Only thing is, half of the OTHER stories I've seen on rinkworks ALSO belong in the "stupid tech support" section... the win is not strong with that place.
Problem Description: Client wants to know the MAC address for the computer. Advise client that I have no way of knowing or obtaining that information. Advise client that she would more than likely need to call Apple to see if they could point her in the direction of obtaining that. Client says that the MAC address is not a macintosh address. Client says that the MAC address can be obtained by doing an ipconfig /all. Client ended up disconnecting the call. During the call I believe I could hear someone else listening. Just before the call was ended by the client there was a something faintly said but I could not make it out.
Resolution: Advise client to contact Apple.
You know, up to the point where they thought MAC id was a mac thing it was fairly meh. I've seen waaaay too many of these conversations go the other way, where we tell them we don't have their MAC ID, but try to tell them how to obtain it themselves only to be drowned out by screeches of "TOO HAAAAAAARD!!! YOU FIX!! YOU KNOW EVERYTHING! COMPUTER MAN FIX THINGS!!"
At one stage while I was working in a call centre and thinking about joining the darker side (management) I had the pleasure of working the QA desk. I cut points from an op who told a user she couldn't connect because her icon was broken and the only solution was to delete it and reinstall her modem drivers.
When he saw the score I assigned him he marched right over to my desk to argue that he should get full points because he got her connected successfully (he had her reboot during the process). I had to tell him that solving the problem accidentally doesn't count for anything...
That guy came aboard under a special hiring policy -- the "get some bums on seats IMMEDIATELY because the 12-month hiring freeze we instituted has reduced our helpdesk from a staff of 120 to less than 40" policy. The theory was that anyone with good communication skills can be trained up to adequate technical knowledge. Which makes as much sense as writing to Santa asking him to leave some CCNAs under the tree for you, in my opinion...
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no subject
Date: 2008-12-24 04:22 pm (UTC)no subject
Date: 2008-12-24 05:31 pm (UTC)Resolution: Advise client to contact Apple.
You know, up to the point where they thought MAC id was a mac thing it was fairly meh. I've seen waaaay too many of these conversations go the other way, where we tell them we don't have their MAC ID, but try to tell them how to obtain it themselves only to be drowned out by screeches of "TOO HAAAAAAARD!!! YOU FIX!! YOU KNOW EVERYTHING! COMPUTER MAN FIX THINGS!!"
no subject
Date: 2008-12-24 05:57 pm (UTC)no subject
Date: 2008-12-24 08:08 pm (UTC)When he saw the score I assigned him he marched right over to my desk to argue that he should get full points because he got her connected successfully (he had her reboot during the process). I had to tell him that solving the problem accidentally doesn't count for anything...
That guy came aboard under a special hiring policy -- the "get some bums on seats IMMEDIATELY because the 12-month hiring freeze we instituted has reduced our helpdesk from a staff of 120 to less than 40" policy. The theory was that anyone with good communication skills can be trained up to adequate technical knowledge. Which makes as much sense as writing to Santa asking him to leave some CCNAs under the tree for you, in my opinion...