[By Nic Lindh on Friday, 07 November 2003]
Reading through the forums on Macintouch, MacFixit, and those sorts of sites, there seems to be a great deal of confusion regarding the meaning of the word “unsupported.” If you call Apple, Microsoft, Dell, or whoever made the product you’re having a problem with, and they tell you that what you’re trying to do is unsupported, that does not necessarily mean that it’s impossible or will not work. All unsupported means is “we’re not going to spend the time to tell you how to do it.” That’s all. Now, what you’re trying to do may actually not be possible. It may not be within the realm of possibility to get your ImageWriter working with your Dell laptop. But that’s not what it means when Dell tells you it’s unsupported. It’s just not a part of what the company feels they need to help you accomplish. Hence, unsupported.
Remember that customer support is a necessary evil for companies. Every dime Dell has to spend on having somebody in a cubicle tell somebody how to install a printer driver is a dime that doesn’t go into the share holders’ pockets. There’s a fine line: Make your tech support to skimpy, and you’ll get a bad name among consumers; make it too extensive, and you’ll bleed money like a stuck pig.
Also bear in mind when you make that tech support call that phone support is the rat-infested, cholera-plagued trench of the tech industry. The perceived helpfulness of the rep you talk to will be influenced by your own attitude. If you’re friendly and respectful, you’ll get a lot further than if you treat the rep like a serf. Trust me on this. You’re probably frustrated when you call, since obviously something isn’t working right, but taking that frustration out on the rep will not help anybody.
Oh, and threatening to never buy the company’s products again will not cut you any ice whatsoever.
We are entertained by feline drama during quarantine.
It is certain, in any case, that ignorance, allied with power, is the most ferocious enemy justice can have.
Back once again with the sci-fi and general calamity. Includes The End is Always Near, Eat the Apple, A Memory Called Empire, Gideon the Ninth, Infinite Detail, Permafrost, Fallen, and The October Man.
Any sufficiently advanced incompetence is indistinguishable from malice.
Is there reason to upgrade from a 3 to a 5?
Plans are worthless, but planning is everything.
Often injustice lies in what you aren’t doing, not only in what you are doing.
After all these years, Nic still can’t understand the American attitude to healthcare.
The big thieves hang the little ones.
A sci-fi and fantasy heavy installment that includes The Valedictorian of Being Dead, The Mastermind, Broadsword Calling Danny Boy, Tiamat’s Wrath, The Raven Tower, The Liberation, The Light Brigade and Cryptonomicon.
Politics is not the art of the possible. It consists in choosing between the disastrous and the unpalatable.
Includes The Incomplete Book of Running, Aching God, The Murderbot Diaries, Lies Sleeping, The Consuming Fire, and Rendezvous with Rama.
Did you know Las Vegas is kind of nutty?
Includes Hollywood Dead, Tales from the Loop, Things from the Flood, The Court of Broken Knives, and Port of Shadows.
To see what is in front of one’s nose needs a constant struggle.
Nic has a retinal tear and has his vision is saved by a laser.
Includes The Storm Before the Storm, White Trash, Calypso, Tell the Machine Goodnight, Prince of Fools, and Provenance.
The Internet tells Nic to install Ubiquiti gear in his house, so he does, and now he has thoughts.
The greater the ignorance the greater the dogmatism.
—Sir William Osler#