Rant: OMFG STUPID HELP DESK PEOPLE.

[PlatinumGold]

You call in a helpdesk person and they act like they are DOING YOU A FVCKING FAVOR. WTF, Why the hell do we have a HELP DESK IF WE are EXPECTED TO KNOW EVERYTHING.

Fvcking morons. get pissed because Users DON'T KNOW the SUPPORT DESK PEOPLES JOBS. FVCK if i knew all that MB I would be working HELPDESK, but at least i'd be pleasant about it.

 

[Regs]

That didn't take long.

*Stops the stop watch.

 

[TMPadmin]

Well to tell you the truth I only call so I can talk about the issue I am having, not for an answer. I NEVER expect them to have an answer. They never do. But it gives me the opportunity to talk about the issue that allows me to hear what I have been working on and therefore find the answer myself. Move helpdesk Specialists don't know much. Like the one that told me to format and restore my server because it wouldn't boot. YEAH! I had a backup but that wasn't the answer. I did my time as support and was courteous to each customer, I understood that people would be calling that didn't have a clue about the software or hardware, which was why I had a job. I didn't complain, just put my feet up, head back, closed my eyes and took it slow.

 

[PlatinumGold]

my favorite is still the Iomega tech. i called to rma my internal zip drive. every time i would plug the zip drive into the ide, NO POST, NOTHING.

remove the zip, boots NO PROBLEMS. i tried all the different combinations, master slave, primary secondary everything, whenever the zip drive got plugged in NO POST.

so i call Iomega for RMA, and explain to the tech i'm getting NO POST, the moron tells me to put in a dos disk and boot to Dos.

 

[wyvrn]

I used to be one of the few helpdesk techs that knew what I was doing. When companies stopped paying fair wages, I moved on. Hey, if you want ultra-cheap products, then you cannot expect quality tech support. It's a give and take and as a business owner, PG, I would expect you to understand that

 

[TMPadmin]

Originally posted by: PlatinumGold
my favorite is still the Iomega tech. i called to rma my internal zip drive. every time i would plug the zip drive into the ide, NO POST, NOTHING.

remove the zip, boots NO PROBLEMS. i tried all the different combinations, master slave, primary secondary everything, whenever the zip drive got plugged in NO POST.

so i call Iomega for RMA, and explain to the tech i'm getting NO POST, the moron tells me to put in a dos disk and boot to Dos.

Bahahah! I usually get "cut off" after the tech suggest I do a few things after I already did that! I can't tell you how many times tech support hung up on me.

 

[PlatinumGold]

Originally posted by: wyvrn
I used to be one of the few helpdesk techs that knew what I was doing. When companies stopped paying fair wages, I moved on. Hey, if you want ultra-cheap products, then you cannot expect quality tech support. It's a give and take and as a business owner, PG, I would expect you to understand that

ya, but i say NO POST, and he says BOOT to DOS??

he has to know AT LEAST what POST and DOS is.

 

[wyvrn]

Those guys are getting as little as $9 an hour in some cases. No good tech is going to work for that. What you are getting are community college and high school grads working their first jobs. They get maybe a week of watered down training and a knowledge base full of canned answers. You are right, they aren't techs. They are phone jockeys, but that's all the money companies have to spend on tech support because most customers buy on PRICE first.

Originally posted by: PlatinumGold

Originally posted by: wyvrn
I used to be one of the few helpdesk techs that knew what I was doing. When companies stopped paying fair wages, I moved on. Hey, if you want ultra-cheap products, then you cannot expect quality tech support. It's a give and take and as a business owner, PG, I would expect you to understand that

ya, but i say NO POST, and he says BOOT to DOS??

he has to know AT LEAST what POST and DOS is.

