I work retail, NOT tech support!

[CrazedClerkthe2nd]

I've worked at games stores long enough now to know better, but earlier on in my days there I was absolutely stunned at the number of calls we'd get from people who were having problems with their consoles and wanted us to troubleshoot and set them straight.

It wasn't so bad in the PS2/Xbox/Gamecube era, but now that we're on to 360/PS3/3DS/Vita there are so many more issues that can crop up. Given the increased complexities in hardware as well as the abundance of new features such as console firmware, networking capability, online play, downloadable content and things like microphones and cameras, there's probably close to a million different things that can cause a system to act up.

Now I do know a bit about troubleshooting game consoles (I'm a gamer after all) but that doesn't mean I expect to have to provide this service for a standard retail wage or at the expense of the other responsibilities I have at work.

I realize it's probably easier to call us than actually talk to Sony, Nintendo and Microsoft but the bottom line is: They (sometimes) Fix things, we DON'T.

Also, I would say at least 19 times out of 20, it would be impossible for me to provide a solution with any certainty even if I wanted to because I cannot see their console and setup. There are just so many options and customizable things with consoles and HDTVs and sound systems these days, you either have to be there or be willing to spend a decent bit of time on the phone with the customer to get an accurate of idea of what's going on.

I have been yelled at, screamed, cussed at and just about everything else you can think of because of my failure to provide tech support despite the fact it's not even in my job description.

I actually had one guy threaten to "beat me to a bloody pulp" if I didn't help him get his son's Xbox working. I turned that one over to a manager immediately. The counter threat of police visiting him if he didn't hang up right away was enough to scare him off.

[bhskittykatt]

Ugh. At the motel, people expect me to troubleshoot their WiFi issues. There's a tech support number for them to call. It's really awesome. They can help with any system, and can also see if it's something on our end, and then they call me and tell me what to reset. But people don't want to call the number. They expect me to magically fix it. While I'm fairly computer literate, when it comes to networking issues I'm absolutely useless.

One guest even brought his laptop down. He didn't want to call the number. So I called the number and had them talk me through it, with the guest standing there in the lobby.

Seriously, contact the game console manufacturer for help. I may ask the game store at the time of purchase a few basic questions about setting the product up, but I wouldn't expect them to magically know what my set-up is at home. (I don't even know...Hubby set up that monster. Don't even ask me what's hooked up to what! There's a bunch of switches and lights and stuff...I can't begin to explain it.)

[raudf]

Ooooh, I hated it when people would call my repair center (Monkey Wards) and ask us about their Nintendo/Sega/SNES setup and why it wasn't working with the TV WE SOLD.

"Is the TV turning on? Does plugging something else into the AV ports on the TV work? Well, you're gonna have to call the console's manufacturer. Why? Okay, first off, we aren't licensed repair for them and second, I CAN'T even pull up the manual on the thing, let alone order parts for it. Nope, not in the system. We don't sell service contracts on them. We sell over-the-counter warranties* on them. And no, I can't pull that info up. The store might, but I can't say for sure, since I'm not attached to them or their systems. Well, you could go see O.B. Ware at the store and I'm sure he'll help you."

I think only once was it actually the TV. The kid had yanked the heck out of the AV ports, didn't tell Mommy and well, from what I understood, he lost the game console the entire time it took to repair the TV. The screaming that could be heard because they were dead sure it was our TV that was causing the problem.. not their idea of wiring it up or the console itself.

*Over The Counter Warranties were for items that cost less than $50 OR required sending to manufacturer. If the item stopped working, even if it was under manufacturer warranty, you brought it into the store for an over the counter exchange. The store then sent it off for repair and sold it through the outlet section.

[notlovinit]

I have that same problem with customers and the WiFi. The thing is I do know how to fix whatever issue they are having, but my company is seriously going to have to pay me more if they expect me to go out and help the customers with these issues. And they don't. My company does not expect me to help... but the customers for some reason think that all the (mostly high school) workers at McDs should be their personal tech support.

