Sometimes the consultants are made up from "condescending" and "insulting" Tech Support |
- Sometimes the consultants are made up from "condescending" and "insulting"
- How can you not have this board
- Pull The White Cable
- My only story as tech support for major PC Co.
| Sometimes the consultants are made up from "condescending" and "insulting" Posted: 02 Dec 2020 12:09 PM PST I once got a support call from a "consultant" at one of our customers site, they were there to upgrade their Exchange server, IIRC it was 5.5 to 2003 - it was some time ago! Consultant - "Hello, I'm stood at the server and I've put the CD in, what do I do next..." Me - "What preparation have you done so far?" Consultant - <Crickets> They had done no prep, not even AD health checks, they had just walked up and expected to be able to perform the upgrade with me to talk them through the process. Luckily, I'd just done the "Install and config of Exchange 2003" course and could tell him to take the disk out and go and do all of the prep work first, then give me a call in about a week. My management fully supported this response, we did not do talk troughs, never mind "suck it and see" upgrades. He was not pleased and the customer was not pleased with him, I think he was asked to leave an not return. EDIT for clarification: I worked for a software reseller and we provided free basic support and contract support for all the software we sold to the customer. The cost to log a support contract incident was not small, it was enough to cover the cost of logging an incident with the software manufacturer if needed. It was one of our customers that had got the consultant in to do the work. [link] [comments]  |
| How can you not have this board Posted: 02 Dec 2020 02:06 PM PST A bit of back story: I used to work Technical Reception (not exactly sure how that translates) for a company that was selling pre-built PC's and pc parts and equipment. This was around 2009-2010-ish (this is important later). People would come to our reception desk for warranty and non-warranty repairs. Normally I was only allowed to do a visual inspection of the device, enter it into our ticketing tool, print the form and tell the customer to come back x days later or when his case engineer would call him. Now, the company has been in business since the mid 90's, and even since then , used a very particular SN-ID sticker for all pre-builds sold, which was still around when I worked there. Now to the story: One late afternoon, in comes an elderly gentleman with his wife, and something that looked like a sewing machine with a cover on , under his arm. My colleague and I exchanged a very confused look but asked them to come to the desk. In that cover was one of the first generation PC's our company has sold (SN-ID sticker included). This thing was old, ancient even, by 2009 standards. Either a Pentium I or some sort of 5x86 PC. In pristine condition. I mean there wasn't a speck of dust in that thing. Both my colleague and I were shocked how good it looked and that is was still functional. The reason, the elderly gentleman has brought this fossil from a long forgotten era to us was because they just got FTTB and wanted to be able to go on the internet to chat with the offspring, and the thing was lacking a network card. The problem was, we weren't selling ISA cards since a "few" years now, and we couldn't help him. No other port option was available for his system. The gentleman was very outraged, because he has bought this Desktop PC from our company about 10 years ago and he is still expecting us to service it. We tried to explain that due to its "age", compatible parts were hard to come by, I mean we had a few in sort of a parts museum we had laying around the reception area, but no stock. We explained that he might be able to purchase one through other means (not from our company), but he was adamant he has to buy it from us. Then began to explain that he is a retired Train Engineer and no matter how old the locomotive was, you were always able to buy replacement parts for it, when needed. Took us two hours to try and make him understand that a locomotive is designed to function and be maintained for a significantly higher number of years than a PC, he still wouldn't yield. He left very upset and threatening that he will never buy from us ever again. This was an exercise in frustration, that left us sad, angry and amused ... [link] [comments]  |
| Posted: 02 Dec 2020 11:42 AM PST I am not really IT. If anyone runs into problems they come to me to see if I can solve it and if not I kick it over to the 3rd party experts. Our 3rd party server guy wanted to do a firmware update. So I fire up our console computer but I got a connection issue. I let him know and while he was still able to do the firmware update he still wanted to investigate the connection issue. He had me take out a picture of the back of the server where he focused on two cables that were Blue and White. The Blue one was our regular connection to the server while the White one he connected to the console computer. He then had me pull the White cable. Cue a lot of yelling going on the background in the office as their systems got disconnected to the system. As it turns out the White cable was our regular connection while the Blue one was for the console. On top of that I didn't realize as we were dealing with all that we accidentally pulled the power cable to our phone systems so they went down as well. Needless to say yesterday was not a fun day. [link] [comments]  |
| My only story as tech support for major PC Co. Posted: 02 Dec 2020 01:53 PM PST This is the only story I have from working as phone tech support for a major computer company. As most of us, calls that come in are pretty random. This particular call was nice and short. Gentleman called in because he could not get power to his computer. It would not turn on at all. According to our scripts, the first thing that we had everyone do in this situation is check all of the cable connections on the back of the tower and monitors. The gentleman tells me to hold for a moment, he had to grab a flashlight because the power in the office had been out all day ... I had to quickly put him on mute so I could laugh and groan at the same time. [link] [comments]  |
| You are subscribed to email updates from Tales From Tech Support. To stop receiving these emails, you may unsubscribe now. | Email delivery powered by Google |
| Google, 1600 Amphitheatre Parkway, Mountain View, CA 94043, United States | |
No comments:
Post a Comment