| Recent experience and and excellent article in CIO | | | | My history belies that perception. I’m an |
| magazine have me thinking about some of the things | | | | ex-Peace Corps Volunteer, speak several languages |
| that are wrong about the Culture of Technology. | | | | and was Director of the Human Rights Center in |
| The article in CIO magazine "How to Save the | | | | Portland, Oregon. |
| Internet [ the hilarious March 28 post (India Calling) at | | | | However the issue is customer service, satisfaction |
| the Landmark.org Blog (I found them because they | | | | and the costs involved. As documented in Bud |
| had signed up for my "Blinking Cursor PC Security | | | | Stolker’s Landmark.org blog, there is a |
| Newsletter"), my own experience with HP Technical | | | | difference not only in language (yes, I know that |
| “Support” and Technical Support with | | | | English is the primary language of India, where much |
| Western Digital about an external hard drive all have | | | | of HP Tech Support is located - but just because it is |
| something in common. | | | | "English" does not mean it can be understood!), but |
| They all highlight the fact that Technologists | | | | also culture. |
| (software and hardware companies) don’t get | | | | Here is the script with which the HP Tech Support |
| the fact that the vast majority of their consumers | | | | phone is answered in India: |
| are not Technologists! | | | | “Denku for galling HB. Sor, id is my gol to make |
| One of the points that the CIO article (about | | | | zhur you ar gombleedly sadisfied doday, ifa denny |
| improving the security of the Internet) makes is that | | | | dime you need me to sbeeg slowoor or rebeet |
| Technologists should “Treat End Users Like | | | | zumding, I will be habby do do zo.” |
| The Dummies They Are.” | | | | That’s all very well and good, that they |
| While the characterization may be offensive, the | | | | address up front that there may be some difficulty |
| principle is legitimate (read the article). | | | | communicating. How much better would it be if they |
| For example, why should updating a computer | | | | ELIMINATED the problem? |
| system’s software to enhance security (i.e. | | | | Here are the other facts HP should be considering: |
| Microsoft SP2) NOT be automatic? (Yes, I know that | | | | 1) If the average computer user is calling Tech |
| for SP2 as of April 12 it is – but it’s the | | | | Support he/she is probably frustrated, upset, fearful |
| principle I am discussing). Why should millions of | | | | that their data will disappear and usually are under |
| computers owned by non-Technologists be vulnerable | | | | some kind of deadline. |
| to becoming Zombies and tools of hackers to invade | | | | 2) They usually DO have to ask Tech Support to |
| and compromise other computers? | | | | “sbeeg slowoor or rebeet zumding,” |
| Yes, there should be an option for the Technologists | | | | often many times. This costs the customer additional |
| to opt-out (they have more complex needs), but the | | | | time and stress and results in having to make multiple |
| default should mitigate towards a higher level of | | | | calls back to Tech Support (which costs HP more |
| security. | | | | money and loses them customers). |
| Another manifestation of the Arrogance of | | | | 3) I was once told to “take my computer to |
| Technologists is the information that comes with | | | | Radio Shack,” an “authoorized HB rebair |
| virtually any technology. It is almost incomprehensible | | | | fazilidy where a benge tegnizhun will diagnoz the |
| to anyone not specializing in that particular aspect of | | | | broblem.” |
| technology. Try reading any of the articles in | | | | Is anyone aware of a Radio Shack that actually has a |
| Microsoft’s knowledge base. The information | | | | “bench technician?” It was obvious that |
| necessary is there, but it might have just as well | | | | the Tech Support rep had NEVER been in a Radio |
| been written in cuniform. | | | | Shack. |
| I recently purchased a 250 GB Western Digital | | | | 4) When I asked to speak to a supervisor, I was |
| External Hard Drive as a backup, to follow my own | | | | told that they were all in a meeting. When I asked |
| advice in my PC Security eBook "Help! | | | | for the Tech Support’s name he said he was |
| Something’s Got Hold of My Computer and It | | | | not allowed to tell me. When I insisted, he said his |
| Won’t Let Go!” The instructions from | | | | last name was “Pavilion.” How strange |
| Western Digital for dealing with the file structure of | | | | that it was the same as the name of an HP product. |
| the hard drive were incomprehensible to me, and | | | | See Bud’s Blog for a similar situation. |
| even confusing and incomplete for Western Digital | | | | In the U.S., most call centers give a first and last |
| Tech Support. I pity the non-Techie who tried to | | | | name, and often a Customer Service |
| wend their way through this problem. | | | | Representative’s ID number at the beginning |
| Finally, there is the issue of outsourcing Technical | | | | of the call. |
| Support to other countries. | | | | The point is that Technology companies are |
| I know, the first thing that pops into people’s | | | | insensitive to the fact that their Customers are NOT |
| minds is “Here’s a guy who’s an | | | | Technologists, they are ordinary people who are just |
| ‘America Firster’ who is prejudiced | | | | trying to get the Technology to work. |
| against any foreigners.” | | | | |