Quote:
|
Originally Posted by '97ventureowner
Too bad they don't give you the option for an "advanced" form of support where you know more about computers and have tried to do a bunch of those steps beforehand and you don't have to start at "square one" going over the steps you already have done.
|
Here's the opposite end of the spectrum...
I work as tech support for a large law firm. Occasionally one of the lawyers here will have trouble with their home PC. The words I dread to hear from them are: "My husband (or wife) is a computer genius and he'll work with you on the phone to fix my home computer..." because that always means I'm going to be dealing with someone who thinks they know more than I do...
BrodyP, you know what I'm talking about...
'97ventureowner, I am not impugning your computer skills, this is just a typical example of what I deal with...
(Keep in mind my IT dept isn't obligated to support our users home computers. We only support the computers bought, configured and installed by the firm. So I am doing this as a favor to the lawyer having trouble...)
Me: "Please click START, then click RUN then type CMD in the window that opens".
Computer genius: "Oh you want me to ping my router? I did that, it works."
Me: "No, I need to find your IP address, please type IPCONFIG /ALL at the command prompt".
Computer genius: "What's a command prompt?"
(my tension level is rising...just do what I asked you to do you f*ckwad)
Me: "Click START then RUN then type CMD...that brings up a command prompt"
Computer genius: "Oh, my IP address? I thinks it's Verizon.com."
Me: "No, that's your ISP. Your IP address is something different. Please click the START button..."
Computer genius: "I think the problem is happening because yesterday I installed a new mouse."
Me:
"That's probably not it. I really need your IP address, can you click the START button please?"
Computer genius: "...you know, I bet if I defrag my computer that will fix things right up. Hold on a second while I run defrag..."
Me:
opcorn: "That will take a hour, and it won't fix anything...Can you just click the START button please?"
Computer genius: "Where's the START button?"
At that point I say "You need to call the manufacturer of your computer, because I think the problem is hardware related." (the problem is actually user-related, but I'm too polite to say that).