visorcentral.com >> Stories >> Commentary >> OmniSky vs. YadaYada

visorcentral.com >> Stories >> Commentary
OmniSky vs. YadaYada


Fri Feb 2, 2001 - 3:27 PM EST - By Scott Hanselman

Technical Support

Ok, don't even get me started on Tech Support. I know that you guys are under paid and over worked, and that most people who call are novices. But y'all need to give me a break when someone calls who sounds like they may just need one tiny bit of info, like an IP Address. It's the luck of the draw. I had trouble with both modems not connecting, registration errors, and IP address problems.

I called YadaYada four times. The first time was a nightmare, and I was about to strangle the guy. The second to times were great, but the fourth time I talked to "Mike in Alabama" and he was cool as he could be. He answered my questions calmly and kindly, as I was freaking out. He promised he'd take care of the problem, and issued me a new IP from a different company. When that didn't work, they sent out a new modem and that did the trick. MORAL: Once you get a good tech support guy, get his name, don't' let him go, and tell his manager what a cool guy he is. If you get a lousy one, ask for someone else.

I spent quite a few hours on the phone with OmniSky "resetting my IP address" and "flushing the mail servers," whatever that means. I talk to 2 guys over 3 calls, and all were patient, although some seemed quite bored with my questions. They identified the problems and fixes that, which is what counts. When I asked them why they didn't support Visor Deluxe and YadaYada did, they couldn't give me an answer. MORAL: Stick with Tech Support questions when calling Tech Support.

Having patience is the key. If you read the newsgroups and pay attention, you may be more informed on the technical issues that the tech support guys. Once I got cool folks at each company, I found them helpful and patient. Each company was genuinely interested in figuring out the problems, and appreciated that I knew I was an early adopter and that this technology is fairly immature. Tech Support is a tie.

Additional Features >>