I would have added a "?" if I'd had just one more character to work with.
I think the subject is quite clear on this...
I'd say about 65-70% of people that call in for tech support, (of any kind), are idiots. Not everyone is. I think that if you have a problem that wasn't caused by stupidity, and you can actually read, then you aren't an idiot. But the ratio of stupid people to intelligent ones in this world must be quite high.
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How many of us do T.S. and think our customers are imbecilesFollow
Back in HS, I was an "Internet Navigator" for my Public Library.
This meant I helped library patrons (mostly older people) use computers and the internet.
I've seen every kind of technology-related stupidity there is.
But they all paled in comparison to the one guy who kept sneezing in his hand, then touching the monitor.
eeewwwww
cheers
Edited, Mon Apr 12 23:14:27 2004 by trickybeck
This meant I helped library patrons (mostly older people) use computers and the internet.
I've seen every kind of technology-related stupidity there is.
But they all paled in comparison to the one guy who kept sneezing in his hand, then touching the monitor.
eeewwwww
cheers
Edited, Mon Apr 12 23:14:27 2004 by trickybeck
* shrugs *
I'm a technophobe.
I'd be one of those idiots calling with the stupid questions, which is why I have friends that aren't.
There are worse things in life.
I'm a technophobe.
I'd be one of those idiots calling with the stupid questions, which is why I have friends that aren't.
There are worse things in life.
Oh, here's a topic I could rant on for HOURS!
I work at CompUSA as a tech, and the amount of sheer stupidity I've encountered is amazing. Not just stupidity, plain negligence.
Example: Someone phoned in to ask why their computer wasn't turning on. After about half an hour of trying to explain that we're not even a tech support line, I managed to determine that they hadn't plugged it in.
Negligence example: I'm sorry, if you have a cockroach nest in your computer then you have FAR worse problems than your comp not powering on. We had to spray out GOOD after that one.
I work at CompUSA as a tech, and the amount of sheer stupidity I've encountered is amazing. Not just stupidity, plain negligence.
Example: Someone phoned in to ask why their computer wasn't turning on. After about half an hour of trying to explain that we're not even a tech support line, I managed to determine that they hadn't plugged it in.
Negligence example: I'm sorry, if you have a cockroach nest in your computer then you have FAR worse problems than your comp not powering on. We had to spray out GOOD after that one.
Yeah I worked as dialup support at my ISP for a while but then I moved up to saving accounts. Sadly, I guess Im one of the best at my company. Its cool tho because I pretty much clean up the techs messes. Ultimate Job security and low callvolume =)
It's almost like being tech supports tech support... Yeesh! Yeah the customers are bad but the techs should know better than to be sloppy and grrr! Ah well, just sying it doesnt help when the help needs help. Some customers have a right to be frustrated too. Lest we be blinded by our own egos.
Edited, Tue Apr 13 00:01:04 2004 by Lefein
It's almost like being tech supports tech support... Yeesh! Yeah the customers are bad but the techs should know better than to be sloppy and grrr! Ah well, just sying it doesnt help when the help needs help. Some customers have a right to be frustrated too. Lest we be blinded by our own egos.
Edited, Tue Apr 13 00:01:04 2004 by Lefein
Scholar
28 posts
If people didn't lack in computer skills, they wouldn't be calling tech support. Not everyone is a mechanic, that's why there are garages, and doctors offices, and tax preparers. No one is an expert in everything. And to the people we all go to for help, we all seem like idiots to them cause what they do seems simple to them.
pitereal wrote:
If people didn't lack in computer skills, they wouldn't be calling tech support. Not everyone is a mechanic, that's why there are garages, and doctors offices, and tax preparers. No one is an expert in everything. And to the people we all go to for help, we all seem like idiots to them cause what they do seems simple to them.
Computer skills? I talk to people who can't even read. I'm not talking about everyone that is lacking in computer skills.
There are a few different types that call in:
[li]People who don't know what they are doing, but follow instructions. (Good customer.)
[li]People who can't spell "Windows". (I kid you not, and there are more of them than you think.)
