Helpdesk work sucks! How do *you* deal with the idiots?

[sharkeeper]

Server Error in '/' Application.
A potentially dangerous Request.Form value was detected from the client (message="...ks dude! assclown But why ...").
Description: Request Validation has detected a potentially dangerous client input value, and processing of the request has been aborted. This value may indicate an attempt to compromise the security of your application, such as a cross-site scripting attack. You can disable request validation by setting validateRequest=false in the Page directive or in the configuration section. However, it is strongly recommended that your application explicitly check all inputs in this case.

Exception Details: System.Web.HttpRequestValidationException: A potentially dangerous Request.Form value was detected from the client (message="...ks dude! assclown But why ...").

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:

[HttpRequestValidationException (0x80004005): A potentially dangerous Request.Form value was detected from the client (message="...ks dude!
assclown
But why ...").]
System.Web.HttpRequest.ValidateString(String s, String valueName, String collectionName) +240
System.Web.HttpRequest.ValidateNameValueCollection(NameValueCollection nvc, String collectionName) +99
System.Web.HttpRequest.get_Form() +121
System.Web.UI.Page.GetCollectionBasedOnMethod() +70
System.Web.UI.Page.DeterminePostBackMode() +128
System.Web.UI.Page.ProcessRequestMain() +2112
System.Web.UI.Page.ProcessRequest() +218
System.Web.UI.Page.ProcessRequest(HttpContext context) +18
System.Web.CallHandlerExecutionStep.System.Web.HttpApplication+IExecutionStep.E
ecute() +179
System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously) +87


Version Information: Microsoft .NET Framework Version:1.1.4322.2032; ASP.NET Version:1.1.4322.2032

Hehe you mention assclown!

EDIT: Server's being an assclown.

 

[tami]

uh this thread has gone from good to bad to worse

 

[yoda291]

Originally posted by: Meractik
all of you need to stfu and quit complaining about shit, people have problems and some could use help and the real winners are the individuals who help those people and allow them to truely understand. it might take a while but if they understand and you make sure they understand you won't get their call again. as for this god stuff its all retarded and you should be ashamed, if you think you're so smart that you're godlike then you are destine to fail because there is always more to learn. Anandtech sucks for this very reason. Moderators like to cut things out that they deem inappropriate and users like to flame everyone else b/c they feel that they are superior or better then the next guy. nobody cares to learn from anybody else (for the most part) and everyone thinks they know it all. screw this place im done with anandtech!

You know what I think is nice? You know how when girls have long hair and they've just washed it and toweled it off, it still retains a little bit of water? Not enough to make anything wet, but it gives a nice cool sensation when you run your hands through it and a nice silky feeling with a hint of solidity. Also, it always smells really nice because they use all those fruity scented shampoos that no real man would dare touch. Personally, I like coconuts and cherries...it's a really good smelling combination. Of course, after the first 12 seconds or so is usually when the police arrive and take you away. Personally, I don't see how they could possibly claim I was stalking her. It's kind of hard to be unnoticed AND run your fingers through her hair at the same time. Seriously, the justice system is so messed up in this country.

oh...and when I worked helpdesk, I used to call my clients guinea pigs and tried to contrive ways of making them do crazy stuff.

 

[Armitage]

Originally posted by: tami
uh this thread has gone from good to bad to worse

Aw come on - it was never good

 

[tami]

Originally posted by: Armitage

Originally posted by: tami
uh this thread has gone from good to bad to worse

Aw come on - it was never good

it was a decent read for awhile

 

[yoda291]

Originally posted by: Armitage

Originally posted by: tami
uh this thread has gone from good to bad to worse

Aw come on - it was never good

Dude, you said size didn't matter! Oh wait...wrong thread.

 

[imported_Phil]

Originally posted by: jjoyner

Yep! but you must qualify this with what shimsham said as well.

I'm IT for a law firm, and one of the lawyers has her own wireless Logitech mouse. The batteries died one day, and she replaced them, but after 20 minutes of messing with it could not get it to work. She called me, I went to her desk and turned the mouse over and pushed the CONNECT button and it started working fine.

