It was late. I was struggling with one workstation to update it from one out of date operating system to the newest, and it was not cooperating as technology sometimes will do. It was throwing errors that I had never seen before, and finally realized that this fix was beyond my experience. So, I contacted a support desk by text because of the late hour and crossed my fingers that they would find a solution.
For the first five minutes, I watched them do the exact same troubleshooting steps that I had done, and I sat patiently understanding that this was part of the dance. Eventually they came to the same final step, and it threw the same error. What happened next surprised me and started to eat away at what patience I had left, at that late hour.
“What are you doing?” I typed.
“Checking my work sir.” They typed back.
“I’ve been watching you, and you didn’t miss anything.”
They continued to follow the same actions and eventually threw the same error.
“Can you stand by for a few minutes?” They typed.
“Sure.” (It was checking with the supervisor time)
It eventually went from a few minutes, to 15 minutes, and I moved to updating other workstations and came back to find this chat message on my screen.
“We can’t fix your issue over this platform when you have a server.”
“Are you still there?”
“Yes sir.”
“I don’t have a sever.”
“We cannot fix your issue over this platform when you have a server. You will have to call the 800 number in the morning when support is open.”
“I don’t have a server. Aren’t you support??” I pounded on the keyboard wondering if I was interacting with a real person.
No answer.
“I DON’T HAVE A SERVER!” (A quote.)
No answer.
“Are you there?”
No answer. They were gone. I was sitting there in the middle of the night with the same problem and no solution. I had called support and received no support. I worked the rest of the night angry.
In the morning, I called the 800 number and contacted support when they opened. They remoted in with me and fixed the error in less than 15 minutes. Of course, I asked them why support over chat could not do the same. They told me they should have. When I shared that they could not because I have a server, I watched my computer screen fly between network menus, and then fell quiet.
“Sir, you don’t have a server.” I heard over the phone.
“THAT IS WHAT I SAID!” (A quote.)
They did not have an explanation for the lack of service.
Technical Support should never be without support (it Is in the name for gosh sake). Technical Support should never leave you feeling alone. I have been following and interacting with Compass Computer Group for the past six months, and I have found them much more than just a support service. All support services have Techs and equipment. What Compass has is very special. Doyle, the Owner has a vision for each one of his Clients, and he tailors that vision specifically to each need. The Techs come to know each Client and the Clients come to know each Tech. This is just scratching the surface of many qualities that I will talk about in future articles. But for now, this all adds up to something very special.
For Doyle when he founded Compass Computer Group, it was about Compass being there for its Clients. When interaction happens over the phone, there is a connection. It is a person talking with a person and not a person talking with a computer. Compass will find answers when service takes a wrong turn. Compass adjusts it services to the need of each Client and finds a solution in a timely manner. Compass Computer Group is people taking care of people, and when that happens, the Client is never alone.
Written by: Dale Hansen, Marketing
