Tech Support HELL

LOL! You should have given that customer a prize! He had a computer that made up error messages on the fly!

(btw, no I'm not kidding, I finally got angry after reading the 3rd escalation with that in it)

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malgrep.livejournal.com

For some reason the powers that be let users open their own tickets. Some of the ones we get are just priceless.

"Computer is broken, fix it NOW!!!"

That is a direct quote from one of the nicer users we have.

Then they went ahead and gave them admin rights on their machines.

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jecook

::golf claps::

At my place, I'm all three tiers ::sigh:: 'course, for a few weeks, I was the ONLY it guy in the entire company on the payroll.

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jacobine.livejournal.com

We allow our users to open their own tickets, too. This means we have brilliant people who do things like put all the details in the Notes section... which we can't see. Rather than where it says 'Problem description.'

They also all have admin rights on their own machines but, fortunately, we do not give them the admin password.

From:

malgrep.livejournal.com

They can install anything they want here, including filesharing programs. Of course I was told that if we catch anyone using them to disbale their access.

Internal users are mine, all mine.

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Yay, I love anonymous flaming!

So tell me, tier 1 and 2 should not have to escalate decent tickets? pfft.

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Wow, the above poster was right, you are harsh :)

You are also incorrect about a few things. Most of the escalations we receieve are not system problems and over 95% of them do not need to come to my group. Counseling has been tried with these employees, and since that didn't work maybe this will get their attention. I'm not asking for heroics, simple confidence. I really don't know why you are so insulting. Also, if you've been following my posts on this community could I recommend you get a life? I posted this in the hopes that those who have to deal with people that can't seem to understand what an error message consists of could see that people feel their pain and maybe get a laugh.

Now..why are you anonymous? :)

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err..replace confidence with competence, something I obviously failed to have in that post :-p

From: (Anonymous)

yeah, figures you assholes would delete my posts just because I don't agree with your particular form of "amusement."
Keep up the good work, I applaud your total lack of professionalism and unwillingness to approach a problem.

You flatter yourself with thinking I follow your posts exclusively! I read and participate in this community, which you also do...wouldn't I, therefore, read your posts? Yes, use that brain power.

Secondly, I am not a user lashing back with anonymous flames. I'm a network administrator who is appalled by the apathy and bitchiness of some of the people in this community. It's no wonder people groan when they think of IT support, especially if people like kyndig are an example.

From: (Anonymous)

There wasn't a damn thing to bitch about.
The fuckhead who started this thread should quit whining and do his damn job. "Oh my, a customer can't make a connection with our service which they paid for. LET ME BITCH ABOUT IT ON LIVEJOURNAL INSTEAD OF FIXING OUR SHIT!"

^top notch administration, I salute you!

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It is interesting that you got that from my comment. Noone else did.

From: (Anonymous)

It is, isn't it?
Everyone is so used to bitching about how much customers suck that they don't stop to think about things objectively.

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That would be one way to take it. Another would be that you are looking for something which isn't there.

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You're not a user lashing back with anonymous flames, you're a loser network administrator who lashes back using anonymous comments. Bravo. You managed to lower yourself to depths beyond that of a luser!

From: (Anonymous)

Wow, that might have hurt if it weren't for the anime icon you use...
Really, way to go champ!

Now, since you obviously have nothing constructive to add to this discussion, go watch Sailor Moon or whatever it is you do.

From: (Anonymous)

Either way you had no reason at all to send that untactful and unprofessional email to all of your agents.

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Woo, icon bashing. The last bastion of one who has nothing else to contribute.

That aside, you're lashing out at everyone who dares to have the temerity to disagree with you.

Get over yourself.

I never saw the original email, so I can't say much about whether or not it was justified. But guess what? Even if it wasn't - it's not your call. Unless you're directly associated with the company in question, anything you have to say about it is just an opinion, which, quite frankly, when coming from someone who doesn't even have the testicular fortitude to put their damned name on it, and therefore take some responsibility for their stance, it's worth less than a puff of intestinal gas. Opinions are like arseholes - everyone has one. Doesn't mean I have to listen to them.

If you are a network admin - which I doubt, speaking as one myself, we generally have something approximating a code of honour - then you're coming across as a pretty piss-poor one.

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When I was on helpdesk, we tended to reply with ones like that with "There's approximately a thousand error messages, each with a different cause. Tell you what, why don't I jump off your phoneline, you try and connect again, then leave that error message up and call us back so we know exactly what's going on and can fix it for you?"

With the right amount of helpful concern, it works brilliantly :P

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It's gonna be a cold cold day in hell before any users get local admin on their machines in our network :P Hell, we don't even give them browsing access! You are here to work, people!

Then again, it's a fairly busy helpdesk and we can't waste time on people arsing around....

