Advice for those who call or write in to tech support....

[chuckieland]

now keep that smile up

 

[BrunoPuntzJones]

<< 19. Do exactly as instructed without objecting. >>

good one. i hate helping people and them thinking they can do it better. if you could you wouldnt be bugging me with your inane problems.

was telling someone how to install an older driver the other night (my aunt). told her to click on control panel, update driver, etc. she proceeds to click driver rollback. WHY DID YOU F'ING DO THAT?????????? pisses me off. she's like "well we wanted to go back to the older driver" no, we wanted to go back to AN older driver, not THE older driver. just f'ing listen and do what i say or leave me the hell alone. took 30 minutes extra because when she did the rollback it gave her a blackscreen on bootup. so had to go into safe mode, just load the regular svga driver, etc. pissed me off. :|

 

[LiQiCE]

Hey I've worked both ends of the deal ... As an end-user calling for Tech Support, and as a person answering the phone. Neither part is really pleasant.

I do wish some tech support people were smarter though ... I was told "Well, if your cablemodem connection is down, you can go online and check the status at our web site" by @Home Tech Support a few too many times.

BTW- If you're a tech support person, try telling the end-user that its a "Carbon-Unit Error" ... See if they understand. That was always a fun error description to give when I used to work on a Helpdesk.

 

[gopunk]

<< Gopunk,

You wouldn't happen to work at a government institution like, say, a college, where making a profit isn't a concern?

Russ, NCNE >>




yup, uw... that's probably it

 

[jlee]

I agree...but some tech people don't know what they're talking about either..it goes both ways

Like the time when my modem wasn't synching with the DSL service.....they wanted me to reinstall TCP/IP, uninstall/reinstall the software, etc..it took about two weeks for them to get a support person out to change a card in their box on the main road..heh - after that, it worked like a charm

 

[gopunk]

<< and all of you forget that customer is always right
people are paying money to do a job that they don't understand. therefore they shouldn't be laught at/
all of you tech complaint, but what if those people suddenly know all
what are you going to do? no job for you!
just remember that next time, you take that phone call and talk to someone sound stupid.
People don't need to pay you to laught that them
most of joker can get that for free. >>




very nice and all, but there's a difference between being competant and being polite.

 

[Mucman]

chuckieland - You are correct but I am mostly ranting about people complaining about things that have nothing to do with us! If you can't check your E-mail because your ISP is down, it's not our problem. If you site doesn't work because you have no idea how to code, it's not our problem. If your computer has a virus, it's not our problem. If you can't transfer your domain because you have an invalid admin contact, it's not our problem. If you want to change permissions to stop anonymous access to a certain sub-directory, then it's our problem.

I usually help people with coding problems anyways, but that has been to the detriment to our company and myself because people have grown to expect it.

 

#?) When you call and leave an angry message that its hard to contact us, and then when we expedite the call back and you are not there, that means you go to the bottom of the list.

#?) We cannot see what you are doing on your computer through my computer.

 

[helloedchen]

i get this every other day...

X)don't tell me how much money you are losing while your connection/system is down. if you're making so much money, WTH are you using our residential service?

the best, which is way too common:

XX)Your operating system is not Internet Explorer.

 

[Linux23]

haha, i have a good one.


Me) Sir, go to Windows Explorer
Cust) It says Page Cannot be Found.
Me) Sir, not IE but Windows Explorer
Cust) What's that?
Me) **tells him what it is and how to get there**
Cust) oh, you should have told me that from the beginning.


go figure.

 

[yakko]

<< and all of you forget that customer is always right >>

The customer is not always right. I am your ISP not your printer company. I don't care that you can install your printer because of a virus.


<< people are paying money to do a job that they don't understand. therefore they shouldn't be laught at >>

That makes no sense and has many grammatical errors.


<< all of you tech complaint, but what if those people suddenly know all >>

What ifs don't mean sh!t.


<< what are you going to do? no job for you! >>

I can get a different job.


<< just remember that next time, you take that phone call and talk to someone sound stupid. >>

They don't have to sound smart but they do have to listen and stop arguinig with me. Remember I am the tech.


<< People don't need to pay you to laught that them >>

They are not interesting enough for people to do it for free.


<< most of joker can get that for free. >>

See above comment.


We are not expecting you to know all or even anything about the computer but you need to be able to speak clearly and describe the problem. Then we need you to follow directions. That is all. Like I say all the time if you can listen and follow directions you know as much as I do.

 

[Viper GTS]

Like I say all the time if you can listen and follow directions you know as much as I do.

That's great, and so true. Our job is to make you do what we'd do if we were there, so if you can follow our instructions you essentially have us on-site working with you.

Viper GTS