I’m on the online chat support with Palm right now trying to figure out how to get my Treo 650 to work in China and collect more information for my Cell phones in China post. As with other online help systems I’ve tried – almost always with regrets – I’m finding the online chat experience very frustrating and inefficient and time consuming. Inefficient enough that I’m able to do this blog post while chatting, and learning that the technician appears to have far less information than I’ve already collected about how to get my Treo to work in China. You’d think this would be a simple question and they’d have a nice FAQ but no, he’s sticking with me which I sort of appreciate, but so far all I have learned is the the Treo wil work in China but he’s not sure about the Sprint Network. Unless I’ve missed something he’s missing the whole point here – you need unlocking and a SIM card which you normally purchase in China.
The failure of these chat support systems is really interesting because it seems like it should be a good way for a single support person to handle dozens of questions. For some they’d know the answer immediately and send people on their merry way, while more complicated questions could be answered by using their databases, FAQs, and internet. Yet generally I find that a phone call is more effective in drilling down to the issue and even faster unless you are on a very long hold.
OK, after over 30 minutes I have absolutely NO information I did not have before. A total waste of time again: