If there is one thing I hate...

[Viper GTS]

When you call tech support, do NOT demand a full troubleshooting flowchart including every single possibility of what could be wrong. I spent four weeks in training learning how to do what I do for a living, I cannot convey it all to you over the phone.

:|

This guy calls in. Thick accent, can barely understand 1/2 the words he says. He can't understand me either, no complex sentences or big words or I'll have to repeat everything.

He's getting a very generic error on his printer, one that can mean any number of things. I told him we needed more info - What application, driver, documents. etc are causing the problem, does it power on to the error or only give the message when a job is sent, etc, etc, etc. He's not at the printer, doesn't have ANY of this info, yet wants me to take him through step by step troubleshooting to cover anything that could possibly cause the error. He could not get it through his head that we needed more information.

Finally he's off my phone.

Not two minutes later my phone rings again. Guess who it is?

He doesn't even realize he got the same person, & launches into the same freaking Q&A session.

Are you dense? Do you think someone else is going to tell you different? YOU MUST GIVE US USEFUL INFORMATION FOR US TO MAKE A USEFUL SUGGESTION. AT LEAST BE AT THE DEVICE SO WE CAN HELP YOU SEEK THAT INFORMATION.

Arrrggh!

Viper GTS

 

[LordMaul]

No, come on Viper....

Tell us how you REALLY feel.

 

[BooGiMaN]

I bet on days like this you wish you had a red button you could push which would send 1 million jiggawats down the line and fry the person on the other end.

 

[BatmanNate]

I thought this was going to be another thread about Jacko.

 

[notfred]

four weeks is a lot of training.


😛

 

[Phuz]

Originally posted by: Viper GTS


Are you dense? Do you think someone else is going to tell you different?

I don't know... this consistency of support boundaries where I am is funny.. 😉

 

[pyonir]

So, Viper, i have this problem with my printer....

 

[StageLeft]

Sorry for being like that on the phone. I've had a hard day 🙁

 

[Viper GTS]

Originally posted by: notfred
four weeks is a lot of training.


😛

Four weeks of 8 hour days + another two weeks later on... So technically 6 weeks. I can tear a printer down to a bare frame & put it back together again.

But I cannot instill that knowledge over the phone to someone who barely speaks english.

Viper GTS

 

[Spyro]

Originally posted by: Skoorb
Sorry for being like that on the phone. I've had a hard day 🙁

 

[Spikey289]

I hear ya viper I do tech support too and the customers can get to ya! 🙂 Just remember your job proves to you that you sneeze more iq then the average user that calls in has! 🙂

 

[GroundZero]

Originally posted by: BatmanNate
I thought this was going to be another thread about Jacko.

you were hoping weren't you?

 

[Viper GTS]

Originally posted by: Phuz

Originally posted by: Viper GTS


Are you dense? Do you think someone else is going to tell you different?

I don't know... this consistency of support boundaries where I am is funny.. 😉

This isn't a matter of support boundaries, it's definitely within my boundaries (I don't have many). We do need info to work with though, otherwise any predictions I make are absolutely useless.

Viper GTS

 

[Zenmervolt]

Originally posted by: BooGiMaN
I bet on days like this you wish you had a red button you could push which would send 1 million jiggawats down the line and fry the person on the other end.

One Million Jiggawatts?! Be careful man! That's enough power to send the guy into the future 826,446 times! 😛

ZV

 

[NogginBoink]

Yep, gotta love the customer who calls when he's not in front of the computer and didn't write down the error message.

"So... did you just call to chat, then?"

I haven't used that one, as much as I've been tempted.

I have used, "Sorry, Mr. Customer, I left my magic wand at home today."

Thankfully, those customers are in the minority in my line of support.

 

[PhaZe]

Damn that sucks
I feel for ya.
Kind of like the time I built a pc for my uncle and he assumes I'm 24/7 tech support.

"hey john what does it mean when it says non system disk or disk error, replace and strike any key when ready, when I turn on the computer?"

😕

 

[Adul]

damn i thought i was being nice to you meanie 🙁

 

[Spikey289]

Originally posted by: PhaZe
Damn that sucks
I feel for ya.
Kind of like the time I built a pc for my uncle and he assumes I'm 24/7 tech support.

"hey john what does it mean when it says non system disk or disk error, replace and strike any key when ready, when I turn on the computer?"

😕

It means you need to tap the computer with a hammer about 5 or six times. Told a family member that once, they never called me again! 🙂