Also, a bigger pet peeve is the Redboxes... people for some reason think we own them. The issue used to be a lot worse. I seriously cannot help customers with anything on those beyond telling them that they can return a movie to any redbox machine. Even if I did know how to help them with the redboxes I could get in a lot of trouble for doing so, because THEY ARE A DIFFERENT COMPANY!!!! The only thing I control on them is the power source.... so I guess if they are completely off I can fix that by flipping the fuse, but that's it.

[downforit2008]

You REALLY know that you're not getting paid enough by the time that you're getting THREATS of personal injury being given to you. I've been in Retail for 4 years and have never gotten one of those. If I do, I'd say, "Okay, let's throw down." and let the guy throw the first punch, in which case I duck and send his ass sprawling onto the ground. Used to have that advantage in fights in my youth, and I thank God it doesn't happen in Retail to me.

[customersruinmylife]

Argh. The pub has free wi-fi but it's absolutely useless. The amount of people that come up and ask me to fix it is unreal. Then they get snippy when I can't help them. "YOU provide this service, it is YOUR responsibility." Yeah, it's a free service bitch. I don't really care.

And then there are the gambling and quiz machines. Whenever one of them developed a fault, I would simply unplug it and put an out of order sign on it until someone showed up to fix it. Again, customers expected me to open a machine, that potentially contained hundreds of pounds worth of coins in the middle of a busy Saturday night.

[Dreamstalker]

Also, a bigger pet peeve is the Redboxes... people for some reason think we own them. The issue used to be a lot worse. I seriously cannot help customers with anything on those beyond telling them that they can return a movie to any redbox machine. Even if I did know how to help them with the redboxes I could get in a lot of trouble for doing so, because THEY ARE A DIFFERENT COMPANY!

We have a Redbox at the grocery store, and I'm waiting to get a question about some detailed technical 'issue' that I have no idea how to fix (and even if I did, I can't). About the only thing I can do is walk someone through the options on the screen.

[EricKei]

Then they get snippy when I can't help them. "YOU provide this service, it is YOUR responsibility."

No, the owner provides the service. Let then try to get him to do the tech support

[Dave1982]

Again, customers expected me to open a machine, that potentially contained hundreds of pounds worth of coins in the middle of a busy Saturday night.

Not to mention the fact that - depending on the age of the machine and what type of display it uses - you could be looking at thousands or even tens of thousands of volts worth of residual charge in the capacitors. Not a good thing to be poking around in if you dont' know what you're doing.

[PepperElf]

and even when you do work tech support it doesn't always get better

we're not suppose to troubleshoot over the phone - i mean very very simple things are ok, but if it's complex they have to bring it in.

had a lady call us up to troubleshoot her mouse. asked her to bring it in... but she declined saying the last time she came in we expected her to pay for service. (Um yeah, we don't work for free lady!) ... so i gave her our 1800 number cos they do over-the-phone troubleshooting, knowing full well they WILL charge her for the help.

I mean.. what i said about the phones applies to in-store too. if it's extremely simple we'll just fix it and thank them for coming in without asking for a single penny. but i'm talking like, putting the menu back up on IE, even letting someone download their own updates (some of our customers are very rural and can literally not get anything but dialup, so we don't quibble about letting them download updates).

But if it's going to take longer than 5-10 minutes to fix because of complexity? Darn right we're going to expect people to pay for it.

[EyeTeaGuy]

I feel the pain - I DO work tech support, I'm the on the ground guy for a nearly 1000 student strong middle school in Colorado.

Sometimes I get the exact opposite of you - staff members who think that since I am a tech, I must eat, breathe, drink and poop technology, and as such, am the perfect person to ask "I'm looking at getting a new cell phone, which one should I get?". Replace cell phone with computer, tablet, game console, etc - happens all the time.

I'm sure the first question you ask when you get a "which console" question is "Well, who is playing it?" followed up by "what do they like?"

We aren't clairvoyant, people! I actually DO eat, breathe, etc technology, but I always am leery of people asking questions like those, because they come back to me whining if the go with something I suggest, and they don't like it.

(And my first answer to the cell phone question - don't ever go with AT&T.)