Talk:Technical support/Archives/2014

Merge
Why should this be merged, both are differnt topics and should have a page of there own? Joey.dale 00:44, 6 Jun 2005 (UTC)

I agree its really odd they have merged this page, technical support and IT support are not worlds apart but are different businesses thats for sure.--212.159.101.76 (talk) 22:15, 20 August 2008 (UTC)

[website removed]
Woudl [website removed] be worthy of a new article? Our system of tech support runs quite differently than others do. --66.82.9.42 00:30, 20 September 2006 (UTC)

Why isn't there an article on for IT support? You'd think a big encyclopaedia like this one would have an article on IT or ICT support. --MrBobla 22:54, 26 February 2007 (UTC)

Notes:

This submission seems like a shameless plug for web acceptance and should be removed. There are no citations for specific articles and does not contribute to the overall nature of the topic.

Adding Fixya, a web2.0 approach to tech support
Hi,

I would like to add Fixya.com to this article. Being a next generation Web2.0 tech support solution I believe it's a type of development in Tech support readers should know about. For full discloser please note that I'm related to the company.Yaniv.bl 06:03, 1 April 2007 (UTC)
 * Since no one objected I'm placing Fixya as social tech support site. If you have any comments please bring them here before you take action. Yaniv.bl 19:47, 11 April 2007 (UTC)


 * Note that you did not draw attention to this discussion via the edit summary or (AFAIK) in any other manner. Therefore, it was overlooked.


 * I have requested the intervention of a third opinion on this matter.


 * There is another discussion on the subject at User_talk:Fourohfour, where I explain my reasons for removing multiple links.


 * Please note that this dispute centres around *multiple* links to Fixya which Yaniv originally included in a large number of articles (see contribs). Fourohfour 11:29, 21 April 2007 (UTC)


 * Yaniv - You should discuss adding links before doing so. However, in the case of technical support Fixya is highly relevant and so IMHO may be added to the article. I c that a discussion was made here so I might be missing something. Pascal.mr 12:54, 21 April 2007 (UTC)


 * Hello, I have arrived here after reading a request up on Third Opinion. There seems to be some disagreement as to whether the Fixya link is appropriate on this page.  I think the solution is to be found by looking up the guidelines for external links.  There are a couple of short sections there about what shoudl be linked and what should not be linked.  Basically what I believe it boils down to is - does an external link to Fixya help the reader to understand the concept of technical support?  Does it provide new information?  Does it serve as an additional resource for research?


 * I believe, unfortunately, the answer to those questions are "no". Fixya seems to be a service and not a source of information.  Placing it as a link in the "external links" section seems only to be promoting Fixya as a "technical support" solution.  Wikipedia is not a directory service, and we cannot use it as such.  If Fixya is a notable service then it would have its own article, and thus be linked in the "See also" section.  However, it is not.  I believe the inclusion of it here - however well meaning as it may have been - is not appropriate to the encyclopedia.  Ark yan  &#149; (talk) 23:17, 23 April 2007 (UTC)

Thank you for taking the time to review this matter. I would like to address the points raised by Arkyan and answer those of its former. Let me start by disclosing that I am related to the company. Some of the things I'm about to write may sound like advertising but that's really not my intention. Just facts, ok?! Fixya is the largest source of tech support information. Unlike other services Fixya stores each and every single session (question by consumer and solution given by community experts), so you get a unique and almost endless amount of tech support information for over 500,000 products (again, i apologize for sounding like a salesman).In addition Fixya stores manuals and user guides for its catalog. All of Fixya's services are provided free of charge. It has ads running on it, but it's really as little as it gets on today's websites (there's even no advertising on the homepage). As for the second issue of being included in Wikipedia.Fixya will have its own article as soon as I prepare one and hopefully get a third party to edit it into wikipedia. It may take time but I'm working on it. Fixya is really all about serving the community (much like wikipedia) it's a new way of getting technical support - in the web2.0 age. I urge you to have a second look at the site and see for yourself just how useful it is for readers (who can find how tech support is done in real life) and researchers (we can learn of the evolution of the field) of wikipedia. there's simply no other place to get so much tech support information... I'm eagerly expecting your postsYaniv.bl 20:07, 24 April 2007 (UTC)
 * I have found Fixya by searching tech support in Wikipedia. I was looking for a solution for one of my electronics devices. Fixya is free of charge and have large range of products, I found what I was looking for easily and I even used their live chat support for free. I have just seen that someone removed the link from this article and I believe it is important to have Fixya here since it will help a lot of users who need free technical support.Marcy954 09:14, 16 May 2007 (UTC)


 * Spamming the Talk page with ad copy, smooth. — Preceding unsigned comment added by 216.163.80.138 (talk) 15:45, 3 August 2011 (UTC)

Does anyone know what the reason for removing IT Support and folding it into Technical Support?
Technical support is a sweeping statement of alot of industries (Engineering, Electrical etc). IT support is defined as purely support the needs of a client with IT related problems? —Preceding unsigned comment added by 212.159.101.76 (talk) 01:31, 25 August 2008 (UTC) h —Preceding unsigned comment added by 120.60.3.100 (talk) 08:28, 18 October 2009 (UTC)

NPOV Tag
I've added the NPOV tag due to the wording in the outsourcing section. Outsourcing is a serious topic of debate in the US, and this article words in in only a positive fashion, not a neutral fashion. Antman -- chat 13:26, 20 May 2011 (UTC)

I have to agree, as the downside of outsourced tech support, in particular language barriers with offshore call centers can have, the lack of onsite support and in some cases, a LACK of skill on the part of the call center. I've personally encountered both what is in the article and also what I've outlined above. But, I really don't have time to chase down citations and try to write something encyclopedic. Can anyone assist? Wzrd1 (talk) 22:15, 29 June 2011 (UTC)

Likewise I will agree, I think the wording should be edited, it gives the impression that the elevation of a call is the best option rather than to deal with it in house. Outsourcing should be the last option which is why it is the highest level. Ben Carroll 13:47, 10 August 2011 (UTC) — Preceding unsigned comment added by Bencarroll (talk • contribs)

I believe it is unbiased. It is not presented in any manner other than this is why the industry outsources level 1. Level 4 goes back to the product vendor, like Dell, IBM, Verizon, AT&T, the service provider, etc. It was clearly stated to me, that level 2 and 3 are generally in house but more knowledgeable. There was no emotional value placed on the outsourcing option. Perhaps it's your own emotional biases that are coloring a neutral statement as not powerful enough. I don't think it is the responsibility of an encylopedia to indicate that it is a point of contention. -AC 63.98.68.252 (talk) 13:26, 11 August 2011 (UTC)

I teach in an IT department at two colleges. IT support should definitely be a separate topic from Technical Support. Or there should be a Technical Support Portal, which still should have an IT support page. 208.95.137.180 (talk) 16:23, 15 March 2012 (UTC)Gerard Arthus

Gerard Arthus, South Bend, Indiana. — Preceding unsigned comment added by 24.1.30.14 (talk) 06:24, 11 March 2012 (UTC)