I'm a Electrical Engineer... I know what I am doing.

[Geek King]

At no point in the call did I ID my self as a CS student or anything else, just one of the persons responsible for the PC's.

And really, that's the best way to do things. Unless you absolutely know what they're asking you to do is wrong (*cough* format HD for RAM failure *cough*), just let them go through the troubleshooting to confirm the problem.

[technical.angel]

Sigh. I love my Dell Gold tech support.

For Mattm04's problem, my email would go.. "Hey, I have a Hard drive making grinding noises and refusing to load. Can you ship me a new one? I don't need a tech." WEll, plus, Service tag and address, but still.

[CorDarei]

i used to have a dell certified login to where i could go and order my own RPL parts....

now, i just use the dell chat. And before the rep gets on, i type out a long list of everything i've already done and what i need... That usually gets the tech to say, ok, im dispatching the part.

[Banthor the Unruly]

And really, that's the best way to do things. Unless you absolutely know what they're asking you to do is wrong (*cough* format HD for RAM failure *cough*), just let them go through the troubleshooting to confirm the problem.

I have had a dilemma about this. When I call Tech Support, I want to convey to them that I am not a total computer novice. Not so we can skip the simple or easy things, (I once called in because the power cord on my cable modem mysteriously got pulled out of the wall ) but to skip the click-by-click instructions.

For example, instead of "Click Start > Settings> Control Panel > System > Hardware tab > Device Manager"

They can just say "go to your Device Manager".

If it's something I don't know I will ask. The problem is I have not found a way to say that without still sounding like an ass, so I usually am quite and go where they want me to, making affirmative noises when they ask if I know how to right-click.

We need some sort of password so we techies and identify each other over the phone.

[technical.angel]

Except for some rare connection issues, I don't have to call Tech support for anything from home, so I always make sure to mention that I'm tech support for the uni. A combination between that, and paying for premium support fix alot.

[Geek King]

I have had a dilemma about this. When I call Tech Support, I want to convey to them that I am not a total computer novice. Not so we can skip the simple or easy things, (I once called in because the power cord on my cable modem mysteriously got pulled out of the wall ) but to skip the click-by-click instructions.

I find that if you use the jargon correctly, and sound like you know what you're doing, the phone tech will usually step back from the step-by-step spiel, and just tell you to do something. Still, doing as they ask is usually the fastest way to get them on your side, and the issue fixed. Also, as mentioned, feel free to tell them exactly what you have already tried, and the results. Some techs are stuck with a list they have to go through, but others will skip past things you've already done.

[Andara Bledin]

First rule of tech support: Make sure everything is plugged in correctly.

Yup! My thoughts were: First rule of troubleshooting: check the connetions.

Because more often than not, there's something not connected.

Also, start with the cheap stuff and work your way up. So, again, check the connections first.

^-.-^

[earl colby pottinger]

Also

I find that if you use the jargon correctly, and sound like you know what you're doing, the phone tech will usually step back from the step-by-step spiel, and just tell you to do something. Still, doing as they ask is usually the fastest way to get them on your side, and the issue fixed. Also, as mentioned, feel free to tell them exactly what you have already tried, and the results. Some techs are stuck with a list they have to go through, but others will skip past things you've already done.

Also helps if all their customers are configured the same. I run BeOS, none of the techs at Bell could help me configure my modem so I did it myself - works fine. Girlfriend called me over to help with her Windows XP system, I started to configure it the same way my modem at home was done, when I called Bell about a point the tech insisted on starting at the beginning ---- THE CONFIGURATION PROCEDURE/SETTINGS were nothing like the setup I have at home. While I am sure that it would have worked my way, there is no way that she could ever call Bell in the future for help, I would become automatically the only person to keep her internet working, and in Real Life, that is not a good thing.

Following the tech's check list helps with future support issues.

[MadMike]

SC: I'm a f---ing electrical engineer, your some stupid f---ing salesman. I know what the f--- I am doing.

Well, then you don't need my help! (click!)

