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Wednesday, November 19, 2008
No Troubleshoot - No Complaint.
I got feedback today, for a customer I'd talked to that took issue with my answer to her question.
She originally called, saying that she'd recently installed some new MS patches, and since then she'd been having trouble with her system. Things were flowing slowly.
She had stopped our services, and suddenly the problem went away - but let's get this straight - she recently installed a ton of new patches.
I had asked her what patches she installed, but mentioned that this was most likely something she'd have to ask MS about. She didn't know what patches she'd gotten. There were too many of them. I told her that I would be happy to see if there were any issues with our software and her patches, but I needed to know what they were. She just didn't know.
I said, ok, well maybe something we're dependent on was changed while we were installed. A big no-no with our software. I offered up a couple things that would have made my program go haywire and do weird stuff.
She pin pointed one and said that she had indeed done an update to it. So I suggested that she reinstall our product so that we could reassociate with the latest changes.
I offered some other things we could do to troubleshoot, but she said that she couldn't do them right now, as she needed permission to do them.
So, uh, no troubleshooting? You're saying you called and expected me to press the magic button?? Lady, I can't pull an answer out of my butt with the information you gave me. You gave me nothing!
So I have her go off and do the uninstall/reinstall and suggested that if that doesn't work, she can get back in touch with me via email.
...
A few days pass and she calls back in, and gets the next guy in line. She lets him troubleshoot. They go back and forth a bit till he figures out what's wrong.
...
She then emailed a supervisor here, and said that she'd called MS and they charged her $500 bucks and it's all my fault because I was not listening to her.
...
No lady, I don't have the magic button. It's not my fault that I gave you that answer, seeing as you gave me the information I used to give you that answer. You don't want to troubleshoot? Then don't complain when I give you a lame answer and your issue is not resolved.
Labels: microsoft, MS, phone, phone support, question, questions, stupid, support, technical, technical support, vague, windows
posted by Reine at 12:58 PM
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- Whoa there buddy!
- Stating the Obvious
- Repeating myself again.
- How to: IIS (restarting)
- I recommend that you hang up now.
- No Troubleshoot - No Complaint.
- Bomp!
- It's about time!
- Kids.
- Asking for something you already have.
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