Free Republic
Browse · Search
General/Chat
Topics · Post Article

Skip to comments.

Is Computer Tech Support the Equivalent of TV Tube Testing of 50 Years Ago?
Cartouche

Posted on 02/11/2012 1:33:46 PM PST by CARTOUCHE

So I'm on the phone with Samsung Tech support in SOUTH CAROLINA - not Bombay or Sri Lanka, (thank you very much Samsung) to troubleshoot the connection problems with the other half's inability to print wirelessly from across the room to our recently acquired Samsung Color Laser Printer CLP-325W. (The HP 6300 was a gross waste of time, talent, and energy, NEVER AGAIN as they say in Tel Aviv))

And I'm musing that the process is not much different than when I would accompany my long past Dad with a paper bag full of Philco TV tubes to the local drug store where a TV tube tester was available. And, where replacement tubes were sold at exhorbitant prices for the TV denied family.

And I'm thinking with a wry smile, how little has changed in the human condition. And the Samsung 325W, while working perfectly for a week with crisp color laser printed images, including some from this website, is in need of some tube testing at Thrifty Drug's tube tester.

Fortunately, I paid for the extended warranty so that the Samsung 325W will assume room temperature back at Office Max and we'll try again next week on a hopefully fully competent new Samsung. Imagine trying to describe 2012's screen shots, printed in laser sharp color of a 1958 Honeymooner's episode from TV Land to a frustrated father whose tubes wouldn't light-up in Thrifty's tester?

What will I expect my grandkids to say of grandpa whose frustration with an actual American English speaking young man from South Carolina is expressed in this archived 2012 FR Treatise? Granpa, that is so 2012. What is Tech Support?


TOPICS: Computers/Internet
KEYWORDS: technology
Navigation: use the links below to view more comments.
first 1-5051-74 next last
Is anyone else spending a quarter of their precious weekend troubleshooting their communications equipment? How do I apply to become Amish and simply swat flies and say giddyup?
1 posted on 02/11/2012 1:33:50 PM PST by CARTOUCHE
[ Post Reply | Private Reply | View Replies]

To: CARTOUCHE

As a Unix admin who has debugged a million technical problems, the most common causes are hardware defects or human failings.

Setting up a wireless printer is simple. Might try RTFM or paying someone who knows how. Save yourself some frustration.


2 posted on 02/11/2012 1:49:14 PM PST by y6162
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

If you talk like you write, I can understand why phone support didn’t help you.


3 posted on 02/11/2012 1:49:18 PM PST by Kirkwood (Zombie Hunter)
[ Post Reply | Private Reply | To 1 | View Replies]

To: y6162

Yes, it’s supposed to be quite simple, somewhat like Kirkwood. Oops. But I digress. It worked fine last week but it aint working fine this weekend. The Tech guy gave up. So methinks it’s the hardware as oppposed to operator error, like Kirkwood. Whoops, another misstep. Thanks 6162.


4 posted on 02/11/2012 1:56:01 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 2 | View Replies]

To: CARTOUCHE

I’d imagine these things will all soon be done automatically via internet connection before long.


5 posted on 02/11/2012 2:06:54 PM PST by mamelukesabre
[ Post Reply | Private Reply | To 1 | View Replies]

To: Kirkwood

Mr. Kirk, if you thought this an attack you didn’t understand the lament of the post. It wasn’t an attack on Tech Support. It was a lament on how little has changed between 1958 and 2012.


6 posted on 02/11/2012 2:07:12 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 3 | View Replies]

To: CARTOUCHE

I have a samsung ml2525w. I had a problem getting it to work. 2 things to look at, is the ip address correct. you should be able to address the printer by a webpage. 192.168.x.x. look in your router and see if you can determine the correct address. On my printer the software didn’t work and I had to manually get it into setup mode which was to push and hold one of the buttons until it went into setup mode


7 posted on 02/11/2012 2:10:36 PM PST by waynesa98
[ Post Reply | Private Reply | To 1 | View Replies]

To: y6162
the most common causes are hardware defects or human failings.

the most common cause is overwhelmingly lusers mucking about with settings, and sometimes hardware.

