Wonder if I have the male version of PMS

[archatos.livejournal.com]

Customer: Hi, I just got my computer back from service, and they have deleted all my data!

Me: Yes? That's pretty normal. They are obligated to check that your computer works with original software installed.

Customer: Well, normal intelligence would suggest that you contact me before deleting all of my data! I had a lot of important stuff on that harddrive!

Me: The repair center doesn't check what data you have on your harddrive. Backups of personal data is considered the customer's own responsibility, and nothing we can be held accountable for.

Customer: But how can you just delete my data without talking to me?!?

Me: Backups of data is the customer's own responsibility, and we do not consider that unless specifically asked to. If you had asked the repair center to contact you about pricing for doing backup, they would have. When they aren't asked to do that, they assume that backup is not an issue. This is according to the warranty terms that came with your computer.

Customer: How can you expect me to take backups before sending to service?

Me: Backups aren't considered to be an advanced task, so we assume customers can either do it themselves, or contact us if they should need help. It is not our problem when backups aren't made.

Customer: But now I have to set up everything again, and I lost a lot of important data! How the hell can you assume that I don't want any backup?

Me: *reading from the warranty terms* You should always create backups and remove any personal or sensitive data from the computer before sending it to service. We do not accept any responsibility for personal data on the computer once it is sent to service.

Customer: You don't need to repeat yourself. I want to know what to do about my lost data ffs!

Me: Frankly we don't care about your lost personal data, since that only means you never read the warranty terms that was shipped with your computer.

*Customer hangs up*

Gah. I hate those stupid fucks who don't know how to read a simple piece of paper.





1. Issue Description
**Customer couldn't get USB WLAN adapter working, and claimed that the USB port was broken.
2. Troubleshooting Steps
**Got customer to insert driver CD and follow installation instructions. Was not able to lower myself to customer's intelligence level when it came to computers, but somehow we still got through the installation by magically pressing "next" and "yes" buttons.
3. Solution
**Problem solved



I am extremely glad I go on vacation next week.

X-posted to Callcenter and Callcenter Hell

Comments

[jecook]

::facepalms::

in my office, I make it a point that if I have to send a machine out for warrenty work, the hard drive stays here, unless it's the hard drive itself that's gone wonky. In that case, it gets imaged (or backed up), and wiped (if possible) before sending it back...

[archatos.livejournal.com]

Well, these are consumer products, where the entire box has to go in no matter what piece of hardware fails. Still, they have their warranty statement, where it says in bold letters at 6 different places that they should back up their data at regular intervals and before sending to service.

Hell, I can even tell them to do a full re-install with format and partition deletion without caring about what they have on their drive. And after just over one year of tech support, I have absolutely no compassion for users anymore.

[snoopyh42.livejournal.com]

I used to work in a computer repair store where my performance was based on how much I billed out in a given month. Since it was a crappy shop and didn't get a whole lot of customers, I had to give them EVERY possible accommodation in order to keep their business (and get their money). Most of the time, this meant backing up their data before wiping the system. I'd like to think that it's common courtesy to at least CALL a customer before wiping their drive, then it's at least one thing to be yelled at about later.

[snoopyh42.livejournal.com]

*one thing LESS

[archatos.livejournal.com]

For a small computer repair shop or store, yes. For the largest or second largest computer manufacturer in the world, no. We don't have time to call every customer and ask if they want backups. That's why it's written several times in their warranty statement AND in the papers they get when sending a computer for service.

[geekgrrl-ca.livejournal.com]

When I have to tell a customer to Nuke and Pave (format and reinstall) I always tell them they should make a back up of their hd first. How ever how they make a back up is not important to me, I let them know they should, if they don't know how, I refer them to their yellow pages (data recovery).

[taleya.livejournal.com]

that's what you get for not even fuckin' knowing enough about a vital piece of equipment to REPAIR IT YOURSELF.

Sorry, I know, people don't know stuff, but I hate those whiners. Most of my family pokes me, they know I'll fix it - for the price of a meal or some good alcohol (last time I scored a giant bottle of baileys and two baileys glasses I'm currently saving for when myself and my other half move in together) and they know if they shut up and listen, I'll tell them exactly what happened, why it happened, and how to avoid it in the future.

Tech stores drive me nuts too - I've dealt with systems so fuckin' hosed that the only thing to do is tar and pave - and that's fair enough.

But I've seen systems formatted because a PCI modem was physically fried by lightning.

..the FUCK?

Format is the LAST resort, not the first you idiots!

man this turned out to be a mini-rant. Must not post before drinking first coke of the day.

[lions-tambua.livejournal.com]

well. you could also have asked what he thinks he had done if they needed to replace the harddrive ;) then there ALSO would have been all datas lost. so what shalls *shrugs*