Greatest Support Call Ever

I actually had someone think the cdrom tray was a cupholder once. I kid you not.
 
What part of the audio did he sound rude? or even unprofessional?

Pretty much the entire thing, but most especially at the beginning of the call. The lady was frustrated and he laughed at her. Beyond that he threw out a flippant "Huh, that'll go away tomorrow".

She had no idea what was going on and rather than explain it to her in terms the non-techie could understand he rambled on about how it's what google put there.

Plus it took almost 6 minutes to resolve that call. It should have taken about 2 or 3 minutes
 
Pretty much the entire thing, but most especially at the beginning of the call. The lady was frustrated and he laughed at her. Beyond that he threw out a flippant "Huh, that'll go away tomorrow".

She had no idea what was going on and rather than explain it to her in terms the non-techie could understand he rambled on about how it's what google put there.

Plus it took almost 6 minutes to resolve that call. It should have taken about 2 or 3 minutes

I agree! Terrible customer service. He acted as if she should just "know". Sorry, but there are many people who think that Google=Internet. If something is off on their google homepage, that means something is wrong with the internet. If he would have taken the time to explain what was going on to her, it would have saved time and customer frustration.
 
He was rude, yeah, but it seems he was blindsided and wasn't sure if it was a joke. I spent 3 days teaching a lady how to use email through a browser instead of AOL, there are many things she asked which are tough to explain because for us, these things just "are" and you can't really explain some things in a non-technical sense,
"How do I eat this banana?"
"Uhhh wat?... uhh, you just like... eat it."
This dude never even touched the technical side, and she certainly didn't help him in any way to deduce what in the hell she was talking about.

What I'm more concerned about than "etiquette" is the fact that people like this drive cars, at the same time that I do.
*Calls vehicle support*
"What is the "brake?"
"What? What do you mean?"
"I don't understand what a brake is, can you explain it to me since I cannot fathom this concept and I won't make an effort to do so? I'm still going to drive around though."

Almightybunghole you're so offensive!
 
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I'd laughed too. I don't deny it. I remember years ago watching a video of a computer where the end user was sticking the CDs in the crack above the CD-ROM. Laughed my butt off, then it happened to me. End user says the computer was keeping their CDs. Took it apart to find all these CDs floating around the case.
 
As rude as it seems, I probably would have laughed a bit more than he did, if I got a call like this I would probably think its a joke. If she can "study" on her computer, then why can't she figure out the basic concept of "X" = close window.... better yet, how did she get to google in the first place?
 
As rude as it seems, I probably would have laughed a bit more than he did, if I got a call like this I would probably think its a joke. If she can "study" on her computer, then why can't she figure out the basic concept of "X" = close window.... better yet, how did she get to google in the first place?

Google was her home page. There are so many people in tech support that should not be doing that job. Even if it sounds like a joke call, you take it seriously. You treat the person with respect, no matter how dumb they maybe with computers. You explain things in simple concepts, just saying it will go away tomorrow is wrong. You explain that it is the aniversary of PacMan and google has placed the game on their home page for just today. She was thinking she has to wait until tomorrow to use her normal set up when he said that.

Then you explain it is in a pop up windows and tell her how to close it. She closes it and the call is done. He just laughed at her and said wait until tomorrow in her mind. No wonder she was confused. I deal with people that just don't get simple things on computers all the time, but if you explain it well they get it and really appreciate your help. This guy needs training on real customer support.
 
I deal with people that just don't get simple things on computers all the time, but if you explain it well they get it and really appreciate your help. This guy needs training on real customer support.


Agreed. There are a lot of customers that just do not pick up on things quickly that seem so simple to a technical minded person. You have to take that into consideration when dealing with customers.

I enjoyed playing Pacman on the Google home page :)
 
I'd laughed too. I don't deny it. I remember years ago watching a video of a computer where the end user was sticking the CDs in the crack above the CD-ROM. Laughed my butt off, then it happened to me. End user says the computer was keeping their CDs. Took it apart to find all these CDs floating around the case.

CD's?? C'mon. Why ya gota throw down with the new fangly tech stuff? Let's go back in time to the days of floppies. No, not those floppies. Go back even further. I'm talking 5 1/4 floppies.(if you were thinking 8 inchers, you went too far come back a little ways)

The time? Well, it's the age of 5 1/4 floppies. The place? A Home Depot in the DFW area. You know those nifty machines that match paint color? Well they of course need software to run. And that software like all good software gets updated now and again. And since nobody in any corporate board room outside of silicon valley knows what the internet is yet, the sw updates get mailed to each store on a 5 1/4 floppy. A new update comes in and the heap of the paint department gets called back to the computer room and handed the floppy. And told to go install the update on the machine.

See the problem there? A little light on the instructions. Luckily, the paint Manager knows his limitations and asked for further detailed instructions. "Just put the floppy in the drive and it will update automatically." Good thing the people who designed the machine realized the end users wouldn't be the most tech savy and made the update process as simple as they could and almost Luddite proof.

Several minutes later, a phone call comes in from the paint dept.
"It's not doing anything."
"Hmmm, you put the floppy in the drive and it didn't update automatically?"
"Yep."
"Hmmm, take it out and put it back in again."
"Okay." Pause ensues. "Still not doing anything."
"When you close the drive door does it make noise?"
"Sure does."
"Strange. It's should start the update automatically. Go ahead and bring the disk back and I'll try to check it in the computer back here."
"OK."

Several minutes later, the department head returns to the computer room. But he has something different than what he left with.

"What's that?"
"It's the disk you gave me."
And the manger proceeds to hold up a very thin round piece of brown plastic.
"What?"
"It's the disk you gave me."
"When I gave it to you, wasn't it inside of a square thing?"
"The wrapper? I threw that in the trash. Do you still need it?"
"Uhh, yeah. It won't work without it."
"Oh. Sorry. Can you have Headquarters fax us a new one?"

Yep. I don't think I've ever questioned the possibility of the survival of humans as a species as much as I did that day. Honestly, the guy can be forgiven for not understanding the workings of a floppy drive, but to confuse a fax machine with a Star Trek transporter is beyond what I can do.

I guess we need to invoke Clarke's 3rd law:

"Any sufficiently advanced technology is indistinguishable from magic."
 
perhaps the tech is just as confused. He probably just want to let her close the window so the "game will go away" as client requested, without solving the bigger problem of explaining to the client that this is normal and nothing to worry about.
 
and some people are new to it all...

1 gentleman called me to fix his computer b/c it wasn't printing. I put paper in it, and it worked fine. He called me the next day (seriously) saying "its all messed up again." He insisted I come, so I scheduled a day, and went. This time, the paper folder in the printer was not working correctly.

The what sir?

"The paper folder in the printer is not working correctly! The envelope maker!!!"

I'm sorry, could you explain to me what you are trying to do exactly? I don't believe this printer has an 'envelope maker'.

"Yes it does too!"

And he proceeded to take flat sheet paper and stuff it into the envelope feed area b/c of the clearly labled icon showing a picture of an envelope by that hole.

"I told you it was broken!!! ", he proudly declared...

As I stood there in disbelief, he handed me a sheet of paper with 2 addresses printed on it, and instructed me to put it on the stack of other broken envelopes he had already made...

I know it's hard to believe there are people out there like this... But before you doubt us, I promise you if you fix enough computers, you will meet them.
 
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