Tag: technical_support

Anatomy of a modern tech support case

Based on a true story:

Them: "Please fill out our online form and we'll get back to you right away!"

You in online form: "Hi.  I'm trying to find the button that does the thing I want, and your documentation says it should be there but it's not - can you tell me how to do the thing I want?"

Them: "Thank you for opening your tech support case - your question is very important to us.  We will get back to you very soon now."

Them: "Hi there, my name is Tech Support Rep#2342 and I'm going to be assisting you with your question."

Them: "It's me, Rep#2342 again, and I wanted to let you know that you can find out everything you'd ever want to know about the button you're looking for on our online knowledgebase, which is at http:....  I hope you enjoy all the information that will be at your fingertips there."

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All online data lost after Internet crashes

Sometimes when people call us for technical support at Summersault, they tell us that in trying to troubleshoot a problem on their desktop computer, they have "deleted the Internet." It's always tempting to feign shock and horror, saying "that was YOU!?" and ask them to "get it back, oh dear God, get it back right now!" But then decency steps in and dictates that we walk them through steps to get their network connection working again.

So I'm glad that someone out there is having fun imagining what the headlines will be on the day when the whole Internet crashes and all online data is lost. I can just hear Tony Snow saying that "we deeply regret that a backup of the Internet does not exist at this time...we had always meant to get around to making one."

What would it mean for your life?

The difference between dollars and cents

IMG_1326.JPGI have yet to reach the end of the enjoyment I am experiencing from hearing this tech support call that someone recorded: Verizon doesn't know the difference between dollars and cents. As it turns into a global phenomenon, the caller documents his experience on his blog: http://verizonmath.blogspot.com/.

Your call may be recorded to insure quality, indeed.

A week literally crafted by demons from Hell

On Monday the problems with the brakes on my car got bad enough that I would need to take it in for service, and a new rattling noise developed that sounded like the front left tire was going to fall off. It was "billing" day and the Windows computer processing invoices froze up at the key moment where all the invoices were going to be printed.
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Interviewed on WKBV, anyone hear it?

I was interviewed yesterday morning (at 7:10, jeesh) by Chris Nolte on AM 1490 WKBV about the "dangers of unsecured wireless networks at home." I already posted some follow-up technical information on the Summersault Weblog, but I thought I'd see if anyone reading here heard the interview? I've not to date thought of that station or time slot as the place to go for the latest technology news and discussion, but perhaps there's a trend I've been missing out on.