No your broadband doesn't come free. Tech Support |
- No your broadband doesn't come free.
- They are stealing my computer's cookies...
- Can’t open my PDF’s!
- Printer won't turn on.... Have you turned in on?
- Piss poor planning
- Who remembers the SVCHost.exe doomsday of 2010?
- When going beyond scope and failing compliance is the best for everybody
- She will once again do her job, and do it well.
- The casual, and the black and white document.
| No your broadband doesn't come free. Posted: 30 Sep 2019 04:11 PM PDT I work for a small Telecomms company/ ISP. We're the only fixed line broadband provider in our city and so I'm used to getting some weird calls, mainly because we'll pretty much provide the best support we can; even on totally unrelated issues such as setting up a new iPhone or lately calling a taxi! But that's a story for a different day. Because if we don't we get the old "grass is greener" or "monopoly" speech. This never ending tirade has given me the unique ability to be able to hold my tongue on some of the strangest calls. This one is especially facepalming and happened just a couple of hours back. User - U, Me - Me Me - Hi you're through to tech U - my router isn't working Me - okay when was the last time you know it was working? U - I Don't know Me - at a guess, are we talking hours, days, weeks? I ask this to get an idea of if compensation is applicable U - not sure. Me - okay, well let me bring up your account, can I get your address and postcode U - 123 ABC drive. Me - okay I can't find an account registered at this address, has your service ever worked before? U - yes the last people who lived here had the internet This was a bad sign Me - okay, so you're new to the address then? U - yes can you get it fixed today? Me - well there's nothing wrong, you just haven't set up your service yet.. the average lead time is up to 2 weeks if an install is required. U - oh I didn't know I had to Me - let me just pass you through to sales. I told that poor girl on the sales team what had gone by and said that I didn't dare tell the customer he has to pay for his internet service! I can guarantee you that he will have flipped his $#!T learning it's not a public service, god knows what rock he's been living under! I really hope that call turned out okay! TL;Dr User doesn't realise that broadband doesn't come free, gets a bit of a shock! [link] [comments]  |
| They are stealing my computer's cookies... Posted: 30 Sep 2019 10:18 PM PDT Short and sweet. I'm a Web Developer / IT for a small marketing agency. One of our project managers called me up very concerned about her Macbook. You see, several websites she had visited were asking for permission to take her computer's "cookies" (I know they were getting permission to store a cookie, not take one, but this is how she read it). She was concerned about her computer running out of cookies so she had baked some at home and brought a plate to work, but was not sure how to get them into her system. After realizing she was dead serious I held back my laughter and explained what cookies were. Thankfully she had not tried to actually insert a chocolate chip cookie into her Macbook. Not sure Apple Care would cover that one. I couldn't stop laughing for several minutes after that call. They were good cookies though. tldr; Cookies and Apples don't mix [link] [comments]  |
| Posted: 30 Sep 2019 09:54 PM PDT Today I received an email that an employee needed Acrobat Reader installed so she could open PDF's on her computer. I proceed to remote in only to find Acrobat Reader, already installed, in the middle of her desktop. I'm able to open any PDF I click on with no problem and am confused at the issue. I reply to her email stating that it is already installed and ask if there is a certain file that is she is having issues with. Turns out there's a whole folder of PDF's she can't open so I have her show me what the issue is while I am viewing her screen. She begins by opening MICROSOFT EXCEL and starts browsing out to said folder and tries opening a PDF and (for obvious reasons) receives an error that it can't open. After 10 minutes of explaining why there was nothing wrong with her computer and that Excel cannot be used to open PDF's, I think she finally understood that she has to use Acrobat Reader. I guess I'll find out tomorrow. [link] [comments]  |
| Printer won't turn on.... Have you turned in on? Posted: 01 Oct 2019 01:17 AM PDT So this just happened. $me will be me, $user... well you know the drill. $user: Hi it's $user from $company, I'm having some issues with the printer and I can't seem to get it to work, I've tried all the usual steps... $me: Ok, well, what have you tried so far? $user: I've made sure all the cables are plugged in. I removed and put the cables back. I turned off the main power switch form the wall and turned it back on, but the printer won't come to life. It has the green little light at the back where the power cable is to say it's ready, but the display screen doesn't want to come on. $me: Have you.... pressed the power button? $user: Where is that, I can't seem to find it? $me: proceeds to check model online for pics to see where the button is... On the front, bottom left? $user: audible facepalm... It's gonna be one of those days, I can feel it. Thanks for your help. $me: Not a problem, have a great day! click... $me: another satisfied customer, this will be a good day... Happy Tuesday everyone! [link] [comments]  |
| Posted: 01 Oct 2019 01:30 AM PDT So I support a number of schools, and invariably it leads to all sorts of little tales ("It hasn't worked since last year? Ok and you expected me to magically know that without you telling me?"), but today's is a little case of poor planning. "We got in some more desktops for the computer room." "None needed replacing to the best of my knowledge. " "No we want more in there." "Where exactly?" "Against the wall." "The wall with no power ports, and no network points? " "Oh we can use the wifi." "1) Do the desktops have wifi? 2) If not do you have wifi dongles or cards? 3) Is the power wireless too?" I am now sitting here waiting to explain to the staff, again, why if they want to expand things like the computer room they should consult me first to prevent a waste of my time. At least it's a days fallout for doing fuck all. [link] [comments]  |
