Advanced Tech Support Reviews

Unrealistic call times - 20:00 is the limit. If your call time is 20:01, expect to have a "team lead" perched on your shoulder nudging you every second asking why the call is taking so long. This doesn't include "non connects", where the system can't go online, or worse yet, boot to the desktop. It takes John J. User 19:30 to establish a remote session, because they're doing one or more of the following: Typing web addresses in the search bar instead of the address bar. Mistyping the web address despite the fact you're literally spelling it out for them phonetically. System runs crazy slow. You have user power down the system to go into safe mode. System takes 5 minutes to power down (literally) Then, you tell them to continually tap the F8 key to boot a system into safe mode. What's the user do? Presses and holds the F8 key, instead of following your instructions. So now the system boots into normal mode, and that takes 5 minutes. You have them restart the machine, which takes another 5 minutes to power down/restart so you can get into safe mode. By this time, your call length is somewhere in the teens. Yet, you're still expected to troubleshoot an issue in less than 3-4 minutes. If you ask for advice on how to shorten your call times? Because after all...the people that are calling are the most tech-savvy in the world, right? The best advice your given is "get them on, get a remote session established, get them off" ...While that's great if your going for the Guiness Book of World Record for most useless answer, it's not great if you're constantly getting harangued about your call times. Short - EXTREMELY SHORT - training period. I was literally in training for 1 and 1/4 days before put on the phone. No "dry runs". No shadowing with more experienced "technicians" Incompetence run amok - if I had a penny for every time a call started with "Yeah, I had you guys work on my computer x days ago, and it runs worse now than it did before your colleagues worked on it", I wouldn't have to work. RegCure Pro. My own team lead - Andrei Schendra - point blank told me that RCP was causing a lot of problems...deleting wrong registry entries, deleting drivers, etc. ATS Toolkit. How technical do you have to be to click a few buttons and let an automated script delete important stuff like Event Viewer entries (which, are pretty critical when troubleshooting. Ooops. Wait. I forgot...no troubleshooting can be done in the 3 remaining minutes, you have for the call) Driver updater. I don't know anyone, aside from gamers, that regularly update their drivers (unless the system is acting screwy to begin with). Yet, this program, single handedly bogs down a system the most. But, the customer already bought/paid for this program, so uninstalling isn't an option, and neither is telling them to get their money back because they don't need this software. Panda Internet Security. Not a bad program, actually. However, you have sales agents making sales of this software, without 1. Informing the cust that if they already have an internet security app (ie: Mcafee/Norton internet security), that app has to be uninstalled otherwise it'll conflict & bog down the system. You spend 15 minutes establishing a remote session (see unrealistic call times), then another 4-5 minutes troubleshooting why their system is running slow, and you find that they have McAfee Internet Security, Norton Internet Security & Panda Internet Security all running. You explain to the customer that they have multiple security apps running? First words out of the customers mouth is "Well how come they didn't point that out" But hey, that wont stop them from selling PIS 2014 to the customer, not telling them it'll conflict, then having a second (and usually a 3rd & 4th) call. Why a 3rd and 4th call? Well, because typically it works like this: Sales agent sells the customer on PIS 2014 and/or PCMRI Anti malware. Cust already has an existing I/S suite - Mcafee, Norton, Kaspersky, take your pick PIS 2014/PCMRI Anti Malware will get installed on pc, without removing the other internet security applications. System now runs like frozen molasses. (See unrealistic call times) Cust calls back (see "incompetence run amok") 20 minutes to establish remote session Escalate it to "senior tech" Cust waits 2-3 days for work to be performed Cust calls back saying work was not performed - now your starting a 3rd 20 minute call (titled "rework" for the level 2 guys) to re-establish the remote session. Incidentally, I was in a hired "class" of about 30 new employees. Within the first month, 22 out of 30 were let go, due to having no technical skill. That begs to be asked, why on earth were they hired in the first place?

• Lunch/Meal-Time — Although the company provides free lunch, you have to eat your lunch (most of the time) while on the phone with customers because there is no official lunch-break • Breaks — Company allows only two 15-minute breaks—most of the time you have to beg for breaks due to non-stop inbound calls from customers, and you would need management's approval for breaks. • Restroom Breaks — You always have to let management know that you are going to the restroom. If you do not, you will get a verbal warning, which could lead up to a written warning. • Day In The Life of A Tier 1 Technician: (8am - 4pm Shift) • Arrive to work 15 minutes before scheduled time to prepare to take notes (using notepad) for each session with customers when shift starts and open the two programs (I will not name out of respect) which we use to take calls and receive customer information. • When 08:00 hits, log-in to those two programs and almost immediately receive the 1st phone call. 1st phone call almost-always begin like this: Tier 1 Technician: Thank you for calling (insert company name), my name is (insert name). Can you please verify your name for me? Customer: My name is (insert first and last name) and you guys were working on my computer all night and still is running slow. I paid over +$300 for your services and my computer is worse off than what is was before. This is my 3rd (4th or 5th) time calling and if this computer isn't fix by today, I want my money back! Tier 1 Technician: (read empathy script) I am sorry you are still experiencing this/these issues, it is my goal to resolve this issue(s) as quickly as possible, (blah blah blah) • After 15-30 minutes of trying to get remote access to the customer's computer, we (as Tier 1 Technicians) finally begin to try and troubleshoot the customer's issue. Keep in mind, we are only allowed a 15-20 minute call timeframe. If we go over 20 minutes, expect a supervisor or floater (a supervisor who walks around to assist Tier 1 Technicians) to breathe down the back of your neck wondering why the call is taking so long and wants you to wrap up the call with the customer. • Overall Message — Customer Service here at this company is a joke. Personally, I feel hurt everyday as I speak with and get to know some of the customers I speak with on the phone, knowing that our company sells them garbage software products which really cause more problems than good. I got written up because I spoke the truth to customers letting them know that the products we sell are no-good for them. The Sales Team almost-always lie to the customers so they can make a quick buck, and scam these un-informed, elderly, and in-experienced PC Users. Everyday as I work there, I am closer and closer to just walking out on the company because they have shady business practices and I pray to God that some change would come to promote more Customer Satisfaction than Call Resolution Time (or excellent call-times). For potential employees for this company, be aware of what I typed here. You may see a pretty side during training or even during the interview process, but once you hit the call center, you will be just another cog in the big gears of lies and deceit. For potential customers, be very aware of what I typed. The Sales Agent will tell you anything so you will purchase our $250+ Services and Support, and even more for our software products. Steer very clear from this company.