Support. What it means to customers.

Sometimes one gets quality replies from support organizations. Oracle is good. Microsoft is good. Sometimes however, one wonders if the person replying to your enquiry actually lives in the same universe. This is one of those times. The company? Netgear.

About 2 days ago I sent a nicely worded email describing a problem with their driver for the MA521 PCMCIA network card, detailing how the drivers were causing Windows XP to utilize 10-25% CPU momentarily every 20 seconds or so. How I had determined this fact, and requesting drivers newer than those on the website, perhaps beta drivers.

The response. A email with a link to download the existing drivers saying ‘As I understand from your mail, that the adapter uses high memory when the adapter is connected.’

Please. That is not even good English, let alone a summary of my email. This person clearly has no understanding of the English language, let alone the rather technical inquiry. Outsourcing does wonders in the near term to your bottom line, but in the long term customers will go else in search of quality support. There’s a lesson to be learned here for corporations of all sizes.

My first draft of a response was blunt and to the point. So I scratched it and wrote the type of response your average user would write: tried that, it doesn’t help. Let’s see what the fob off is next. Re-install Windows perhaps? I imagine that whatever it is, it will ensure that I never buy a Netgear product again. I’ll keep you posted.

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