It's not supported.

[darkblade1.livejournal.com]

Caller: "Hi, I'm having trouble with my mail."

Me: "Ok, I can help you with that. Does it give you any error messages or anything like that?"

Caller: "Yeah, the server has rejected the connection."

Me: "Ok, we'll see what we can do. Are we using OE?"

Caller: "No I'm using Incredimail."

Me: "Ok, I'm sorry sir, but I cannot support you in Incredimail...but I can assist you if we switch to OE."

Caller: "Switch to Microsoft. No, I can't do that. I use Incredimail, and I can't switch. So what your saying is that you can't help me?"

Me: "I'm not saying I can't help you. We can switch to OE and troubleshoot from there, but I can't help you with incredimail. It's not supported."

Caller: "So you can't help me?"

Me: "I'm willing to help you in OE, but we do not support Incredimail."

Caller: "Goodbye" *click


Waa....
I can't help you in incredimail
Waa....
My mail won't recieve in a non supported email client.
Waa....

Keep crying. Incredimail is for dummies like you. Screw you if it doesn't work. I don't give two shits about you.

Comments

[ezerick.livejournal.com]

"but you're the computer help person, you should be able to help me with ANYTHING involving the computer!!"

GAH!

*headdesk*

[darkblade1.livejournal.com]

Screw them....I go with the rules they give me. They can cry, and I'll just ignore them. I think Incredimail is stupid anyways.

[ezerick.livejournal.com]

I've never heard of Incredimail but maybe that's a good thing

[jecook]

Be very glad. As bad as OE is for functionality, and outlook for resource useage, they at least are well supported by the company that writes them.

Incredimail has absolutely NO support by the company that writes it. Abolutely NONE. If it decides on a whim to eat your email, you are SOL.

And it only sends HTML mail. This has had the net effect of breaking other fragile mail systems, AND it puts a link at the bottom of your message advertising for itself- Not very professional if you ask me.

[raininglight7.livejournal.com]

I thought Microsoft dropped OE support...

[110billion.livejournal.com]

"but you work in an isp helpdesk, you can help me with my BSOD!"

[gholam.livejournal.com]

For some people, that also includes refrigerators and vacuum cleaners. I mean, you're a technical person, right?

[geekgrrl-ca.livejournal.com]

I hate incredimail


I get the same thing with our out of warranty customers (must pay for support).

I get "Oh so you can't help me?" to which I reply "No, I can help you, I just will not help you with out the support fee".

[200iso.livejournal.com]

have you ever been to incredimail.com, as far as i can tell it auto installs via activeX. if i'm not mistaken the installer was right on the front page at one point.

[jecook]

It's also advertising supported (there is a huge windows in the product which displays ads), which makes it very, very close to spyware/malware in my opinion.

[110billion.livejournal.com]

"i just installed incredimail, now everything's so slow!"

[kyndig.livejournal.com]

I hate to be the jerk that posts "why didn't you...", but why not troubleshoot the problem until you can prove that the email app is definitely at fault? (though with incredimail I'll give you 90% that it was).

[harry-whodunnit.livejournal.com]

Because 'not supported' means, well, 'not supported'?

[ravenshrinkery.livejournal.com]

Taking full advantage of "not supported" is one of the best ways we have to lower handle times - an issue for most of us doing customer-facing support. Only time this fails is when they request a supervisor/scapegoat. Then the call time comes in around a normal call most of the time.

[the-s-guy.livejournal.com]

It's fantastic for a corporate environment. Before I worked in my current job, my previous job was so lax that if a manager saw something shiny in the window of Rat Shack at lunchtime, we'd end up having to support the piece of chrome crap by mid-afternoon.

My current job's approach is that anything not explicitly in the support list is not only unsupported, but we also will not support the PC it's installed on, connected to or sitting near until that PC has been repartitioned, reformatted and reghosted.

If we took it any further we'd be shunning the user and sending in a cleanup squad.

[darkblade1.livejournal.com]

The company is real anal about call time. Real...

[ravenshrinkery.livejournal.com]

Most corporate suits are. It has to do with the accounting - some beancounter that's probably inflatuating enough to poison a small army has decided that "a technical support call should on average take this long". Management gets this number, lops off a few minutes so they can say we're coming in "above average". Then the bitchings begin. It's all about making budget, even if that's not possible because the call volume presented doesn't match was was forecast and hence staffed.

There are points where the bitchings over AIM become hailstones. "Problem techs" may be AIM'd at 12 minutes into their call to determine what they are doing on it - the expected handle time goal is 18 minutes. Sure doesn't help their morale. I usually don't get bothered until I'm into 20some minutes, and usually a quick "it's fine, stupid luser" is enough to shut them up. We used to have a desk with an expected 12 minute handle time that effectively did the same thing we do but for another company, and at SEVEN minutes would be down your ass. Outsourcing sucks.

Nevermind there are ways around this. People with real trouble holding down those call times know that answering and promptly hanging up on a call, even once or twice a day, can do real wonders to handle times, and so long as it's not done too much will likely not get caught. They also can learn the acceptable and semi-acceptable ways to call a customer's complaint "resolved" and dump them. Note that "resolved" does not mean "fixed" - the two often are not the same.

[darkblade1.livejournal.com]

I would go crazy if someone AIM'ed me while I was on call bitching about how long i've been on the phone. That would make me go up the wall...

[kyndig.livejournal.com]

Just brushing something off as unsupported without making sure it is the root of the issue may lower call times, but will just lead to more calls into the helpdesk and more pissed off customers, bad for everyone.

[ravenshrinkery.livejournal.com]

Oh I agree - but here's the catch. We get paid for how many calls we take. As an outsourcer, even if the customers are pissed off, if they keep calling, we keep raking in the money. It doesn't matter whether we resolve them or not - in fact, the more calls it takes to solve a problem, the better off we are.

Yes, that's a very shortsighted strategy, but when you have people obsessing about meeting quarterly and annual top-line revenue targets, this is what you get. I've been told in no uncertain terms that our management does not care if our customers are pissed off - that's what they pay us to handle. If we only handled reasonable customers we'd be out of business - sad truth of it is he is right.

[brutalentropy.livejournal.com]

I have the same issue... except where I work, people always want us to help them with Entourage. Ugh.

[prozacnation.livejournal.com]

"What do you mean you can't help me and my 5 pop up blockers on my computer which is blocking YOUR page from opening! YOU are NO HELP AT ALL!" *click*

I mean honestly, why would one person have so many pop up blockers it blocks the stuff you want to pop up? Why don't they just scan their computer for spyware and be done with it! ARGH!!!

[fatesplaything.livejournal.com]

Switch to Microsoft?!? No Way! Microsoft sucks, all -real- geeks know that, so I'm going to keep using my non-microsoft product, and I'm content in my lack of knowldge about the non-quality of the product I am using.

[darkblade1.livejournal.com]

It all ties back into that non supported stuff. I really don't care if they use it or not, but when I'm at work and they tell me it's Microsoft...then it's Microsoft. It's a tech best friend to hide behind our policies. :)