[ranveeraggarwal]

It's worse when you have the exact problem laid out and the customer support guy knows less about the product than you do. Two years ago, I talked to the Dell Customer Support about my failing hard drive and showed him the tests I ran to verify it.

He: What do you mean by failing hard drive? Is it not booting?

I showed him bad sectors in my hard drive.

He: Is the problem solved?

I: No! You have done literally nothing to solve my problem.

He: But your laptop is booting now, right?

I: Yes, it is, for now. But it won't in a few days.

He: I think your laptop has no problem. Have a good day.

I did take a backup and my hard drive did fail completely a week later. So much for tech support.

[tallanvor]

One of the reasons I stopped buying Apple products was this type of interaction. I had a Macbook Air, and it would freeze up randomly for several seconds at a time. There were no error messages or anything, and finally found out when I tried to upgrade the OS that it wouldn't install on the drive because it was failing. Eventually I figured out how to find the SMART status, and took it in since it was under warranty.

The rep kept trying to get me to reinstall the OS since "if that's the problem, they'd have to charge me for it". Never mind that the installer wouldn't run... After about 15 minutes of this back and forth with him trying to prove that nothing was wrong and me showing the SMART status, he finally went in back and asked someone who told him to take it in.