Phrases I should never hear

[yanni85.livejournal.com]

Me: "Okay, we're going to reboot the firewall. If I could have you unplug the power cord?"
Them: "How do I know which one that is?"

(FYI: SonicWALL TZ170 for any who are familiar. It's got network cables and a fairly standard looking power cord going into it, that's it. Also, she was holding the device in her hand when she asked the question)

Dear Customer

[awarrenfells.livejournal.com]

Please, when I ask for the S/N of your modem, give me the actual S/N number, instead of making me search for a number you have on a post it note for 10 minutes BEFORE actually admitting: "Let me just read the numbers off the sticker."

Thank you.

Your Technical Support Representative.

(no subject)

[antikythera.livejournal.com]

I wish hardware manufacturers would move towards names and away from code numbers for their model designations. I mean, a lot of them already have, but there's a lot of variation between different sub-models, and that's important when you're trying to figure out what computer a user has. The user knows he has a Toshiba Qosmio, but doesn't know if it's a G35-AV600 or G35-AV650. That's the kind of detail that can make a difference between a machine being able to run our software or not, because one might have more RAM or a better video card than the other.

The bottom line is that people remember names but don't remember random strings of characters that are only meaningful to the engineers.

Dear Customer

[awarrenfells.livejournal.com]

[Is today the day of the dumb?]

If you call me for troubleshooting ANYTHING on your computer, please be able to have the phone in the same room as the computer, or at least a means for me to walk you through your settings when you are too incapable of doing so yourself.

Also, please be AT the location of your hardware in question.

Use common sense.

No love.

Your technical Support representative.