Wills
join:2001-01-03
Port Charlotte, FL
| It goes a little deeper that this.
The biggest thing I hate, is calling tech support, and getting a guy that knows what he's doing, but refuses to listen to what I say.
SprintDSL has some great tech support in comparison to most. But my main gripe with them is that I call after doing hours of troubleshooting, I can clearly see that the problem is on their end, roughly where it exists, and probably what is happening, only to be ignored by the tech support guy.
This past slowdown of DSL in SW Florida is a great example. I called after doing numerous speed tests to different servers on Sprints network. I called tech support various times telling them my speeds are great local, but when I go north of Orlando, Florida, the speeds drop off to just this side of dial up.
It finally took someone from these boards, inside Sprint, to get the ball rolling. If it wasn't for that one person, we'd still have slow speeds in this area.
They need to wake up and recognize when they have knowlegable people with a problem and take their recommendation with at least a grain of salt. I don't expect them to roll out trucks because I said there is a problem, but when I go through the trouble of solidly identifying a bottleneck, they should at least look into it better than they did to begin with.
Especially when it's something that can be replicated and verified on their end in a matter of seconds.
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I have a shaved head, a goatee, and tatoos. Don't you realize the rules don't apply to me. |
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sharksfan3
Premium
join:2004-02-16
Poughkeepsie, NY
 ·Verizon Wireless B..
 ·Optimum Voice
 ·Optimum Online
·Time Warner VOIP
·RoadRunner Cable
| Agreed. I hate it when there are local network issues and tech support blames my equipment, or claims that everything is fine. I once had a third tier Time Warner rep tell me that 50% packet loss is normal. Granted my voIP hardware wouldn't stay connected, I couldn't connect to game servers, and webpages took years to load... What if I paid 50% of my bill and called it normal? |
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Jason Levine
Premium
join:2001-07-13
USA
| reply to Wills
Having done tech support in the past (and in the present if you consider the support I do at work for my applications), one of the first things you learn is to question everything that the user tells you happened. Most users either forget crucial details (no I didn't install anything new -- except for that free screensaver application) or are too intent on blaming you to go through basic support procedures (I don't need to check my system, the slowdown is obviously something you did wrong). That's why, whenever I call tech support, I try to be patient with them. I realize that 99 out of 100 users that they encounter aren't as knowledgeable as I am and it is hard from a brief phone conversation to tell whether I'm a knowledgeable user or a clueless user who knows some terminology (aka "Knows Just Enough To Be Dangerous).
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-Jason Levine
http://www.jasons-toolbox.com/
http://www.PCQandA.com/
http://www.urateit.com/ |
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Freezone
join:2000-09-29
Southfield, MI | reply to sharksfan3
Empty your browser cache  |
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sharksfan3
Premium
join:2004-02-16
Poughkeepsie, NY
·Verizon Wireless B..
·Optimum Voice
·Optimum Online
·Time Warner VOIP
·RoadRunner Cable
| said by Freezone  :Empty your browser cache LOL... the rep said that might be the problem |
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exocet_cm
In memory of dadkins
Premium
join:2003-03-23
New Orleans, LA
clubs:  
·Cox HSI
·Suddenlink
·Cingular Wireless
 ·AT&T Southeast
·Charter Pipeline
| "Have you ran disk defragmenter?" (when calling tech support about my TCP/IP settings)
The ONLY tech support people that I actually approve of, and care for is the xbox tech support. So far they have been the most helpful, even made a few XBL friends by calling tech support
--
I know that God is real, but I don't think He created this vast universe just for us.
Seti@Home & Seti@Boinc |
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djrobx
join:2000-05-31
Valencia, CA
·PHONE POWER
 ·AT&T U-Verse
·AT&T CallVantage
·Time Warner VOIP
·RoadRunner Cable
1 edit | reply to Jason Levine
That's why they need to take email support more seriously.
It's very difficult to communicate in-depth technical details to a first level tech support person that doesn't have the necessary knowledge to handle it. Things like routing problems and packet loss are much better described in an email with traceroutes and ping plotter graphs. Unfortunately most emails are greeted with an automated response or just end up in the circular file. If the first "level" email support doesn't understand the contents, he or she can simply forward it on to someone who does.