She told me "wow you must think I'm an idiot" and I told her "Only if you think I'm an idiot because I don't know how to take a deposition. You keep doing lawyer stuff and I'll keep doing tech stuff"

This makes you a good tech...IT demands someone with 10% technical knowledge and 85% ppl skills.....the other 5% is reserved for making lowball quips about the CEO talking dirty to his girlfriend over AIM will you are VNC'd into his machine....and not getting caught....

/me doesn't move the mouse whilest he types....

Press F8, Input, turn off all the events. Voila, secret VNC.

 

[imported_Phil]

Originally posted by: SampSon
I used to deal with resetting passwords all day.

If that is the worst of your aggrivations, consider yourself lucky.

Go smoke a joint or something.

No it's not, but I will go and smoke a joint.

 

[OutHouse]

Originally posted by: Armitage
So the first time you log in to my site, you get a screen asking you to change your password from the temporary one emailed to you, to one of your own choosing. The email that goes out with the temporary password states: "You will be required to change your password on the first succesful login."

So today I get an email along the lines of "I am trying to log into your site, but all I get is a screen asking me to change my password.". So far, he's attempted this 6 times :roll:

WHY DON'T YOU TRY CHANGING YOUR PASSWORD AND SEE WHAT HAPPENS???

must .... resist .... insulting .... the ... users ... grrr

if site means domain, how can he know what his password is if he cant log in?

 

[Wadded Beef]

Originally posted by: Joemonkey

Originally posted by: wondersteve

Originally posted by: Jzero
I just keep telling myself that if it weren't for an endless supply of morons, I'd be unemployed.

Exactly ...

Yep! but you must qualify this with what shimsham said as well.

I'm IT for a law firm, and one of the lawyers has her own wireless Logitech mouse. The batteries died one day, and she replaced them, but after 20 minutes of messing with it could not get it to work. She called me, I went to her desk and turned the mouse over and pushed the CONNECT button and it started working fine.

She told me "wow you must think I'm an idiot" and I told her "Only if you think I'm an idiot because I don't know how to take a deposition. You keep doing lawyer stuff and I'll keep doing tech stuff"

this be a very wise monkey hehe

 

[quakefiend420]

stay intoxicated....not belligerent intoxicated...just buzzed...then you c an laugh at them instead of wanting to choke them

 

[phonemonkey]

If it makes you feel any better, you can always remember that at least you aren't doing tech support for a grocery chain. I've worked for several ISP's before, and the calls we get here are astounding.

I know, the people work in grocery stores and aren't rocket scientists. I've come to accept that I'll spend a good portion of my night answering questions for people. I do, however, expect at least some basic job skills. Skills like literacy and reading comprehension.

Unfortunately, I usually end up dealing with complete and utter morons. Real winners. People who call us to ask what to do when the printer is displaying "tray 1 empty - add paper". Last weekend, I had the joy of explaining what Daylight Savings is to several people in both Texas and on the east coast. As an added bonus, I had to tell a store employee what time it would be in Dallas when it was 4am in Denver.

Those aren't the best, though. We've had our bout of fuel stations that will call in and the subject of the emergency stops will come up (you know, those big shiny red buttons that are mandated by law?). Funny, you think that someone who works in a gas station as their sole job responsibility would know where it's located - let alone know what it even is!

Words fail me when a store calls to ask you what to do in case of a gas leak (yes, this has happened). We only handle computer equipment here - the hardware we support is clearly labelled. If it doesn't have a label, we don't handle it. In cases of emergencies, there are lists of people to contact (let alone the common sense idea to call the fire dept to report it). That was a great call. In their defense, they did call us about it. They'd wanted to email us, but couldn't figure out how to log into the network to do so.

A favorite is when we send out a notification to all employees and get a ton of calls or emails later saying that they had heard/read the message, and wanted to know if it affected them. Well, my guess would be that if they are a current employee that it would affect them, but I guess anything is possible.

What would I suggest to help you deal with the callers? Liberal usage of the mute button (not hold), and possible heavy usage of barbituates outside of work.

 

[Fritzo]

Originally posted by: Armitage
So the first time you log in to my site, you get a screen asking you to change your password from the temporary one emailed to you, to one of your own choosing. The email that goes out with the temporary password states: "You will be required to change your password on the first succesful login."

