Lot of liars

[redqueenmeg.livejournal.com]

Boy, there sure are a lot of liars out there today. I just had to go take a walk. I'm not technically allowed off the phones, but I left anyway. I'm tired.

Several calls in a row would go like this:

ME: So when you double-click on your McAfee icon, nothing happens? You don't get an on-access scan window, or an error, or a gray box, or anything?
HER: No. Nothing.
ME: (connects to her computer, double-clicks on McAfee icon) So you didn't get this gray box saying on-access scan?
HER: Well, yes, I got THAT, but nothing happened.

ME: So you have nothing in your system tray, no little icons to the left of your date and time?
HIM: No.
ME: Nothing at all there?
HIM: Nope! (tone of triumph, as he's just proven there is something wrong with his computer)
ME: (sigh, remotes into his computer, points mouse at system tray icons) Do you see these little icons?
HIM: Yes.
ME: These little icons to the left of the date and time?
HIM: Yes.
ME: Those were the icons to which I was referring when I asked if there were any little icons to the left of the date and time.
HIM: Oh.

Call after call. Client bald-faced lies to me, and I know it, and I connect to their computer, and prove it, and show them what to do. So. Boring.

x-posted to my journal and customers_suck

Has anyone managed not to let their parents know they work with computers?

[kalidor.livejournal.com]

( Parental Stupidity )

Passing the buck

[tertiumquid.livejournal.com]

I just got a ticket in my queue that was redirected by a tech on another queue. The customer called in asking for assistance with a competitor's product. The tech clearly noted that the customer was not using our software, but a competitor's, and requeued it to us anyway. Why not just requeue it to one of the several hundred other product queues? It's not their product either.
An even better idea would be to tell the customer that it isn't our software and send them packing. Guess that would have taken initiative.