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Invisiblepwnasaurus
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Re: Technical Support Rant [Re: The_Ghost]
    #14568430 - 06/06/11 08:31 AM (12 years, 7 months ago)

Quote:

The_Ghost said:
Quote:

floatingwater said:
Even though i don't know much about what you're talking about shroomism, I can relate to your story just like others that have posted in this thead. I work in tech support for a different industry and it really sucks when you have to deal with people who are assholes on the phone.

Sounds like you know how to handle it pretty well though. Sometimes I get so chapped at ignorant customers that I start to sense myself beginning to act like an asshole to other customers on the phone (who don't really deserve it).

It's all about maintaining your composure.. Dont sweat the idiots. They've probably always been idiots and always will be.

On the flip side, I'm way more relaxed and easy to deal with when I actually call any sort of helpline/tech support/customer service for my own issues just because I know there are some mean mother fuckers out there.



Yeah theres really no need to ever be rude to any sort of service or support ppl. W.e problems the company might have caused you, the service level employee is not responsible for it. Transferring blame just accomplishes more pissed off people and less problem solving. :bongload:



Fact


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Invisiblemuistrue
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Registered: 03/20/05
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Re: Technical Support Rant [Re: Shroomism]
    #14569501 - 06/06/11 01:42 PM (12 years, 7 months ago)

Quote:

Shroomism said:
Like people that demand free overnight cross shipping at our expense, I'm all.. I can enable that option for you to purchase if you like but that is a paid service. He's all... UNACCEPTABLE LET ME TALK TO YOUR SUPERVISOR.
I'm all, ok but he will most likely say the same thing.
OH YEAH WE'LL SEE ABOUT THAT! LET ME TALK TO HIM NOW!!!!
Let me check to see who's available, please hold.
Turn around, hey <Supervisor's Name> (who is sitting in the desk next to me), want to talk to some asshole? SURE SEND HIM OVER I'LL BE HAPPY TO DENY HIM.
supervisor listens for a minute to his rant, says the same thing I just said, but better. Denied denied denied. Pwned.
Some people think if they just yell and curse at you loud enough you'll bend. Be nice and you'll get a lot farther in most cases.





That's cool that your supervisor has your back. I always feel kinda bad when I have a service issue that isn't being taken care of to my liking and I ask to talk to a manager and they usually always override the other guy and give me what I want. I'm happy to get what I want but supervisors make their employee look like such an idiot especially because they always say he's gonna say the same thing as me but no they get overridden every time.


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InvisibleShroomismM
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Re: Technical Support Rant [Re: pwnasaurus]
    #14569536 - 06/06/11 01:50 PM (12 years, 7 months ago)

ding ding ding. Yes pwnasaurus.

and yeah I don't really sweat the idiots too much... working in this industry my patience level has skyrocketed.
I've learned all kinds of techniques for dealing with irrational unsavory people that I wouldn't have even thought of before.
One thing is to just kill them with kindness. I had one guy last week.. answered the phone and he was SCREAMING at me, cussing me out, etc. The second I answered.
I was just super nice to him, listened to his rants, didn't respond to his threats, and did what I could to help him.
At the end of the call he was all passive, and apologized to me for being such an asshole. He was all... I feel like a real dickhead now. :lol:

He even called back later to talk to my manager and explain how he was such an asshole to me but I just dealt with him so kindly and he was just super impressed that our customer/tech support people have that kind of patience to deal with assholes like himself and that we had a new customer for life because most people just hang up on him.

Course not every asshole ends that way, but it's refreshing once ina while.
Occasionally I'll have a guy call up and threaten lawyers, legal litigation etc because we wont allow him to step up to a certain product, that was never guaranteed. I'll point him to our (legally binding) terms and conditions with all the specific details, oh no... you guys are trying to scam me! :lol:. Ok sir well have fun trying to sue us. Been threatened with lawyers about 20 times, never seen anything come from it. Buncha bluffing pussbags.

And yeah Fractal we strive for consistency between all the techs/sups. In fact they are in the same room and often know when we have a problem customer because they are sitting right there listening to our responses, and we can talk in chat while it's going on, so they know what the issue is usually. We don't give bad information so that it's always consistent with policy/etc.


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Offlineblujay
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Re: Tech Support Rant [Re: Shroomism]
    #14569548 - 06/06/11 01:53 PM (12 years, 7 months ago)

MY FRIEND AT INTEL TELLS ME YOU'RE WRONG! HIS INTEL IS IMPECCABLUULULUER!

:lolsy:

Because working at Intel has anything to do with your computer.


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wat man rly


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InvisibleShroomismM
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Re: Tech Support Rant [Re: blujay]
    #14569575 - 06/06/11 02:00 PM (12 years, 7 months ago)

Dude, those are always the calls I want to just crack up on.

