RANT: Working Helpdesk Support SUCKS!

[cliftonite]

Originally posted by: brunswickite

Originally posted by: cliftonite

Originally posted by: cliftonite

Originally posted by: brunswickite
I am not one to complain, but this morning i have been getting the Dumbest most inept users ever, I think its when the weather gets warmer, their brains begin to fry.

First caller "My internet does not work"
"ok, See the icon labeled Internet Explorer?"
"No"
"It's right on your desktop."
"Where?"
"Right on your desktop next to the icon of your computer that says 'My Computer'"
"What? I don't see that, either."
"You are retarded, and have the mental capacity of a 5 year old, I hate you.
"oh I see it, its right there Ok, I am in, the web doesnt work"
... (insert 30 minutes of mindless troubleshooting)

Second caller "My email does not work"

"(greeting) How may I help you?
"Is there something wrong with the email system?"
"No, actually there is not, what seems to be the problem?"
"My email does not work"
"Hmm. Could you be a bit more specific?"
"Um, uh."
"Well, what email program are you using?"
"Wndows xp, I think."
"That is your Operating System. What do you use for EMAIL?? Outlook Express? Netscape? Eudora?"
"HMMM?"
Now this is when i realize I am in trouble and am dealing with someone who has the mental capacity of a 5 year old
"Ok, what little picture do you clickity click on to get your email?" Yes, I said that.
"It says Outlook Express 6."
"Yipee we have made some progress"

By the time i got them in to all there settings, i was literally telling them what keys they have to type to login
apparently there is a missing connection between their fingers and their brain.
WHERE it says "LOGIN", TYPE IN "XXXXXXXX"
WHERE it says "PASSWORD", TYPE IN "YOUR PASSWORD"
the person took 3 attempts to get it right, they must have been a crack baby or something

Any other techsupport people out there that can vouch for this type of sh1t?
I work in my Universities helpdesk, and for some reason I thought you need some type of intelligence to get into a 4 year College, it amazes me that these people walk among us and can function in society when they cant follow simple directions.

Note: I do not make fun of people that dont know anything bout computers or how to use them and call Tech Support(thats why were here), just the morons that cant follow directions and are angry at ME, make me want to strangle them with the fvckin phone.

LOL, sounds like my job This one time I had to go to a room to troubleshoot a computer and the note said something like "The CPU is buzzing, afraid it is going to melt or blow up, had to move the class(they were training reps for something)" I was just like WTF I wanted to get the note and scan it but it was gone the next day

BTW, the noise was being made by the HD during a virus scan.

hahaha, gotta love them users

i am at work now :/ but start at new job on monday

I got to go to work soon

 

[Fritzo]

Originally posted by: Rudee
Any Tech Support worth his weight would know never to make assumptions over the telephone. For example, brunswickite assumed the Internet Explorer Icon sits in the same place on everyones desktop. Bad assumption.... I for one certainly don't keep icons on my desktop. I prefer to keep them on my quick launch bar, and don't assume it's on the bottom - 'cause it isn't.

Be safe- Always go to Start\Settings\Control Panel\Internet Options. That way the icon will always be there, you have all your settings available in one place, and there's no confusion.

 

[MegaloManiaK]

Originally posted by: Soybomb

Those who improvised the error messages on their own "Fatal.....error....12.....can't get email."

Yup, ever get the error "the satalite is down" ? I had a woman tell me this about her dialup. Getting people to read error messages is hard enough, and then they make something up to make it sound like an ISP problem. I really hate it when people wont read the errors.

me:"sir, please try to connect so i can see what error you are getting"
him:"It just says the internet is down."
me: (bangs head on desk)

And for all those who want to come in here and tell us how wonderful thier tech support job is and how we are all complaining and should just get over it.....

Get over it, this is a tech support sucks rant. If you dont think tech support sucks, then great for you, dont come in here and tell us how we are bad people because we dont enjoy the garbage you have to put up with.

As for growing your own group of users by being helpful. The company supports over 100,000 broadband users. On the occasions i did talk to the same person 2x, 3x, 4x it was because they were calling to complain and enjoyed doing it several times a week.

And about the guru swapping the modem lines and dropping people, i think we worked at the same place, there were several people there who did that. It even happend to me a few times

me: ok, go pick up the other extension so you wont hang up on me when you swap that cable out
user: ok (click)
me: (bang head on desk as i call him back)

rinse/repeat