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Jul. 27th, 2005 09:33 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
guitarguy1980.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryIt's funny, but I've noticed over the years that I've been in tech support (5 now) that I can always tell when a (l)user is completely at fault for something. You wanna know how?
Ask closed ended (Yes or no) questions, or list the only possible answers in the question (aka Your PC is now on or off?)
I've found that people who aren't at fault, will answer yes or no, or the possible answers you list in your question.
Guilty parties will always add on. Per this:
Me - brianbassguy
TR - Tire Retreader
Me: "Ok, so, the handheld is not functioning, meaning it will not turn on at all"
TR: "No, it won't turn on at all, and it's weird cause it was working this morning."
Me: "Ok, so it was working this morning. Has anything happened to the handheld that would have changed it's working status?"
TR: "Well, not that I know of."
Me: "Alright, how new is this handheld? (checks customer records on computer) I see that this handheld was sent out in May, brand new. So, the battery shouldn't have been consumed in such a short amount of time. Is there any problem with the battery connection? Specifically, is it making a connection?" TR opens back of handheld computer and I can hear a piece fall out over the phone and hit the floor. "What was that?"
TR: "I don't know, it came out of the battery thing."
Me: "Is it metal?"
TR: "Yes. But I don't know--"
Me: (cutting him off) "Does it look like it goes near the battery in the unit?"
TR: "Ugh, yes. But you see I didn't-
Me: (Cutting him off) Are you sure that nothing happened to the unit? This normally doesn't happen, especially to a new handheld."
TR: "Well, it did take a little fall this morning."
Me: "Ah, and did the handheld keep working after that?"
TR: "No, but let me tell you, I didn't do-"
Me: "Ok {Tire Retreader's name}, sounds to me like this was dropped, and something came out of the battery bay. Obviously I can't fix that over the phone, so why don't you send in the Spare in the Air form and we'll get you another one sent out."
TR: "Ok, but I didn't do this."
Me: "Were you the one handling this handheld?"
TR: "Yes."
Me: "Were you the one who dropped it?"
TR: "Yes."
Me: "Well, then you did it. Fortunately for you and {company}, you have a hardware replacement warranty clause in your contract. So, don't worry about it, you'll just be a day without it. I'll have another sent out overnight preprogrammed to go for you.
TR: "Thanks."
Me: "Just in the future, when I ask if anything has been damaged, just let me know what happened, and we'll get through it a lot faster. Thanks {name}. Have a good day!"
Denied it, and tried to explain his way out of it by adding on to the closed ended question responses. I knew this guy straight up lied to me.
Anyone else have a similiar experience?
Ask closed ended (Yes or no) questions, or list the only possible answers in the question (aka Your PC is now on or off?)
I've found that people who aren't at fault, will answer yes or no, or the possible answers you list in your question.
Guilty parties will always add on. Per this:
Me - brianbassguy
TR - Tire Retreader
Me: "Ok, so, the handheld is not functioning, meaning it will not turn on at all"
TR: "No, it won't turn on at all, and it's weird cause it was working this morning."
Me: "Ok, so it was working this morning. Has anything happened to the handheld that would have changed it's working status?"
TR: "Well, not that I know of."
Me: "Alright, how new is this handheld? (checks customer records on computer) I see that this handheld was sent out in May, brand new. So, the battery shouldn't have been consumed in such a short amount of time. Is there any problem with the battery connection? Specifically, is it making a connection?" TR opens back of handheld computer and I can hear a piece fall out over the phone and hit the floor. "What was that?"
TR: "I don't know, it came out of the battery thing."
Me: "Is it metal?"
TR: "Yes. But I don't know--"
Me: (cutting him off) "Does it look like it goes near the battery in the unit?"
TR: "Ugh, yes. But you see I didn't-
Me: (Cutting him off) Are you sure that nothing happened to the unit? This normally doesn't happen, especially to a new handheld."
TR: "Well, it did take a little fall this morning."
Me: "Ah, and did the handheld keep working after that?"
TR: "No, but let me tell you, I didn't do-"
Me: "Ok {Tire Retreader's name}, sounds to me like this was dropped, and something came out of the battery bay. Obviously I can't fix that over the phone, so why don't you send in the Spare in the Air form and we'll get you another one sent out."
TR: "Ok, but I didn't do this."
Me: "Were you the one handling this handheld?"
TR: "Yes."
Me: "Were you the one who dropped it?"
TR: "Yes."
Me: "Well, then you did it. Fortunately for you and {company}, you have a hardware replacement warranty clause in your contract. So, don't worry about it, you'll just be a day without it. I'll have another sent out overnight preprogrammed to go for you.
TR: "Thanks."
Me: "Just in the future, when I ask if anything has been damaged, just let me know what happened, and we'll get through it a lot faster. Thanks {name}. Have a good day!"
Denied it, and tried to explain his way out of it by adding on to the closed ended question responses. I knew this guy straight up lied to me.
Anyone else have a similiar experience?
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