[li]People who think that they know everything and fight with you over everything. (Why are you calling me then?)
[li]People who use the word f*ck constantly, to the point that you have to just hang up on them.
[li]People that want a free computer and try anything to get you to give them one.
[li]People that don't follow your directions and end up braking things by doing what you specifically tell them not to do, and then blame you.
[li]Old ladies that scream in your ears.
[li]There are several other types, but I was just giving examples.
If anyone wants to contribute to the list, please do.
I've seen it all, I worked for years as support for a local ISP, now I'm helpdesk for a production company in Hollywood, which means coked-up execs and airheaded secretaries.
A lot of tech support (software side, at least) is like talking a housewife through an oil change. Helping a customer edit a Windows Registry? Troubleshooting a dial-up problem with a deaf person via operator relay? I agree, though, that as much as I hate supporting computers, it keeps my *** employed.
Quote:
If people didn't lack in computer skills, they wouldn't be calling tech support. Not everyone is a mechanic, that's why there are garages, and doctors offices, and tax preparers. No one is an expert in everything. And to the people we all go to for help, we all seem like idiots to them cause what they do seems simple to them.
A lot of tech support (software side, at least) is like talking a housewife through an oil change. Helping a customer edit a Windows Registry? Troubleshooting a dial-up problem with a deaf person via operator relay? I agree, though, that as much as I hate supporting computers, it keeps my *** employed.
publiusvarus wrote:
we all know liberals are well adjusted american citizens who only want what's best for society. While conservatives are evil money grubbing scum who only want to sh*t on the little man and rob the world of its resources.
Right, ti's the customer's who are idiots.
It's the creeme of Ivy Leuge crop who ends up doing phone Tech Support, though. The few, the proud, the ones who got fired from Burger King.
It's the creeme of Ivy Leuge crop who ends up doing phone Tech Support, though. The few, the proud, the ones who got fired from Burger King.
Disclaimer:
To make a long story short, I don't take any responsibility for anything I post here. It's not news, it's not truth, it's not serious. It's parody. It's satire. It's bitter. It's angsty. Your mother's a *****. You like to jack off dogs. That's right, you heard me. You like to grab that dog by the bone and rub it like a ski pole. Your dad? Gay. Your priest? Straight. **** off and let me post. It's not true, it's all in good fun. Now go away.
To make a long story short, I don't take any responsibility for anything I post here. It's not news, it's not truth, it's not serious. It's parody. It's satire. It's bitter. It's angsty. Your mother's a *****. You like to jack off dogs. That's right, you heard me. You like to grab that dog by the bone and rub it like a ski pole. Your dad? Gay. Your priest? Straight. **** off and let me post. It's not true, it's all in good fun. Now go away.
Well. Thankfully, I don't work tech support! :)
I do, however, still work a phone. As in, I have a phone in my office, and people do actually call it for assistance with computer related problems. However, my customers are "smart" people (otherwise, they probably wouldn't be working at the company). I do still get the occasional boneheaded question, but fortunately not that often.
What I have to deal with is the "smart" idiot. The guy who, even though we have "generations" of past admins who've set up a whole host of useful aliases and an incredibly wonderful unix work environment by "default", insist on editing their config files in the most moronic ways. The guy who edits the file that specifically says: "Do not edit this file! Make changes in file "X" instead" is just one example. Gee... I can't imagine why nothing works anymore. The number of problems that can be solved simply by deleting the employees "customizations" and replacing it with a vanilla working environment is staggering.
My particular favorite is the guy who'll call up because he accidentally wiped an entire project's files. He'll curse the fact that the "rm" command did it (but not him). Now mind you. We alias that command to "rm -i" which is "interactive", and prompts you for each file deleted, so he must have either realiased it, or run the command specifically with the "-f" flag (force). The response typically is: "But then it takes forever to delete a bunch of files...". Yup. That's the point. Fortunately, we have magic admin stuff in place on our servers that allows even that mistake to be fixed 99% of the time.
