Why does PC support stink? Too Many PEBKAC Issues
I have never heard of this clown before, but he is apparently "in the industry". Charles Cooper from CNet decided to ask the question, "Why does PC support stink?". He is under the impression that his support issues with Symantec are all Symantecs fault and are a prime example of the tech support field.
All he really shows in this article that he wrote is that most problems people have with their computer all come down to the same issue. This is something that causes more computer trouble than all virus's, spyware and Microsoft bugs combined. This issue is something called PEBKAC. Problem Exists Between Keyboard and Chair.
What do I mean by this? All headaches that Charles had were all user problems and misunderstandings. Not problems that Symantec caused.
What Charles was upset about was he was being charged for calling tech support. Symantec makes no hidden claims in what the charges are. Go to their support page.
Fee-based Technical Support
$29.95 per incident, 6 A.M. to 5 P.M. PT, Monday through Friday
(Fee may be waived if Support Representative determines that the issue was caused by the product.)
Virus Removal Support
$39.95 - $69.95 per incident, 6 A.M. to 5 P.M. PT, Monday through Friday
That seems pretty clear to me. But, what is the other thing that Charles was upset about. Oh yea, he had to wait for two hours on hold. And, he called on a Sunday. But, the hours listed show they offer support Monday-Friday. I would say he is lucky anyone ever answered. Does this guy think the world should just serve him however he wants whenever he wants at his terms? If they state that they offer support at a certain amount at certain times, that's what will happen. Don't complain because you can't comprehend basic English.
Now, don't get me wrong. I am not saying that nothing is wrong with Symantec at all. That is quite a bit of money to pay for support. At the same time, computer support is just expensive. But, that's why you shouldn't purchase software if you don't agree with the terms of the cost's assoicated with using and supporting the product. I mean, there are alternatives to Norton Anti-Virus. Acutally, there are some pretty decent free one's such as AVG and Avast. At least if you went that route, you wouldn't feel so ripped off if you didn't get something for free that you were execpting.