There, fixed it for you.

/johnny

8 posted on 02/11/2012 2:16:31 PM PST by JRandomFreeper (Gone Galt)
[ Post Reply | Private Reply | To 2 | View Replies]

To: CARTOUCHE

9 posted on 02/11/2012 2:17:28 PM PST by Larry Lucido (My doctor told me to curtail my Walpoling activities.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

FWIW, Samsung tech support is located in Geeenville, SC. Spoke with them yesterday. Not terribly impressed but they did set up a call back with a specialist for next Wed. That to accommodate my schedule, not theirs.


10 posted on 02/11/2012 2:19:25 PM PST by upchuck (Let's have the Revolution NOW before we get dumbed down to the point that we can't.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

11 posted on 02/11/2012 2:23:49 PM PST by Larry Lucido (My doctor told me to curtail my Walpoling activities.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: waynesa98

Thanks Wayne. Been there done that. I think that’s why tech support told us to return the machine to Office Max for a replacement. One of its tubes is dim or something.


12 posted on 02/11/2012 2:24:46 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 7 | View Replies]

To: CARTOUCHE

We are in our computer dark ages. They don’t do jack compared to what they could and should do. You should NEVER have to add a driver for any peripheral whatsoever. Never. If you have an internet connection every peripheral should be completely 100% self-installing and should be as simple as plug it into a running computer and it does all the work. All of it.

Every facet of your graphic interface should be capable of infinite customization by your grandmother who never saw a computer before in her life.

Every file or folder that is moved should automatically tell every program and piece of hardware where it was moved to. You should have to manually reassign names of links for anything. It should be automatic.

I could go on for a month with what computers SHOULD be able to do.

We are at least 50 years away from computers that work the way they should. Right now, we are still in our computer dark ages where advanced features are inaccessible to normal people and almost every task requires user judgment to perform.

Don’t believe me?

Go buy a computer and pull it out of the box and go sign up with your favorite Internet service provider, and see how far you get if you don’t know how to set up your pop and smp addresses. How freaking idiotic is that in 2012???? Unless you are on at least your 2nd computer, you still need a technician or savvy friend/relative to set you up. Good luck if you want to do something newer like set up a wireless router on your computer. My mother just had to call the Geek Squad to have that installed and they still took 2 hours and had trouble with it.

The internet is brilliant. It does 99% of the work for you.

Computer operating systems are still like tiny infants that can’t do anything beyond point and cry and shout because they can’t communicate yet in words.

We are in the computer dark ages. I don’t know how long we have to stay here until somebody like Apple gets a clue and takes ease of use to the next level.

Apple’s Macintosh was a huge leap from C:\shoot\me\in\the\head\if\I\can\ever\master\this\idiotic\DOS\syntax.

We need a new leap where computers do all connecting and backing up and installing and uninstalling and trouble-shooting on their own. Sure, a lot of support tech will be out of work, but then so will a lot of doctors who treat hypertension.

I still hate computers like the devil spawn they are. Not a day goes by that I am not frustrated by them in some way, shape or form.

Computer Dark Ages. We need an Enlightenment.


13 posted on 02/11/2012 2:25:54 PM PST by Freedom_Is_Not_Free
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

If the printer was working, and no config changes were made and the printerstopped working, and you obviously must have restarted the pc, router and printer to reestablish a link, then, yes, it is most likely hardware.

ps

I have found that updating security software like Norton interferes with printer operation. Did you update your security software at all?


14 posted on 02/11/2012 2:26:31 PM PST by y6162
[ Post Reply | Private Reply | To 4 | View Replies]

To: Larry Lucido
Only if they also checked their connections.

My hubby told me something "wouldn't start" and I automatically asked him if he was sure it was plugged in. He gave me such a look. But half the time at work when someone would come to me with "it just won't turn on" the problem was that something wasn't plugged in.

15 posted on 02/11/2012 2:27:30 PM PST by Harmless Teddy Bear (Would you sing if someone sucked YOU up the vacuum cleaner hose?)
[ Post Reply | Private Reply | To 9 | View Replies]

To: Larry Lucido
I once ran a help desk for a Wireless ISP. We had a few customers that were like crack addicts, and if they screwed up their computer, they called to complain about our service.