-- Rob
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\\ROB - a part of the SCB local network |
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oherra
join:2002-04-09
Blackshear, GA
·Vonage
| reply to Jason Levine
I currently work as the customer support division supervisor for a regional provider and have to agree with everything you said.
Once in a while, we manage to catch on to the fact that a user is very knowledgeable and if we do we do our best to run with what they are telling us. However the vast majority of the time we are dealing with individuals who either fail to give us key bits of information or insist that the problem is our fault. Spyware spyware is currently the biggest reason we see people calling in who are unable to surf. It's a tough position to be in, but in most cases we have to start at such a basic level, that it's hard for us to come out of that mode when we do get someone who happens to be well versed in troubleshooting.
That said, when a user calls in and mentions buzzwords like trace route or ping, I'm much more inclined to step back and listen to them. Also, being nice helps! We're lucky, most of our customers are nice, and the nice ones get a whole lot more out of us than the ones who call in screaming.
When I have to call company's support line, I try to be very patient with them, but often I happen to mention that I have done support call center work, or that I'm a bit more knowledgeable than the average Joe and usually this helps. |
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packetscan
Premium
join:2004-10-19
Bridgeport, CT
clubs:
·Optimum Online
| reply to exocet_cm
Well if you are running win98 on a p3 450 with 128mb of ram a defrag could mean the difference between a smooth machine and a choppy hell ride.. Then again the cache and a few other things come to mind BUT. For the average home user they don't know what to do and they've never Defrag or cleared their internet cache.. So in there (ISPs) defense you have to treat everyone like a newbie or someone that knows nothing.
Yet when I as a techie find a problem I do expect to be listened too.. Maybe they can Implement something were I give them my a+ or network+ or my MCP card to get access to the high level techs.. Nothing worse than being talked down to.
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--Who do you want to pay off today? |
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Thaler
Premium
join:2004-02-02
Encino, CA
| True...defragging then might make the difference in computer performance...but in fixing packet loss? Hell no...that has entirely to do with the network/ISP you're plugged into. (assuming your network card hasn't crapped out to all-get-out)
Having a tech tell you to clear the cache or defrag, when you clearly are suffering from terrible packet loss...is like having an auto mechanic tell you to "check the windshield wiper fluid levels" when your engine has literally (and visibly) blown up. |
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TScheisskopf
World News Trust
join:2005-02-13
Belvidere, NJ
·Sprint Broadband D..
| reply to Wills
I agree with you wholeheartedly.
Recently(and this was a first for this), I called Sprint Tech Support. There was what I could diagnose as an intermittent latency problem on the NJ network segment, or at least where it went out to. I ran my diagnostics and compiled clear data, as always, as I know it is helpful to them(as other TSRs have told me, in the past). When I called, I got a gentleman who was brusque and impatient in the beginning, cutting me off in mid-sentence. I remained firm and focused on the data. After going through the "turn everything off and back on, a non-trivial exercise with my home network, and after, yes, clearing my cache;'), he started to finally get it that I was truly not devoid 'o clue. He finally handed me off to Sprintlink, where I promptly was banashed to bad music and worse canned statement hell. After waiting 15 minutes, I bagged it.
Interestingly, I have not gotten a quality assurance call on this one. Wonder why that is?
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packetscan
Premium
join:2004-10-19
Bridgeport, CT
clubs: | reply to Thaler
Packet loss....Possible but that machine would have to be hella bogged down with crap. Yea Looks like you got a broken Flux Capacitor their... That's gona cost ya.
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--Who do you want to pay off today? |
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Skippy25
join:2000-09-13
Hazelwood, MO
| reply to Jason Levine
#1 rule of support.....
User always lies.
Did you install anything right before this happened? No
Did you make any changes to your system before problem? No
After a little digging you find they did and then all of sudden it is.... Oh yeah, I did install that last week but it worked fine until now.
Quick check shows they just installed it.
Seen that many many many times.
I love it most when they bring a broken laptop in and say it just quit working. Examining the machine shows signs of liquid in it and when confronted they admit it.
