The customers, they are stupid?

[wxgeek.livejournal.com]

$CALL_CENTER TRSHOOT


Name: $NAME

PH#: $PHNUMBER

Issue: No surf.

Resolution: Customer isn't home to trshoot. advised customer to power-cycle when she gets home, and to call us back when she's near her computer.


why do they do this?

What should I do?

[amanda72788.livejournal.com]

I have a program on my computer called CyberLink Power Dvd. It was working fine and then one day a box popped up on the screen and I can't get it to go away. I shut down the program and its still there. Shut down my computer and its still there. The box says time, video, audio. It blocks out a good bit of the movies I watch. Is there anything I can do to make it go away?

(no subject)

[superbus.livejournal.com]

Being on call on weekends is problematic enough; not only do we make no extra money because of it (we're supposed to see an extra $50 for cell phone minutes, but I haven't seen dime one, and being on-call was never something I negotiated for, as it's not in my official job description), but I have to stay within 15 minutes of a computer with active internet connection; since I do not own a laptop, I'm tethered to my house, or the area around my office.

It's especially problematic when it's the weekend, and one particular person is working on the help desk down in our southern office, who calls me about EVERYTHING (seven calls from 8AM until 3:30 PM; I've spent six hours working on tickets today, all stupid shit), and never stays on the line until I'm ready; I'll tell her I'm logging into work and don't send the customer over yet, when I hear "Thank you for calling, $CUSTOMER, I have $ME on the line to assist! *CLICK*", as she goes back to surfing E! Online or something. That means I'm stuck with listening to the customer bitch as I log in, and if it's not something my department handles (which happens often; my group seems to be a common dumping ground for questionable calls. "We don't know what to do? Call Apps!"). She's surly (and when she's on the other end, admittedly, so am I), completely pants as a tech, and the last call was essentially about me doing a favour to one of her friends in her department, in creating him a VPN account (not something I'm supposed to do; for auditing purposes, we have a department that does that, but he would have been stuck this weekend without VPN access). THAT call, she had no problems staying on the line, so they could shoot the shit. Ironic.

It's also fun that one of the calls she got me for - also my shortest one, because I sent it right back - was a botched deployment of a new customer. Admitedly, this one's the customer's fault; I recommended earlier in the week not to turn up the new customer until Monday; partly because no one outside of on-call is available on the weekends if something goes wrong, and also partly because Monday's a holiday, and they won't lose any time not being filtered. Nope, the customer wanted it wrapped up in a bow, nice and pretty for Monday, not realizing that Monday is a fucking bank holiday (we work, they don't). OK, fine, firewall push on Friday. Today, I get a call from $STUPID_HELL_DESK_BIMBO, who tells me that there's a customer that cannot get onto the internet because of Websense. "I'll bet this is the customer that we turned up Friday..." "Yes, they did turn up last night". Retards! Turns out, when deployment created their accounts, they didn't do the passwords right (likely a fatfinger; shit happens, no biggie), but again, waiting until Monday would have kep this customer from calling in and going "We need the internet! Fix it! You fucked up!", when I PERSONALLY RECOMMENDED WE WAIT UNTIL MONDAY. I had to send it back to Deployment, and ruin someone else's Saturday (no way am I manually doing passwords for 89 accounts when they have a ready-made script that does it quicker), and I'm sure it's going to blow up on Monday.

Moving departments soon... moving departments soon... I'm going to keep telling myself that until it happens.

Query

[wxgeek.livejournal.com]

I know this isn't a tech support page for actual support, and this is non-critical... but I just had two customers in a row whose OSes insisted that their ethernet cables were unplugged... yet I could bounce a SYN packet off port 80 and get ACK back, and bounce a SYN packet off 81 and get RST back... like I should get from working network adapters. I wrote both of these off (after considerable hair-pulling and troubleshooting) as OS issues, and recommended a format/reload. Also possible dead hardware. Not the point, though. Has anyone seen anything like this before?

thx,
me

Edit: Yes, both customers had laptops, two NICs. Both were hard-wired into their modems, and their wireless NICs were disabled.

the stupid... THE STUPID!

[wyldthyng.livejournal.com]

(some crossposting, plz to be forgiving me)

Time to snap.

No, I will not assist you in the illegal download of a full-length movie.

In fact, no, your cell is probably not possessed of enough resources to HANDLE such a download and viewing.

Yes, I will be flagging your account so that NO ONE helps you with video downloads. EVER. Especially since this time you were green enough to ADMIT what you wanted to DL, but you may catch on for next time.

Yes, I think you're a complete moron, especially being that you're on Pay & Talk and, even if such a task were legal and possible, it'd run you out of funds in an eyeblink.

And yes, I *do* think you're full of sheep doo when you tell me that it was advertised on my company's website. (That said, readers, if you can find it, send me das URL please! I haven't found it yet, on the self-serve website OR the main company one). I think you might need to have your comp checked for adware.

I doubt you know what that is.

I'm just going to walk away shaking my head now.

Dumbass.

Reboot

[poggs.livejournal.com]

A while ago, after a network upgrade, some users machines didn't work. I traced this down to traffic going via a backup link to a switch which wasn't connected to the rest of the network, so promptly fixed the problem.

I spent the next hour with a Level 2 engineer going around some a few of these machines to make sure they were OK. We visit a typical user's desk.

L2Engineer: "OK, can I ask you to reboot your computer, please?"
User: "OK"

*presses CTRL + ALT + DEL, clicks 'Log Off'*
*presses CTRL + ALT + DEL again, enters password, logs in*

User: *looks hopefully at us*

I bit my lip for the next five minutes as the Level 2 engineer took over, rebooted the machine and checked the user could get on to the network.

My bad.....

[amanda72788.livejournal.com]

I think I made a mistake coming here. It is my fault that I didn't read all of the info listed for this page. A simple answer to my earlier question could have been that I needed to ask someone else. Instead I get some of the rudest answers that I've ever heard. I am sorry that I posted that question but I don't think its right that people make me feel like crap because of it. It will not happen again. I think people need to lighten up a little.