It’s amazing how customers just automatically assume that if they call tech support, that the person they get knows everything about anything dealing with computers or technology. First of all, customers need to think about who they are calling and what they are calling about. If they call their Internet Service Provider (ISP), then they need to keep it related to the internet. Even then, they need to realize if it’s really the internet or if it’s the software they choose to use on the internet.
Just today, I’ve taken two calls asking for help about things that are beyond our control. Both times I’ve gotten the argument that I’m not being very helpful. Which is an incorrect statement. I tried to steer both customers to places that would provide better help than I could. Thus, helping them help themselves. But as always, people today are angry unappreciative twats that can’t understand that they should contact the product maker rather than a service provider. So of course instead of appreciating the help I did give, they just hung up in a huff because I didn’t instantly satisfy them.
The first customer had a problem that when he chose to forward an email in Thunderbird, the address book would come up all wonky with unusual characters. It’s a problem I’ve never heard of before, and we do not promote Thunderbird as a product for use with our service. We haven’t done so in years due to the many issues customers have had with it. I explained I’ve never heard of that before, and perhaps he could go to the software makers website and use their forums and see if there was anyone else with the problem and if so, what their solution was. Or he could also search the internet for answers by using keywords like “Thunderbird” “Forward” “Address book” “Corrupt” or similar. Of course, he then argued we promoted Thunderbird, and I said, “We haven’t promoted it in over 5 years and now promote Windows Live Mail.”. I proceeded to explain that even if we did, we don’t make the product, we have no relationship with any software maker, and that he’d still have to seek support with them for such an unusual case. If it were a common problem, perhaps we would be able to help.
The second customer, had no problems accessing the internet. Except if she used Internet Explorer. She proceeded to explain that it’s required for her to use it as she works from home and whatever she accesses only works via Internet Explorer. As there is no problem with the internet, the problem is clearly on the computer users side. Though I offered suggestions to help her out. I offered that perhaps a security software such as Norton, or McAfee or similar may have stopped giving Internet Explorer access to the internet. This is done through their program permissions in their own firewall. I’ve seen this numerous times in the past. So I suggested she check that. I also suggested she could contact her work and see if whatever program she uses that utilizes Internet Explorer has somehow made things go wrong. Perhaps also, she could contact a local PC repair person to take a closer look at the situation. Perhaps Internet Explorer has been corrupted and needs to be reinstalled. Of course she asked me to go through her security software, but unfortunately what she was using I have had no experience with. So I was unable to help her and she got pissy with me about it. I explained there are hundreds of security software products on the market, and no one in my office has training on anything other than what they, themselves use. There is no way for us to know all of that, and that she needs to contact the software maker for help. She hung up angry.
If you need help with specific product, call the product maker. Not some third party and get pissy with them when they don’t know how to fix it.
And stop calling us about your damned printers! Just because it’s got wireless, doesn’t mean we’ve been trained to operate your peripherals!!