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Here is all the content that dadtaxi has contributed
to Tech Support Comedy. Tech Stories
1.
Kill all Script Monkeys
When you are diagnosing my broadband Router\Modem i understand you need to run your script. I appreciate that that there are possably a large number of thing to try which takes two hours, - recycling the modem, changing the wifi password on my laptop, plugging in the pc directly via ethernet, consulting with your colleagues etc etc. --- But why in all thats holy did you finaly decide that the problem lies in a line fault , when the first words out of my mouth was ' the router wont power on'. ---kill them all
[By: dadtaxi]
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Comments
We all have to start somewhere. Thats when you sit on the couch, watch TV, and say "That didn't work," until you get your problem fix. -DarkRookie
I agree DR but they should have the brains to go "Rooter no power on...durr...maybe I no check the de wireless password." - 0gr3
The entire issue with outsourcing - you can transfer the data, but not the knowledge. Cue Watson deciding Toronto was the answer to a U.S. City question. -TieDyedDinosaur
The #1 point I've made to anyone that supports outsourcing is that you cannot export "creativity". Every time a project has been outsourced by my company, we get back EXACTLY what the specs call for. If a portion of the specs are vague in ANY way, that portion of the project comes back incomplete. If the specs are written by someone who doesn't properly understand the project (big company, it happens) and describes a highly inefficient process, the project comes back as a highly inefficient product. Want free thinking and the ability to step outstide the process? Keep it in house. -virtualchoirboy
I used to work with a company that had special (in the US only) support from Hell PC and when I talked to one of their guys that had done some of the training of the techs in India. He told me that there is a cultural thing where they will only follow their manual step by step and they are trained to "Never deviate from the manual!". He found that when he tried to teach them that it is ok if they deviate from their script it is ok. They would not accept that as a way to take the calls. According to him it seemed to me a cultural thing because the different locations he visited all had the same reaction... -AniMaL
you knwo maybe the should rewrite the manual: step 1: ask what the problem is. Step 2: think -McSmiley
I blame the script writers. They have taken a yes-no approach, instead of a multiple choice. For example, first question should be "And what seems to be the problem." If the answer in any way resembles "can't power on" turn to page <check power steps.> Really, is it that hard? (Don't forget the last choice to the question: e-none of the above <turn on brain or escalate.> ) -Captain Trips
I blame manglement on this. Some stupid quota or client requirement blah blah. You have no idea how many points I got docked because I deviated from their script. They also force me to recite this spiel about a shitty application they have that's suppose to troubleshoot a client's connection that we know sometimes CRASHES some computers. I ALWAYS leave it out and so I ALWAYS have this one on one session with my QA and manager. I can't believe I lasted a year in that DSL support account >_< -Angelace
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Customer Misconceptions
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1.
Submitting nine tickets friday morning for six pc's and 3 printers not working in your area all at once is a bit naughty. Telling the tech who was worried that they all failed at once 'oh no, new year -new leaf - thought i should report all the problem kit from the last few months' is gonna get a sharp email to your boss. Then stating 'im gonna need some of them back on monday for the new starters' ( Normal 2 week lead time) ------Now why are you suprised when the IT manager appears at your office door with your Manager in reluctant tow to discuss 'Workplace expectations'?
[2011-01-21]
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