Tech support woes

**DeusInnomen** · 05-09-08, 01:03 PM

heh. Oh man these stories hit home. I did support for many years, and still do so privately occasionally. My wife, however, did help desk for almost 10 years before she finally got her paralegal certificate and moved into IT Purchasing instead.

It's appalling that she's as calm as she is. You CAN'T get her to lose her temper, but I've seen it happen once or twice. It's a scary thing.

**Cojiro** · 05-09-08, 03:45 PM

not install

thats it.
thats all thats in the email.
nothing else.
THATS IT!

**Cojiro** · 06-20-08, 05:21 PM

i had to bring this thread back for this, today i wanted to stab myself because of this guy

[18:11:56] Support Agent: Hello TOM! Thank you for contacting PCSecurityShield's Technical Support department.

[18:14:21] Support Agent: Which previous antivirus program did you have installed?
[18:15:13] TOM: I DON'T HAVE A CLUE
[18:15:23] Support Agent: Due to the nature and depth of your issue(s) we are escalating your case to Technical Support. Please hold while I transfer you to a Technical Support agent.

[18:15:29] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:16:04] TOM: WHERE DID YOU GO?
[18:16:22] Support Agent: Follow all of the steps I have just provided.
[18:16:47] TOM: WHAT ARE THEY?
[18:17:11] Support Agent: If you read the instructions I have just provided it explains itself.
[18:17:47] TOM: THIS SYSTEM HAS JUST BEEN INSTALLED FROM DELL
[18:18:24] Support Agent: Did you follow the instructions I have provided?
[18:19:01] TOM: I STILL DON'T UNDERSTAND WHAT YOU ARE REFERRING TO.
[18:19:21] Support Agent: In this chat box I have just provided a list of steps that you need to follow.
[18:19:28] Support Agent: We are trying to figure out why you are having these problems.
[18:20:24] TOM: THIS SYSTEM DOES NOT HAVE ANY SECURITY ON IT UNLESS DELL PUT IT ON.
[18:21:26] Support Agent: The steps were provided for a reason. Dell installs an antivirus program on the computer 95% of the time. If you do not want to follow the steps I have provided to try to assist you then there is nothing else I can do for you.
[18:22:16] TOM: WHAT IS THE STEPS YOU WANT ME TO FOLLOW?

[18:22:40] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:23:10] TOM: GO ON
[18:23:11] Support Agent: Those are the steps right there.
[18:23:16] Support Agent: You need to follow them.
[18:23:35] TOM: WHAT DO I DO?
[18:23:55] Support Agent: Did you read what I just showed you?
[18:24:14] TOM: YES
[18:24:18] Support Agent: Those are instructions
[18:24:22] Support Agent: They instruct you to do things.
[18:24:25] Support Agent: You need to do them.
[18:24:35] TOM: HOW
[18:25:40] Support Agent: They are step by step instructions.
[18:25:44] Support Agent: Just read what it says.
[18:25:47] Support Agent: And do what it tells you.
[18:27:14] TOM: I KNOW THIS SOUNDS TO YOU VERY IGNORANT, BUT READING AND DOING SEEM TO BE WAY WAY APART FOR ME COULD YOU BE A LITTLE MORE EXPLANATORIAL?
[18:29:26] Support Agent: I am sorry sir but I can not break it down any simpler then what I have already shown you. If you require further assistance I would recommend having a professional assist you in doing this personally.
[18:30:15] TOM: I THOUGHT YOU WERE THE PERSON I NEEDED TO ASK THE QUESTION.
[18:31:12] Support Agent: Sir, I have provided very simple directions, if you can not handle these directions, then you will need the assistance of somebody personally.

if you look close enough you can see the exact point where i lose my mind

**DeusInnomen** · 06-20-08, 05:36 PM

... the mind boggles.

**Xplodr!** · 06-20-08, 07:25 PM

Originally Posted by Cojiro

i had to bring this thread back for this, today i wanted to stab myself because of this guy

[18:11:56] Support Agent: Hello TOM! Thank you for contacting PCSecurityShield's Technical Support department.

[18:14:21] Support Agent: Which previous antivirus program did you have installed?
[18:15:13] TOM: I DON'T HAVE A CLUE
[18:15:23] Support Agent: Due to the nature and depth of your issue(s) we are escalating your case to Technical Support. Please hold while I transfer you to a Technical Support agent.

[18:15:29] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:16:04] TOM: WHERE DID YOU GO?
[18:16:22] Support Agent: Follow all of the steps I have just provided.
[18:16:47] TOM: WHAT ARE THEY?
[18:17:11] Support Agent: If you read the instructions I have just provided it explains itself.
[18:17:47] TOM: THIS SYSTEM HAS JUST BEEN INSTALLED FROM DELL
[18:18:24] Support Agent: Did you follow the instructions I have provided?
[18:19:01] TOM: I STILL DON'T UNDERSTAND WHAT YOU ARE REFERRING TO.
[18:19:21] Support Agent: In this chat box I have just provided a list of steps that you need to follow.
[18:19:28] Support Agent: We are trying to figure out why you are having these problems.
[18:20:24] TOM: THIS SYSTEM DOES NOT HAVE ANY SECURITY ON IT UNLESS DELL PUT IT ON.
[18:21:26] Support Agent: The steps were provided for a reason. Dell installs an antivirus program on the computer 95% of the time. If you do not want to follow the steps I have provided to try to assist you then there is nothing else I can do for you.
[18:22:16] TOM: WHAT IS THE STEPS YOU WANT ME TO FOLLOW?

[18:22:40] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:22:41] Support Agent:
The problem that you are experience is occurring due to conflicting files within your system. Please follow the instructions below so that we may begin searching your system.

