A psychic Dell tech? Tech Support |
- A psychic Dell tech?
- Your backup service failed and now you have to pay for our data recovery
- A tale of spelling, accents, and NATO alphabet
- Didn't have the heart to correct her
| Posted: 30 Oct 2020 10:09 AM PDT I fix computers, as I'm certain the grand majority of us here do- and on occasion, it is necessary for us to have to talk to the manufacturers. Background: I have a laptop I'm working on, busted screen. It's backlit, but shows no info. I popped it open, made sure the cable on the MotherBoard was seated correctly and determined it's probably the screen. Me = me, DS = Psychic Dell Tech/Supervisor (What follows is an extremely abridged version of the conversation)
(yes, he did greet me this way and I was living for it)
(we go over all the "are you an IT guy capable of basic troubleshooting?" questions)
(Flash forward to today) I have received the box, I have scheduled time with the user to get her laptop back and do the install. I get her laptop, I open that puppy up and then... Upon opening the box, I find- The screen bezel, and a new screen cable, but no screen to be seen. God Damn I trusted you DS! So, I decided "Screw it" and installed the screen with the new bezel and screen cable, I start dialing the customer as I angrily finish closing up the laptop and hit the power button out of habit. ... When the laptop powers on... problem free... I open and close the laptop several times to verify, but god damn, it totally works! I guess, thank you confused Dell Supervisor, you didn't give me what I asked for but you gave me what I needed. Tl;Dr- Supervisor filling in tech chat at Dell sends me the right wrong thing. [link] [comments]  |
| Your backup service failed and now you have to pay for our data recovery Posted: 30 Oct 2020 10:28 AM PDT TL;DR Have you ever had a customer that refuses to read emails? We have a lot of them and sometimes it bites them in the ass - hard. At some point this customer had emailed us asking how to move the software from one server to another, so we sent them links to our help site and offered to assist them since they have a support contract with us. We never hear back and the ticket it closed. A couple months later a technician reaches out to them because their backup service has failed a few days in a row and they hadn't responded to the automated emails that warn them there's a problem. Again, no response from the manager or the IT contact we have for them responded. However, a couple weeks later the backup services started working again. *Looking back, we believe this is when they reinstalled the backup service. Maybe a month later there's another problem and the backup result emails are now warning that the data in the backup isn't recent. It lets them know how old the data is and to contact us to troubleshoot, but if they know that no data has changed, not to worry. But just to cover ourselves we contact them several times but never get a response. *Looking back we now believe that someone brought the old server back online and that the backup was now running on the old server. We can't explain why the new server wasn't also backing up but then again they never told us they actually got a new server and never let us have remote access to diagnose. Hell they never returned our emails or calls either. And then it gets worse. The backup archives begin to drastically change in size from day to day and often a week or more goes by between successful backups, and those successful backups contain data that hasn't changed in more than 10 months. At this point the email warnings are also telling them the backup archives are broken. After a few more ignored emails from a technician they are called and warned. The manager was too busy to speak with the technician so all they could do is leave a message. The IT guy was also unavailable so a message was left for him as well. We never got return calls. We're pretty sure this is when the server hardware started to fail and incomplete archives were being uploaded. Then the inevitable happens. The customer who won't address technical issues usually has poorly maintained hardware. Their server crashes when their hard drive fails. No raid? No problem! At least they saved the money for a second hard drive, right? They call and need us to help them recover the data. We ask if they have access to the external drive or NAS that they were backing up to and they tell us that it was just another partition on the drive that failed. So they ignored the warnings and popup box when they set it up. Fine. I check the cloud storage and they still have no valid backups. I'm able to recover data for them but it's almost a year old at this point. We tell them they need to send the failed hard drive off to a data recovery company. A week later, yes a WEEK later, the owner of