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Jun. 6th, 2006 06:41 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
harmer.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryPeople like this need to be shot. Or at least put on hold for an extremely long time.
Tiny background: I do tech support for a cable ISP in the States. Our policy says if a customer has a NIC that is either corrupted or uninstalled we can make one attempt to install/correct it. If it fails, the customer is then referred to the computer's OEM.
I had this call at 9:30-ish this morning.
"cx cannot connect after reinstalling windows.
no activity light on modem.
cx is using NIC. checked device manager, NIC is not installed.
cx has drivers disk for computer. tried to install NIC using disk.
failed. referred cx to oem."
Sometimes before I go home, I check to see if any of my customers have called back. This one had. Twice! The other notes were exactly the same as mine. I laughed everytime I read, "referred cx to oem."
What the hell are these people thinking? I explained our policy to him. Did he think on subsequent calls that somehow we'd:
1. break our own policies and make more work for ourselves,
2. suddenly know the manufacturer of his NIC and what driver files he needs, and,
3. know where such files are on his disk?
I'm going to keep checking up on this guy, I'm sure he'll call back.
Tiny background: I do tech support for a cable ISP in the States. Our policy says if a customer has a NIC that is either corrupted or uninstalled we can make one attempt to install/correct it. If it fails, the customer is then referred to the computer's OEM.
I had this call at 9:30-ish this morning.
"cx cannot connect after reinstalling windows.
no activity light on modem.
cx is using NIC. checked device manager, NIC is not installed.
cx has drivers disk for computer. tried to install NIC using disk.
failed. referred cx to oem."
Sometimes before I go home, I check to see if any of my customers have called back. This one had. Twice! The other notes were exactly the same as mine. I laughed everytime I read, "referred cx to oem."
What the hell are these people thinking? I explained our policy to him. Did he think on subsequent calls that somehow we'd:
1. break our own policies and make more work for ourselves,
2. suddenly know the manufacturer of his NIC and what driver files he needs, and,
3. know where such files are on his disk?
I'm going to keep checking up on this guy, I'm sure he'll call back.
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no subject
Date: 2006-06-07 02:22 am (UTC)no subject
Date: 2006-06-07 11:56 am (UTC)love your icon by the way. :)
no subject
Date: 2006-06-07 12:48 pm (UTC)People like that drive me insane. I could understand calling back once but only if you have reason to believe the first person didn't know what they were doing. Otherwise it's just a waste of time if you've been told multiple times how to get your issue resolved. Pfft, people. :P
no subject
Date: 2006-06-08 10:23 am (UTC)"That's what the last five people said!"
"They said that, because it's true. Our equipment is working. We attempted to fix the equipment on your computer. It did not fix. Now, you go talk to the people who built the thing."
"But I've been on the phone for HOURS with you!"
"Yes, and you would have been done now if you listened to the first, or even the second person, and phoned OEM."
My Supervisor gave me a thumbs up for that one.