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Frustrated With BAD Tech Support? You’re Not Alone

Recently, a surge of Reddit comments surfaced, highlighting a slew of poor customer service experiences with tech support. Although I usually avoid Reddit and its crowd of chronic complainers, I decided to read through a few posts for research purposes, given my industry background. Some complaints seemed so far-fetched—like the woman who claimed a technician took a bathroom break in her attic—that they appeared almost unbelievable. However, other more common issues were ones I've personally encountered, and to be honest, they were incredibly frustrating.

When you face a tech emergency—whether it's a malfunctioning printer, hardware issues, Internet connectivity problems, login difficulties, or similar challenges—poor tech support only amplifies the frustration. This results in employees who are unable to perform their tasks efficiently because they are busy troubleshooting tech problems and waiting on hold with an IT company that is "looking into it." It also leads to irritated customers who just want a seamless experience when interacting with your organization.

Such issues can ultimately drive away both customers and top-performing employees to competitors that don't face these daily challenges. Initially, it might seem exaggerated that a few unresolved tech problems could cause such disruption, but as these issues persist without resolution, resentment builds. Eventually, this dissatisfaction will push people to seek out organizations that don't have to deal with these headaches.

So, what can you do to address this problem proactively? Start by polling your employees. Ask questions that will help you evaluate your current IT company's performance and determine if they are handling your team's needs efficiently. Here are some questions to consider:

  1. Do you experience any recurring technical problems that haven't been fully resolved? If so, what are they?
  2. How would you rate the response time of the IT support team when you encounter a technical issue?
  3. Have you found the IT support team to be knowledgeable and helpful in resolving your issues?
  4. Do you feel that the IT company communicates effectively and keeps you informed about the status of your requests?
  5. How would you describe your overall satisfaction with the support provided by our IT company?

These questions take only a few minutes to answer and can provide valuable insights into whether your current IT team is effectively managing issues or if there are underlying problems within your organization that need attention.

If you want to see what excellent IT support looks like, we offer a FREE consultation for your organization.

Here are some ways you can utilize this time with us:

  • Diagnose any computer network problems you are experiencing.
  • Assess your network's security against hacker attacks and viruses.
  • Scan and review for spyware.
  • Check your network backup system to ensure it is functioning correctly.
  • Diagnose slow or unstable PCs.
  • Discuss a project or upgrade you are considering, or even get a second opinion on a quote you received.

Taking these steps can help you get ahead of tech support issues and ensure your organization runs smoothly.

To get started, give our team a call at 916-884-0400 or click here to book yours now.