The best one ever was when a guy brought his laptop in that didnt work and I noticed the keyboard was a little weird. I removed the keyboard from the laptop and everything underneath it was crushed. His response was, "I got mad and punched it." |
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vrp
vrp
Premium
join:2002-12-05
terra
·AT&T Southeast
| reply to Thaler
Re: It goes a little deeper that this.
said by Thaler :... to "check the windshield wiper fluid levels" when your engine has literally (and visibly) blown up. .
... just to be devil's advocate here ...
... that still might be a possibility ... if someone banged his/her vehicle straight to a tree trunk or pole and got the engine busted/smashed as a result ... 
. |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| reply to packetscan
said by packetscan :Maybe they can Implement something were I give them my a+ or network+ or my MCP card to get access to the high level techs.. Nothing worse than being talked down to. Yech! People calling in sighting all their degrees are always the worst. They think they know everything and they don't know crap. I'd rather deal with grandma who's grandson just bought her her first computer.
--
"Boys are girls" - Laura Bush
»www.cafepress.com/maxolasersquad |
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NyQuil Kid
8f The Nyquil Kid
join:2001-01-06
Brick, NJ
·Comcast
·Verizon Online DSL
| A+ = Joke; I've personally had to interview so-called certified people and they couldn't even tell me what netstat does or the flags used with that command. It's the IT equivalent to GRE's and GMAT's; some of the people who ace those exams are the dumbest fscks to walk the Earth.
A+ indeed....
[8F] The NyQuil Kid
--
[8F] The NyQuil Kid comes into town not looking for trouble...n00bz gang up, but he ain't seein' double,...pulls and draws, his deagles two...n00bz litter the ground you know it's true. |
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NyQuil Kid
8f The Nyquil Kid
join:2001-01-06
Brick, NJ | reply to Skippy25
Re: #1 rule of support.....
My best retort to the "But my laptop was working yesterday" nonsense is this:
"Ever drive a car that failed one day but worked the day before? Same thing..."
[8F] The NyQuil Kid |
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neonhomer
Honoray Mythbuster
Premium
join:2004-01-27
Edgewater, FL
clubs: | reply to Wills
Re: It goes a little deeper that this.
Hmmm, what about crappy tech support, but you can afford a commercial to see which employee gets a company car??? Tell the guy to drive his own damn car, and pay that money to get an English speaking tech! |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs:
| reply to NyQuil Kid
Re: #1 rule of support.....
said by NyQuil Kid :My best retort to the "But my laptop was working yesterday" nonsense is this: "Ever drive a car that failed one day but worked the day before? Same thing..." [8F] The NyQuil Kid I used that a lot. Everything works up to the point that it breaks. People seem to be so baffled that that holds true with electronics. As if technology only breaks when you aren't paying attention and you forget about it.
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"Boys are girls" - Laura Bush
»www.cafepress.com/maxolasersquad |
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The Folsom
Kindly Shut Your Noise Hole.
Premium
join:2003-01-31
Yucaipa, CA
·Verizon FIOS
| reply to Jason Levine
Re: It goes a little deeper that this.
said by Jason Levine :Having done tech support in the past (and in the present if you consider the support I do at work for my applications), one of the first things you learn is to question everything that the user tells you happened. Most users either forget crucial details (no I didn't install anything new -- except for that free screensaver application) or are too intent on blaming you to go through basic support procedures (I don't need to check my system, the slowdown is obviously something you did wrong). That's why, whenever I call tech support, I try to be patient with them. I realize that 99 out of 100 users that they encounter aren't as knowledgeable as I am and it is hard from a brief phone conversation to tell whether I'm a knowledgeable user or a clueless user who knows some terminology (aka "Knows Just Enough To Be Dangerous). Especially if there are "Scripts" involved. But what can be done when service providers have a rigid CSR policy? (Sorry-rhetoric) What needs to be done (IM not-so-humble O) is to pay MORE for REAL technicians who can get down to the real network/user issue... Not some scripted drones who know next to nothing about these inter-relationships. Empowerment is the key to technical service. The money that service providers save may go a long way toward giving better technical support. It might even be cheaper for operations and ultimately improve the bottom line for investors, enabling the company or corporation to be more competitve and (dare I say?) reduce prices for the consumer.
My $.02... Keep the change.
--
Who is "Roger" and why is everyone calling him on the radio?»www.folsomtech.com |
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