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Previously on "Are all technical support staff total idiots?"
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You're confused by the job title. "Technical" is just there to make customers feel more comfortable. In the context you describe, it simply means "post-sales (very little since we've already got your money, ha ha)".
Pre-sales support is far better as it is a profit centre rather than a cost centre.
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Are all technical support staff total idiots?
<rant>
Think I will give up bothering, they seem incapable of understanding what is written, let alone finding a solution.
Latest example, I found the order details string passed through a payment provider was being truncated and left a very specific support request. Got a reply email saying there should be no documented limit on the string and they would look into it. Then a reply in poor English saying the product description (nothing whatever to do with the customised variable I referred to) had a limit of 255 chars. Previously, I have asked hosting support teams to look at a problem with delayed emails only to find they no longer worked at all and the DNS settings were all messed up.
Not just online either. My sister paid a local company last week to fix a problem with QuarkExpress freezing and they couldn't sort it. The solution (clear the appdata files) was in the 1st Google item I clicked on!
</rant>Tags: None
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