I got in trouble a lot for deviating from the script, even if it got the user back up and running much more quickly!
Stupid things I hear at Tech Support
- Thread starter RedDaemonFox
- Start date
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I used to work in a place where we diagnosed and repaired computers and electronics - I was in one of the laptop sections.
We each had a computer on our desk for ordering parts etc. If something went wrong with one of those we had to phone tech support. The conversation would normally go something like this:
Hi, I need to order a new PSU for my computer as its dead.
OK, lets just go through a few things.
I'm busy, can I have a new PSU?
Tell me, have you tried restarting windows?
No.
OK, could you move your mouse to the start buton, etc etc etc etc...
No.
Are you having trouble with your mouse?
No, the PSU is dead, like I told you.
OK, can you turn your computer off for me?
No.
OK, if you hold down the power button on the front for a few seconds the computer will go off.
The computer is already off.
Ah, OK, so can you turn it on for me?
No.
Its just the same power button to turn it on.
If I could turn it on then I wouldn't be calling you. The PSU is dead. I need to order a new one.
OK, I think that I need to get someone else to call you back.
Ring Ring
Hi, is that Steve?
Yup
Whats up Steve?
Need a new PSU in my machine.
I've got one kicking about here somewhere, I'll bring it down after lunch.
Sweet. Thanks.
Real tech support generally lives in the second layer I believe, and that's probably because most calls to tech support CAN be dealt with by the silly script. The folks on this forum are mostly not every day computer users.
We each had a computer on our desk for ordering parts etc. If something went wrong with one of those we had to phone tech support. The conversation would normally go something like this:
Hi, I need to order a new PSU for my computer as its dead.
OK, lets just go through a few things.
I'm busy, can I have a new PSU?
Tell me, have you tried restarting windows?
No.
OK, could you move your mouse to the start buton, etc etc etc etc...
No.
Are you having trouble with your mouse?
No, the PSU is dead, like I told you.
OK, can you turn your computer off for me?
No.
OK, if you hold down the power button on the front for a few seconds the computer will go off.
The computer is already off.
Ah, OK, so can you turn it on for me?
No.
Its just the same power button to turn it on.
If I could turn it on then I wouldn't be calling you. The PSU is dead. I need to order a new one.
OK, I think that I need to get someone else to call you back.
Ring Ring
Hi, is that Steve?
Yup
Whats up Steve?
Need a new PSU in my machine.
I've got one kicking about here somewhere, I'll bring it down after lunch.
Sweet. Thanks.
Real tech support generally lives in the second layer I believe, and that's probably because most calls to tech support CAN be dealt with by the silly script. The folks on this forum are mostly not every day computer users.
Correct.
For most consumer-orientated businesses, first line tech support are pretty much just script monkeys.
Not really a tech support story but a I've just completed a content management system for a clients website last week. This morning they sent me an email asking if I could change some of the text on the website and add a couple of images :double