(no subject)

[pope-guilty.livejournal.com]

So I do tech support for a university. If you have a problem with your computer, we'll help you out or point you at someone else who can.

Now, most of the calls we get are either issues with somebody's account or problems connecting to the campus wifi. Whatever, right? That's the sort of thing that we're uniquely able to help with. Heck, we even get questions that have nothing to do with our college's IT services, and we do the best we can because there's really nobody else they can consult.

But why, for the love of god, WHY, do people call us about their home internet connections? No, I don't know why you can't connect to your DSL. The real question is, why the fuck do you think I know? And some of them get angry about it! Well gee, hold on a moment while I ask Verizon to let me use their network testing tools to see if you've got sync or not. Then I'll get in touch with Comcast and ask them if you're authenticating properly!

I understand if they have problems with some device or program that doesn't have a dedicated support line. But problems with their ISP? What on earth possesses these people?

Comments

[berkeleyfarm.livejournal.com]

FWIW, I get those calls in private industry as well. I guess people think it's Our Job because, well, they're TRYING to connect to our network for webmail or VPN and can't.

[tuba-man.livejournal.com]

This makes me all the more glad we're a consulting/managed services firm. If someone calls in with a request for home support, the first thing I get to do is mention our $69 personal service fee and discounted $75/hr support rate. So far we've had two takers, and you know what: they actually *appreciated* the work we did. I was blown away.

[penguin-attie.livejournal.com]

Well, you know, "the machine with the shiny screen isn't working" is as far as most people get. And you're the magician that knows the right spells to make the shiny work again, so you get called. Everything else is too subtle.

I personally love the people who call via Skype to ask me to walk them through connecting their new router.

[heinous_bitca.livejournal.com]

It's even worse if your boss thinks you should be supporting them at home.

Yep. My boss has specifically told me to help people set up their home wireless, home computer, etc.

Fortunately, he's retiring on Wednesday!

[lunatic59.livejournal.com]

My boss has specifically told me to help people set up their home wireless, home computer, etc.

I hope you remember to install that remote activated webcam software on the bedroom PC so you can at least make a little side cash on www.omgdidireallyhavetoseethat.com

[ptstech.livejournal.com]

WIN.

[red-scully.livejournal.com]

I used to get stopped by users all the time asking for help with their personal machines. One emailed me basically asking for a breakdown of the laptop market so I could help him decide which one to buy. Another one stopped me when I was carrying a CRT screen (I should mention I'm a skinny 5 foot three woman with the strength of a four year old) to ask me if I could come to her house that weekend and have a look at her 'internet thingy'. FFS. But I think the winner was the one who rang up to say his personal laptop had broken and could I just give him one of our spare ones? I actually wanted to die of horror when I took that call.

[http://users.livejournal.com/_pandemonium/]

People just go for whatever number they can find that says "support". I once took a call in ISP tech support where the caller said "the internet isn't working". Turned out they had a "No OS found"-error message on their screen....

[kerberos.livejournal.com]

I had a lady call us with connection problems, when I informed her that she would have to call her ISP she replied with

- I ain't calling them IQ-Seagull idiots!

I took pity and made her reboot her router and hey presto, access delux.