A question for anyone working a tech company support line


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  1. dibblebill

    dibblebill Well-Known Member

    So I have a question regarding tech support for customers. Do you prefer it if they know nothing, or come into the chat telling you what is wrong, and what needs fixing? Just wondering.

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  2. lunatic59

    lunatic59 Moderati ergo sum Moderator

    I support a small enterprise, and while those self proclaimed "computer illiterate" users can be frustrating at times, I think those armed with a little knowledge can be worse. Many of my users think they know how to fix a problem when in truth they are making it much worse. The few that do know something will call me right away if it's beyond their comfort level, or they will fix it and never call me.

    I saw a sign in a bicycle shop years ago and I've adapted it for my own use.

    [​IMG]
  3. dibblebill

    dibblebill Well-Known Member

    Ah. So coming into a chat knowing what is wrong bit not having the skills and tools is not helpful?
  4. lunatic59

    lunatic59 Moderati ergo sum Moderator

    Usually if they can diagnose, they can fix. 99.9% of the time what they think is the problem isn't the real problem.

    If we've got a problem with one of our servers that's a warranty or paid support issue, I'll usually remote the tech into the machine and let them drive. Swapping out a failing drive in a RAID array is a 5 minute job (assuming I've got the right drive on the shelf), configuring our dang PBX is still voodoo to me. The software is so feakin' complex that I'd rather just let the provider take care of it for me. I might watch, but I won't help. ;)
    dibblebill likes this.
  5. dan330

    dan330 Well-Known Member

    I think if they know enough to give a good description of the issue/problem.. or what it was doing right before the problem started.. is great.

    it sucks if they hand in a device.. and say it don't work.. fix it.
    it sucks more if they ... try to help/or get involved with the repair.
  6. Unforgiven

    Unforgiven -.. --- - / -.. .- ... .... Moderator

    I don't care if they are smart or stupid, so long as they don't lie and don't have amnesia. If you pressed delete, remember it, and tell me, and we can fix it. "I don't remember" and "I never touched that" are the two worst things you can hear when trying to help someone.:banghead:

    moved to the lounge:)
  7. rootabaga

    rootabaga Well-Known Member

    If I'm billing by the hour, I'd far prefer the person who tries to fix it themselves. That usually takes three times as long, so more profit. I don't get to do that, though, so I otherwise far prefer the person that just calls.

    One of the apps I support generates minutes from recorded meetings. The lady that manages them isn't tech savvy and is also old and near retirement, so not too interested in things anyway, so she regularly screws things up. A couple of weeks ago she lets me know there was a problem with the minutes section and when she went in to try and fix it she accidentally cropped the video. I tell her it's not a big deal, so long as she didn't upload her changes. Her response? Oh, yes, I already did that, too.

    Lovely. :)
  8. clitrenta

    clitrenta Well-Known Member

    I think I prefer if they know something. Even if they try and tell me what's wrong, they're usually smart enough to listen if I tell them what's really wrong. I have far more patience with that than the other. :rolleyes:
  9. clitrenta

    clitrenta Well-Known Member

    Oh yah, I've gotten that enough along with my personal favorite: "I'm not a computer person!" (yah so why would I expect you to know how to turn things on and off?) :mad:
  10. Medion

    Medion Well-Known Member

    I've been on both sides of the fence. Now, I'm just the user/customer. So, if I can diagnose/fix myself, I do it. If it's above my degree of competence, I call for help. In these cases, I don't interject my opinion (as a teen I sure did). If i knew how to fix it, this other guy wouldn't be here. So, I tell them what's wrong (IE, what is happening verus the expected outcome), and I get out of their way. I answer any questions they ask of me, truthfully (why yes, I did click the red button).

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