It's not working and I know what could NOT be the reason

[jadedusoliel.livejournal.com]

So this "lady" calls in because her equipment is not working. All through the call she keeps telling me what is NOT causing the problem with such comments as "well it's not X that's causing the problem because if it was I would know". Right you, an untrained person, would know even though you called me, a trained professional, for help. GRRRRRR

Comments

"I'll try it, but I don't think that's the problem..."

[linguafranca.livejournal.com]

God, I hate that. It's like they HOPE our advice doesn't work just so they can prove us wrong.

Re: "I'll try it, but I don't think that's the problem..."

[morningside.livejournal.com]

Of course, if you replied 'Well, then if you know what the problem is, fix it your fucking self' you know it'd be you getting in trouble. Equally annoying is asking 'Why are we doing that?' I just tend to ignore them or talk over them and it usually shuts them up. The first commandment of tech support should be '1. If you have a problem, shut up and listen or get the hell off the phone.'

Re: "I'll try it, but I don't think that's the problem..."

[spacekadt.livejournal.com]

But shouldn't the first commandment of support be "listen to the customer"? I know they're fucking stupid for the most part... I'm in recovery from tech support - but there are some of us that DO know what the hell we're talking about but can't quite find the right fix. There's NOTHING I hate more than having to call tech support because they treat me like a stupid three-year-old. I've done that, it didn't work, can we please move on to the next possible fix...

Re: "I'll try it, but I don't think that's the problem..."

[jadedusoliel.livejournal.com]

When the customer has no clue what I mean by operating system and keeps calling it her UPS cable you'll forgive me if I tend to think she might not know what she's talking about.

Re: "I'll try it, but I don't think that's the problem..."

[daerlyn.livejournal.com]

Sadly, it doesn't work, though. I've tried treating my clients like I think they have a hope in hell of knowing what they're talking about, and I've reached the following conclusions:

1. 95% of tech support clients have no idea what they're talking about.
2. 40% of the above think they know what they're talking about, and can fool you into thinking it too, up until they do something disastrous to their system while on the phone with you.
3. Of the other 5%, 4% are arrogant assholes who are already pissed off at you because they had to call tech support and don't want to cut you any slack because they feel stupid just being on the phone with you.

Thus leaving 1% of clients who are both knowledgeable and willing to communicate with you, the tech, in an intelligent and useful manner.

(Me, bitter and cynical? I'm sure I don't know what you're talking about.)