Silly customer, why call tech support and complain about your bill?

[Arkitech]

vent


I also can't control how long you had to wait on hold, invest in a speaker phone


please don't restart your computer when I ask you to enter your email password


if you don't know what a web browser is then maybe you should'nt be on the internet


if you know the answer to your computer problem why are you calling me


while I'm happy you lost 75 pounds and kicked your crack addiction, that might be a bit more information than what I need to fix your connection problem


so you think someone is hacking your computer but you have'nt had access to the internet for more than a month


/vent

 

[rh71]

I hate when techs make me do things that I just got done doing like reboot. I know they need to make sure certain things are complete and we've got a fresh start, but I just wasted X time doing that and other steps and you're just making me waste more time.

 

[olds]

The hacker is in the house!

 

[unokitty]

Way back when I was still a director, I had a favourite sign. It read:

People that can't use computers,
probably shouldn't.

Uno

 

[Red Squirrel]

vent


I also can't control how long you had to wait on hold, invest in a speaker phone


please don't restart your computer when I ask you to enter your email password


if you don't know what a web browser is then maybe you should'nt be on the internet


if you know the answer to your computer problem why are you calling me


while I'm happy you lost 75 pounds and kicked your crack addiction, that might be a bit more information than what I need to fix your connection problem


so you think someone is hacking your computer but you have'nt had access to the internet for more than a month


/vent

Hahaha the joys of tech support.

I remember when I worked help desk, I'd ask for the phone number and pull up their modem so I can see the stats on it like attenuation, noise, current bandwidth being used vs available etc... which would help diagnose the problem.

One of those statistics was when was the last time it was rebooted. It was always funny when they'd lie to me about the fact that they just rebooted and I see that it's been up for hundreds of days. :biggrin:

There was this one client that must have really bad power or something where they are, they'd call almost once a week and it would always turn out their modem was dead so we'd send another one. Guy got so pissy at me because he was losing 10 thousand dollars every minute it did not work. I loled so much when people made ridiculous statements like that. This was a Radioshack in a town that has like 10k people in it. I'm sure he had ten thousand dollars worth of debit transactions happening every minute.

 

[MagnusTheBrewer]

When I worked for MS in the dark ages supporting Win98, I had a woman call who wanted me to go through each line of the registry and explain it to her.

 

[SirStev0]

In the thread: Tech support guys complaining about having to do their jobs...

 

[Red Squirrel]

In the thread: Tech support guys complaining about having to do their jobs...

Their job is to help people with valid issues concerning the product at hand. Some of the silliness simply wastes our time from doing their real job.

For example I had this idiot who could not figure out how to login with his new password that I reset to "password". I was on the phone for a freaking hour. I even reset it to the letter a and finally he got in. During that time I could have helped 5+ people who were having valid issues. Worse is when it's busy and you get stuck with a dumbass like that and there are people that are on hold in the queue. Thankfully only 1% of people are usually assholes or complete idiots.

 

[Jeff7]

I hate when techs make me do things that I just got done doing like reboot. I know they need to make sure certain things are complete and we've got a fresh start, but I just wasted X time doing that and other steps and you're just making me waste more time.

Yeah. :\

But they probably have to deal with:
"I did just reboot."
What was left out:
"I did just reboot. Then I headed to earfuckmewithspyware.com and downloaded 8 variants of CoolWebSearch, put 2 versions of BonziBuddy onto the computer, half uninstalled one, then tried to run an antivirus scan because a window popped up and said 'Click here to disinfect ur PC!' and then it stopped working so I called you."


Or "It just failed recently" means "It failed about 4 weeks ago, but I didn't get around to doing anything about it until today. I think my cat peed in it in the meantime."

 

[Red Squirrel]

Oh speaking of rebooting, for a lot of people a reboot involves turning the monitor off and then back on. A quick check is if their reboot only took 5 seconds, it's not because they have a raid array of 20 SSDs, but it's because they did not actually reboot. :biggrin:

There's a mac joke in here somewhere.

 

[HeXen]

see people, this is why Apple is so big and also why MS made Windows 8 with that metro interface so many hate. computer have to be tard friendly.

 

[Red Squirrel]

see people, this is why Apple is so big and also why MS made Windows 8 with that metro interface so many hate. computer have to be tard friendly.

Sadly the truth. That silly stuff caters to the dumb users, which there are more of.

 

[PowerEngineer]

I also can't control how long you had to wait on hold, invest in a speaker phone

I'll give you the rest of your venting, but not this one. Assuming you can only be reached through a typical multi-step phone menu system with built-in waits of 10+ minutes for each step, I think your customers have at least as much right to vent!

 

[uclaLabrat]

This reminds me of the time I was the asshole. I had built my first computer, it booted, got everything installed, but couldn't connect to the net. Called up tech support, went through everything, spent about 45 min on the phone with the guy. He was at the end of his abilities, and offered to connect me to someone higher up. I noticed at that moment my modem wasn't on. I asked him for the number of the department and thanked him for his time, didn't have the heart to tell him I was a dickwad.

 

[MagnusTheBrewer]

I'll give you the rest of your venting, but not this one. Assuming you can only be reached through a typical multi-step phone menu system with built-in waits of 10+ minutes for each step, I think your customers have at least as much right to vent!

Then there's the places that have 27 different departments but, the only number that's easy to find is tech support.