Fortunately, I probably spend less then 1% of my time dealing with that sort of thing (aside from the occasional secretary who not only can't operate her windows desktop, but apparently can't follow phone prompts either). My workload consists mostly of "make it go" problems. Finding and fixing bugs. Keeping patchsets up to date and tested. Figuring out methods to take a vendors imaged computer and automagically configure it so that all our local stuff works on it without breaking the software already installed. Fun stuff really. I can't complain.
It does bug me when the clerks insist on repeatedly coming by about once an hour starting at 4PM and turning off and dumping the coffee pots. Sheesh folks. Some of us are going to drink that... ;)
I do, however, still work a phone. As in, I have a phone in my office, and people do actually call it for assistance with computer related problems. However, my customers are "smart" people (otherwise, they probably wouldn't be working at the company). I do still get the occasional boneheaded question, but fortunately not that often.
What I have to deal with is the "smart" idiot. The guy who, even though we have "generations" of past admins who've set up a whole host of useful aliases and an incredibly wonderful unix work environment by "default", insist on editing their config files in the most moronic ways. The guy who edits the file that specifically says: "Do not edit this file! Make changes in file "X" instead" is just one example. Gee... I can't imagine why nothing works anymore. The number of problems that can be solved simply by deleting the employees "customizations" and replacing it with a vanilla working environment is staggering.
My particular favorite is the guy who'll call up because he accidentally wiped an entire project's files. He'll curse the fact that the "rm" command did it (but not him). Now mind you. We alias that command to "rm -i" which is "interactive", and prompts you for each file deleted, so he must have either realiased it, or run the command specifically with the "-f" flag (force). The response typically is: "But then it takes forever to delete a bunch of files...". Yup. That's the point. Fortunately, we have magic admin stuff in place on our servers that allows even that mistake to be fixed 99% of the time.
Fortunately, I probably spend less then 1% of my time dealing with that sort of thing (aside from the occasional secretary who not only can't operate her windows desktop, but apparently can't follow phone prompts either). My workload consists mostly of "make it go" problems. Finding and fixing bugs. Keeping patchsets up to date and tested. Figuring out methods to take a vendors imaged computer and automagically configure it so that all our local stuff works on it without breaking the software already installed. Fun stuff really. I can't complain.
It does bug me when the clerks insist on repeatedly coming by about once an hour starting at 4PM and turning off and dumping the coffee pots. Sheesh folks. Some of us are going to drink that... ;)
King Nobby wrote:
More words please
Quote:
I'd say about 65-70% of people that call in for tech support, (of any kind), are idiots. Not everyone is. I think that if you have a problem that wasn't caused by stupidity, and you can actually read, then you aren't an idiot. But the ratio of stupid people to intelligent ones in this world must be quite high.
I have to agree.
Sure, you get the people who have a genuine problem and actually make you feel good about helping them... but then there's all the idiot who just erode at your soul.
You do have to remember that the odd are stacked against us - Smart people usually don't call us.
Quote:
If people didn't lack in computer skills, they wouldn't be calling tech support.
Lack tech support is one thing, stupidity is another.
Ergo, a verbatim:
Me: "Alright, now just fill up the form and press next."
Customer: "It says first name... what do I write here?"
Me: "er... your first name."
Customer: "Okay, now it says last name?"
Me: "Type in your last name sir."
And yeah... he also asked me what to write beside Phone and Address. That's not lack of technical knowledge.
Quote:
It's the creeme of Ivy Leuge crop who ends up doing phone Tech Support, though. The few, the proud, the ones who got fired from Burger King.
Oh, we have our shares of idiots too... but the IT field is overcrowded nowaday, more workers then actual jobs... I've known quite a few people with university degree in computer science being stuck to work in call centers.
http://rinkworks.com/stupid/
Every freeeking day.
Every freeeking day.
I have to reply to this. I am not in T.S. (thankfully) but from time to time I do need to enlist the help of the techies here for various problems. I always try to fix the problem myself before I call them in, because I know they are busy. But hey, you know what? I'm f*ckin' busy too. The last thing I need is some snotty "desktop support specialist" giving me attitude because she hates her job. Look, I'm sorry I had to call you. If I could have avoided your miserable face and got on with my day, all would have been well.
