Let me get this off my chest

“You know what makes me mad? You know what makes me so angry, I want to…” If anyone out there ever heard Earl Pitts on the radio, you recognize this classic intro to his daily rant. It was a fantastic 60 seconds of radio every day. And, his intro is perfect for my rant about online “communities.” 

Now, I consider myself pretty tech-savvy. For the most part, I can handle whatever glitches and Gremlins come my way of a technical nature. However, there are times when you just need support from the folks who made and sold the hardware or software. I do not need to talk to anyone; I prefer chatting as it is neat, clean, and usually has shorter wait times than real people. That, and the ability to spell it out. 

Unfortunately, many companies, all of whom shall remain anonymous, have decided that users of their products must seek assistance from their “communities.” Okay, fine. I can accept this for products that are given away free of charge. But, when it comes to something I paid for, that is totally unacceptable.  

First and foremost, I did not purchase whatever is bedeviling me from the “community.” If you sell something, be prepared to support it instead of foisting customers onto this amorphous entity you call your “community.” Having many years in customer service, I know the tactic, move people into self-service and reduce costs. That works in many cases, but if I have resorted to contacting your company, I need an answer NOW! 

That gets me to the time-critical nature of most problems I face. If my tech isn’t working, then neither am I. Posting a query to a bulletin board in hopes someone will answer, if and when the mood strikes them, doesn’t cut it. I also realize that many, if not the majority, of contacts are for really simple stuff, most likely user-caused. People are too lazy to look for answers, so they contact the company for everything. Been exposed to that routine for years. 

Not me. I take time to search for solutions before reaching out, often going so far as to read user manuals. I know, that’s weird. I’ll even search FAQs, though my success rate there is dismal. It appears I have an uncanny knack for encountering problems no one else in the world has run into before. Therefore, if I am contacting support, I need help, and I need it now. 

Come on, you companies relying on “communities” for customer support. Until these entities start selling the product and pocketing the profits, you have a responsibility to serve your customers. If you can’t do that, get out of the business or let potential buyers know that’s how you roll. At least we can make an informed decision on the purchase. For me, no support, no sale. 

Rant mode off. This is Tom Tate, like Earl Pitts, Amurikan (that is hillbilly for American).