 

[HeXen]

Sadly the truth. That silly stuff caters to the dumb users, which there are more of.

Silly to us, yes...but only to us. Actually any idiot proof product is often only silly to those who are enthusiasts of the product. Those of us who want to learn it, inside and out.
but i have a feeling if some people here could buy a car that prevents you from screwing it up in anyway and makes your driving habits idiot proof, that most would buy it but the mechanics and pro drivers would hate on it.

idiot proofing everything is not always inherently bad when most of those that are buying such do not care to learn nor have any motivation whatsoever to ever learn regardless of how much they want to use it. So even if you keep it more complex, most people will never bother to learn any more than they have to anyway.

So just imagine a Toaster where you had to punch in a program code setting the heat in Farenhiets. Adjusting the depth from the bread to the heat elements. Then adjust the time in seconds.....or you could just guesstimate and say the heck with it like what most PC users do when adjusting things. And maybe you could relate....or maybe i made a bad analogy.

 

[MagnusTheBrewer]

Silly to us, yes...but only to us. Actually any idiot proof product is often only silly to those who are enthusiasts of the product. Those of us who want to learn it, inside and out.
but i have a feeling if some people here could buy a car that prevents you from screwing it up in anyway and makes your driving habits idiot proof, that most would buy it but the mechanics and pro drivers would hate on it.

idiot proofing everything is not always inherently bad when most of those that are buying such do not care to learn nor have any motivation whatsoever to ever learn regardless of how much they want to use it. So even if you keep it more complex, most people will never bother to learn any more than they have to anyway.

So just imagine a Toaster where you had to punch in a program code setting the heat in Farenhiets. Adjusting the depth from the bread to the heat elements. Then adjust the time in seconds.....or you could just guesstimate and say the heck with it like what most PC users do when adjusting things. And maybe you could relate....or maybe i made a bad analogy.

The problem with idiot proofing is that it encourages idiots and has the effect of dumbing down reasonably intelligent people because they no longer know the right questions to ask.

 

[HeXen]

The problem with idiot proofing is that it encourages idiots and has the effect of dumbing down reasonably intelligent people because they no longer know the right questions to ask.

lol, they don't know the right questions to ask as it is now do they? They never have and they never have once been intelligent with computers. It doesn't encourage one to be an idiot, it merely caters to them. All you have to do is look around you in the last 15 years or so since the big internet boom caused all the idiots to want computers.

people only learn what they want to learn. For PC's, that involves clicking that icon. If they had to type in C: \run...etc. then PC sales would be where they was in the 80's.
Look what idiot proofing video games did for sales of the Wii...hey look, now granny can play games and suddenly has a desire to do so. idiot proofing = sales...plus we are all idiots at something.

 

[MagnusTheBrewer]

lol, they don't know the right questions to ask as it is now do they? They never have and they never have once been intelligent with computers. It doesn't encourage one to be an idiot, it merely caters to them. All you have to do is look around you in the last 15 years or so since the big internet boom caused all the idiots to want computers.

people only learn what they want to learn. For PC's, that involves clicking that icon. If they had to type in C: \run...etc. then PC sales would be where they was in the 80's.

You're assuming reasonably intelligent people call tech support. As for people only learning what they want to learn, I'll direct you to all the education threads wherein the tech nerds complain about all the useless classes they have to take like writing, history, language...

 

[Arkitech]

I'll give you the rest of your venting, but not this one. Assuming you can only be reached through a typical multi-step phone menu system with built-in waits of 10+ minutes for each step, I think your customers have at least as much right to vent!

lol

the problem is that I get customers who spend 4-5 minutes whining about being on hold. as a tech there's nothing I can do about that. all i can do is fix the problem they have, but they insist in wasting more time by complaining to a guy who can't do anything about the time they lost while on hold. thank goodness for browser games, I can usually get in 1-2 plays while the customer gripes

 

[Arkitech]

Then there's the places that have 27 different departments but, the only number that's easy to find is tech support.

lol, thats definitely my company. i honestly feel really bad for customers when they've been on hold for 2 hours and get transferred to my department with a problem I can't do anything about. the problem is some of our reps are just down right evil, they'll tell the customer to hold for a moment then transfer them somewhere else without even asking what the problem is.

 

[Jeeebus]

Less talk, more fix my computer.

You're a computer fix-it monkey. Now dance.

 

[olds]

lol

the problem is that I get customers who spend 4-5 minutes whining about being on hold. as a tech there's nothing I can do about that. all i can do is fix the problem they have, but they insist in wasting more time by complaining to a guy who can't do anything about the time they lost while on hold. thank goodness for browser games, I can usually get in 1-2 plays while the customer gripes

Do you let anyone know that people are complaing about hold times?

 

[Arkitech]

The problem with idiot proofing is that it encourages idiots and has the effect of dumbing down reasonably intelligent people because they no longer know the right questions to ask.

this right here.

i get sooo many people with problems and they have no clue as to how explain the issue. i can understand people confusing the modem and the router, but i get some customers who enter the email name for their windows logon all the time. there are tons of people who have no idea what a browser is or how to right mouse click or what usb or ethernet cable is.

typical conversation


hi sir could you connect your ethernet cable into your router

*30 second pause

connect my what to my what


i've learned to masterfully use my mute button whenever i scream now

 

[shortylickens]

Shall I make a parody thread?