Mixed feelings.

[linkslut.livejournal.com]

On a scene-setting note, I work in a callcentre, for a large ISP, fielding technical support calls.

My mother is a customer of another ISP, and she and I have had enough conversations about computers that she now phones her own ISP before she phones me (I really hate doing techsupport out of working hours).

She phoned me tonight, and advised me that her ISP had told her that she needed to replace the cabling that connected her modem to her computer, and if that didn't work, see a computer technician.

Now, my mother isn't the most technically capable person on the face of the planet, but she can follow instructions fairly well, so I sighed, and asked her what the error message was, resigned to the fact that it was now my problem.

"691" Came the response.

Now, I already have a low tolerance for idiots, but this really pissed me off.

5 minutes later, I had talked her through recreating her dialup connection, and she was back online.

I stewed on it for some time, but about 30 minutes later, I phoned this ISP, and asked to speak to a manager, and I filed a complaint.

For those not-in-the-know kind of people who may be readng this, "691" is a username/password error.

I feel a little dirty about having phoned someone's manager about something like this, but working in the same kind of situation, this is not the kind of mistake I would forgive for someone who was still in training.

We do NOT FRICKIN' SUPPORT IT. Even if you are a district manager.

[kizayaen.livejournal.com]

District Manager: "I can't connect to the VPN."

(I walk the DM through some troubleshooting and get him connected)

DM: "Okay, I'm on the VPN, but now I can't connect to Lotus Notes. Just in case it matters, I'm on wireless. I know it's not supported, but [insert whining and bitching about how it's just not convenient enough to connect with a cable when he wants to watch football]" (paraphrased)

Me: "Yeah, the VPN will actively terminate connections if it detects that you're on wireless. That's for security reasons."

DM: "Well, [insert more whining and bitching]"

Me: "Let me have you go ahead and connect using an Ethernet cable even though you've got wireless. I think that's probably what's keeping you from connecting to anything."

DM: "So you're telling me that the CEO of the company doesn't log onto the network using wireless?"

Me: "I couldn't speak for the CEO." (What, you think you merit the same considerations the CEO does? Pfft.)

DM: "But I don't want to use a cable. I'm very busy and I go to hotels where they only support wireless and blah blah blah. I can't be troubled to reconfigure my laptop every time I go back and forth from home to a hotel." (paraphrased)

Me: "I'm sorry. It's not supported. I can't help you with your wireless."

DM: "Well, do you support other clients?" (Subtext: "You can tell THEM how to get their wireless working, why can't you tell me?")

Me: "No, we're a dedicated helpdesk. We only support you."

DM: "I mean, when you take other calls..."

Me: "We only take calls from you. We're a dedicated helpdesk."

DM: "Well, [insert more bitching]"

(I finally get the DM to take out his wireless card, plug in an Ethernet cable, and presto, everything works just fine)

DM: "So you're telling me that this wireless card I bought is worthless and that I wasted my money?"

What I want to say: "Yes. You dumbass, everyone tells you that it's not supported and that you can't use it. I know you know this because you told me yourself that you know it. Why do you think you can use it when nobody else can?"

What I say: "Unfortunately, like I said, the technical aspects of the issue keep you from being able to connect. So yes, that appears to be the case."

DM: "But it would be possible to connect otherwise?"

Me: "Theoretically, if they disabled the functionality of the VPN which terminates wireless connections, then yes, you could connect via wireless."

DM: [insert more bitching]

Me: "I can submit a complaint for you if you like."

DM: "Okay. But don't make me sound like an asshole." (paraphrased)

Me: "I'll only put in here what you've said to me."