I formerly worked for said unamed company, in server support no less, and I can tell you exactly when things went down hill (in 2000). The managers became much more intrested in how little time you spent on the phone and not in how well you solved the problem. This is also when this company forgot that the only reason to buy their systems was the support, they are not cheaper, faster, nor more stable.
Aside from that tech support has always been hit or miss. I have known people with excellent tecnical backgrounds who could fix the problem if they were sitting in front of the box, but were tottaly unable to work over the phone.
I have always said that excellent (not just good) tech support is black magic. It cannot be trained in. Good and even great techs can be trained but the life expenctancy of most phone techs is 2 years.
Ever read Starship Troopers....
Violence has solved more issues than any other course since the dawn of time....
Yes there is a vicious circle that can be created, but sometimes there is no other course.
It would be much easier to make the leaders of these groups look foolish to their followers and point out the error of their ways. The problem is we are dealing with people who are voluntarily ignoring reality. How do you get through to them?
Gee, you could just take it one more step and TEMPEST the output of the monitor and record that... This is the same problem we have had all along (give me the fourth word from the third line on page 26). When are these people going to realize that if you can see it at any point then it can be copied?
Slashdot Mirror
Oblivion, and Morrowind.
I formerly worked for said unamed company, in server support no less, and I can tell you exactly when things went down hill (in 2000). The managers became much more intrested in how little time you spent on the phone and not in how well you solved the problem. This is also when this company forgot that the only reason to buy their systems was the support, they are not cheaper, faster, nor more stable.
Aside from that tech support has always been hit or miss. I have known people with excellent tecnical backgrounds who could fix the problem if they were sitting in front of the box, but were tottaly unable to work over the phone.
I have always said that excellent (not just good) tech support is black magic. It cannot be trained in. Good and even great techs can be trained but the life expenctancy of most phone techs is 2 years.
Ever read Starship Troopers....
Violence has solved more issues than any other course since the dawn of time....
Yes there is a vicious circle that can be created, but sometimes there is no other course.
It would be much easier to make the leaders of these groups look foolish to their followers and point out the error of their ways. The problem is we are dealing with people who are voluntarily ignoring reality. How do you get through to them?
Gee, you could just take it one more step and TEMPEST the output of the monitor and record that... This is the same problem we have had all along (give me the fourth word from the third line on page 26). When are these people going to realize that if you can see it at any point then it can be copied?