I finally got fed up with one that had cost us several truck rolls for HIS problem, and took the call over from my crying Level 1 girl, and asked when it would be convenient to de-install him.

LOL! He backed way off. I gave him the name and number of a mom&pop computer repair shop, and told him that if it was our problem, we would pay them.

They later said that he was the biggest PITA they ever took a bunch of money from.

/johnny

16 posted on 02/11/2012 2:30:29 PM PST by JRandomFreeper (Gone Galt)
[ Post Reply | Private Reply | To 9 | View Replies]

To: Larry Lucido

Thanks Larr, from one Larr to another. U phunny for a white boy.


17 posted on 02/11/2012 2:30:51 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 11 | View Replies]

To: Larry Lucido

If Tech Support couldn’t help him the fault probably isn’t in the manual. Which is likely why...

...he

...called

...Tech Support.


18 posted on 02/11/2012 2:30:52 PM PST by Justa
[ Post Reply | Private Reply | To 9 | View Replies]

To: CARTOUCHE

I was trying to find an “Amish tech support” picture but didn’t get far. “Hello, this is Obadiah. May I help you?” :-)


19 posted on 02/11/2012 2:37:46 PM PST by Larry Lucido (My doctor told me to curtail my Walpoling activities.)
[ Post Reply | Private Reply | To 17 | View Replies]

To: Harmless Teddy Bear

Still happens. I couldn’t get a document scanned and kept turning the scanner on and off until I finally checked the usb cable which someone had accidentally pulled out.


20 posted on 02/11/2012 2:39:10 PM PST by Larry Lucido (My doctor told me to curtail my Walpoling activities.)
[ Post Reply | Private Reply | To 15 | View Replies]

To: y6162

Have CA security thru TW Cable. It was updated last weekend I believe but not on the laptop. On my tower. No config changes that I can think of.


21 posted on 02/11/2012 2:41:08 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 14 | View Replies]

To: y6162

Have CA security thru TW Cable. It was updated last weekend I believe but not on the laptop. On my tower. No config changes that I can think of.


22 posted on 02/11/2012 2:44:25 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 14 | View Replies]

To: CARTOUCHE

Not at all the same. While those drugstore tube testers were worthless, you as an owner could at least fix many problems by substitution and keep your TV going, or at worst case, hire someone to do so.

Now you’ve got throwaway hardware. Got a motherboard with bad electrolytics? Toss it. Lighting zapped your all-in-one? Take it to the curb. Maybe your drivers just got clobbered but your PC manufacturer was too cheap to supply actual restore CDs and now you can’t read that partition on the hard drive? Sorry Charlie.

It’s kinda like a stimulus, you know? It’s not that the Amish don’t get the job done, more like they use technology that can be repaired and maintained. The rest of us poor saps just get to buy new stuff.


23 posted on 02/11/2012 2:47:30 PM PST by bigbob
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

CA? Worse set of scum than the communist Kenyan.

I would guess that’s your problem. Can you disable it?


24 posted on 02/11/2012 2:47:38 PM PST by y6162
[ Post Reply | Private Reply | To 22 | View Replies]

To: Freedom_Is_Not_Free

Agreed


25 posted on 02/11/2012 2:50:10 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 13 | View Replies]

To: CARTOUCHE
If I was spending a quarter of my weekend troubleshooting, I'd throw my 'puter in the trash. It wouldn't be worth the trouble.

The second computer I bought was a Gateway in 1996. I had trouble with the modem, but the tech support was stateside, and excellent. I was online within an hour. And, all the backup software was on the supplied CD's.

The third was an HP, the tech support was overseas, and not so good. It took hours for them to tell me I couldn't install a second internal hard drive and get it to work properly. The HP-installed software/OS wouldn't allow it. Maddening. Could have gone with an external drive if I'd wanted.