As we do both in house and external (for about 300 other ISP) support at my level (NSR) we have a pretty simple rule... You don't tell us what's broken, in proper email form with legible english you don't get it fixed. EOF.

From: (Anonymous)

Code of Honour, eh? Meaning I can't have a differing perspective on someone's behaviour other than the usual "HAHA USERS SUCK." In this case the support technician sucks.

You're right, it's not my call...it's not any of our calls...so then, why was it posted? This is a fucking public Internet forum...if you post something be prepared to get flamed for it.

I love how you can gauge my skills and effectiveness as a network administrator just by my posts disagreeing with someone's (who I happen to think is a complete asshole) supposed actions which they post on an Internet forum. Very insightful!

I don't post under my LJ username for this exact reason...all you fucking morons get uppity and bitchy when the tables are turned. Everyone is so used to jumping on the bandwagon of "haha, look at the dumbass user" that you're not even considering "haha, that was really stupid and assholish of the tier 3 manager to do."

Thanks for the cliches, they always help get a point across ;)

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I love how you can gauge my skills and effectiveness as a network administrator just by my posts disagreeing with someone's *snip* supposed actions

As opposed to you gauging someone's intelligence by seeing their LJ icon? At least I can see you being hung by words from your own mouth, rather than a pic you may happen to like.

*waves to

taiirei* Sorry we missed your dinner last week ;_; was working graveyard friday/saturday and sunday

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Awww, even better! Let's attack someone's icon! You sir are a master at petty point scoring. Yeah, you, the anonymous coward. How pathetic! Nothing constructive to add? And you did with the random crap sprouting from your fingers? Bravo, you managed to petty and weak at the same time!

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O___O
By the powers of deduction... you must be James' girlfriend! I didn't get to meet you! Much sadness on my part! That's alright, I'll look forward to when I can finally see you in person. Apparently we've met before but with this sieve of a brain, I can't remember a face ^^;;

*shakes a hand* Nice to meet you online however >_

From: (Anonymous)

And you did with the random crap sprouting from your fingers? Bravo, you managed to petty and weak at the same time!

You, however, are no master of the English language.
WTF were you even trying to say? It's difficult to comprehend when your sentences are missing a few key elements.

Stop being so bitter and have a happy holiday weekend.

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Wait a second... stop being so bitter? Who started all this? You did, oh cowardly one. Oh, and attacking someone's usage of language without any evidence is yet another example of how low you are willing to go. There's quite a few examples already of what sort of cretin you are, and you just keep adding to these examples every time you write.

From: (Anonymous)

Original Statement:
And you did with the random crap sprouting from your fingers? Bravo, you managed to petty and weak at the same time!

What you're missing:
And you did [what?] with the random crap sprouting from your fingers? Bravo, you managed to [what??] petty and weak at the same time!

It doesn't take a Ph.D. in English to figure that one out, but since I had to BOLD it for you: In your first statement you're missing something important...A DIRECT OBJECT! What did I do with the random crap sprouting from my fingers? In the second statement you're missing something of greater importance... A VERB! Sure, you have "to" but you're missing the important part.

Now that we have that out of the way. I started nothing, aside from point out how much of a stupid asshole the parent post was. You, however, have been arguing with an "oh cowardly one" (as you put it) for several days over nothing of any particular importance. So what sort of cretin does that make you? Probably one with no life.

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And that makes you better because you keep coming back? Oh, I'm sorry you didn't managed to get the gist of any of my comments. I'll have to add simpleton, coward, offensive, petty and a cretin to the list of words that adequately describe your small and narrow personality. I see you don't deny the coward accusation. It's a bit hard to deny that using anonymous comments.

I would apologise for not re-reading my comments and making them perfect but why should I be apologising to someone who's sole intent is to flame? It would be completely lost on you and you'd just pick the next petty thing to attack... for example, icons, or screen names. Oh wait! You've already done that.

From: (Anonymous)

I keep coming back because there are about 20 people watching this thread and laughing their asses off at the stupidity and bitchiness which the responses to my posts are saturated with (especially yours). I'm responding because I get a call when someone sees a response to your post and they want the laugh-a-thon to start again.

You, well you just keep arguing with someone you think is so far beneath you.

I like your list, it describes you well. Particularly simpleton; how many years did it require for you to know yourself so well. As for me being a coward, I explained in an above post why I'm not posting under my name: it's because assholes like you would chastize me for speaking out against you mindless fucking techsupport drones. Offensive and petty? I haven't said a damn thing that anyone hasn't deserved. If you don't like it, don't read it or just continue to delete my posts like the asshole parent poster did.

Oh, I did indeed perceive the meaning behind your mangled English. It is a shame, however, that you are unable to communicate more effectively requiring nothing more than the mastery of grammar taught in grade school.

So, keep on posting! You're providing all of us quality entertainment.

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