Just some food for thought - the persons who call in may be idiots, but they are idiots in need of your help and that, my friends, is your job...so suck it up.
Just some food for thought - the persons who call in may be idiots, but they are idiots in need of your help and that, my friends, is your job...so suck it up.
What's bred in the bone will not out of the flesh.
I started in tech, moved up to manager, got moved to manage QA.
For as long as I've been doing this, the same recurring themes keep driving me crazy, and it's not just customers. It's other techs, too.
Tech asks me about a specific problem a user is having (we develop a database application, for reference). There are a few BASIC questions you should ask, automatically:
Does it happen on all machines?
If it does, are all the machines alike? (Imaged with the same software installed, etc.)
Does it happen to all users?
If yes, does it happen to a newly created user?
What is the operating system?
What is the network operating system?
If it's a printing problem, what printer are they using, and are they using the drivers for that model?
Which version of our software are they using?
Is the problem reproducible every time?
If not, are there particular steps/events that cause the problem? (This one can be tricky, I grant you, and I'm fine with techs asking for troubleshooting help at this point.)
I've written these down and handed them out on laminated pages that get used for place mats as often as not. I can't believe how often techs come to me wanting help with problems without having even this basic information to work with. Nowadays I start in on my litany of questions, and as soon as I hear "I'm not sure", I just point to the door.
As far as users go, my favorite story: a tech, talking to a customer, asked her to close all open windows.... and waited ten minutes while she got up and closed all the windows in her office.
For as long as I've been doing this, the same recurring themes keep driving me crazy, and it's not just customers. It's other techs, too.
Tech asks me about a specific problem a user is having (we develop a database application, for reference). There are a few BASIC questions you should ask, automatically:
Does it happen on all machines?
If it does, are all the machines alike? (Imaged with the same software installed, etc.)
Does it happen to all users?
If yes, does it happen to a newly created user?
What is the operating system?
What is the network operating system?
If it's a printing problem, what printer are they using, and are they using the drivers for that model?
Which version of our software are they using?
Is the problem reproducible every time?
If not, are there particular steps/events that cause the problem? (This one can be tricky, I grant you, and I'm fine with techs asking for troubleshooting help at this point.)
I've written these down and handed them out on laminated pages that get used for place mats as often as not. I can't believe how often techs come to me wanting help with problems without having even this basic information to work with. Nowadays I start in on my litany of questions, and as soon as I hear "I'm not sure", I just point to the door.
As far as users go, my favorite story: a tech, talking to a customer, asked her to close all open windows.... and waited ten minutes while she got up and closed all the windows in her office.
In a time of universal deceit, telling the truth is a revolutionary act.
I started out as a project administrator working with application development teams. I was pretty damn low on the corporate totem pole. As we used quite a few consultants for the first project I worked for, I became an absolute pro at all manner of hardware, software & networking troubleshooting. It fell to me to resolve most of the issues in those areas for consultants being billed at over $150/hr.
Now, Tare, "users" may be busy people, and it may have been my job, but surely you can't miss the Grand Canyon (U.S. National Park, great big hole in the Earth. Just thought I would elaborate for the Candians.
) sized opportunity to develop a certain disdain for the mongoloid systems architect who can't figure out why the LAN cable won't fit in a modem on a laptop, or the freakin genious who can't figure out why an e-mail won't go out if you don't include any addresses. Yes, it was my job, and it lead to the one I have now. But my experience is not much different from anyone elses. Users are idiots.
Now, Tare, "users" may be busy people, and it may have been my job, but surely you can't miss the Grand Canyon (U.S. National Park, great big hole in the Earth. Just thought I would elaborate for the Candians.
) sized opportunity to develop a certain disdain for the mongoloid systems architect who can't figure out why the LAN cable won't fit in a modem on a laptop, or the freakin genious who can't figure out why an e-mail won't go out if you don't include any addresses. Yes, it was my job, and it lead to the one I have now. But my experience is not much different from anyone elses. Users are idiots.Lol, Moe. I never said I was the friendliest or most helpful work colleague around, just that you tech guys and gals should be! Ha! HA! HAHa!
