Jack.is » Tech support » Aug09
Some guy calls in wanting help with his wireless network. Says it wants a password for connection. I ask him what kind of router he has. He tells me. $Router does not ship with a default WLAN key, so he must have set one. I explain that we are not $RouterManufacturer, and quote prices for network setup. Guy gets upset because it costs more than he paid for the router and since he bought the router from "you guys" we ought to help him with it. Now, this is probably a quick issue, but, due to an as yet unnamed law stating that quick fixes become anything but the moment you actually attempt them, we are not allowed to provide free advice or support. They're like strays, you see. One time and they won't go away until you fend them off with the computer manufacturer's phone number. Anyway, guy runs me around in circles apparently understanding none of the dozen or so ways I explain that we are a paid support provider, not $RouterManufacturer. I ask guy where he got our number anyway. He says it's on the router's driver disc. I confirm that we are not partners with $RouterManufacturer and explain again. Maybe it's some shill arrangement I wasn't told about. Guy gets more upset at me by the minute. By the time I give him $RouterManufacturer's support number, he's promising to raise hell and kick ass at $RouterManufacturer and $ElectronicsStore if he doesn't get what he wants.
A lady calls me. She seems nice. There's the first flag. She says we worked on her computer, nothing specific, just general maintenance, cleanup, etc., and hasn't had time to call. There's another flag. She says her computer reboots by itself. It takes a bit of digging to get it all out: The computer reboots on its own several times a day, which is really disappointing because there I'm about to say it's Windows Update doing it. I pull up her ticket. She had service done a month ago. We have a warranty of some few days (the point being that if we do anything to make something go wrong it won't take a month to become evident) during which we'll fix just about anything that may or may not be our fault. I explain that she's out of warranty and there's nothing I can do. She says she hasn't had time to call. In a month. For a fairly severe condition. I honestly can't think of anyone who would wait a month to call about something like that. I explain the warranty again. She protests. It's our fault, she says, because it didn't happen before we worked on it, and besides, no one mentioned the warranty. That may be, I say, and someone should have mentioned the warranty; sorry about that, but there's really nothing I can do. She also runs me around in circles with this. It's our fault. Sorry, warranty. Our fault. Warranty. Fault. Warranty. Want additional services? Of course not. Lady offers her expertise and advises that we shut down tech support services if we're going to run it like this. I personally would have liked to help her, but there are these policy things, you know. Lady gets upset, a bit more understandably than the guy above. Won't stop arguing with me. Doesn't appear to understand the concept of impossibility. In the end I throw $ComputerManufacturer's phone number at her and run away.
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