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Dec. 16th, 2004 10:02 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
oddball42.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoverysome of the details of my job include dialup ISP and pop/imap email support.
frequently i have to help support a customer with email wihtout being the ISP for the customer.
notes from the acct:
12/16/2004 10:31AM *me* Email Client
3wayed with custoemr and his ISP, they will not even try to troubleshoot his connectivity issue involving pop3. gave up on them tested 143 for imap. that works so we are setting him up with IMAP
12/16/2004 09:55AM *me* Email Client
customer is still having trouble getting pop3 email from us. telnetted to mailserver on port 110 and it came up and was immediately cut off. tried two more times and it never connected. referring back to isp.
not to summarise the 3 way call. a very nice and rather intelligable east indian rep on the line. i cant call her a tech because she would not deviate from her script thats not teching. thats a slightly less automated phone system. in explaing to her why the customer was not getting email (useing the telnet to mailserver/port bit) she then stops trying to help saying this is not our mailserver we do not support this. uhm hello im support for that mailserver "I" am supporting ot you are supporing your crappy aresed connection that wont talk.
why companies think this is a good thing i dont know. but if it keeps up the idea of support will be a joke. and while i may hate talking to irate assholes i do take a certain amount of pride in doing a good job and that call really reminds me why keeping the jobs in the states with real techs is a imporant deal. i think that if any company sends support fro my product overseas i will from now on drop services with that company.
frequently i have to help support a customer with email wihtout being the ISP for the customer.
notes from the acct:
12/16/2004 10:31AM *me* Email Client
3wayed with custoemr and his ISP, they will not even try to troubleshoot his connectivity issue involving pop3. gave up on them tested 143 for imap. that works so we are setting him up with IMAP
12/16/2004 09:55AM *me* Email Client
customer is still having trouble getting pop3 email from us. telnetted to mailserver on port 110 and it came up and was immediately cut off. tried two more times and it never connected. referring back to isp.
not to summarise the 3 way call. a very nice and rather intelligable east indian rep on the line. i cant call her a tech because she would not deviate from her script thats not teching. thats a slightly less automated phone system. in explaing to her why the customer was not getting email (useing the telnet to mailserver/port bit) she then stops trying to help saying this is not our mailserver we do not support this. uhm hello im support for that mailserver "I" am supporting ot you are supporing your crappy aresed connection that wont talk.
why companies think this is a good thing i dont know. but if it keeps up the idea of support will be a joke. and while i may hate talking to irate assholes i do take a certain amount of pride in doing a good job and that call really reminds me why keeping the jobs in the states with real techs is a imporant deal. i think that if any company sends support fro my product overseas i will from now on drop services with that company.
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Date: 2004-12-16 11:53 am (UTC)I had one of those conversation with HP's officejet support, which was entertianing, because the guy never, ever, deviated from his script.
Fortunately, I email HP tech support now. MUCH easier to do warrenty swap this way.
no subject
Date: 2004-12-16 01:01 pm (UTC)no subject
Date: 2004-12-17 01:18 am (UTC)Tonight I'm talking to someone who is bitching because they can't get email. I can pull it up on the GUI, not even being accessed by OE. After 45 minutes, she finally remembers that she just installed a spam blocker this morning. She disabled, and *poof*. she gets email. The entire convo she's telling me how crappy our service is. She has me on speakerphone bitching about all the porn she's getting and all the spyware that was on her system.
Microsoft and techs in our call center have both recommended Ad-aware to her. No, she spent money on some damn thing I never heard of that has errors trying to open, much less remove spyware.
Oh.. still on speakerphone and Mr Husband/boyfriend/whatever starts piping in about all the disgusting stuff that they are getting.
.
ok, I'll play, what's another 30 minutes on the call...
.
* hmm... *Tools* *Internet Options* *Privacy* *shock* *gasp* *cookies set on *low*. Let's get really mean and shut the husband up.
Click on *General* that middle button that says *settings* *view files*
wow, look at all them cookies, and *gasp* *shock*, those websites don't say bigtits.com and whoppingmelons.com do they!??!? (husband isn't saying a fucking word) and hornyhouswives, swingers and adult friend finder isn't cluing you in on something is it?
no subject
Date: 2004-12-17 05:21 am (UTC)