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

[Arkitech]

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

our higher ups know, they just dont care

here's a typical day. usually it's not as busy in the morning and the calls start to build from mid afternoon until the evening. this has been the trend everyday since the 8 months i've been at the company. what tends to happen is we get lulls every so often, where each tech may have 3-4 minutes or longer in between calls. mgmt announces that there are 10-15 spots of early voluntary time off. so you got 15 techs leaving after which we get hit with a massive amount of calls and not enough people to handle the traffic. so annoying

 

[MagnusTheBrewer]

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

Yup, I always loved the calls that began with my computer doesn't work!

What specifically are you having problems with?
Everything!
Does your computer turn on?
Yes but, it doesn't do anything!
Can you see the desktop?
Of course I can but, I'm talking about the computer!

 

[TXHokie]

I got in trouble with my boss when I worked the helpdesk and closed out several tickets with "Code ID-10-T error". Those were the days.

 

[0roo0roo]

eh its not always the customers problem, i found out that western digital has no central customer service database, if you make a case online, upload proof of purchase and the rest, use your case number over the phone they won't be able to see anything. apparently email/phone/website are all practically separate, email your proof of purchase and they can't see it, so how can they help you? has to be escalated to some supervisor, and that takes a long time because i don't know what kinda hoops they have to jump through to work their system...

its 2012.... and they still can't get that right lol

anyways, folks, remember to register your stupid harddrive purchases now right away, with a 1 year warranty becoming standard, going off the manufacturing date no longer works, if you bought something that was made 6 months before you bought it, then it breaks 6 months down the line you are %#@ without a receipt.

 

[Jeff7]

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

This is the part I really hate.

"We have to give the surgeons mittens and safety scissors now, because someone could get hurt by pointy objects."

So now any moron can use the computer. And the advanced users are forced to use the computer at the level of a moron.

One more step toward Idiocracy.

 

[RelaxTheMind]

when i was did tech support we called those people "12 oclock flashers"

 

[ahenkel]

I spent a total of 2 hours on two different calls because a gentleman didn't like the way buttons on his iphone clicked. Nothing wrong with it just didn't like the feeling he got. The god damn feeling he got.

 

[Red Squirrel]

I got in trouble with my boss when I worked the helpdesk and closed out several tickets with "Code ID-10-T error". Those were the days.

Hahaha that's funny. In one of our ticketing systems used for internet troubles where the user does not see what is inputted we used to put "reboot wins again". Later on we were told to stop doing that because sometimes senior VPs saw tickets. :$

There was another tickening system used for the IT stuff where the user saw everything, so we always had to be careful what we put. For the really stupid users where the solution was to turn on the computer or something silly like that, I would just put it as is, it was funny enough on it's own. Something like:

Solution: Pressed power button. Tested ok.

 

[tommo123]

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.

problem is - some people say they rebooted but what they meant is they turned their monitor off and on. some people are truly truly retarded and it's not until you've dealt with the common people in a support capacity (ISP tech support here) that you realise that 90% of the population are utter cretins who should be sterilised.

so many stories, so many "smash my head against my keyboard" stories 😳

EDIT - red squirrel - snap!! stupid monitor people.

 

[Number1]

Sucks to be you.

Not everybody is a genius and it is YOUR job to help them out with their computer issues. That's what you get paid for.

Now STFU and get back to work. Like somebody already said, dance.

 

[tommo123]

Sucks to be you.

Not everybody is a genius and it is YOUR job to help them out with their computer issues. That's what you get paid for.

Now STFU and get back to work. Like somebody already said, dance.

nope, our job was to help them with their connectivity issues. not install powerdvd for them, not to get their toaster working, not to help them figure out why their PC won't work without a power cable (serious, some people can't understand this and insist it always worked without power!!), etc etc etc.

some people are retards. really.not knowing something is 1 thing but some people are proud not to learn anything and deserve what they get on their PCs - viruses etc.

