4w ago

Selling Stuff

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Like every tech support forum, email, or phone call ever.
List a complete description of all information regarding the issue. List correct OS version, firmware, etc. List all attempts at correcting issue based on standard and deeper steps (i.e. power on/off, resets, reinstalls, checking connections, etc.)
Tech help proceeds to disregard everything you just relayed and asks for the same things you just did. Or just tells you to nuke it all and wipe everything you’re trying to save.
- Sorry bud, you’re one of the good ones that needs to suffer because of the actions of many. Everybody on our service desk is taught “trust but verify”.
  The approach isn’t meant to upset people like your good self, but you’re such an insignificant statistic that it’s worth pissing you off to catch the 90% who claim to have done all those things and haven’t.
  
  I cannot count how many times I have asked a user if they'd reset their system to which they'd respond yes. Then I'd check uptime and find it was days or weeks.
  
  I blame windows fast boot for this, personally. A lot of our users will shutdown and turn back on instead of hitting Restart
  
  One of the first things we check. Yup.
  
  I don't do IT, I troubleshoot aviation electrical and avionics systems, and the practice still holds true. "Why are you checking what I already verified?" "Just trying to make sure I'm on the same page as you. It helps me in my own weird way" is a great way to defuse their agitation sometimes.
- I can understand that the tech has to go through a script because they need to, but what I fucking hate is that there is never really a solution to a real problem, only "nuke it". Fuck you, find a solution
  
  There probably is a solution, but nuking it is usually more cost-effective.
  
  Absolutely, but it sucks that its always the go to instead of providing real support.
  But I am an old man shouting at clouds on that issue.
- This does not always stand true. Try contacting Shudder for help with your account. Dumbest fucking non email reading fucks I've ever dealt with
- See also retail.
- IT support is broken. MSPs that promise everything and deliver nothing but closed tickets with no resolutions.

118 comments