[chadfree] Re: Tech Support - Rene (was Peggy- Photo program question_

Back in 1999 when I bought my first computer, before I knew anything other
than how to hit the power switch to turn the thing on and off.  I couldn't
get onto the Internet, I had popped in the *free* AOL disc and everything
seemed fine but I couldn't connect.  Now by husband had hooked everything up
(he'd had computers before, started with the Commodore, I think, or the
Technics thing) and swore he had everything connected right.  I was on the
phone with the Gateway tech for no less than 6 hours trying to figure out
why it wouldn't connect.  That guy must have asked me at least 50 times,
"You're sure the phone line is hooked to the right phone jack on the back of
the tower?" (he was SO patient) my husband would swear up and down, yes,
it's in the right jack.  6 hours later still no conection and the Gateway
guy was totally baffled - my husband went to take a bathroom break, I did a
quick check of the phone jacks - in the wrong jack!!!  He came back from the
bathroom and the computer was connected to the Internet!  I think if that
Gateway tech could have come through the phone and strangled my husband he
would have.

I always think of this poor Gateway guy whenever I hear about tech people
having to handle things over the phone.

Peggy



----- Original Message ----- 
From: "-{ Rene Brehmer }-" <metalbunny@xxxxxxxxxxxxxx>
To: <chadfree@xxxxxxxxxxxxx>; <chadfree@xxxxxxxxxxxxx>
Sent: Tuesday, April 20, 2004 9:20 AM
Subject: [chadfree] Re: Tech Support - Rene (was Peggy- Photo program
question_


> At 13:05 19-04-2004, Linda F. Johnson wrote:
> ><<And believe me, when you do tech support on the phone, and
> >you try to help people find a specific tool, and they're not using the
> >right program, it takes  a long time to realise why they keep insisting
> >that the tool you describe for them doesn't exist ...>>
> >
> >That's why when I used to work tech support on the phone, my first
> >instruction to people was ALWAYS "Click on  the Help menu and tell me
what
> >it says after the word 'about'."  I don't' care if the programs don't
even
> >look alike, Rene....people will often insist they are inside one program
> >when they are really inside another :-)
>
> That's what I learned from that experience ... hehehe ... Thing is that
the
> support I did was for system admins ... and logically you assume that they
> know what they're doing ... In the end it turns out that in many cases we
> had to clean up their messes because they couldn't even follow simple
> directions...
>
> The company I worked for changed the policy to get VPN access to all
> clients as they came by the servers to set it up. That way support could
be
> done by simply talking on the phone with the client about what they wanted
> done, and then do it ourselves through the VPN connection.
>
> I never actually handled end-user support over the phone (only
> server/server-admins) myself ... but I know my colleagues that did often
> had to take a few extra breaks hehehe ...
>
>
> Rene
>
> -- 
> Rene Brehmer
> aka Metalbunny
>
> ~ If you don't like what I have to say ... don't read it ~
>
> http://metalbunny.net/
> References, tools, and other useful stuff...
> Check out the new Metalbunny forums @ http://forums.metalbunny.net/
>
>
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