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Scott Kuhl Warning: I may have no idea what I am talking about!

I'm ranting a lot today, must be the holidays!

Last night I had the pleasure of talking to the worst trained technical CSR ever.  And he worked for Microsoft.  If you want to skip the whole story just read the two sentences in bold.

The problem was with my Zune.  Over the weekend it stopped syncing.  I went to the Zune site and tried every solution on the site until I got to the last (re-install the Zune software) which worked.  The only problem I had was that I lost my play counts which I use to filter out listened to Podcasts and audio book tracks.

Then I noticed something new.  An icon would appear by all my songs that said I don't have sync rights.  But everything would sync and the icon would disappear.  This happened every time I connected my Zune, and on every track I downloaded with my Zune Pass before the re-install.  The songs I downloaded after were not effected.

So I decided to call Microsoft's Zune support to see if there was a fix and give them a heads up on the bug.  What I got was a real winner.

1 - He repeating my problem back to me incorrect 4 times.  You can't see your songs?  Your Zune won't sync?  You can't download?  and back again to You can't see your songs?   Finally he understood.

2 - I told him everything I tried so he went to get a supervisor.  Hold.  Hold.  Hold.  Okay, try to restore your library through the account management.  I told him twice already I did this, knowing that was going to be the first thing he suggested.  But he had me try again anyway.

Now this is pretty par for course for a level 1 CSR.  But things get really stupid after this.  He gets his supervisor again and comes up with a new solution.  Resetting my DRM.  Not a bad idea, but a little scary so I want him to just e-mail me the link so I can try it later.  I don't want to make things worse.  Get ready.

3 - He keeps trying to get me to search for a knowledge base article number that is too short.  I ask him to just read me the full URL.  Dead air.  Do you know what a URL is?  Nope.  He had no clue what a URL was or a web address or a browser!

4 - He decides to walk me through it since he can't figure out what a URL is.  This is a painful process of click here, click there when we get to this:  Open your DRM folder.  Where is it?  On your computer.  Duh, where on my computer.  C.  The root of my C drive.  Huh?  Wait, do you know what a folder is?  Nope.  He had no clue what a folder or directory was!

Where is Microsoft getting these people?

Posted on Tuesday, December 19, 2006 9:51 AM Rants , Zune | Back to top


Comments on this post: Worst Trained Tech Support Ever

# re: Worst Trained Tech Support Ever
Requesting Gravatar...
No kidding, thats crazy. Did you try to speak directly to his supervisor?
Left by Dave Redding on Dec 19, 2006 10:41 AM

# re: Worst Trained Tech Support Ever
Requesting Gravatar...
He said his supervisor was unavailable when I asked. I am hoping I get one of those "How are we doing" surveys.
Left by Scott Kuhl on Dec 19, 2006 11:18 AM

# re: Worst Trained Tech Support Ever
Requesting Gravatar...
India, that's where!
That's why Bill G. made the recent trip over there.
Left by Scott Miller on Dec 19, 2006 12:10 PM

# Zune Has Worst. Support. Ever.
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As I posted yesterday , Zune finally released its Windows Vista compatible client. I had called Zune
Left by Geeking Microsoft on Dec 20, 2006 10:21 AM

# re: Worst Trained Tech Support Ever
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you havent spoke to the HDS (hitachi data support) before

i'm sure they're much worst than this. (in terms of manners)
Left by ray lim on May 13, 2008 8:09 AM

# re: Worst Trained Tech Support Ever
Requesting Gravatar...
anyone ever spoke to ebays CSR, for my part, i think they are the worst tech support in the world...you fax them a document and they are not even able to answer you if the have received it....this is incredible, by the way, they also don t have any supervisors available and no phones....wow in 2008!!!!
Left by guy pissed against ebay on Jul 03, 2008 4:29 AM

# re: Worst Trained Tech Support Ever
Requesting Gravatar...
I bought MSI Wind U250 and I was looking for some information on BIOS settings and RAM upgrade that I couldn't find in the documentation. I tried contacting MSI UK Tech Support - haven't heard from them: it's been 2 month now and it doesn't seem like I will ever hear from them. Then I posted to MSI Global Tech Support - they only responded once for every ticked I submitted after 7 days from the submission day (!) and yet none of those was resolved. Either they were asking for more information or giving non-relevant response probably from templates. And that was all - no more replies from them in 3 weeks. Now what kind of Tech Support is that? Those guys suck! Don't buy from them.
Left by harduser on Mar 28, 2011 11:52 PM

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