Your product is trash, I want a refund. Tech Support |
- Your product is trash, I want a refund.
- I've decided that you can't help me
- Okay You See That Light Switch Over There?
- Never trust a user
- Not all business is good business
| Your product is trash, I want a refund. Posted: 24 Feb 2019 08:29 AM PST I work with a small team that provides tech support for a company that produces many types of computing equipment, mainly networking devices. I work an early morning and weekend shift which with our tiny team size means i spend at least half of my week flying solo. Going to be a little long strap in. Me = Me MU = Mac User It's about 7 am on a sunday and my first call of the day rolls in. Me : <Opening garble starts but is interupted> MU : You suck, and so do your products Now i'm not a tactful person by any means the fact i (still) have a consumer facing position confuses me. I also have a scottish accent that to my wife's amusement gets thicker as i get annoyed, drunk or flustered. Me : <Tone change> Right, what can i do for you today. MU : Your product sucks and i want a refund. Me : Unfortunately we don't actually sell any of these products directly so we don't handle refunds but if you're having technical issues I can try and help y'out, if you want a refund you would have to talk to the vendor. MU : Unacceptable Me : Right, well this is tech support, not sales and if you are just here to yell it me i don't want it. MU : If you would just do your job. . . Me : <Interupting> What seems to be the issue. MU : Finally! Some service, I require a refund. Me : No, as i stated previously we do not handle refunds. If you absolutely must process this through us it would be a replacement and only if there is a problem found on the device. MU : Well this is unacceptable ,After you are done replacing my unit I would like to speak to someone in charge as this piece of crap does not work and the fact that you are making me jump through these hoops is unacceptable. Me : Before we can even think about replacing this I will need to collect some information on the product such an serial number and your contact information and begin troubleshooting. MU : Humph,Whatever as long as it gets done now! <Provides info> Me : What seems to be the issue? MU : It dosen't work! I need a refund. Me : Specifically what does the unit do that is causing the problem. MU : It won't connect to my mac, I have not had any other problems connecting things to my Mac so clearly your product is trash. <Finally information I can work with> Me : Is the ethernet cable connected from the unit to your network? MU : HOW DARE YOU, You assume i have not connected this correctly? I am <"I dont give a shit" IT possition at big company>, The cabling is connected and it's flashing green. Me : Ok, good we have network connection, What are the other lights on the front of the unit doing? MU : Nothing, see its broken. When I try and turn on nothing happens therefore it is broken refund me now or I'll take this further. I hit the power button and nothing. Me : Power button? MU : YES! THE FUCKING BUTTON ON THE FRONT OF THE TRASH BOX YOU SOLD ME! Me : Read the button. <All i could muster without blowing my shit> MU : HOW D. . . Me : Read the button. MU : Pow. . . F-f-function. Me : Right, we calm? MU : Yes sir <sad> Me : Power switch is on the back of the unit. Turn that to on and tell me what happens. MU :<depressed tone> power light is now flashing. Me : Once the unit is on you can use it. Anything else i can do for you today. <10 seconds of silence then the call disconnects> [link] [comments]  |
| I've decided that you can't help me Posted: 24 Feb 2019 09:22 AM PST One of the first calls I've answered to in a new company was this very angry lady caller. Note that around here, the working hours are generally from 08:00 to 16:00 and this call happened at around 15:59. We however were open until 17:00. Me: (company, my name) speaking Caller: My computer is not working right. Me: Oka...... Caller: I know you're just about to close and do not want to help me! Me: That's no... Caller: This is what's wrong with everything these days. People just want to run home and not help. I should file a complaint about this. This keeps on for about 10 minutes, I can't get a word in as she interrupts me and goes on to tell me about all that's wrong with everything. After she's done there's a one second break, when I get to ask what's actually wrong. The issue is dealt with over the remote control software in a minute. After it's done, she hangs up on me. You're welcome! [link] [comments]  |
| Okay You See That Light Switch Over There? Posted: 24 Feb 2019 11:46 AM PST Worked in various tech support for a couple different universities in a past life. A lot of my day to day included wiping the noses of people who were a lot smarter than me, and who weren't especially nice or grateful about it. This one just took a lot more mileage. One of my projects one semester was a joint class between our university and a class in eastern Europe. We did it over a real time IP video teleconference with an H.239 dual stream to share the instructor's laptop. It's a long distance but it really wasn't anything special for us. Went through all the testing, pre-semester and everything was fine. We could see and hear eachother and swap duo (term for the computer content sent simultaneously with the camera stream) streams no problem. Great. Show up on the first day, get the instructor all set up. His laptop syncs with the codec no problem. Students show up on both sides of the planet and I'm feeling pretty good about myself. We get about halfway through the first class, and a hand goes up that the Euro students can't see the Powerpoint slides. Do all the necessary checks. Check my local video workflow. Everything looks good. Signal is going from the laptop to all the right inputs. Pull up the duo output of the codec on a confidence monitor. Looks good. Run a traceroute to the far end codec, no issues there. Pull up the codec's web UI, everything is good there. It's even updating as he changes slides. As far as I