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No Calls

(keygen.sh)
1603 points ezekg | 1 comments | 16 Jan 25 14:17 UTC | HN request time: 0.265s | source
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stapedium ◴[16 Jan 25 15:43 UTC] No.42726792[source]▶
If you are selling to a non-technical user, phone calls give them a hint of your support. Email support is horrible. Turn around times are too slow. This is the reason I wont buy another framework laptop.
replies(3): >>42727279 #>>42728818 #>>42734249 #
1. necovek ◴[17 Jan 25 04:58 UTC] No.42734249[source]▶
I've had both great and terrible email support (great where L1 immediatelly involved L2 support and I got a straight up solution in 15 mins, for instance), but getting something done over a voice call has never been that great!

If L1 can solve things for you, a call sometimes can work, but really, if they can't, it meant multiple calls with L1 and multiple calls with L2 (in one recent example, it took 4 months for an issue to be resolved by internal support at BigCo where I was repeatedly asked for the same screenshot, including them recording me get to it a number of times, until I pinged their manager's manager via email pointing how they have the solution in there if they only read my emails, and got it resolved 2h later).