Does anyone... (vent)

[sam_gordon]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

 

[Jennasis]

You and my DH should get together and commiserate. He can't stand that...even when i do it to him. LOL!

 

[FireDancer]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

Haha. I have had people tell me their computer is broken when a website they are trying to get to is down.

My favorite story ever was when I was working at Circuit City. We had sold someone a $2,000 build to order PC and they called to tell us that her daughter gave her a scanner but it doesn't work. We told her to bring up the computer and scanner and we'd look at it. Well, up cam the PC, the monitor, and....nothing. We asked where the scanner was and she did the following:

Turned on the PC
Launched the scanning software
Held a piece of paper up to the monitor
Clicked the scan button

The only thing that would have made that better is if she had opened the "cup holder" to place her drink in while doing this.

 

[Lynne M]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

Well, to answer your question, yeah, people do exactly what you described at the doctor and at the garage. Unfortunately.

And I do feel your pain...I used to do tech support for a medical lab. One of the clerks would walk over to my office and say:

"The machine is broke."

That could mean any of the following:

1. The reports weren't printing.

2. Orders weren't being received from external ordering systems.

3. The shift key was stuck on her keyboard.

4. One of the CRTs was on fire.

No matter what the problem, it was always "the machine is broke."

 

[gert]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

Amen.

My favorite is "What's wrong with the website?" I panic, thinking something is actually wrong, turns out, the person just forgot their password to log-in to said website.

 

[Fire14]

Not saying this is case in this situation but I've had the tell samething to 8 ppl kinda calls. Matter fact I had a case of buying new computer, receive it and set it up and see no power to cd rom drive #1 yet rest of stuff works fine including cd Rom drive #2. I'm am 98% sure I know problem but being it's brand new just out of box computer I'm not opening side panel without consent for fear of voiding warrenty. So i call, go thru 3 ppl saying samething to each , get passed to next person and am about at end of my rope.

 

[joviroxx]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

I so feel you! People say that to me and it's all I can do to not just walk away LOL... We aren't many in the office and I pretty much handle all tech issues. Ive had people call me while Im at a doctor to tell me the printer was broken. Well, lo and behold it wasn't turned on.

What's broken?!!! Email? a certain software? printing? I've learned it can be anything from forgotten passwords to complete crashes.

 

[DaisyLynn]

Haha. I have had people tell me their computer is broken when a website they are trying to get to is down.

My favorite story ever was when I was working at Circuit City. We had sold someone a $2,000 build to order PC and they called to tell us that her daughter gave her a scanner but it doesn't work. We told her to bring up the computer and scanner and we'd look at it. Well, up cam the PC, the monitor, and....nothing. We asked where the scanner was and she did the following:

Turned on the PC
Launched the scanning software
Held a piece of paper up to the monitor
Clicked the scan button

The only thing that would have made that better is if she had opened the "cup holder" to place her drink in while doing this.

Good grief. I'd think you were joking, but DH worked at Circuit City...I've heard many stories like this one right here!

 

[Handbag Lady]

It sounds to me that some IT people need some Disney training. People are coming to you for help; it isn't their fault they don't know every bit and piece about having to report a problem on their computer. It isn't the user's job to understand specifically what was wrong; if they did, they probably could fix it themselves then where would you be? The unemployment line!

I have to call our IT department from time to time for our crews. I detect attitude from a lot of them so obviously, I go into dumb mode to just play with them. It is difficult when you are reporting a problem you haven't seen or experienced, yet it does need to be mended in some way or a client can be affected.

Here's a great case in point. My internet went down at work last week. I could get email and intranet, that was it. I called IT and told them my internet was down. After three phone calls and much mocking, we discovered that my internet was down. They installed a new proxy under my LAN settings and showed me how to fix it when it happens again. In the meantime, they are working on how to resolve the fact that it changes on its own. (I'm not making this up.)

The point is, the very first guy I got in IT laughed when I reported my problem and said my internet couldn't be down because I was on the phone. (We have VOIP phones.)

However, I can understand the need to vent. I spent five years in Guest Services at Knott's Berry Farm two decades ago.

 

[superme80]

Here's a great case in point. My internet went down at work last week. I could get email and intranet, that was it. I called IT and told them my internet was down. After three phone calls and much mocking, we discovered that my internet was down. They installed a new proxy under my LAN settings and showed me how to fix it when it happens again. In the meantime, they are working on how to resolve the fact that it changes on its own. (I'm not making this up.)

The point is, the very first guy I got in IT laughed when I reported my problem and said my internet couldn't be down because I was on the phone. (We have VOIP phones.)

However, I can understand the need to vent. I spent five years in Guest Services at Knott's Berry Farm two decades ago.