26 posted on 02/11/2012 2:51:13 PM PST by FlyVet
[ Post Reply | Private Reply | To 1 | View Replies]

To: CARTOUCHE

I’ve had very odd issues similar to yours with my HP OfficeJet. It will work fine, then develop a disorder. After I rant and rave and reinstall (the three Rs of fixing computer problems), it works again. This is with Windows 7, though. I didn’t have these issues with Vista. My guess is that the Win7 drivers were very half-assed by HP; they probably wanted me to buy the newer version OfficeJet.


27 posted on 02/11/2012 2:56:40 PM PST by Future Snake Eater (Don't stop. Keep moving!)
[ Post Reply | Private Reply | To 1 | View Replies]

To: Larry Lucido

You’re California centric. No, No, out here it’s Jacob Yoder, who is this?


28 posted on 02/11/2012 2:57:15 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 19 | View Replies]

To: Larry Lucido

You’re California centric. No, No, out here it’s Jacob Yoder, who is this?


29 posted on 02/11/2012 2:57:33 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 19 | View Replies]

To: CARTOUCHE
Actually it's quite logical that computer troubleshooting would be the same as troubleshooting a tube TV.

Most all troubleshooting, whether mechanical, electrical, electronic or whatever is simply a process of elimination.

30 posted on 02/11/2012 3:00:26 PM PST by 2111USMC (Not a hard man to track. Leaves dead men wherever he goes.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: Harmless Teddy Bear

I am quite capable of such looks. Wanna see one?


31 posted on 02/11/2012 3:03:09 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 15 | View Replies]

To: 2111USMC

Pardon me while is take a moment to eliminate.


32 posted on 02/11/2012 3:04:33 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 30 | View Replies]

To: FlyVet

Americans used to love problem-solving. Do It Yourself was the hottest thing our there. Popular Mechanics was a best selling magazine.

Now we want everything done for us and we gripe if we have to think for any length of time.


33 posted on 02/11/2012 3:07:56 PM PST by AppyPappy (If you really want to annoy someone, point out something obvious that they are trying hard to ignore)
[ Post Reply | Private Reply | To 26 | View Replies]

To: y6162

Disable it? Itshay. I could destroy it in one swoop fell if I knew there was an alternative for 29.95 a month somewhere.


34 posted on 02/11/2012 3:09:38 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 24 | View Replies]

To: CARTOUCHE

No thanks. One a week is my limit. :)


35 posted on 02/11/2012 3:10:50 PM PST by Harmless Teddy Bear (Would you sing if someone sucked YOU up the vacuum cleaner hose?)
[ Post Reply | Private Reply | To 31 | View Replies]

To: CARTOUCHE

The reason most tech support is hunt and peck is because the customers don’t know how to usefully describe the problem. 90% of all support calls the info you get out of the customer is “it’s not working”, they can’t describe the symptoms, they can’t describe what changed (usually they say nothing which is almost certainly BS), most of the time they don’t even know what “working” actually means. This leaves the guy on the phone flying completely blind so they have to start with the big obvious ones and slowly work their way through a 20 questions-esque narrowing down of a problem that almost always boils down to you changed a setting you shouldn’t have, or you got some malware.


36 posted on 02/11/2012 3:11:49 PM PST by discostu (How Will I Laugh Tomorrow When I Can't Even Smile Today)
[ Post Reply | Private Reply | To 1 | View Replies]

To: Freedom_Is_Not_Free

“Computer Dark Ages. We need an Enlightenment.”

Your #13...spot on. Been preaching the same thing myself.


37 posted on 02/11/2012 3:11:49 PM PST by CodeToad (NO TAXATION WITHOUT REPRESENTATION!!!)
[ Post Reply | Private Reply | To 13 | View Replies]

To: CARTOUCHE
I remember tubes!


38 posted on 02/11/2012 3:13:39 PM PST by steveo
[ Post Reply | Private Reply | To 1 | View Replies]

To: AppyPappy

Please, please, please. I thought about my old lady’s problem from 0630 until at leat 0633 before I decided I’d call tech support. Please don’t diminish my concern for her
technical well-being. She thanked me enormously at 0638.


