Okay war breaks out and all that wonderful stuff. I know personally I don't wish to go have the chance for a nice bunch of lads to use me for target practice, so enlisting isn't really high on my list. As the war drags on the military needs more soldiers, since there isn't a flock to the recruiting centers, the draft begins to fill the ranks...just thought I would tip you off on how that all works. How did this go from a discussion on Kazaa to the draft anyway?
Okay imagine for one moment you had this as your job. Day in and day out people calling in talking about "yellow triangles" and "everytime you tell me to right click on the desktop nothing happens (come to find out they had a pen and were writing the word click on their desk)" every second for 8 hours a day. Then after 400 calls of a 75 year old man complaining "he is out of internet and needs refilled" you get someone with a flavor of Linux. Or a Mac of some sort. Add this to you only ever seeing a computer as something that has windows on it. Okay you can trouble shoot problems to a degree but with no formal training outside of learning how to use Yahoo Messenger before getting your job you sometimes overlook the obvious. Couple this with a two week paycheck that adds up to just enough to buy the latest version of Command and Conquer and you have my dilemma as a call center manager. Not everyone has played with any version of Linux ( although I have setup a redhat box as a learning station that usually draws blank stares ) or even seen a real live Mac. Sure you are going to run into that in tech support, AT ANY LEVEL, WITH ANY COMPANY. You are forgetting the fundemental idea here. Your example here is tainted as you probably had a better idea of what was going on then the support person you called into. A simple question of "is there anyone one there familier with Linux" would have probably got you a answer you desired. But to expect a ISP of any size to have a entire call center filled with people who can compile their own Kernal's and have a clue as to what the Chooser is is probably not in existance. But to have a call center with some people that are able to help customers that use an OS that is not bundled with there Dell is very very likely. It bothers me when I get a customer like the example you have described that instead of simply asking "okay is anyone there familier with -fill in the Linux version-" you automatically take aim and fire. The key to this whole rant is simple, it is you that called in for help in the first place. This does not excuse the fact that the customer support rep didn't ask any real questions besides blaming packet lose on IE, although if you did have IE it probably would be to blame. All I am asking is that you have a little patience with the person who picks up the phone next time, and you would be surprised to see you get a much higher level of satisfaction with that call.
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Okay war breaks out and all that wonderful stuff. I know personally I don't wish to go have the chance for a nice bunch of lads to use me for target practice, so enlisting isn't really high on my list. As the war drags on the military needs more soldiers, since there isn't a flock to the recruiting centers, the draft begins to fill the ranks...just thought I would tip you off on how that all works. How did this go from a discussion on Kazaa to the draft anyway?
Okay imagine for one moment you had this as your job. Day in and day out people calling in talking about "yellow triangles" and "everytime you tell me to right click on the desktop nothing happens (come to find out they had a pen and were writing the word click on their desk)" every second for 8 hours a day. Then after 400 calls of a 75 year old man complaining "he is out of internet and needs refilled" you get someone with a flavor of Linux. Or a Mac of some sort. Add this to you only ever seeing a computer as something that has windows on it. Okay you can trouble shoot problems to a degree but with no formal training outside of learning how to use Yahoo Messenger before getting your job you sometimes overlook the obvious. Couple this with a two week paycheck that adds up to just enough to buy the latest version of Command and Conquer and you have my dilemma as a call center manager. Not everyone has played with any version of Linux ( although I have setup a redhat box as a learning station that usually draws blank stares ) or even seen a real live Mac. Sure you are going to run into that in tech support, AT ANY LEVEL, WITH ANY COMPANY. You are forgetting the fundemental idea here. Your example here is tainted as you probably had a better idea of what was going on then the support person you called into. A simple question of "is there anyone one there familier with Linux" would have probably got you a answer you desired. But to expect a ISP of any size to have a entire call center filled with people who can compile their own Kernal's and have a clue as to what the Chooser is is probably not in existance. But to have a call center with some people that are able to help customers that use an OS that is not bundled with there Dell is very very likely. It bothers me when I get a customer like the example you have described that instead of simply asking "okay is anyone there familier with -fill in the Linux version-" you automatically take aim and fire. The key to this whole rant is simple, it is you that called in for help in the first place. This does not excuse the fact that the customer support rep didn't ask any real questions besides blaming packet lose on IE, although if you did have IE it probably would be to blame. All I am asking is that you have a little patience with the person who picks up the phone next time, and you would be surprised to see you get a much higher level of satisfaction with that call.