By Dan Tynan
(January 25, 2005)
TUESDAY'S TERROR (nightmare #2 of 5)
THE CASE OF THE TECHIE WHO SPOKE NO ENGLISH
CAN THIS NIGHTMARE BE SOLVED?
Here's what to do if you can't understand your techie or can't make yourself understood.
Tired of hair-raising hold experiences? Interactive chat support can often provide real-time solutions without long waits.
2. Try chat support if your vendor offers that option. Though you may still have to deal with someone whose grasp of written English rivals that of Boris Karloff's Frankenstein, you can avoid the heavy accent and the bad phone connection, and they will usually e-mail you a transcript you can refer to later.
3. Go to the next level. Nine times out of 10, the flunky who answered the phone is just reading answers off a screen. If he or she seems stumped, ask to speak to a level two technician and/or a supervisor. These are the real geeks in the operation. You may have to wait for a callback or encounter a techie who refuses to forward your issue, but it can't hurt to ask.