39 posted on 02/11/2012 3:16:29 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 33 | View Replies]

To: CARTOUCHE

It’s times like these that you have to remember the good old days when we had DOS powered 8088 processors and 1200 Baud rate telephone modems.

:)


40 posted on 02/11/2012 3:22:36 PM PST by 2111USMC (Not a hard man to track. Leaves dead men wherever he goes.)
[ Post Reply | Private Reply | To 32 | View Replies]

To: CARTOUCHE
Are you logged in?

/rimshot>

Cheers!

41 posted on 02/11/2012 3:22:44 PM PST by grey_whiskers (The opinions are solely those of the author and are subject to change without notice.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: grey_whiskers

Not only logged-in but logged-on and now having a discussion with the missus whether we can fly to Corpus next week for a well-deserved vacation without worrying about her ability to print KITTY pictures from a well-known kitty freeper.


42 posted on 02/11/2012 3:31:27 PM PST by CARTOUCHE (Vote with your wallet. I did. Newt needs the money to beat back the Romney scourge.)
[ Post Reply | Private Reply | To 41 | View Replies]

To: Freedom_Is_Not_Free

Wow do you have it all 100% backwards wrong in every way. Your “enlightened” age would be a nightmare if it were even possible, it would mean your computer is running itself not you running it. What you’re basically asking for is a car that can install its own clutch, just plain not realistic, and hellish if it could because you can almost guarantee the car won’t like the clutch you bought.

Every facet of your graphic interface is infinitely customizable. All you gotta do is right click. Of course understand that just because you can pick that setting doesn’t mean the monitor can display it or your eyes can actually see it.

If every program and piece of hardware found out about every file move then every file move would take 10 minutes.

What’s wrong with expecting a user to be able to click Tools, Options and enter the POP3 and SMTP addresses you’ve provided? What’s freaking idiotic is thinking that’s idiotic. It’s like finding the fuse box in your new home, you can probably cruise fine without it for a while (most ISPs have webmail) but eventually you’re going to have to flip a fuse switch because that’s life. Of course most ISPs will tell you exactly what setting to enter where in the most common aps that you could be using to interface with them so you really don’t need a tech savvy friend, you just need to READ what your ISP tells you. The reason Geek Squad had trouble is your mother probably gave them the wrong info, it’s a garbage in garbage out world, when the user doesn’t know the addresses of their ISP then they won’t give support the right addresses so support won’t put the right ones in.

Your OS is communicating in words fine. The problem is you’re not reading them. Most of the errors you’re seeing are highly informative and if you actually bothered to understand the tool in front of you would allow you to fix the problem in 30 seconds. But you’re relating to the computer incorrectly. You want it to be self driven, it’s not, it’s like your car, YOU drive it. When your gas gauge says E you put gas in your car because you bothered to learn what the car means when it says E. When Outlook says it can’t find that POP3 server it just gave you a very useful message, the only question is did you bother to learn what it means.

DOS was powerful. There’s still thing I do in DOS because it’s faster. Steeper learning curve but effort has rewards.

We need a new leap where users understand how they’re actually supposed to work with computers. Stop treating them like magic, start treating them like tools. Instead of blaming the computer LEARN it.


43 posted on 02/11/2012 3:31:51 PM PST by discostu (How Will I Laugh Tomorrow When I Can't Even Smile Today)
[ Post Reply | Private Reply | To 13 | View Replies]

To: CARTOUCHE
Individuals will continue to gravitate toward computing appliances...no configuration required, no computing knowledge required.

If you think YOU have it bad, just imagine the millions of businesses small and large that have to deal with the enormous complexity of virtualization. VMWare, SANs, abstraction and the whole ball of wax.

They are simply overwhelmed. They and their IT staff don't even understand it conceptually.

Those who DO are making a very, very good living and have more work than they can handle or scale for in the near term. Fortunes are being made and destroyed.

Over 1/2 of the virtualization business now is rebuilding the initial, feeble attempts of in house staff with a new plaything.

Beware folks. Another very big economic era is about to hit where the average IT worker has no job.

A meritocracy of the very smart.

