RE: Thoughts On Tech Support?

Do you think tech support is a good thing, a bad thing, or are you indifferent? 

csp02 Rookie Asked on March 10, 2018 in Residential HVAC.
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4 Answers

Wether good or bad, tech support is a necessary thing. That is if you are referring to factory support. While the physics are the same, there are subtle differences between individual manufacturers.
That being said, the more information the tech in the field can provide to the support personnel, the more accurate the diagnosis can be.
As former support personnel, it was difficult to support someone who wanted an answer without providing any information. The tech in the field is the eyes, ears, nose, and any other sense necessary to diagnose the issue. Be prepared with necessary tools and things will go much smoother…..oh yeah, “good” is not an acceptable answer when asked for a reading. Meters, gauges, thermometers, etc. (with one exception) don’t read “good”.
If the readings were truly “good”, you wouldn’t have to be on the phone with tech support.

Apprentice Answered on March 10, 2018.
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