My Conclusion...

[elobscuro.livejournal.com]

...You know, I'm usually pretty good about giving custoemrs that little extra. You know, it's a software problem, but I'll be happy to try what I know. Or, "Well, now, since you didn't purchase this through The Company Which Must Not Be Named, I'm not able to support it, but let me find you the number of the people who _can_ help you..". Or even, "Okay, now _officially_ I don't recommend this, since it's not made by TCWMNBN, but I hear good things about spybot..."

It's not that hard to go the extra kilometer.

It's just when you start _expecting_ it, when you've done nothing whatsoever to persuade me that you're worth the effort, that I start getting a wee bit less helpful. No, I won't help you rip CDs, when it sounds like a software problem, and you spent the first ten minutes of the call insisting it was our problem, becuase you have a TCWMNBN computer, and no one was willing to help you, and why were you getting shuffled around for three days, when all you want to do is commit piracy. Now, I'm ambivalent about the whole "Arr, matey" issue, but, frankly, it takes a lot of chutzpa to ask me to help you with it under your service contract. Since it's, you know, not my job.

Okay, that's enough rant for me

Comments

[c0c0c0.livejournal.com]

Oh ya, I hate that. And working for an ISP - it seems anything internet related is free game. They think I know Yahoo passwords, I am responsible for setting up their router/xbox/palm, and that viruses and spy/adware are our responsibility since they got it connecting to our network.

[tryss.livejournal.com]

I know how you feel.

When I was doing techsupport for [insert name of major OEM computer manufacterer here] for a year and a half I've noticed that there's a point that you're allowed to help them to, and stop on a dime. Then we would enact the NOCS (in the Name Of Customer Service) help if the customer deserved it. Even then there's only so much you could do.

Two things happened:
1) the client would get helpsed NOCS and then pinched a fit when they didn't get it the next few times they would call.
2) the OEM decided that this was going too far and decided to "auto fail" any quality review that showed that the tech was "going the extra mile"(NOCS).

well, this is why I'm not working for them anymore.

Screw going the extra kilometre.

[morningside.livejournal.com]

I've been there, tried helping but then the arses expect you to do the same every time and go further. I was like that at first but pretty soon I realized that it's best to do just what you're supposed to, and screw everything else.

hmmm

[intruderad.livejournal.com]

C: Hi I can't connect to "Such and such" a website.
M: Can you connect to our homepage?
C: Yes, but thats not the problem its the other site.
M: Sir that site isn't "ISP's" site.
C: You control the internet! your meant to fix it.


(always fun trying to educate them on the whole service provider/internet content issue....

[kerberos.livejournal.com]

Best line used by my fellow tech:

He had a customer who couldn't access some site in the states.
My coworker tried to tell him we are not responsible for all sites in the world. He argues for a long time then toss out

- If someone nukes Thailand is it my fault you can't connect to servers there?

Best part was the customer saying "Yes!".

So my guy just gave up and said "Well I'll just phone my collaegues stateside and we'll fix it".

Customer said "GREAT!"

and my coworker just said "fuckit" and went on to the next customer.

Never did hear back from the guy. 8-)