He would rather play his freecell game.

[sld72382]

As soon as this call ended I knew I had to post it, this was a couple of weeks ago, but it's still funny.

Guys calls in because his in-house security software is saying it's expired (meaning NO PROTECTION). No big deal, I'll just log in to his machine, remove all the toolbars (as they conflict with the software), clear startup, reboot and re-enter the keycode that must have went missing.

Well, this guy turned out to be an big SC.

Me: For this I'm going to have to use remote access to log into your machine....

SC: Just walk me through it! I don't want to do that.

SLD's note: Due to some websites we use requiring a password we can't give out to customers, remote access is pretty much required and if a client doesn't want to use it, then it's off to the store for them. Besides, if they don't trust us enough then why are they calling?

Me: Sorry, but in order for me to continue the support for this problem I do have to use it.

SC: This is bullshit!

Me: At this time if you decline us using the remote access, you will need to bring to the store for support on this problem.

SC: The last time I let a tech use remote access they deleted all my contacts and really fucked things up!

Me: Who was that, sir?

SC: Norton!

Me: First, I'm not Norton. Secondly, there would be no reason for me to delete anything you need.

SC: Yeah, but how do I know that? (Now saying it in an "eat shit" tone) How do I know you're... not... going... to fuck up my computer?!

Me: You have my word on it.

SC finally relents. Yay! But when I actually log in to his machine, I ask him to close all his windows, including an open freecell game.

SC: I am not going to be closing my freecell game!

Me: Sir, this is going to require a couple of reboots. You are going to need to close it regardless.

This was after looking and finding the game had no save function.

SC: Well I'm not closing it!

Me: May I ask why, sir?

SC: I have a 300 dollar bet going on and I am undefeated! I cannot close this game out! Now you find another way to do your support!

At this point, I was done with him. Other than logging in, I didn't touch a single thing on his machine. If he would rather play his precious freecell game than get his antivirus software fixed, then so be it.

Me: Sir, at this time I am going to give you a case number. Please give us a call back when you are done with your freecell game, so we can support you fully.

SC: Okay I'll do that.

Me: *Gives case number, ends call.*

As this was early afternoon, I checked the call log late in the day and he never called back. Must have been a pretty intense game of freecell!

[Aethian]

He does know that those freecell dollars don't pay out right?

[Akasa]

I'd report him, but I'm mean like that.

[Soulstealer]

I'd report him, but I'm mean like that.

You could but for what exactly?

[Ironclad Alibi]

You could but for what exactly?

Since mention was made of in-house security software, it is likely he is using a company owned computer to play a game. Such activity is usually officially frowned upon. And when such game playing interfers with the proper functioning of the computer, or network, someone gets in trouble.

[Lingering Grin]

Also, the idea of accessing the computer remotely, always makes me think it's not a personal computer.


At least, I can't think of a reason why anyone would EVER let someone else have free reign over their computer like that... but maybe I'm just overprotective.

[sld72382]

Since mention was made of in-house security software, it is likely he is using a company owned computer to play a game. Such activity is usually officially frowned upon. And when such game playing interfers with the proper functioning of the computer, or network, someone gets in trouble.

This actually WAS a personal computer.

The "in-house" security software is what our retail stores are pushing to customers. Instead of the vendor generating the keycodes to activate the program, the store is. It's mainly an excuse to push the teir 1 tech support for the software off on us instead of the vendor. Plus other things that are fit for a new topic.

[Lingering Grin]

This actually WAS a personal computer.

Wow...okay, I have to side with the customer now, at least as far as the remote access goes. (he was still an idiot after that point).

I wouldn't have let you even get that far though, not a chance.

[sld72382]

Wow...okay, I have to side with the customer now, at least as far as the remote access goes. (he was still an idiot after that point).

I wouldn't have let you even get that far though, not a chance.

I don't quite get your aversion to letting an agent use remote access. I see what's going on, fix the issue, then get the hell off. In general, sure beats having to tell him/her what to click on and hoping you don't have a moron on the phone who can't see what's right in front of him/her.

[Broomjockey]

I don't quite get your aversion to letting an agent use remote access.

Geeks don't like letting other people touching their stuff, let alone giving someone unfettered access without even being there to be stopped should they try something (see your previous agent deleting stuff). I wouldn't let anyone remote access my machine either.

[Lingering Grin]

I don't quite get your aversion to letting an agent use remote access. I see what's going on, fix the issue, then get the hell off. In general, sure beats having to tell him/her what to click on and hoping you don't have a moron on the phone who can't see what's right in front of him/her.

Well, would you give a complete stranger TOTAL and UNRESTRICTED access to your house? Where they could do/steal/change/destroy anything?

Would you hand a stranger your wallet (or purse)?


I don't even let my friends have total access to my computer, no chance in HELL I'm giving that access to some random voice over the phone.

[sld72382]

Well, would you give a complete stranger TOTAL and UNRESTRICTED access to your house? Where they could do/steal/change/destroy anything?

That's clearly not the same as bunch of bits and bytes on a computer, IMO.

We have a policy where if the customer refuses to use remote access, then they need to go to the store. On the in-house software line, we need to download the software from sites that require a password. We are not allowed to give those passwords to clients, so if they refuse to let us do our jobs then off to the store they will go where they can reinstall the software for them.

It's the same thing on the service plan line. If a client has a premium service plan which now covers software issues 4 times a year, they need to let us use remote access, otherwise we may not be able to properly see what's going on. Otherwise, for all the money a customer paid for a "premium" service plan they better be trusting, otherwise I'll just lead them to an online scan and get their ass off the phone and take a call from a customer who actually is trusting of me.

[Broomjockey]

That's clearly not the same as bunch of bits and bytes on a computer, IMO.

Yeah, just have access to my email through Outlook, my banking info, personal photos and projects, etc etc, and no guarantees of any of its safety beyond your word as an employee of your company. I wouldn't take my computer in to the shop either, without encrypting the crap out of everything.

[Lingering Grin]

That's clearly not the same as bunch of bits and bytes on a computer, IMO.

It's EXACTLY the same, people LIVE off their computers, just like they live out of their houses.

It's like giving someone access to something where they may be able to access:

Bank Account numbers
Private Conversations
Journal Entries
Contact information for friends and family.
In some cases where people own their own business, you may even have access to payroll and contact information for those people's employees.

and that's not even mention "personal" files. (yes... I mean porn lol)

We have a policy... [snip]... I'll just lead them to an online scan and get their ass off the phone and take a call from a customer who actually is trusting of me.

First, why SHOULD I trust you? You're an anonymous voice on the other end of the phone! I don't even know your real name!

Second, if that was your policy, I'd either just figure it out myself, or stop using your services all together. (I don't take my computers to stores either... I trust them even LESS)

[cawaker]

LOL remote service is great for helping a lot of people, but its not for everyone, nothing wrong with that.