can tell, everything is going out as intended. We end the class, and I ask the far end team to please look over their workflow and make sure the port wasn't suddenly disabled or something. This goes on for the next class, and the next class, and the next class... I show up early. Get the instructor's laptop to push to the codec. Triple check my local workflow. Confirm with the tech in the room on the far end that everything is okay. Start the class. Get a few slides in. And then the students complain that they can't see the slides. They're also not giving me a great description of what the issue is. Do they see a black screen? Is it frozen? Does it stop suddenly? I get no useful info. They can't show me what it looks like either because they don't have a camera that faces the projector screen. Spend what little downtime I have testing week by week. Getting to work early to run tests on Eastern Europe hours. Field angry emails from other higher ranking faculty within the program about what an idiot I am that I can't get this working properly. This was some kind of super high level physics class too, so everyone is functioning at peak brain power. At one point one of the very decorated senior faculty members travels all the way there just to see for himself that he can't see the slides either. He complains that the slides are totally garbled and unreadable. I ask the local tech to go over his projector settings. He swears that they're fine. I set up a 3 way call with a 3rd SIP client to prove to everyone that the computer content is absolutely not going out garbled or blown up or anything. No one's buying it. This goes on for so long and gets so many high visibility faculty members that they agree to put my supervisor on a plane, fly her to Europe and go through their video workflow piece by piece. Which we do, requiring more early mornings from me, and minus a few tweaks she signs off that everything looks fine. Students show up to class with my supervisor watching from in the room in Europe for the first time. Everything looks good. We start getting ready to go, and the technician flips on the overhead lights... including a giant fluorescent light that sits directly above the LCD projection screen... washing out the incoming PC duo content being projected on the screen. My supervisor asks if this is how they always have the lights and he says "yeah, the students don't like to sit in the dark." She walks over to the wall, flips off the lights above the projection screen and the image is crystal clear. On the incoming camera stream I can only see a group of nonplussed students and faculty casually raise their eyebrows that the mystery of the slides has been solved. My boss flies back home to America dumbfounded. In the following years I spent working there we never once received an apology or a thank you for teaching a room of genius IQ's that you need to dim the lights to see the overhead projector. From my boss' account of things, the tech support guy on the other end was just watching movies on his laptop every class and wasn't actually doing any of the troubleshooting I asked him to do. The worst part was that they never actually learned their lesson either. Every time the class met they'd still complain (to me) about the slides and I'd have to take the microphone from the instructor and say to the other side of planet Earth, "Okay... you see the lightswitch over there?" tl;dr tech support traverses Atlantic Ocean to turn off a light switch [link] [comments]  |
| Posted: 25 Feb 2019 01:28 AM PST Today, I made a mistake. I believed a user when they said they had rebooted. $Me = Me $User = User We are a small IT company, the users all know us. $Me - Good morning, you're through to IT LTD, how can I help. $User - Good morning $Me it's $User from ABC corp. I'm having some problems editing videos with Premire. $Me - Okay no worries, let me hop on your machine and take a look. $User - I was editing late last night and now the entire program has stopped working. I connected onto her machine, premire was stuck on the splash page. $Me - Not to worry we'll sort this out, have you rebooted the laptop at all today? $User - Yes I rebooted it first thing but it was no good. My mistake...I believed her. Derp. I spent the next 10 or so mins troubleshooting and was about to reinstall Premire when I figured, no harm in trying it again. $Me - I'm going to do another quick reboot on this machine and see if it makes any difference before I reinstall it. $User - Ah yes maybe a complete shutdown will fix it. $Me - A complete shutdown/reboot is normally the way. $User - I know for next time if it works! Wait...what? Basically that office runs on terminal services so they are used to logging out and logging back in. Not rebooting anything. She thought a log out was a restart. Reboot fixed the issue, user was happy (she's lovely anyway) and went on her merry way. Moral of the story - never believe a user :D [link] [comments]  |
| Not all business is good business Posted: 24 Feb 2019 03:49 PM PST I used to work for a small computer repair shop and we did a lot of miscellaneous work for people in a very large radius (anywhere within a 2 hour drive). On top of this, we charged a fraction of what most people charged, only $45 an hour, and $0.60 per mile for on site, in home service. Anyways, I ended up leaving that place and found a better job that didn't require so much travel time. However, I had built up a pretty good reputation at the old place, and one particular old customer had kept my personal cell I had provided since the last place didn't give me a work phone (I learned my lesson since then). The old customer, we shall call Joe, was an old client who lived 1.5 hours away off a pretty crappy highway. Joe gives me a call and the conversation went like this.
Man I felt pretty terrible after that, and it still makes me feel bad knowing I couldn't help him out. He was a nice guy once you got to know him, but I guess he had some other techs that rubbed him the wrong way. [link] [comments]  |
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