Mixed experiences with tech support reps

I've called tech support numerous times. About half reps are very good, polite and patient and willing to help, spending long time over the phone with me. However, I've encountered quite a few that I would wish to report to their supervisors. One of them, based in Atlanta, after picking up the call, asked me to hold on; I was put on hold for 6 or 7 minutes with dead silence in the phone. Finally he came back--probably surprised I was still there--then said, ok, let me read the log, oh the log says such and such... What had he been doing during the hold? Another rep put me on a similar hold even before I gave him the case number. And there was yet another rep who was very rude.

Perhaps the calls are generally not recorded so they dared to behave this way? I wonder if others have had unpleasant experiences.

(Btw I have received credit for price adjustment just a few days after calling with a price quote. )

 

Are the calls recorded?

Because I talked to a rep who told me that if I order the T61p which I did, It would come with wireless USB. Now I am hearing that is not true. Wtf is this all about?

I wish I had proof, perhaps they can pull up my call log?

 

I have had an experience with support similar to yours. Evidently the conservations are not recorded. My experience with them is that the "customer is not King" and they will always make decisions to their benefit. That is my experience. I don't know if all maufacturers are becoming this way. But the only reason they are this way is because the consumer puts up with it. My $.02 worth.