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Tech Support Causes Rage By Taking Away Sense of Control



(p. B4) Especially frustrating when talking to tech support is not being understood because you are trying to communicate with machines or people who have been trained to talk like machines, either for perceived quality control or because they don't speak English well enough to go off-script.

"It's utterly maddening because the thing about conversations is that when I say something to you, I believe I'm having influence on the conversation," said Art Markman, professor of psychology at the University of Texas at Austin and co-host of the podcast "Two Guys on Your Head." "And when you say something back to me that makes no sense, now I see that all these words I spoke have had no effect whatsoever on what's happening here."

When things don't make sense and feel out of control, mental health experts say, humans instinctively feel threatened. Though you would like to think you can employ reason in this situation, you're really just a mass of neural impulses and primal reactions. Think fight or flight, but you can't do either because you are stuck on the phone, which provokes rage.

Of course, companies rated best for tech support often charge more for their products or they may charge a subscription fee for enhanced customer care so the cost of helping you is baked in, as with Apple's customer support service, AppleCare, and the Amazon Prime subscription service.

You can also find excellent tech support in competitive markets like domain name providers, where operators such as Hover and GoDaddy receive high marks. Also a good bet are hungry upstarts trying to break into markets traditionally dominated by large national companies. Take regional internet and phone service providers like Logix and WOW, which rank near the top in customer support surveys.



For the full story, see:

KATE MURPHY. "Why Help on Tech Is Unbearable." The New York Times (Mon., July 4, 2016): B1 & B4.

(Note: the online version of the story has the date July 3, 2016, and has the title "Why Tech Support Is (Purposely) Unbearable.")






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