So today I get an email along the lines of "I am trying to log into your site, but all I get is a screen asking me to change my password.". So far, he's attempted this 6 times :roll:

WHY DON'T YOU TRY CHANGING YOUR PASSWORD AND SEE WHAT HAPPENS???

must .... resist .... insulting .... the ... users ... grrr

Yeah, I get that a lot. A lot of times, to fix a problem, I just read word for word what the screen says to the user and they'll do what they're supposed to do. It's amazing. It's like if they read it themselves, their brains don't comprehend the instructions, but if someone reads to them, they get it right away. :roll:

 

[lobadobadingdong]

just wait until you guys have to help PRN's at a hospital. (without being able to memorize thier passwords, it's scary that they're the ones checking on you when you're ill)

 

[sixone]

Originally posted by: Fritzo

Originally posted by: Armitage
So the first time you log in to my site, you get a screen asking you to change your password from the temporary one emailed to you, to one of your own choosing. The email that goes out with the temporary password states: "You will be required to change your password on the first succesful login."

So today I get an email along the lines of "I am trying to log into your site, but all I get is a screen asking me to change my password.". So far, he's attempted this 6 times :roll:

WHY DON'T YOU TRY CHANGING YOUR PASSWORD AND SEE WHAT HAPPENS???

must .... resist .... insulting .... the ... users ... grrr

Yeah, I get that a lot. A lot of times, to fix a problem, I just read word for word what the screen says to the user and they'll do what they're supposed to do. It's amazing. It's like if they read it themselves, their brains don't comprehend the instructions, but if someone reads to them, they get it right away. :roll:

I work with bankers in my job, and they need this kind of assistance all the time. It's scary to think that the people in charge of our money could be so frigging stupid. Can't follow simple, written instructions, although I really believe they just refuse to pay attention to something they consider to be very low on their personal priority list.

 

[DurocShark]

I've been doing this crap since the Mid-90's. Know what? I've begun to love it!

I did a stint last year writing code, building databases, etc. I thought that would be my dream job! Complete autonomy too! I got to build what I thought the rest of the help desk wanted, not what some clueless PHB ordered me to build.

After the first few weeks I began to hate it and wished I could get back on the phones and reset passwords and try to convince (l)users that they really DO need to have 7 different passwords for 7 different applications.

I guess I'm a people person at heart.

So I'm shooting for management now. Staring at a screen all day isn't for me. Working with people is.

And those of you bashing the OP, STFU. We all need to vent sometimes. Let us vent. If you don't like it, stay the fsck out of the thread. Duh.

 

[RalphTheCow]

My favorite tech support story:

A while ago I picked up my phone and the dial tone was just about nonexistent, so I called phone support. The guy comes down, picks it up, makes a face and says "there's something wrong with your phone?" Immediately I hold it up to my left ear - clear as day. Oops, time to call the nurse for a plugged up right ear!

I think we could all use a little more basic troubleshooting theory. Why don't they teach that in school? It would be more help than any other course, IMO.

 

[DaiShan]

Originally posted by: CraigRT
freaking brutal.
i get basically the same ass crap all the time.

I FEEL the pain. I'm here right now on phone support. Some people just cannot deal with computers then they call up screaming and cursing, and all the while you have to sit there and refrain from telling them the real reason why nothing works (they are too stupid to live)

 

[DaiShan]

Originally posted by: shimsham
oh grow the fvck up. im sure there are things that these "idiots" can do that you wouldnt have a clue about. if it bothers you so much, get another job.

youre only hurting yourself by acting like theyre stupid. even if you dont come out and say it, they can pick up on it. maybe try treating them like people capable of learning, and you wont have such a hard time with them.

Sure they can do things...flip burgers, till the fields, lots of stuf... I know what you are talking about, I used to get really worked up about things, especially when people would call for tech support and they are on the bus or something, or when they would just refuse to do as I tell them, but I've found if I don't get worked up over things, they will generally cool off by themselves and then we can fix the problem. That being said, Tech support is *almost* the worst job I can imagine. I would rather be a garbage man at this point, they make more money, and don't have to deal with people. The search continues...

 

[DaiShan]

Originally posted by: jjoyner

Yep! but you must qualify this with what shimsham said as well.

I'm IT for a law firm, and one of the lawyers has her own wireless Logitech mouse. The batteries died one day, and she replaced them, but after 20 minutes of messing with it could not get it to work. She called me, I went to her desk and turned the mouse over and pushed the CONNECT button and it started working fine.

