It makes me wonder...

[elobscuro.livejournal.com]

...How some people get through the day wihtout calling in brain-dead to work. I finally, after a big orgy of "owenrship" (ye cats I'll be glad when they take my outbounds away and I have an excuse to give other techs...) managed to finish with a man who, over two, two-point-five hours on the phone with me, all told, still couldn't understand that WINDOWS XP and OFFICE XP are two different things. No, sir, we don't need to install service pack one before you do your windows updates, your WINDOWS came with service pack 1 installed. That disk that sayas SP1 is an upgrade for OFFICE. After the sixth time in as many minutes he finally declared that he gets it. I hustled him off the phone with a "here's-your-case-#-thank-you-for-calling-The Company Which Must Not Be Named-your-may-be-getting-a-survey" before he can rope me into offering my professional opinion about which disk to install for his third-party crap first.
No uptraining they offer would, at this point, make me happier than some pointers on call control and our exact, explicitly delineated scope of support (preferably inserted into our hold music as subliminal messages).

Comments

[jahbulon.livejournal.com]

HAH

Explicitly delineated scope of support will NEVER happen.

Our support scope says we don't touch firewalls. We don't tell the customer to disable them, we don't tell them how to disable them, we don't tell them to uninstall or how to uninstall.

Of course, if you're trying to set up an ADSL modem you may need to do all four of those things during a call. But you're not allowed to tell them to do it and call back, you have to somehow imply to them that is what they have to do, then put them on hold or something, then its magically gone!

Absolute bullshit.