Don’t get me wrong, I am not some kind of troglodyte forsaking technology and yearning for simpler and kindler past. Technology can be a great enabler to enrich our lives from a personal, social and professional perspective. However, what I do have a problem with are the promises from software and hardware manufacturers who make claims that if we just buy their product our lives will be simpler, easier, better, or more exciting. As such, I have put together a list of what I consider, based on personal experience as well as conversations with others, the most egregious lies that have been sold to the public.

•    The ‘help desk’ lie.
Or as I like to call it the ‘no help desk’ is the one that we as consumers probably have the most experience with. Just about every technology company these days has a so-called help desk and if you can actually drill through all the electronic layers to occasionally speak to an actual human being they may or not help you. I find it ironic that help desks, that are staffed by and large with people with an interest or understanding of technology but very often with limited social skills. 

This is nice way of saying lots of help desk people are social morons who are incapable or unwilling to humanize what is often a very frustrating experience. I  mean the reason why customers call a help desk is because they need help with some element of the use of technology. These people are frustrated, angry, disappointed or confused about some thing and may not be in the best frame of mind. They reach a technician on the other end of the phone who often isn’t the easiest person to talk to under the best of conditions and quite often the result is even more frustration. 

Has a help desk technician ever helped me? Sure, lots of time but more often, I have hung up in anger and frustration due to their condescending, confrontational attitude. I would suggest that help desks actually become staffed with people who are more into helping others as opposed to showing how technologically superior they are.  Another issue many of us have experienced is that quite often if you are dealing with an internal help desk, a ticket is generated. I have experienced many times that a ticket is opened and 10 minutes later another ticket is sent claiming that the problem has been resolved. The only problem is that it wasn’t actually resolved but these help desks need to meet their pre-assigned customer resolution times.  I have too many experiences where I had this happen to me and my problem was never resolved.  I quickly learned to stop phoning the help desk for all but the most serious issues.