advice, most likely we'd have a fixed machine. Well, lo and behold, we do have a fixed machine. :)
    There's still a few things to be tended to, like windows updates... but all in all, the end result is great! (y)


    (I even flashed the BIO'S! :eek: )
     
  9. Schnitzu

    Schnitzu

    Joined:
    Jun 5, 2003
    Messages:
    5,062
    Hey, Jonesie -- your story is similar to mine.

    I am not a teckie, but I believe myself to be a more sofisticated user than most.

    I had a wierd problem that should have been easy to fix -- spyware to be removed. I ran Spybot and Adaware, but they could not remove the thing. I researched the issue, but nothing I tried helped.

    I came to this site and made a post, but I was sceptical about getting the right help. Rollin' Rog took on my problem with a passion. I gained a lot of respect for Rollin' at that time.

    I eventually solved the problem myself, and posted my solution in the thread. To my surprise, several people then popped into my thread and thanked me for posting the solution -- they had been having the same problem, and my solution worked for them! It made me feel good that 1) I helped others, and 2) they took the time to thank me!

    I've been hanging around this site off and on ever since. It's funny how you kinda get to know the regulars here. A lot of good people, and a lot of fun.

    ...Schnitzu
     
  10. pyritechips

    pyritechips Gone but Never Forgotten

    Joined:
    Jun 2, 2002
    Messages:
    26,907
    First Name:
    Jim
    Hello Dave:

    There are many reasons out there, therefore I made 4 choices.

    In my experience I have found that the majority of computer problems come from spyware. People are merely computer users and are not even aware of spware, what it is, how it affects the computer nor know how to get rid of it. All the big, sexy viruses will hit the prime time news and most people know of viruses but it is my belief that spyware does far more harm to systems than viruses do.
     
  11. Mulderator

    Mulderator

    Joined:
    Feb 20, 1999
    Messages:
    51,022
    It's more fun have someone else work on your unit! :eek:



    ;)
     
  12. Sooky 47

    Sooky 47 Gone and dearly missed

    Joined:
    Nov 6, 2001
    Messages:
    7,281
    Fear that they will make it worse, break it, or lose all their data?

    Lack of Knowledge or perceived lack of knowledge on their part?

    These two items received my vote ..... I have come aways since my first computer some 5 yrs. ago. I am not all that scared of the box that sits infront of me anymore. Even though in the beginning I thought it was smarter than I was ( ha ha ) I have learned sometimes the hard way ... but lessons have stuck.
    Now I figure, what is the worst that can happen ....... that I have to reformat and start over , no biggy!

    If it is hardware I am unknowledgeable and will take it in for repairs if I can't do it myself.

    Lu
     
  13. 700mb80min

    700mb80min Banned

    Joined:
    Jul 24, 2003
    Messages:
    2,025
    Myself and eveybody here was a bit intimidated by their first experience with a computer . People who don`t know any better , think by messing with a system ( not internally of course ) that they will " break " something and cost alot of money to fix. In reality in a few minutes to a couple of hours , you can usually "fix" something done by a home user at no cost at all.
     
  14. hewee

    hewee

    Joined:
    Oct 26, 2001
    Messages:
    57,791
    I think fear on doing something you never did before.
    And if you get many replys and they are not the same answer on what to do then you have try and find out if all the answers are or can be right or just some are right.
    But just reading post helps out as you learn from reading the threads.
     
  15. moonmist

    moonmist

    Joined:
    Feb 27, 2003
    Messages:
    32,916
    Didnt notice i could have voted for more than one Davey.......i voted lack of knowledge on my part.........but i would have added, Do not understand instructions given....... due to the fact i have lack of knowledge and so goes the circle.....ehhehe.....you could add that vote for me if you like.........thanks.....Cloe
     
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