One of the cardinal rules...
Dec. 28th, 2004 12:54 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
elobscuro.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecovery... of support here at The Company Which Must Not Be Named (we're like Voldemort, in a way), is that if we didn't sell it to you, we don't support it. Which makes me quite curious as to why one of our techs even got this guy started...
Short version. system shipped with Windows 98. Now running XP. Customer is having trouble connecting to the internet using his dialup. previous tech fed him some line aobut his winsock, so he called in to ask if his winsock was configured properly. Now, I'm hardware support. As long long as winsock is THERE, that's as it should be, so far as I'm conerned. Windows works. So I wouldn't go into the particulars even if Windows XP HAD come on his system. Then he asked my why he had no IP address. I explained that his system will not have one on dialup. Then offered our (fee-based) advanced OS support for his third-party OS configuration fiddly bits, and tried to get him back onto more support able ground by troubleshooting his modem. Asked him to run modem diags. he doesn't have them. Our modems generally don't ship without them, oh, wait, this system didn't ship with a modem. I ask if he bought his modem from us. He certainly did not. I asked what brand it was. Apparnetly, his modem was made by 56K Standard. But that's not my problem, he has their support number.
And yes, that IS the short version. Why is it so hard to beat into people's heads? DO these folks go down to the Ford dealership and ask for free service on their Chevy? It's days like this that I wish I had acess to hammerspace...
Short version. system shipped with Windows 98. Now running XP. Customer is having trouble connecting to the internet using his dialup. previous tech fed him some line aobut his winsock, so he called in to ask if his winsock was configured properly. Now, I'm hardware support. As long long as winsock is THERE, that's as it should be, so far as I'm conerned. Windows works. So I wouldn't go into the particulars even if Windows XP HAD come on his system. Then he asked my why he had no IP address. I explained that his system will not have one on dialup. Then offered our (fee-based) advanced OS support for his third-party OS configuration fiddly bits, and tried to get him back onto more support able ground by troubleshooting his modem. Asked him to run modem diags. he doesn't have them. Our modems generally don't ship without them, oh, wait, this system didn't ship with a modem. I ask if he bought his modem from us. He certainly did not. I asked what brand it was. Apparnetly, his modem was made by 56K Standard. But that's not my problem, he has their support number.
And yes, that IS the short version. Why is it so hard to beat into people's heads? DO these folks go down to the Ford dealership and ask for free service on their Chevy? It's days like this that I wish I had acess to hammerspace...
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Date: 2004-12-28 02:35 am (UTC)It seems the general line of thought is "This is a car. They have mechanics. Mechanics fix cars."
I suppose the same logic applies with computers ...
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Date: 2004-12-28 04:34 am (UTC)The only difference is that the Ford dealers CHARGE for the work they do.
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Date: 2004-12-28 09:44 am (UTC)no subject
Date: 2004-12-29 03:52 am (UTC)no subject
Date: 2004-12-29 06:56 am (UTC)I tried to ask one that during an escalation one time. They insisted that this was different, but refused to explain how.