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Tech-support rant (from the supporter's perspective).
#26

Tech-support rant (from the supporter's perspective).
I will never do open tech support again, I don't care if that leaves me homeless.  I'll happily do in-house phone support -- those are co-workers and they're not allowed to talk to me the way Joe Enduser does at three in the morning when he's roaring drunk and can't remember the URL of his favorite porn site.  I worked three years doing phone support for Cox Internet.  Never.  Again.  I have had calls demanding that I:
  • Remove an entire website one guy found offensive (which site, needless to say, we had nothing to do with and no authority over) because his kids might see it (I did not ask how he knew about it...).  I pointed out that we offer parental controls.  "Oh, I don't have time to bother learning that!"
  • Fix their TV service.  Explained that this is the internet support line.  "I can't wait on hold for the TV help line!"
  • Reset their Windows password.  When I explained that we can only support their internet connection and don't have any ability to reset their Windows password... "Well, if I can't log into Windows, I can't get on the internet!"
  • Get a Cox fire truck out to their place because the post in their front yard (where the cable goes underground) is smoking.  Advised that if there's a fire, she needs to call the fire department, and we don't have fire trucks anyway.  "It's your post!"
If you ever want a crash course in how to become a rampaging misanthrope, do tech support for an ISP for a while.
"Aliens?  Us?  Is this one of your Earth jokes?"  -- Kro-Bar, The Lost Skeleton of Cadavra
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#27

Tech-support rant (from the supporter's perspective).
(09-12-2020, 07:48 PM)trdsf Wrote: I will never do open tech support again, I don't care if that leaves me homeless.  I'll happily do in-house phone support -- those are co-workers and they're not allowed to talk to me the way Joe Enduser does at three in the morning when he's roaring drunk and can't remember the URL of his favorite porn site.  I worked three years doing phone support for Cox Internet.  Never.  Again.  I have had calls demanding that I:
  • Remove an entire website one guy found offensive (which site, needless to say, we had nothing to do with and no authority over) because his kids might see it (I did not ask how he knew about it...).  I pointed out that we offer parental controls.  "Oh, I don't have time to bother learning that!"
  • Fix their TV service.  Explained that this is the internet support line.  "I can't wait on hold for the TV help line!"
  • Reset their Windows password.  When I explained that we can only support their internet connection and don't have any ability to reset their Windows password... "Well, if I can't log into Windows, I can't get on the internet!"
  • Get a Cox fire truck out to their place because the post in their front yard (where the cable goes underground) is smoking.  Advised that if there's a fire, she needs to call the fire department, and we don't have fire trucks anyway.  "It's your post!"
If you ever want a crash course in how to become a rampaging misanthrope, do tech support for an ISP for a while.

Yeah my son did tech support at a Verizon call center for a few years. He at least got spiffs for upselling people, which was a nice adjunct to his income. He had some stories to tell, though nothing quite as nuts as yours. But he was supporting cellular customers, which is probably a little bit different environment than a straight-up ISP.
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