Coincidences suck for Tech Support

[tadiera.livejournal.com]

So, today this woman calls in and I get her.
Apparantly, she installed our DSL service and Service Pack 2 at the same time.
Since then, she regularly gets locked out of her Outlook Express identity.
She claims that someone on our helpdesk fixed her issue and that it's there, the information is there (and she rants for quite some time that it's not in our manual, but I CAN do it).
The other tech only stated her settings were wrong, and he fixed them.

I told her to call Microsoft's SP2 support. If it wasn't that, well, Outlook is their product - they can fix it, we, on a DSL support desk, cannot.

The woman called back, said they didn't help. I've been listening to her speak to a supervisor for the past... 15 minutes?
She is vehement that we can change her OE identity password, that it's all our fault, that it didn't happen until ZT was installed, that we need to go into her PC and fix it, and on and on and on.

And supposedly, she works for a helpdesk also.

You'd think she'd understand.

Comments

[tmercenary.livejournal.com]

I am not sure on current MS policy, but at one time they didn't actually provide support for Outlook Express. Outlook yes, Express, no. That's how bad it sucks.

[tadiera.livejournal.com]

That's crazy.

Me, I hate it and I've never used it or Outlook.

[prozacnation.livejournal.com]

And every call I take for support is always OE.

I wonder if these people know that they can use other things besides what came installed on their computer.

I asked one person if they had another browser if IE stopped working and they said no.

Me: "You know you can run multiple browsers and different browsers at the same time. I usually use Mozilla and Opera and Maxthon."

Luser: "Really?!?! Liek I never heard of those other browsers."

Because for them to venture outside of Microsoft would be too much for them to do.

[tadiera.livejournal.com]

In our case, we only support IE and Netscape. And Netscape's mail and Outlook/OE.

But, y'know, it's like with the lack of Unix customers. If they use it, they know what they're doing.

[wesmills.livejournal.com]

Yes, there is very much official support for Outlook Express.

*sighs in agony*

And supposedly, she works for a helpdesk also.

[loosechanj.livejournal.com]

Oh bullfockers. And if, in the slighest possibility she's not lying like a dog, I'd like to know why I have such a hard time finding tech jobs.

Re: And supposedly, she works for a helpdesk also.

[tadiera.livejournal.com]

She works for the energy company's support. So, y'know, it's prolly like 'Uhhh, such and such happened? Lemme look in my book and see what that means.' ;) Or, 'oh, your power is out? I'll send them out...'

Re: And supposedly, she works for a helpdesk also.

[thalionar.livejournal.com]

hard to say.... "tech support" is a lot of different things to a lot of different people.

You'd be amazed how many people are whizzes with mainframes and can't remember their network password or how to make a signature in outlook. Or DBAs who can't open the Office toolbar.

Also, the folks who rocknroll on MSOffice products, but can't figure out how to inactivate a mainframe session, despite the fact that it says "to inactivate session, enter an I on the command line" right on the freaking screen.

Re: And supposedly, she works for a helpdesk also.

[dmsalem00.livejournal.com]

Or people who can make ancient hardware sing together in perfect harmony that never bothered to learn how to make things italic or bold on livejournal =X

Re: And supposedly, she works for a helpdesk also.

[linguafranca.livejournal.com]

I dunno. Some of the stupidest people I talk to are my customers' IT people.

Re: And supposedly, she works for a helpdesk also.

[dmsalem00.livejournal.com]

Amen. Who gets an IT job without knowing what a BIOS is, or at least how to get there?