Everyone else will be dependent upon what they build and service.

Enormous virtual, portable computing in the cloud that anyone can use for a fee and only the top 1% in brains can invent, build and service.

44 posted on 02/11/2012 3:42:33 PM PST by Mariner (War Criminal #18)
[ Post Reply | Private Reply | To 1 | View Replies]

To: Freedom_Is_Not_Free

They hate you too, perhaps thats why you have so much trouble.


45 posted on 02/11/2012 3:59:39 PM PST by driftdiver (I could eat it raw, but why do that when I have a fire.)
[ Post Reply | Private Reply | To 13 | View Replies]

To: Harmless Teddy Bear
“He gave me such a look. But half the time at work when someone would come to me with “it just won't turn on” the problem was that something wasn't plugged in. “

I used to do IT support back in the day. Our csr’s were large commercial users, but also included the the military in some circumstances. A repair man was sent out once to a large military base for a dead csu/dsu. He found that an enlisted tech had thrown the CSU’s O N / O F F switch to the OFF position thinking it stood for officer mode insomuch as they were sending encrypted data and he didn't have sufficient clearance. :~)

46 posted on 02/11/2012 4:02:22 PM PST by Polynikes (Hakkaa Palle)
[ Post Reply | Private Reply | To 15 | View Replies]

To: CARTOUCHE

There will always be a “tech support” it has been around along time, here is proof.

http://www.youtube.com/watch?v=pQHX-SjgQvQ


47 posted on 02/11/2012 4:10:50 PM PST by ThomasThomas (The right has common sense , the OWS folks have common scents.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: steveo
Used to have liberal friend who thought that The Tubes were the greatest thing on earth because the way they took on corporations and “the power” until I showed him videos of their songs “Mondo Bondage” and “White Punks On Dope.” Sure was a dose of reality for him.
48 posted on 02/11/2012 4:21:41 PM PST by Hillarys Gate Cult (Liberals make unrealistic demands on reality and reality doesn't oblige them.)
[ Post Reply | Private Reply | To 38 | View Replies]

To: CARTOUCHE
I still have tubes. My stereo is all tubes from the turntable magnetic cartridge amplifier to the power amps, tubes simply sound better and so do albums. I build tube amps and preamps from scratch and need a tube tester.

This little baby not only tests tubes but it allows you to match them, I also use a Tektronix 576 curve tracer to match tubes as well. The only solid state device that comes close is a MOSFET


49 posted on 02/11/2012 4:25:48 PM PST by Lx (Do you like it, do you like it. Scott? I call it Mr. and Mrs. Tennerman chili.)
[ Post Reply | Private Reply | To 1 | View Replies]

To: discostu
The reason most tech support is hunt and peck is because the customers don’t know how to usefully describe the problem. 90% of all support calls the info you get out of the customer is “it’s not working”, they can’t describe the symptoms, they can’t describe what changed (usually they say nothing which is almost certainly BS), most of the time they don’t even know what “working” actually means. This leaves the guy on the phone flying completely blind so they have to start with the big obvious ones and slowly work their way through a 20 questions-esque narrowing down of a problem that almost always boils down to you changed a setting you shouldn’t have, or you got some malware.

Absolutely correct. As someone who spends quite a bit of time doing "level 3 support," I call this sort of customer a "what color is the check engine light" customer.

Unfortunately, all too often those sorts of customers are my company's level1 and level2 support personnel.

Mark

50 posted on 02/11/2012 4:33:00 PM PST by MarkL (Do I really look like a guy with a plan?)
[ Post Reply | Private Reply | To 36 | View Replies]


Navigation: use the links below to view more comments.
first 1-5051-74 next last

Disclaimer: Opinions posted on Free Republic are those of the individual posters and do not necessarily represent the opinion of Free Republic or its management. All materials posted herein are protected by copyright law and the exemption for fair use of copyrighted works.

Free Republic
Browse · Search
General/Chat
Topics · Post Article

FreeRepublic, LLC, PO BOX 9771, FRESNO, CA 93794
FreeRepublic.com is powered by software copyright 2000-2008 John Robinson