 

[SinnerWolf]

blame the company, not the tier 1 tech. they treat you like they are doing you a favorbecause
a) they can't understand you due to language barriers
b) you don't know how to communicate the problem and expect them to know exactly what the issue is in 45 seconds
c) it's such an easy issue that they can't have any level of respect for you
d) they just got off of a call that makes even conversation with your 2 year old seem philosophical in nature

 

[TMPadmin]

Originally posted by: SinnerWolf
blame the company, not the tier 1 tech. they treat you like they are doing you a favorbecause
a) they can't understand you due to language barriers
b) you don't know how to communicate the problem and expect them to know exactly what the issue is in 45 seconds
c) it's such an easy issue that they can't have any level of respect for you
d) they just got off of a call that makes even conversation with your 2 year old seem philosophical in nature

Are you talking about a general home user or an IT professional who is actually looking for some decent support on a server product? Let Tier 1 support be for the home users or those who call looking for the "any key" but companies should invest a little into their Money products. They don't make much on home stuff anyway, the money is in the server, business end products.

 

[PlatinumGold]

Originally posted by: TMPadmin

Originally posted by: SinnerWolf
blame the company, not the tier 1 tech. they treat you like they are doing you a favorbecause
a) they can't understand you due to language barriers
b) you don't know how to communicate the problem and expect them to know exactly what the issue is in 45 seconds
c) it's such an easy issue that they can't have any level of respect for you
d) they just got off of a call that makes even conversation with your 2 year old seem philosophical in nature

Are you talking about a general home user or an IT professional who is actually looking for some decent support on a server product? Let Tier 1 support be for the home users or those who call looking for the "any key" but companies should invest a little into their Money products. They don't make much on home stuff anyway, the money is in the server, business end products.

my problem is, my clients use SOHO stuff so i only get User level support. it's frustrating as hell. i know a guy that is level 3 tech support for Merril Lynch, he says when he has to call to another vendor he just answers all the questions and gives them appropriate responses untill they send him up the ladder.

i can't imagine something more inefficient than that. it would save the person calling in and the company answering soo much time and money if they would just send him to the appropriate level from the beginning.

 

[alkemyst]

"can I ask you something? you sound really familiar, do you work drivethrough at the McDonalds on the corner of fifth and Parker? no, maybe it's Burger King then?" click "hello?"

heheh

 

[Looney]

You know what's the funniest thing, i get calls from strangers who have no relation to my company/store whatsoever, but they call to ask for help.

 

[MillionaireNextDoor]

I get hung up all the time from Indian phone jockeys. That and missed appointments.. by THEM!

 

[Pandaren]

I've met a few Help Desk people that knew what they were doing, but they were computer enthusiasts (built their own gaming rigs, knew windows tweaks, etc). Most of the help deskers that I've known really didn't know computers all that well. They simply did it as a job and didn't care about computers outside of work.

 

[DurocShark]

Originally posted by: PlatinumGold
You call in a helpdesk person and they act like they are DOING YOU A FVCKING FAVOR. WTF, Why the hell do we have a HELP DESK IF WE are EXPECTED TO KNOW EVERYTHING.

Fvcking morons. get pissed because Users DON'T KNOW the SUPPORT DESK PEOPLES JOBS. FVCK if i knew all that MB I would be working HELPDESK, but at least i'd be pleasant about it.

Keeping it in the same vein...

If you Fvcking Lusers would learn to use your fvcking tools, we wouldn't need to hold your hand while teaching you where the "START" button is!




Nya nya nya nya nya!

 

[wyvrn]

I worked heldesk/desktop for over 4 years, and I saw differently. About 2/3 of the people were pretty hardcore, built their own machines and stuff. Many of them were gamers or did stuff like run linux in their spare time. The other 1/3 were iffy on technical knowledge.

Originally posted by: Pandaren
I've met a few Help Desk people that knew what they were doing, but they were computer enthusiasts (built their own gaming rigs, knew windows tweaks, etc). Most of the help deskers that I've known really didn't know computers all that well. They simply did it as a job and didn't care about computers outside of work.