Que el WTF?
May. 27th, 2005 12:29 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
ravenshrinkery.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryOk, I'm breaking my normal rule of only bitching about stupid techs/management, but this one was just so out of nowhere.
Customer calls in, first call on the feebased that he just got the annual subscription for. Says he has a virus - apparently according to the Florida tech that sold him the subscription CTFMON is a virus (google it if you like). Advise him he doesn't have a virus, offer refund due to shitty documentation. He swears he has one, so we proceed. Strip out his MSconfig, looks like he's running Norton and McAfee firewalls. Check for shits and giggles to see if the Windows firewall was on - it was. Explain to customer this is probably why he's unable to get online and also why his computer is misbehaving (ya think he's paranoid much? Get this.)
He then starts accusing me of having CAUSED his problem. I ask him on what grounds he is basing this judgment (huh?).
Raven: Excuse me?
Luser: I dunno, but you must be single.
R: Ok, and how could you come to that conclusion?
L: Cause if you were married, you'd know that you're never right.
R: I hate to ask, but I will anyway.
L: It's because you said "excuse me". If you were married, your wife would have told you something my Sunday School teacher taught me. That's that she may not always be right, but she's never wrong.
R: Moving right along...
Tried removing the security software. Got Norton off and the Windows firewall disabled, but McAfee wasn't uninstalling. Ultimately I advise him since no further information on uninstall was available for the McAfee that he would either have to talk to them for advanced troubleshooting of their software or erase and reload the computer. At this notion he is furious, swears AGAIN it is a virus, and because I didn't come to that conclusion wants a refund.
Our policy is that if they request a refund we must submit a ticket for it, but odds are this won't be approved. I made sure to document his belligerance. :)
That was the last call of the night for me. On a good note - my wife is making sure the rest of my night goes better *grin*.
Customer calls in, first call on the feebased that he just got the annual subscription for. Says he has a virus - apparently according to the Florida tech that sold him the subscription CTFMON is a virus (google it if you like). Advise him he doesn't have a virus, offer refund due to shitty documentation. He swears he has one, so we proceed. Strip out his MSconfig, looks like he's running Norton and McAfee firewalls. Check for shits and giggles to see if the Windows firewall was on - it was. Explain to customer this is probably why he's unable to get online and also why his computer is misbehaving (ya think he's paranoid much? Get this.)
He then starts accusing me of having CAUSED his problem. I ask him on what grounds he is basing this judgment (huh?).
Raven: Excuse me?
Luser: I dunno, but you must be single.
R: Ok, and how could you come to that conclusion?
L: Cause if you were married, you'd know that you're never right.
R: I hate to ask, but I will anyway.
L: It's because you said "excuse me". If you were married, your wife would have told you something my Sunday School teacher taught me. That's that she may not always be right, but she's never wrong.
R: Moving right along...
Tried removing the security software. Got Norton off and the Windows firewall disabled, but McAfee wasn't uninstalling. Ultimately I advise him since no further information on uninstall was available for the McAfee that he would either have to talk to them for advanced troubleshooting of their software or erase and reload the computer. At this notion he is furious, swears AGAIN it is a virus, and because I didn't come to that conclusion wants a refund.
Our policy is that if they request a refund we must submit a ticket for it, but odds are this won't be approved. I made sure to document his belligerance. :)
That was the last call of the night for me. On a good note - my wife is making sure the rest of my night goes better *grin*.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
no subject
Date: 2005-05-27 04:48 am (UTC)"I am sorry, but I am here to provide technical support. Now unless you follow the steps I instruct you to, I will be forced to disconnect this call."
no subject
Date: 2005-05-27 01:04 pm (UTC)no subject
Date: 2005-05-27 02:56 pm (UTC)The team is a lot smaller than it used to be - as of last count 90 techs (sure beats our heydey of around 225!). We're still shrinking and the mgmt is desperately trying to bring in more revenue off our program. It's quite possible we could drop another 30 techs that are still prioritized for warranty support through attrition. Two of the leads have been put back on the phones too since there's no longer the techs for them to lead. This furthers the problem that anyone decent that is aspiring for management knows they will have to leave the desk to get it, possibly the company.
We've also lost one support staffer due to misconduct and another is actually on Canada's payroll but works here to improve our budget numbers. At this rate we may also see another support staffer go to team lead/back on the phones.
Sooner I'm outta this one the better.
no subject
Date: 2005-05-27 04:57 pm (UTC)no subject
Date: 2005-05-27 08:52 pm (UTC)