 

[HeXen]

This is the part I really hate.

"We have to give the surgeons mittens and safety scissors now, because someone could get hurt by pointy objects."

So now any moron can use the computer. And the advanced users are forced to use the computer at the level of a moron.

One more step toward Idiocracy.

Are you saying we should continue to keep everything complex or make it more complex?
At what benefit...tell me, what is the benefit? Will we have fewer tech support calls? Lol, of course not.

some people are retards. really.not knowing something is 1 thing but some people are proud not to learn anything and deserve what they get on their PCs - viruses etc.

yup and not making things idiotproof only creates more retards. its not that their proud...its they don't give a crap. so they call someone who does. simple.

 

[marvdmartian]

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.

That's usually your tier one techs, or, as I like to call them, "flip card readers". They know little to nothing, other than what they've learned from their flip cards, which tell them to have you do certain things, in a certain order.

More than once, in the past, I've sat there for the first minute or two, while they fumble through reading their cards, and I repeat, "Did that already, next step?" Sometimes, you're lucky, and they'll just pass you along to the tier two techs, who really know what they're doing.

 

[tommo123]

That's usually your tier one techs, or, as I like to call them, "flip card readers". They know little to nothing, other than what they've learned from their flip cards, which tell them to have you do certain things, in a certain order.

More than once, in the past, I've sat there for the first minute or two, while they fumble through reading their cards, and I repeat, "Did that already, next step?" Sometimes, you're lucky, and they'll just pass you along to the tier two techs, who really know what they're doing.

some are like that yes, others just have what you call tier 2 as the 1st line but because you can't take the average customers word that they've done something you have to walk them through an action to make sure they've actually done it.

you're the 1% that makes calls easy(easier) as you can just ask if you've done something or not and know that they know what they're doing. the other 99% are the ones that call up and when you ask if they're in front of their PC they say that they're in another country on vacation but the internet didn't work when they left (had one of these - no lie. called the UK from canada ffs!).

 

[Jeff7]

Are you saying we should continue to keep everything complex or make it more complex?
At what benefit...tell me, what is the benefit? Will we have fewer tech support calls? Lol, of course not.

Don't eliminate advanced features.
Want to improve the interface for people who've never seen a computer before? Fine.
Please have an "Advanced" mode somewhere, or allow an interface for people who can use a computer efficiently.
It happens in the education system too: Things get dumbed down so that anyone can understand something, at the expense of slowing down those who could otherwise move ahead. (And there's the trend of canceling "gifted" programs and academic programs like that which help smarter people speed forward, so that we can use that money to help 12th graders who can't multiply fractions, who also don't want to learn. Just like failing to fund infrastructure maintenance and construction, it screws over the future.)

 

[borisvodofsky]

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

wait wait wait, Kicked a crack addiction and LOST? 75lbs???

Sure you don't mean gain?

 

[MrPickins]

I feel your pain...

 

[Red Squirrel]

I feel your pain...

Haha we had that posted up at our office when I worked at the help desk.

 

[Arkitech]

wait wait wait, Kicked a crack addiction and LOST? 75lbs???

Sure you don't mean gain?

crazy as this sounds its a true story

customer said she was only doing crack because her boyfriend forced her. she broke up with her boyfriend, stop smoking crack and lost 75 pounds. her new weight? 350

she then proceeded to invite me over for chili

also should mention this was my first day ever as a call center technician. i was absolutely horrified about answering any other calls after that one

 

[Robert Munch]

My favorite is when someone says "I have a quick question to ask" and then it turns into this long conversation with many twists and turns.

 

[Slammy1]

I remember back in the days of ball mice I was taking a course on a software package. The instructor was so excited we actually knew the basics (even helped on some Win95 commands she didn't know). So she's explaining how every once in a while someone doesn't understand how mice work. They'd try to maneuver them in air, not on the desktop, and since they were ball mice they'd have just enough success to think they were doing it right.