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Computers, Web

Women More Likely to Call Tech Support, Survey Shows

Proving that it's no longer restricted to the domain of toilet seat treatment, the great gender divide has extended to the world of technology, as well. The BBC reports that women are substantially more likely to read the instruction manual for a given product before calling for assistance, according to a recent survey conducted by the phone tech-help service Gadget Helpline.

The survey of 75,000 calls received between September 25th and October 23rd reveals that 64-percent of male callers had not read the manual prior to placing their SOS phone calls, compared to just 24-percent of women who had bothered to put up instructions before dialing out. Furthermore, 12-percent of male and 7-percent of females just had to plug in the device in question to solve their problems. The majority of the questions revolved around syncing devices up with each other, as well as newly released and unfamiliar gadgets.

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Computers, Celebrities, Web

'Brady Bunch' Star Launches Tech Support Hotline for Baby Boomers


In her role as the gentle matriarch of 'The Brady Bunch,' Florence Henderson served as a model for parents in the Baby Boomer generation, the first in American history to deal extensively with divorce, remarriage, and stepchildren. Bringing old-fashioned values to bear on the changing social landscape of the '70s, Henderson did a lot more as Carol Brady than to simply provide corny jokes and re-run fodder. Now, according to the New York Times, she's aiming to bring that same generation into the 21st century with her FloH Club.

"I didn't grow up with technology," Henderson explained to the Times. "It's like learning a new language." And learned a new language she has; Ms. Brady is now an active user of text messaging, Facebook, and Skype. Knowing firsthand the hurdles standing between the Baby Boom and the Tech Boom, she decided to start the FloH Club -- a tech support service aimed squarely at adults. "It's like roadside assistance for computers," she further explains. Staffed by professionals who are screened for their patience and ability to speak plain English, the FloH Club's telephone hotline is up and running seven days a week, from 8 a.m. to 2 a.m. Eastern time. For $25 a month, or $250 a year, members can get guidance on anything from HDMI cables to HTML code.

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Computers, Web

Bad Tech Support, Demystified

Cracked Explains

It's no secret that tech support and customer service, in general, are deep black-holes of wasted time and unsolved problems. What you may not realize is that there are actual reasons for tech support's frequent suckiness.

For example, call centers are staffed with the absolute minimum number of agents, in order to save costs. And, while it may be annoying to be asked if your PC is plugged in or not, calls are monitored to make sure that the reps are precisely following the ridiculous scripts that require they ask such boneheaded questions.

The folks at Cracked do cover 'Why Tech Support Sucks,' in their trademark, snarky, vulgar manner, of course. But, while earning a good chuckle, they also help you to understand that your unpleasant experience is not always the support person's fault.

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Audio/Video, Cell Phones

Geek Builds "Camera Hat" to Help Mom With Tech Support

We've seen Android, Google's mobile OS, on a Mini-Note, and we've seen it on an Eee PC, but we never thought in a million years that we'd ever see Android on mom's hat. Looking for a way to simplify his mother's regular tech support calls (the universal remote often throws her for a loop) Dan O'Sullivan dreamt up his Camera Hat for Complicated Televisions.

The whole megillah consists of an Android handset strapped to the forehead -- miner's lamp-style -- with a custom app streaming camera footage to the Web, where he can keep an eye on things while he talks her through turning on 'The Price Is Right' for, like, the zillionth time (if she's anything like our moms, that is). Hit the read link for some more info on the project and the full source code. [Via Make]

Computers

Men Less Discouraged by Gadget Breakdowns Than Women, Study Says


The Pew Research Center's Internet & American Life Project is constantly filling our lives with fascinating numbers and stats we never knew we cared about. For example, did you know that young people and men are much more likely to remain calm and optimistic in the event of a technological meltdown?

We don't want to spend to much time sweating the details, so here are some quick bullet points filled with percentage-ee goodness:
  • When a piece of technology failed, 76-percent of men were confident the problem could be fixed, versus 68-percent of women.
  • Despite being more confident, men were just as likely to report being confused or discouraged by technical difficulties.
  • 33-percent of men fixed their gadget problems on their own, compared to 22-percent of women.
  • Despite being no more capable of fixing the problem, 85-percent of 18-29 year olds reported being confident that they could solve the issue.
Despite all of these feelings of confidence, it doesn't change the fact that most people are just not capable of repairing their own tech-toys. Only 28-percent of all respondents were able to handle their own tech support. [From: Crave]

Computers

The Most Bizarre Tech Support Questions

Classic Stupid Tech Support Questions
For those of you out there who have or had tech-support jobs, most of this will just sound like another day at the office. For those on the other side of the phone, this might be a little enlightening. You might not be aware of just how infuriating, difficult, and hilarious your calls and questions can be.

Robert Half Technology, an IT contracting firm, asked CIOs (Chief Information Officers) from around the country to send in some of the most bizarre questions they've been asked. Perennial favorites like "where is the 'any' key?" and questions about the retractable cup holder were among the responses. The true highlights, though, are the out-of-this-world requests like: "My daughter is locked in the bathroom, can you pick the lock?"; "Can you reset the Internet for me?"; and "Why isn't my wireless mouse connected to the computer?"

Of course, Robert Half does not have a monopoly on hilarious tech support calls. One of our contributors, while working tech support at a major financial institution, was asked "how do you type backslash?" Goes a long way towards explaining the market collapse doesn't it?

You can find more priceless tech support stories in the 'read' link below, as well as here at GetAmused.com and at TSC, Technical Support Comedy (NSFW). [From: The Age]

Computers, Celebrities

Rush Limbaugh Goes Left and Right for Tech Support

Rush LimbaughConservative or liberal, Republican or Democrat, we all know the frustration of computer bugs and unanswered pleas for tech support. Case in point: conservative radio talk personality Rush Limbaugh made a public plea to Apple CEO (and Democrat) Steve Jobs on his broadcast last week for help with a problem he's encountered with his collection of networked, high-end Mac Pro computers.

"El Rushbo" (as his Web site calls him) relies almost exclusively on his e-mail application for all communication and even word processing. The problem is that the Mac Leopard operating system, which has an automatic file backup system called Time Machine, doesn't seem to want to back up his e-mail. Limbaugh has had his own Mac rep work on the problem and also called Mac tech support, all to no avail, with even a Mac tech support staffer saying they have the same problem with their machine.

Limbaugh broadcast this plea: "Mr. Jobs, please help me. I know we don't agree on anything. You love Al Gore -- and by the way, I've got no problem with him now, but can you put me to somebody that can get this going, because I know it's gotta work for most people. What am I doing wrong?"

Could his plea to Steve Jobs fall on deaf or maybe just unsympathetic ears? Limbaugh's producer jokingly suggests the Macs don't do what Limbaugh needs because of the political divide.

Still, Limbaugh is looking for help. He notes he's not alone with this dilemma and that "there's a whole thread at the Apple site of people having the same problem."

Limbaugh has been a long-time Mac supporter and has stated his computer preference on his show many times over the years. So, maybe it's not true that Macintosh lovers are all liberal after all?

Limbaugh is still waiting for a solution. He posted an update to the situation on his Web site, noting that some in the Mac community are offering suggestions for work arounds to the problem.

In the meantime, maybe we should all be satisfied the computer bugs and system gremlins don't discriminate based on status or political leanings. In front of a computer, we're all equal -- and equally frustrated.

From Vallywag.


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