A question for anyone working a tech company support line

[dibblebill]

So I have a question regarding tech support for customers. Do you prefer it if they know nothing, or come into the chat telling you what is wrong, and what needs fixing? Just wondering.

 

[lunatic59]

I support a small enterprise, and while those self proclaimed "computer illiterate" users can be frustrating at times, I think those armed with a little knowledge can be worse. Many of my users think they know how to fix a problem when in truth they are making it much worse. The few that do know something will call me right away if it's beyond their comfort level, or they will fix it and never call me.

I saw a sign in a bicycle shop years ago and I've adapted it for my own use.

 

[dibblebill]

I support a small enterprise, and while those self proclaimed "computer illiterate" users can be frustrating at times, I think those armed with a little knowledge can be worse. Many of my users think they know how to fix a problem when in truth they are making it much worse. The few that do know something will call me right away if it's beyond their comfort level, or they will fix it and never call me.

I saw a sign in a bicycle shop years ago and I've adapted it for my own use.

Ah. So coming into a chat knowing what is wrong bit not having the skills and tools is not helpful?

 

[lunatic59]

Ah. So coming into a chat knowing what is wrong bit not having the skills and tools is not helpful?

Usually if they can diagnose, they can fix. 99.9% of the time what they think is the problem isn't the real problem.

If we've got a problem with one of our servers that's a warranty or paid support issue, I'll usually remote the tech into the machine and let them drive. Swapping out a failing drive in a RAID array is a 5 minute job (assuming I've got the right drive on the shelf), configuring our dang PBX is still voodoo to me. The software is so feakin' complex that I'd rather just let the provider take care of it for me. I might watch, but I won't help.

 

[dan330]

I think if they know enough to give a good description of the issue/problem.. or what it was doing right before the problem started.. is great.

it sucks if they hand in a device.. and say it don't work.. fix it.
it sucks more if they ... try to help/or get involved with the repair.

 

[Unforgiven]

I don't care if they are smart or stupid, so long as they don't lie and don't have amnesia. If you pressed delete, remember it, and tell me, and we can fix it. "I don't remember" and "I never touched that" are the two worst things you can hear when trying to help someone.:banghead:

moved to the lounge

 

[clitrenta]

So I have a question regarding tech support for customers. Do you prefer it if they know nothing, or come into the chat telling you what is wrong, and what needs fixing? Just wondering.

I think I prefer if they know something. Even if they try and tell me what's wrong, they're usually smart enough to listen if I tell them what's really wrong. I have far more patience with that than the other.

 

[clitrenta]

I don't care if they are smart or stupid, so long as they don't lie and don't have amnesia. If you pressed delete, remember it, and tell me, and we can fix it. "I don't remember" and "I never touched that" are the two worst things you can hear when trying to help someone.:banghead:

moved to the lounge

Oh yah, I've gotten that enough along with my personal favorite: "I'm not a computer person!" (yah so why would I expect you to know how to turn things on and off?)

 

[Medion]

I've been on both sides of the fence. Now, I'm just the user/customer. So, if I can diagnose/fix myself, I do it. If it's above my degree of competence, I call for help. In these cases, I don't interject my opinion (as a teen I sure did). If i knew how to fix it, this other guy wouldn't be here. So, I tell them what's wrong (IE, what is happening verus the expected outcome), and I get out of their way. I answer any questions they ask of me, truthfully (why yes, I did click the red button).