My former boss/wanna be IT had me hook up my computer when we moved offices and informed me I did it wrong because my internet was not working. Turns out the genius he was unplugged it. It has been 7 years and I am still waiting for that apology. I just think that some IT guys are on a power trip. Wait I know this. My DH and friend who is an IT manager confirmed this!
I do feel for those in IT. So many people think that It guys are mind readers. Just because something does not work doesn't mean an IT guy can look at the screen and automatically diagnose the problem.

 

[Sgt Mickey]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

Cause I am clueless and yes I would go to the dealer with my car and say fix it and walk out cause I am also clueless about that
SOOO guess who deals with the computers and the vehicles....hubby

 

[tessiemez]

My husband and I work in very different fields but we both get this a lot. I try to keep a smile on my face but sometimes it's difficult. I staff a desk near a library's computer area so I always get the computer questions, and I can tell you--I'd be a lot more sympathetic if people wouldn't always throw their hands up in the air, say they don't know how, and essentially refuse to let me teach them (instead asking me to do it for them).

In the same vein, have you ever checked out the website "Not Always Right"? It'll at least remind you that you're not alone. ;-)

 

[chiefmickeymouse]

Anybody ever see that Jimmy Fallon skit where he's the IT guy, Nick Burns?

 

[mhsjax]

That's ok, how about when you call tech support and you do give them all the details and they have NO CLUE, about how to fix anything. But I do agree, that people can be a challenge.

 

[java]

My 18 year old wore his "No. I won't fix your computer." shirt to school today. He has had to save so many teachers this year with the "It won't work". Thankfully, though, they know how to write beautiful letters of recommendation.

 

[SetzKitten]

I get this all the time, as well. The first question I ask them is, What is it not doing that you want it to do. That usually gets me pointed in the right direction. What I really hate is when I get a call that the "whole building" is without internet, I drive all the way across town and it turns out to be one computer who has the wireless button turned off.

The one thing I really hate to hear from people is, "I'm computer illiterate." Seriously??? You've had a computer in front of you all day long for at least the 7 years I've been with the company, and you want to sit there and tell me you don't know how to use the tool you need to do your job?? Here's a hint, if there are no lights on it, you've kicked the power strip off or unplugged it.

Oh, and for the person who says we have "attitude", I think you all forget that there is one of us to serve hundreds of you, at least where I work. It's not attitude so much as stress.

 

[sam_gordon]

It sounds to me that some IT people need some Disney training. People are coming to you for help; it isn't their fault they don't know every bit and piece about having to report a problem on their computer. It isn't the user's job to understand specifically what was wrong; if they did, they probably could fix it themselves then where would you be? The unemployment line!

The point is "help me help you". At my work, if someone says "the computer doesn't work", that could be:

1) Can't get internet
2) Can't get email
3) Can't print
4) Can't run server program
5) Can't connect to another computer

Why is it so hard to say "I can't get on the internet" or "my computer won't print"? At least then we don't have to play 20 questions to figure out what the problem is.

It *IS* hard to avoid having attitude when the same people keep coming to you with the same problems, despite teaching them how to prevent the problem in the first place.

A user emailed me yesterday "I get an error message when I do a search sometimes." (Proprietary program). So I send her a list of questions...

"How often?"
"Does time of day affect whether you get the error?" (I'm think too much network traffic)
"What kind of subject are you looking for?"

These are all questions that will help troubleshoot and fix the problem. Her answer in response...

"I don't know what else to say."

HOW ABOUT ANSWERING THE BLOODY QUESTIONS?

Now, is there a problem? Yes. But simply saying "there's a problem" doesn't help get it solved.

 

[goofyintoronto]

Haha. I have had people tell me their computer is broken when a website they are trying to get to is down.

My favorite story ever was when I was working at Circuit City. We had sold someone a $2,000 build to order PC and they called to tell us that her daughter gave her a scanner but it doesn't work. We told her to bring up the computer and scanner and we'd look at it. Well, up cam the PC, the monitor, and....nothing. We asked where the scanner was and she did the following:

Turned on the PC
Launched the scanning software
Held a piece of paper up to the monitor
Clicked the scan button

The only thing that would have made that better is if she had opened the "cup holder" to place her drink in while doing this.

OMG! Thats priceless!

 

[rgf207]

Take their car to the shop, hand them the keys, say "it doesn't work" and walk out?
Go to the doctor and simply say "it hurts"?

So why do people tell tech support "my computer doesn't work"? And when support asks for details, act like it's a huge imposition to supply the details?

Sorry, rant over.

Oh my gosh. I'm an IT professional and people do this all the time and I ask them the same things you stated. It's very frustrating

 

[Hoodie]

I have the opposite problem. I always take note of error messages, what I was doing when something stopped working, detail exactly what happens, then send the whole thing to tech support and they always ask "did you turn it off and turn it back on?"

Uh, yes. Read the ticket and get back to me.