Frustratingly unintelligent behaviour from support

Community Support
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Testing the part in the way you wish may be something they are just not be setup to do at distribution warehouses.

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This is correct. Support is offering you two options. Those are the only two options they can provide. I would encourage you to pick one.

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@MJ1, @Morpheus636

So, what is going on here is the following. If I understand the support people - and I am afraid that hardly ever do I find them clear - they are ignoring my repeated mentions of the best solution and failing to mention the unfortunate fact that they are not in a position to implement the best solution and must instead inconvenience me. I refer you to the title of this thread. What a large waste of time my correspondence with support has been. I will either fix the problem myself or else live with it.

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Please can someone remove the “unintelligent” word from the title. It’s horrible.

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Of course, I don’t know all of the exact messages and responses you’ve had with them, or who you’ve dealt with.

But customer service reps can have a certain list of solutions that they can provide, and a flow chart of when they can offer what. They also can have a large queue of customer requests to go through, and limited ways in which they are supposed to respond to things customers may say. It seems you may be asking for something that is outside of normal procedures, something standard fulfillment warehouses may not even have a single person trained to do.

Even if the customer service reps agrees that your idea is ideal, it may not be an option, nor the place / role of who you’re speaking with, to try to put that through. And they may not have the freedom to say “Hey, look, that’s a great idea. I’d love to be able to have that done, but I can’t because x, y, and z.” Point is, combine many elements together, and you get what their responses have probably been. You have to look at it from the other side, including limitations and other elements. Calling it unintelligent is just not appreciating everything involved, in my opinion.

They are offering what they can at this point. Having the laptop sent to someone who’s trained to assess your issue and try to solve it, unfortunately at the inconvenience of having to send it off for that. Or saying, essentially, we see you’re unhappy with our procedures and perhaps acceptable tolerances / quality control. So alternatively, we can offer you a refund (perhaps beyond their normal return window) and we can part ways.

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My dealings with support have also been quite painful. They will not give direct answers for anything and keep asking me to run tests to no end. It really feels like a game of attrition where they hope to waste enough of my time that I give up and go away.

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My main issue with support has been that they often ask for pictures or videos, even if I already have sent them some and it’s unclear what addition angles or locations they need.

Sometimes it feels like they’re just asking for additional pictures just long enough until you say “screw it, I don’t want to disassemble the laptop again to take more pictures”.

I wouldn’t call the support people unintelligent, but the flow charts or whatever they have to follow definitely could need some improvements.

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It is not even that in this case. The OP wants someone to test a keyboard before it is sent to him. Bu the support person can only enter a request for a new part to be shipped, and that request then goes to a warehouse which could well be half way across the country - and where there is no facility to test any parts - to pick and ship the new part.

The only way any testing is going to be done will be to ship the laptop to a repair centre.

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     Rigid procedures make people behave like crude robots, i.e., behave (and note thatI stigmatise the behaviour) stupidly. But what has made things worse is that we (or you) have had to speculate about why the sensible solution is not on the flow-chart.

     So, and as I have said: the sensible solution is not being offered, and support has not even told me why that is so and, indeed, keeps ignoring me when I point out that there is a sensible solution. Hence my frustration - especially since (partly because of the demand for videos) this has been going on for months.

    I will live the problem or else try to get it fixed if and when something else goes wrong with the laptop. Or else, perhaps, I will fix it myself.