Manufacturers Tech Support

[UNG]

Is just me or does anyone else find the level of manufacturers tech support is going downhill and getting to actually speak to someone who has the technical product knowledge to solve a technical issue is becoming harder to achieve

These days tech support seems to vary from a customer service bod looking up and reading stock answers from the screen with no clue what they are on about to someone that actually knows the product inside out and then there is various levels in between

In the past one problem I had actually got flipped back to me, when I contacted the tech support team and explained the issue they quite blunty told me they could not provide a solution but if I did resolve the problem could I let them know the solution so they could update their tech notes

With some things becoming more tech orientated I do wonder where we will end up

 

[kerching]

I went to a trade show in october
I asked the following question "can I test Zs on a Type A RCD using the no-trip setting on my Fluke 1654B ( bearing in mind it has a setting for type A RCDs on the RCD setting )?
I asked CED
Hager
Eaton
schneider
Fluke
Lewden

They all said they would get back to me
Hager contacted me for clarification of m question
Some idiot from Fluke told me I could test RCds with it, he repeated this on 3 occasions when I told him that was not my query

To date a total of ZERO companies have given me an answer

 

[Fleeting]

Back in the summer I was using a new meter which kept dropping the Bluetooth connection to it's remote sensors. I spoke to tech support who went through the setup several times, exactly what I had been doing so eventually I ended up on an email chat to Italy with tech support here acting as the middle person and a lot was lost in translation to the point some made no sense whatsoever. Eventually they said send it back and we will replace with a new unit which worked fine, with it's sensors it was £6k+.

 

[binky]

since when did engineers matter more than sales staff

Alas it's part of dumbing down as enacted by profit motives rather than service and quality. Having said that, I had a custoemr with IT issues with his SMA inverters and connecting to the internet, the down side of having a nice country house. Whilst they struggeld like hell to resolve any issues, they certainly tried their best to do so, with inputs form several countires inclusing an absolute buff in Belgium. Its mostly working fine now, with occasional breaks in comms, but a lot of the issues was the internet connection rather than the gear itself.

 

[Armeg UK]

Ahem!


Phil.

 

[mort2376]

Obviously @Armeg UK as in life there are exceptions to every rule !