| Who remembers the SVCHost.exe doomsday of 2010? Posted: 30 Sep 2019 04:13 AM PDT Sorry if this isn't allowed. I read a recent story in another sub and the title reminded me of this. Little backstory first. I was fresh out of college and working in a third party call center. We mostly did off the shelf software support (mostly Office, Lotus Notes, Photoshop, etc) but could also do some vba and other coding. We had many clients including a bunch of Fortune 500s and some that may piss off taxpayers if they were allowed to know we were outsourced (think city in state x hires us in state y). Most of the time we were not allowed to say we were outsourced, which bring up different stories for a different day. Anyways. My training is long over and I'm learning XLVBA to be bale to support it for clients. It's a cold day in the Midwestern us near a spooky lake on the northern border. April 2010. Suddenly hundreds and hundreds of customers are calling in because their computers are constantly rebooting. We all try the basics but soon word gets around that almost all of us are getting basically the same call in both of our locations. None of us know what is going on. We're remote so we can't exactly check hardware. We can't remote in due to constant reboots. Then our manager gets an email from McAfee. An update caused SVCHost.exe to be quarantined. They're working on a fix and tell us to hold tight. A couple hours later we get another email with a script we have to sideload on every machine. Only we didn't have any admin rights whatsoever. Every time a customer called we had to call their local admins and send them the script to push on their local machines. These calls lasted for 3 days. IIRC McAfee publicly stayed that only a small percentage of customers were affected. Based on the volume of calls to my company alone I assume the actual percentage was much much higher. I know some of you remember this. What was your experience like and if you didn't use the provided script how did you fix it? [link] [comments]  |
| When going beyond scope and failing compliance is the best for everybody Posted: 30 Sep 2019 04:47 PM PDT As previously mentioned, senior tech support for the Fruit company. In this story, the customer called in to do 3 things:
This lady sounded within retirement age and didn't have the first clue about technology. Her account had been created for her and a password was given to her but that was it. To verify her email, she needed to have access to it. She wouldn't have it on her phone but she had on her computer. I screenshare on her computer, go to the webmail page and find she is not signed in and doesn't know the password. Thankfully, I notice a friendly Outlook icon on the task bar and lo and behold, all her emails were there. Now I needed to send a verification email. I guided her to the website to sign in to her account: "Password incorrect". "Try again", I said. "Password incorrect." She never told me the password, but she was mumbling it as she typed. And then I heard a "space...I...M....". I stopped her, most probably failing in compliance for this but I advised her that passwords don't usually contain spaces. She types in the password without spaces and voila, we are in. I quickly told her to mend her written down password. We send the verification email and verify it promptly. Now came the biggest hurdle. Whatsapp, the bane of my existence. I swear I get a handful of calls everyday related to Whatsapp. The main issue, however, turned out to be that she wasn't connected to Wi-Fi on her phone. In fact, she had no idea of the concept of Wi-Fi. After explaining her the basics on Wi-Fi, we go back to her computer to see if we can find information on it. However, the PC was linked via ethernet and it didn't have a Wi-Fi card installed, so no way to see the SSID or the password on Windows. After almost 10 minutes of trying to see if she could see the SSID and password on her router, I gave up. I had 20 minutes before the line closed for the day and if she called back, she could get someone more impatient than me. I decided to get in to her router settings by typing the IP in the browser. First time success, no password needed. We mess around a bit and there they are, the SSID and the network password (again, probably failing in compliance). I get her to turn on the Wi-Fi on her phone, type the password and connect... Success. We were in. We went to download Whatsapp and it asked for her account password. After a couple of minutes explaining the difference between the Wi-Fi password and her account password (from here distinguished between "the one that starts in 88" and "the one without the spaces"), she types it in and Whatsapp is installed. I help her set it up and then advised her to meet her friends, that know how to use it, and have them send messages so she can reply. She was very happy at the end of the ordeal and I left work happy and on time. TL;DR: I was an advisor for 3 different companies, squeezed about 3 Introduction to Computer classes, failed compliance at least twice and spent 1h20 minutes on call because of bloody Whatsapp. [link] [comments]  |
| She will once again do her job, and do it well. Posted: 30 Sep 2019 04:12 PM PDT Long has the little black box lived, working dutifully to provide remote support to the special software. She was always spoken to over the network, but never in person with mouse and keyboard. She did her job and did it well; the innocuous black box in the desk behind the Engineer. She could not be virtualized, as the special software only she ran required a physical dongle to be connected. But she did her job so well and for so long that her physical presence was forgotten about entirely. Until one day, some dastardly bandits captured the innocent box when the desk she presided in was thrown away. The masses cried out in agony as she could no longer be spoken to, unplugged and unpowered, abandoned in the great hall of maintenance. But she has been rescued, and returned to her rightful place. She once again resides behind the engineer, next to the metal shelves, partially hidden once again behind the guest chairs. And the Engineer is grateful, and the masses sing her glory. And she will once again do her job, and do it well. [link] [comments]  |
| The casual, and the black and white document. Posted: 30 Sep 2019 06:28 AM PDT This is a short but sweet one. About 2-3 years ago the organization I work for hired a casual. Her primary role was not tech support, but during her quiet times she'd come over and help us out with the absolute basics of tech support for those who would walk in. Stuff like "can you restart your machine and try again?" and "can you try going to google.com to make sure your internet is working?". Given that that solved a lot of issues, she was kind of helpful sometimes. Being a large organization with 2 separate locations, we have a roster of who is working where on which day. It's colour coded, so green is site 1, and yellow is site 2. Find your name, find the day, look at the colour, done. One day the casual printed out the roster to keep by the desk, but she accidentally printed it in black and white. Rather than print it again in colour, she spent a good while colouring in the black and white roster with a yellow and green highlighter, checking her work against what was on the screen. When we noticed, we asked why she didn't print it out again but in colour. She said "oh, I didn't think to do that". And that's why she only lasted a few months before not getting called back in. [link] [comments]  |
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