this place calls us. He is pissed and has heard from his manager and IT guy how all of this is our fault and we need to pay for data recovery. We calm him down and explain what has been going on and send him tickets and emails showing how long this has been going on. He gets calls back the next day from the business with the manager and IT guy all on speaker and they each give their best CYA speech. The owner hadn't told them he had documentation yet so he asked why they never responded to emails or calls. The manager says that because we send so much spam that he had to block our email address. Backup results come from a unique address and only send you one message a day, but it looks scary when the backup is failing. He just didn't want to deal with it and flagged it as junk. The IT guy says since it's our service we should have fixed it for them long ago. That's hard to do from 1500 miles away without remote access, especially when you ignore our calls and emails, but, yeah, must be our fault. The IT guy also refuses to address the fact that every day he received an email telling him the backup had old data. The owner starts to get a picture of what's been going on and apologizes and asks what they can do now. We tell him that a data recovery service it probably the next step. After that they should follow basic reasonable backup procedures. Yes the manager still works there and the IT guy does as well. They cancelled our backup service though so I really hope they installed something else. [link] [comments]  |
| A tale of spelling, accents, and NATO alphabet Posted: 30 Oct 2020 03:27 PM PDT This happened about 5 years ago at my previous job. I was providing tech support to external customers of $bigSoftwareCompany in Canada. A customer calls in to create a new support ticket, but he is not in our system. Not a problem, I just need his name and email address to add him, create the ticket and assign it to the appropriate support team. This is were the fun starts. The customer has an accent from the Pakistan/India/Bangladesh area. I'm french Canadian so I have a french accent when I speak English. The phone conversation happens in English: $Me: I need to add you in our system. What is your fist name? $Customer: John $Me: And your last name? $Customer: [Speaking very fast] Gappabolupabolu (Not his real name obviously, but you got the idea) $Me: I'm sorry can you spell your last name for me? $Customer: "G"... "A"... "P"... $Me: "G"... "A"... "P"... $Customer: No it's not "P", it's "B"! $Me: Oh sorry! so "B"... $Customer: No it's not "B", it is "B"! $Me: ... $Me: I believe that is what I said. $Customer: No you said "B", but I said "B"! Not "B"!!! $Me: You mean "B" like "Bravo" ? $Customer: No no no, "B" like "Papa" !! (To clarify: he did say "B" like "Papa" and not "B" like "Baba") $Me: Oh I see, so it's "P" $Customer: [yelling] ARE YOU DEAF ?? It's not "P" it's "B"!! $Me: "B" like "Papa" ? $Customer: YES, FINALLY !! [condescending voice] Is this too hard for you? $Me: OK, so "B" like "Papa"... I type: "P" This continues for the rest of his name and email. The system then automatically sends him a confirmation email... the longest 30 seconds of my life... But in the end I got it right, created the ticket and took a loooong coffee break after that call. TLDR: Tech support analyst and Customer can't understand each other's spelling because of their respective accents. They both think the other one is a complete idiot. [link] [comments]  |
| Didn't have the heart to correct her Posted: 30 Oct 2020 10:34 AM PDT This happened about a year ago while working as a level 1 help desk tech at a bank. User calls in stating the printer wasn't working. She was very kind and trying to be very helpful which is unusual so this put me in a good mood. I did the customer service bit where I ask about her day, and it was a pleasant conversation before getting to the issue at hand. While conversing I looked up the printer and it appeared to be offline. Me: "ok so it looks like the printer is not showing up. Let's go ahead and unplug it and plug it back in" *insert power cycle fixes everything joke Her: "oh I already did that, yeah I know the the information runs through the power cable so thats the first thing I tried. And people around here think im crazy" I stopped and did a mental face palm. My first thought was no wonder people think youre crazy.She said this in such a "matter of fact" kind of way with so much confidence i didnt want to shatter her and make her feel bad. So I ignored the remark and just proceeded through the troubleshooting and got the printer working again Still think about this story every once in a while. Maybe i should have corrected her. But I feel like that would have done more harm than good. [link] [comments]  |
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