"I'M AN ELECTRICAL ENGINEER... I'VE BEEN BUILDING COMPUTERS SINCE 1970 I THINK I KNOW WHAT THE PROBLEM IS"

Well sir a lot has changed in the computer industry since 1970, have you built anything in the last 10 years? :lol:

Had one guy tell me there was Malware in one of our firmware, I was like no there's not.
He's all.. I KNOW SOME OF THE TOP LEVEL PEOPLE AT INTEL, IVE WORKED WITH PEOPLE AT ASUS AND GIGABYTE. THEY TELL ME ALL THE TRADE SECRETS

I'm thinking to myself..... and.....?  no they don't.

Some people seem to think if they throw around big names I will be all impressed or something and bow to their knowledge.
Uhhhhhh. There was guys from Intel chilling in our office last week.

Because you know what a computer is and know someone who worked for X company does not make you an expert on the subject.



By FAR the MOST common issue that bugs me, is people that keep RMAing their video card, and it keeps passing testing.. and its OBVIOUSLY their power supply causing it. But the customer REFUSES to believe it or test it. straight REFUSES to listen to multiple tech people. They will often use some of the logic above. Or... "IT cant POSSIBLY BE THE PSU, ITS BRAND NEW" (superior logic right there). When did you buy it? 2 years ago. Oh well sir the Graphics card is only a week old, and that's the 4th one we've given you, and they are ALL hand-tested, I don't think the graphics card is the problem. "WELL YOU DONT KNOW WHAT YOUR TALKING ABOUT IM AN SENIOR IT EXECUTIVE AT A FORTUNE 500 COMPANY"... ok.....


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InvisibleSilversoul
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Re: Tech Support Rant [Re: Shroomism]
    #14569580 - 06/06/11 02:03 PM (12 years, 7 months ago)

I once had a call from this old guy who made me spend over an hour on the phone teaching him how to use his iPad.  At the end of the call, he's like "Tell your supervisor that I'm an MBA and this device ought to be easy enough to understand for someone with my education."

I thought to myself, "Well, you just confirmed what I've always thought about MBAs." :smirk:


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Offlineblujay
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Re: Tech Support Rant [Re: Shroomism]
    #14569589 - 06/06/11 02:05 PM (12 years, 7 months ago)

I work tech a bit too, though not formally at the moment. My favorite attitude is:

NO I WILL NOT STOP INSTALLING LIME-WIRE AND DOWNLOADING EVERYTHING WITH THE WORD DOWNLOAD ON IT I SEE ON THE INTERNET. THAT'S WHAT THE WORD MEANS. IT MEANS YOU'RE SUPPOSED TO DOWNLOAD IT. DO NOT TELL CAVE JOHNSON NOT TO DOWNLOAD EVERYTHING ON SKETCHY-DL-DOT-VIRUS.

YOU DIDN'T GET ALL THE VIRUSES OFF MY COMPUTER!

(we reinstalled everything because it was so fucked)

THEY CAME BACK IN LESS THAN TWO DAYS!

(how the fuck did this guy defeat PC tools and auuuuuugh it's like he searches for spyware on purpose)


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wat man rly


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Offlineblujay
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Re: Tech Support Rant [Re: blujay]
    #14569599 - 06/06/11 02:06 PM (12 years, 7 months ago)

I CAN WIRE A HOUSE I THINK MY FACE CAN INSTANTLY GAUGE EVERY CONNECTION & CAPACITOR ON THIS HERE MOTHERBOARD.


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wat man rly


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InvisibleShroomismM
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Re: Tech Support Rant [Re: Silversoul]
    #14569614 - 06/06/11 02:09 PM (12 years, 7 months ago)

It's always the old people that take forever. I spent 15 minutes with an old guy trying to walk him through opening up fucking device manager. Took another 30 minutes to install drivers. What takes most people 2 minutes. Hand-holders are the worst. PLEASE WALK ME THROUGH EVERY STEP OF THIS PROCESS. Then you will... but they will just start clicking things and doing things you DIDNT TELL THEM TO DO, and go WHAT HAPPENED and get mad at you like you are the one who did it. I'm like uhh what did you do, you weren't following my instructions. Then you have to repeat yourself 500 times.


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Invisiblemuistrue
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Re: Tech Support Rant [Re: Shroomism]
    #14569627 - 06/06/11 02:12 PM (12 years, 7 months ago)

This job sounds crazy I would definitely say some fucked up shit to someone that would get my ass fired. :lol:


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InvisibleShroomismM
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Re: Tech Support Rant [Re: blujay]
    #14569647 - 06/06/11 02:16 PM (12 years, 7 months ago)

Quote:

blujay said:
I CAN WIRE A HOUSE I THINK MY FACE CAN INSTANTLY GAUGE EVERY CONNECTION & CAPACITOR ON THIS HERE MOTHERBOARD.




:rofl: Yes. This.

My favorite line is this:

So I've been getting artifacts in World of Warcraft. I've been using computers for 10 years so I'm pretty knowledgeable although I haven't tested or tried anything. I read on some forums that other people had this same problem and they couldn't resolve the issue so therefore I have come to the conclusion that the graphics card is the problem., I demand an RMA.

Wow Einstein impeccable logic there. I see that exact same line at least 10 times a day in various forms. 9 times out of 10 it's not the graphics card.


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