Arg!!

[saraidia.livejournal.com]

Why do our users call us when they are in their car, away from their affected computer, and not online.

*wails* I hate them all

Comments

[kmfdmchik.livejournal.com]

so we can use the magic fix it stick to solve their problems :)

[liquidmercurial.livejournal.com]

I feel your pain...

The best "in the car" call ever my husband took. The lady was calling saying she wasn't getting any wireless signal. After a few preliminary questions, she finally said, "I'm about 3 hours from my house in the car right now, trying to use my laptop to connect."

And then she had the audacity to be pissed off when we told her that wouldn't work...EVER.

What planet are these people from?!?!

[tsutton.livejournal.com]

I blame the marketting blurb - "You can go anywhere with wireless!" so she is doing what it said.

[glennarbor.livejournal.com]

on top of being in a car they tend to call as they are driving through a tunnel, and expect you to be able to understand there garbled ramblings.

[saraidia.livejournal.com]

No, the best was the lady at the Drive-Through of a certain Arched Burger joint. She was screaming her order through the window, while she put me on hold. Her radio was blasting and there was another person in the car commenting on various things.

My headset should come with a ray gun.

[tat2ddeviant.livejournal.com]

I was actually on a call to a Client site in the NJ/NYC area... couple peopla actually got into a Fist Fight while I was trying to Troublshoot a Net Comm Issue..

[glennarbor.livejournal.com]

wow, I think I would have just hung up in that situation.

[anaesthete.livejournal.com]

Yet another argument in favour of adding a "Shock Customer" button.

I had a boss who used to do that

[yduras.livejournal.com]

I was my job to call IT for her. On her way out of the office, she'd tell me "My email is broken, call it in" and vanish. That used to lead to the most interesting conversations.

Me: Hi, this is XXX calling for YYY. I need a trouble ticket number.
IT: Ok, well, what's the problem.
Me: My boss can't get her email.
IT: (Starts asking intelligent questions about the problem)
Me: I don't know the answers to those. My boss just told me her email was out and left, taking her laptop with her.
IT: Well then, what do you want us to do?
Me: Give me a ticket number, so I can write it on a posty and prove I called you, as she requested. If it's not fixed by morning, we can troubleshoot when she gets back.
IT: Why didn't you just wait until morning to call?
Me: Because she told me to call and put in a trouble ticket, and it takes less time to just call than to try to explain to her why having me call with no details doesn't help. If it makes you feel any better, she's on mail server ZZZ, which you just had to reboot, and that was probably the problem. When she logs in tomorrow and everything works, I'll call you and let you know you can close the ticket.
IT: Ohhh-Kaaaay... Your ticket number is 000000.
Me: Thank you and have a nice day!

[jahbulon.livejournal.com]

Well duh, they call because they just want to see if you know what the problem is or give them a few ideas on how to fix it! Sheesh! Its not hard!

[saraidia.livejournal.com]

I do hope you are kidding!

[jahbulon.livejournal.com]

Of course not! You should be able to tell what the problem is! You're the tech aren't you? You know all about that technical stuff!

You should be able to tell what kind of modem they use from their first name!
You should be able to identify the issue when the only piece of information you have is "I can't connect"!
You should be able to fix the unidentified problem on unidentified hardware at a remote, unattended location, and if you can't, why are you working there!

[saraidia.livejournal.com]

You know, that stream of logic actually makes sense...if I were Miz Cleo. hehe

[tjernobyl.livejournal.com]

I like those. I've gotten good at the "can't do anything from there" brush off, and can usually shoo them away without much fuss.