And yes, I know what the freakin' Grand Canyon is. Nerdles!
And yes, I know what the freakin' Grand Canyon is. Nerdles!
What's bred in the bone will not out of the flesh.
Quote:
Lol, Moe. I never said I was the friendliest or most helpful work colleague around
Then you are SOOO misrepresenting yourself, you little pixie.
Quote:
And yes, I know what the freakin' Grand Canyon is. Nerdles!
Just trying to keep up those international relations. I live in Minnesota, so if you guys get pissed when we annex you, it'll help to know friendly Canucks.
MoebiusLord the Flatulent wrote:
Then you are SOOO misrepresenting yourself, you little pixie.
Of course I am! I would never want people to know how boring and smelly I am in real life. Here I am "Tare"...master of the universe. Ok, ok...that's a stretch.
Quote:
Just trying to keep up those international relations. I live in Minnesota, so if you guys get pissed when we annex you, it'll help to know friendly Canucks.
You *******! Hehe. You live in Minnesota and you're doggin' on me?? As my mom would say, "Holy Dinah!"
Seriously, come to Canada...we could eat moose burgers and trade fur.
What's bred in the bone will not out of the flesh.
Quote:
but then there's all the idiot who just erode at your soul.
Has it occurred to TS people that the people calling in have probably already been fighting with their computers, perhaps for a couple hours already, trying to get it working? That they are confused, frustrated, flustered and already fed up by the time they call you?
I don't know about you, but the more frustrated I get, the more the liklihood of making a stupid mistake of oversight.
Has it occured to you that when you start talking about bus speed and usb ports and ask how our network is configured, some of us have no idea what you're talking about?
We have to be our own mechanics and some of us don't really have a clue how our computers work in the first place. That doesn't make us idiots.
And yes, I will be resistant when the TS person at my ISP provider keeps insisting I change and reconfigure the same exact things as the TS person the previous night, and the night before that because my internet isn't working properly. Learn when it's time to kick a customer up to someone with higher level of expertise.
Most of us don't fix our own cars anymore either. Are there similar forums where mechanics talk about what idiots people are for not being able to fix their own cars? If so, I hope they have special sections devoted to TS people with superiority complexes who can't change their own headlights.
Tare of the North wrote:
Seriously, come to Canada...we could eat moose burgers and trade fur.
My wife and your boyfriend would probably have serious issues with me going anywhere near your fur. LOL
MoebiusLord the Southie wrote:
My wife and your boyfriend would probably have serious issues with me going anywhere near your fur.
We Canadians are very open-minded and friendly, Moe. That there's an open invitation to trade furs with me anytime, pal. Heheeeeee. I'm in a kooky mood today.
What's bred in the bone will not out of the flesh.
Quote:
Heheeeeee. I'm in a kooky mood today.
Quite.
Some sort of joke about the beaver's pelt would be appropriate here, but I am unable to articulate the witicism with any great success.
MoebiusLord the Flatulent wrote:
Some sort of joke about the beaver's pelt would be appropriate here, but I am unable to articulate the witicism with any great success.
I think you just did it. Oh, the beaver. The lovely beaver.
What's bred in the bone will not out of the flesh.
Quote:
That doesn't make us idiots.
Hit a nerve or something? Don't wear the hat if it doesn't fit.
Look, I'm not saying they are all idiots. Far from it. As been said before, tech support can be rewarding (I even said so in my own post, but you decided to skip that part). But geez, I think we can all agree that the idiot has a lot more chance of needing tech support then the guy who genuisly spent some time to figure out that your email address isn't the same as your street address.
And I'm pretty confident I've been laughed at by specialists in other fields because I didn't know the obvious... so what? You're taking this way to personal here. If a mechanic thinks I'm an idiot because I can't repair my transmission... well, not much I can do, I don't have the time nor interest to learn car mechanics. But at least, I don't call him to know what to do with the key to start the car.
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