A Tech Support Nightmare

It should have been a simple repair – one that would take a week at most because I had to order parts.

But fixing Ken’s computer turned in to an unexpected nightmare – one of the worst I’d ever experienced.

Ken brought his Asus laptop into my office because it would not load into Windows.  Now this wasn’t your run-of-the-mill, store-bought, cheap laptop.  It was a high-end gaming machine that cost close to $1500.

After performing thorough hardware and software diagnostic tests, I determined the Windows 7 operating system had somehow suffered serious corruption.  The best and most cost-effective solution to get Ken’s laptop back in operation would be to restore it back to the original factory settings.

Unfortunately, Ken didn’t make any recovery disks when he first purchased his computer, so I had to order them from Asus.  A simple task that was quickly performed.

Time Spent Calling Tech SupportThree business days later, I received the recovery disks from Asus.  I pulled Ken’s laptop onto the workbench in preparation to start the system restoration process.  But the computer didn’t boot from the DVD.

“That’s odd,” I muttered to myself.

I verified I had placed the correct disk in the drive and tried it again.  No luck.   I learned a long time ago that insanity is doing the same thing over and over but expecting a different result.  So I placed the DVD in my office computer to see if it had any data on it.

I discovered that Asus had sent me a blank recovery disk.

Mistakes can happen, so I contacted the customer service team for the recovery media and advised them of the situation.  They said they would send out a replacement set of disks, but I would first need to return the defective ones.

I explained that resolution was unacceptable, as my client had been without his computer for right at a week.  Fortunately, I succeeded in getting them to agree to send the replacement set once they received notification the original set had been picked up by FedEx the next morning.

I called Ken to explain the delay, as we normally would have had his computer completely repaired by this time.  He graciously understood.

Four days later, FedEx delivered the replacement recovery DVDs.  Once again, I sat Ken’s laptop onto the workbench, loaded the first disk, and ….. nothing.  I checked the DVD in my computer and again found that the disk was blank.

I was livid!

I once again called Asus’ customer support for the recovery media.  I explained to a different representative the problem and requested to speak to a supervisor.  None were available.  After several hours of terse phone calls and emails, I finally reached a supervisor who worked diligently to resolve the problem.

The next day a third set of recovery DVDs landed on my desk.  This time, they worked!  I successfully restored Ken’s laptop to a fully operational state, complete with updates and good antivirus protection.

All in all, I spent over 4 hours communicating with Asus to resolve Ken’s problem.  It was frustrating and irritating.  But my purpose is to advocate for my clients and make sure their computer problems are correctly resolved.

The moral of this story:  When you’re frustrated by computers and their tech support agents, sometimes it’s worth letting a professional handle it.  Often times, we can advocate on your behalf and get things done.

Scott Hartley, President/CEO

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