She told me "wow you must think I'm an idiot" and I told her "Only if you think I'm an idiot because I don't know how to take a deposition. You keep doing lawyer stuff and I'll keep doing tech stuff"

This makes you a good tech...IT demands someone with 10% technical knowledge and 85% ppl skills.....the other 5% is reserved for making lowball quips about the CEO talking dirty to his girlfriend over AIM will you are VNC'd into his machine....and not getting caught....

/me doesn't move the mouse whilest he types....

Very true, although it is infinitely easier to keep this attitude when you are dealing face to face with people. I've found that on site work people are much more courteous and friendly than when they call in on the phone. Basically you just have to filter out the cursing and personal attacks, otherwise the job is just unmanageable. On a side note - for those of you who are not in the industry, please don't call in angry and yelling on a saturday night. No one likes giving up their weekend, but we like it even less when you call in in a bad mood.

 

[DaiShan]

Originally posted by: Scarpozzi
Yeah....well.....help desk work is dealing with idiots. Do your time there and try to move up as soon as you get the experience. Just be careful. I've known people to stay there for too long and lose their edge. I went straight from Help Desk to Sys Admin....anyone can do it if you can network around town and study outside of the hd.

Good advice. My question is: wtf is up with companies advertising for tier 1 or 2 tech support with 3+ years experience. WhoTF spends that long in tier 1??

 

[DaiShan]

Originally posted by: Fritzo

Originally posted by: Armitage
So the first time you log in to my site, you get a screen asking you to change your password from the temporary one emailed to you, to one of your own choosing. The email that goes out with the temporary password states: "You will be required to change your password on the first succesful login."

So today I get an email along the lines of "I am trying to log into your site, but all I get is a screen asking me to change my password.". So far, he's attempted this 6 times :roll:

WHY DON'T YOU TRY CHANGING YOUR PASSWORD AND SEE WHAT HAPPENS???

must .... resist .... insulting .... the ... users ... grrr

Yeah, I get that a lot. A lot of times, to fix a problem, I just read word for word what the screen says to the user and they'll do what they're supposed to do. It's amazing. It's like if they read it themselves, their brains don't comprehend the instructions, but if someone reads to them, they get it right away. :roll:

A lot of people just don't read instructions at all. If they see something asking for a password or if the system doesn't read their mind the first thing they do is call tech support. We get people every day that call in for tech support on our software and they haven't installed it yet, they just want you to wait on standby in case they can't figure anything out. They ask you things like "should I hit next now" and "it says it was successfully registered...what does that mean??"

 

[imported_Phil]

Originally posted by: DurocShark
I've been doing this crap since the Mid-90's. Know what? I've begun to love it!

I did a stint last year writing code, building databases, etc. I thought that would be my dream job! Complete autonomy too! I got to build what I thought the rest of the help desk wanted, not what some clueless PHB ordered me to build.

After the first few weeks I began to hate it and wished I could get back on the phones and reset passwords and try to convince (l)users that they really DO need to have 7 different passwords for 7 different applications.

I guess I'm a people person at heart.

So I'm shooting for management now. Staring at a screen all day isn't for me. Working with people is.

And those of you bashing the OP, STFU. We all need to vent sometimes. Let us vent. If you don't like it, stay the fsck out of the thread. Duh.

I agree whole-heartedly. I'm developing part of the company's new CRM/manufacturing software (Progress SQL :| ), and I wish I was back out on the road fixing stuff, or talking to the end-users sometimes.

The trick, I've learned (from a fellow employee who's been doing Tech Support for this company some twelve years now), is after putting the phone down, say to yourself in a whiny voice "It's all broken, and it's all your fault!". Makes the noobier users easier to handle.

 

[purplehippo]

I set up broadband connections for Fortune 500 companies. I at first was irratated by the lack of knowledge from the users I enacountered. I came to the conclusion that just because people don't have a clue does not mean they are stupid. Helpdeak customer support is just that, customer support. Your job entails educating people how to remedy their problem. If they had a clue I guess they wouldn't be calling. So become the educator that your job description details. Once you have this attitude you'll be less likely to be unnerved by customers with no idea what is going on. Just my 2 cents worth.