Lately I've had plenty of opportunity to deal with vendor tech support, mostly because of the additions we're making to the NETWORK COMPUTING labs, and I've discovered that it ain't what it used to be. In fact, tech support is about as painful as a root canal ... without the Novo-cain. I don't remember it being this bad. In my previous IT position, I dealt with tech support regularly. Occasionally I found it frustrating because the support people knew less than I did. But usually the folks I dealt with were competent, and if they couldn't help, I could count on them to bump the call up to someone who could. Now, though, just reaching someone who understands the problem is a miracle.
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