If only...

[Argabarga]

Heck, I would have hung up on the genius after he swore for the 3rd time

[Alpha Strike]

At this point, I was extremely pissed and had to take a small walk into the back stock room so no one could hear me swear my head off. Truthfully, he had probably said things just a little different.. most of his responses were based on him being some electrical engineer and I'm some stupid salesman that doesn't know anything.

My gawd man, you have the patience of a saint. How the heck did you stay on the phone this long and not either a) tell him to piss off b) hang up or c) do A then B?

I think after the 2nd time of being called a f***in idiot he would have gotten a warning and after the 3rd time a swift disconnect. I couldn't care less how frustrated or pissed off they are - making personal attacks is the fastest way to transport me from "Customer Service" ville to "I don't give a fuck" land.

[earl colby pottinger]

Company rules.

I think after the 2nd time of being called a f***in idiot he would have gotten a warning and after the 3rd time a swift disconnect.

In the computer store I used to work for it was not an option, it was standard procedure. If someone repeatedly swore at you after being warned not to, you were required to hang up on them.

Partly it was the owner's religious background, but I think a big part was to prevent one getting angry and in an argument with whoever was on the phone. You may in anger say something that could get the company in trouble.

PS. I am happy to hang-up on people like this.

[Eric the Grey]

I too would have warned him once and then hung up. There's no excuse for that.

Me: Sir? Is the surge suppressor plugged into the wall?
SC: (There is a pause of about 5 seconds... and then he hangs up no apologies nothing)

Heh. What would have been the icing on the cake here, would have been to call him back and say, very sweetly, "I'm sorry, we must have been disconnected. I didn't hear you verify that the surge suppressor was plugged in, could you repeat that for me and we can continue on the diagnosis..."

You know, just to rub it in...


Eric the Grey

[HIDragonstar]

My gawd man, you have the patience of a saint. How the heck did you stay on the phone this long and not either a) tell him to piss off b) hang up or c) do A then B?

I think after the 2nd time of being called a f***in idiot he would have gotten a warning and after the 3rd time a swift disconnect. I couldn't care less how frustrated or pissed off they are - making personal attacks is the fastest way to transport me from "Customer Service" ville to "I don't give a fuck" land.

Actually, the store policy might sound a bit familiar... but we're all supposed to go the 'extra mile' for our customers and give them good customer service. Told my manager about the situation and got a few chuckles. Although, now I don't think I'd have stood for the abuse. Been working in IT and other computer related fields long enough now that I have very little patience... unless you female...

Problem is where I am, we sort of 'pride' ourselves for being really nice people... just say "Aloha Spirit"... Also had another job with a local ISP company.. they also wanted us to go extra... I lost my saint patience working for them...

I too would have warned him once and then hung up. There's no excuse for that.



Heh. What would have been the icing on the cake here, would have been to call him back and say, very sweetly, "I'm sorry, we must have been disconnected. I didn't hear you verify that the surge suppressor was plugged in, could you repeat that for me and we can continue on the diagnosis..."

You know, just to rub it in...


Eric the Grey

You know... I just realized that it was standard policy to get a customer's phone number just on that case that it did happen... my manager wanted me to get into practice since I was almost Tier 1 tech support for the place... oh... I wish I had.. and though of that also.. that would've been really sweet...

[Pezzle]

I find that if you use the jargon correctly, and sound like you know what you're doing, the phone tech will usually step back from the step-by-step spiel, and just tell you to do something. Still, doing as they ask is usually the fastest way to get them on your side, and the issue fixed. Also, as mentioned, feel free to tell them exactly what you have already tried, and the results. Some techs are stuck with a list they have to go through, but others will skip past things you've already done.

Things that have worked for me:

1) Talk about Warhammer 40k. I once was on the line with a verizon rep for over an hour becuase of an old out of date modem firmware problem and we yapped about the Night Lords for god knows how long while he did his resets.

2) Talk about CCNA classes.

3) Talk about your sweet arse rig.