| Front Page Story |
| Author: Techman |
| Email: N/A |
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| Hello all, and first of all I would like
to say I love your site. I'm sorry I sent this anonymously, but I still work for
"Compaq", and would like to keep my job. I started to work for
>>Compaq<< (AKA Sykes Enterprises) a while back, having had a self-taught background in computers. I thought this would be a pretty cool job. Well, it is a cool job, except that we are required to abide by "their" rules. Sykes is a great place to work, and if it werent for the Compaq account, I wouldnt have a job, but I still HATE Compaqs. As I said before, I have a self taught background in computers. I have been messing with them since ye olde days of MS-DOS, around 8 years now. I am 19, a college student, as are most of our "techs". I dont claim to know everything there is to know about computers, but what I saw when I started working there frightened me. Ive seen people whom they've had to show how to use a computer practically, who didnt know any more than the first time computer user, yet after they are "trained" for 2 weeks, they are "Technical Service Engineers" with a certificate to prove it. These people are some that give Compaq the bad name, along with the Crappy computers. In my opinion, Compaq wouldnt be so bad if it werent for the service. EVERY COMPANY imposes 'Talk times' on call centers. Its business, folks. However, Compaq does not spend the money to properly train individuals to tech calls. So if someone calls in, about 35% of us WANT and KNOW HOW to help you, and are still able to maintain that 6-12 minute talk time. This is how: say you call in, its not a "known issue" that you're having, so we tech it a little, put you on hold, maybe talk to some other techs or go to the lab and research it a little bit. This may turn into a 30-40 minute call. But, in an 8 hr day, with 25-40 calls average, whats 3-4 long calls? about 15 calls a day take less than 5 minutes each, because they are simple questions. The sad part is, unless you get one of teh 35% of us (thats estimated) that WANT and KNOW HOW to help you, you're gonna be calling us back. Plan on it. Because all too many "techs" say "oh just run a scandisk and call back" knowing its not going to work, or some other bullshit answer. Please understand, there are a few cases in which a scandisk, downloading a softpaq, or a quick restore are in order. But theres also the techs that use those as the extent of their service, so they can go on break, lunch, or just plain get you off their phone. We are conditioned by our Case Management people and Account Managers, who are conditioned by Compaq to "not care" Of course they dont come out and say that, but thats what it amounts to. You, as an "EU" (End User) do NOT know anything, and we DONT CARE what files you lost, money you could have made, email you might have missed, or any of that crap by having your computer down. At least thats what we are supposed to feel like. I truly am sorry to have had been limited in the service we provide to a lot of the "EU's" I have talked to. You dont know who I am, and you might talk to me sometime, but just remember, if you want to know if the tech you're talking to knows what they are doing, ask a lot of technical questions, that may not even pertain to your problem. I myself sometimes sound "iffy" to people Im sure, but thats because Im trying to type Case notes and talk at the same time, as we are only allotted one minute of ACW (After Call Work) to finish up a call. So, When in doubt, CALL BACK. Also, for those of you poor, poor souls who signed up with GTE, WE ARE NOT GTE!!!! GTE Sucks and Compaq is now realizing it. If you have cancelled 100000 times and still being billed, we cant help you at tech support. Some of the techs here can "forward" a cancellation to GTE, but it usually doesnt work. CALL THEM DIRECTLY. It takes forever, but you usually get your problem solved. Compaq is coming out with a thing called "COMPAQ.NET" next month, so watch out for it. I dont know a whole lot about it, but Ive been told by techs assigned to it its supposed to be good, and we have total access to your account at tech support, unlike GTE. Much better than the compaq service you're used to recieving. So in closing, for those of you that know about Outsourcers like Sykes and TAG, we are not bad people, only "conditioned" to seem like it. FYI, Sykes takes calls in other sites for other accounts like Gateway and HP, who both are known for good service, so that goes to show you. Anyway, we all know COMPAQ BLOWS A FAT GOAT ASS but hey, just thought Id put my 2 cents worth in, and ROCK ON, COMPAQSUCKS.COM GUYS CUZ THIS SITE IS LONG AWAITED!!!!!!! ~A Tech that cares
If you want Sykes address in manhattan ks it's: 5970 Sykes Blvd |
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