Left click start
Left click on search
Left click on All files and folders
Left click on More Advanced Options
Make sure there is a check mark by:
Search system folders
Search hidden files and folders
Search subfolders
Scroll back up to the all or part of the file name field
Input one of the following entries then select search
Symantec
If anthing appears please run the following removal tool:
ftp://ftp.symantec.com/public/englis...moval_Tool.exe

McAfee
If anything appears run the following tool:
http://download.mcafee.com/products/...ches/MCPR2.exe

[18:23:10] TOM: GO ON
[18:23:11] Support Agent: Those are the steps right there.
[18:23:16] Support Agent: You need to follow them.
[18:23:35] TOM: WHAT DO I DO?
[18:23:55] Support Agent: Did you read what I just showed you?
[18:24:14] TOM: YES
[18:24:18] Support Agent: Those are instructions
[18:24:22] Support Agent: They instruct you to do things.
[18:24:25] Support Agent: You need to do them.
[18:24:35] TOM: HOW
[18:25:40] Support Agent: They are step by step instructions.
[18:25:44] Support Agent: Just read what it says.
[18:25:47] Support Agent: And do what it tells you.
[18:27:14] TOM: I KNOW THIS SOUNDS TO YOU VERY IGNORANT, BUT READING AND DOING SEEM TO BE WAY WAY APART FOR ME COULD YOU BE A LITTLE MORE EXPLANATORIAL?
[18:29:26] Support Agent: I am sorry sir but I can not break it down any simpler then what I have already shown you. If you require further assistance I would recommend having a professional assist you in doing this personally.
[18:30:15] TOM: I THOUGHT YOU WERE THE PERSON I NEEDED TO ASK THE QUESTION.
[18:31:12] Support Agent: Sir, I have provided very simple directions, if you can not handle these directions, then you will need the assistance of somebody personally.

if you look close enough you can see the exact point where i lose my mind

So what is it, exactly, that you wanted him to do..? maybe i'm missing something

keed

**SapiensErus** · 06-21-08, 12:11 PM

Originally Posted by WorstPE

Outsourcing is the death of Customer Support.

Last week we were having problems with our internet. The "line" LED was not blinking even though it was hooked to the computer. So my wife calls TWC and appartenly the got rid of their local support and went over seas. My wife and I are pretty computer savvey so when he starts talking us through reseting the modem, even after we told him we did it, he continues to tell us the steps. We knew we were in for a long phone call.

I hate it when companies do this. If the person just reads directions of a computer and has never seen the said hardware. There are going to be a lot of problems.

It's probably not because it was outsourced. I have had similar experiences with local support; especially from Qwest. They read off a card and if you try to say what you think is wrong, what you already did, etc, it does not matter; they must read off their card and check a list for their masters. If their check list is complete and the problem is still not resolveds they often say "it must be your PC, have your PC manufacturer check it out, good bye." I hate that shit! I will just tell them "OK did it, now what?" so they can check their little list until we get to the point.

The best support I ever got was from a tech support guy who was very obviously Indian; and he knew his shit and was talking to me outside the box. That was probably a unique experience...

Outsourced or not: technical support frequently sucks balls.

**PizzaSHARK!** · 06-22-08, 12:45 AM

Tech support has been known to cause severe cranial hemorrhaging. Tech support is not for everyone. Please contact your manufacturer's help desk before starting, stopping, or adjusting your usage of tech support.

**WorstPE** · 06-23-08, 09:48 AM

Originally Posted by SoySoldier

Originally Posted by WorstPE

Outsourcing is the death of Customer Support.

Last week we were having problems with our internet. The "line" LED was not blinking even though it was hooked to the computer. So my wife calls TWC and appartenly the got rid of their local support and went over seas. My wife and I are pretty computer savvey so when he starts talking us through reseting the modem, even after we told him we did it, he continues to tell us the steps. We knew we were in for a long phone call.

I hate it when companies do this. If the person just reads directions of a computer and has never seen the said hardware. There are going to be a lot of problems.

It's probably not because it was outsourced. I have had similar experiences with local support; especially from Qwest. They read off a card and if you try to say what you think is wrong, what you already did, etc, it does not matter; they must read off their card and check a list for their masters. If their check list is complete and the problem is still not resolveds they often say "it must be your PC, have your PC manufacturer check it out, good bye." I hate that shit! I will just tell them "OK did it, now what?" so they can check their little list until we get to the point.

The best support I ever got was from a tech support guy who was very obviously Indian; and he knew his shit and was talking to me outside the box. That was probably a unique experience...

Outsourced or not: technical support frequently sucks balls.

No it was outsourced because it use to be a local tech support and people spoke english. But that time It was some guy with a heavy indian accent so yeah.

**Adsartha** · 06-26-08, 10:57 AM

Dragging this back out...

The chief high muckety-mucks (who are NOT teamplayers, may I just say) have declared that we must use this in-house customer assistance program. I think it must be maybe half-debugged. If that.

I get to deal with most of the initial problems from our merchants - at least it means they ask reasonable questions - but it also means I have to send 75% of what I get on up the line to our developers and folks who've been better trained than I.

Apparently they've been sending me requests all week for more information from the merchants? Guess when these requests finally started showing up in the notes? That's right, TODAY, 48 HOURS MINIMUM after they requested the info.

I'm going to spend the rest of the week with my head in my hands wondering why they hate us so...

**Cojiro** · 07-01-08, 04:52 PM

please tell me if this im wrong in wanting to stab myself after this 1

i removed most of his name to protect the ignorant

started pasting a bit after the convo started

17:07:03] Support Agent: If you pay for the 2nd year up front it is $14.99
[17:07:10] Support Agent: But when renewing a year later it is $24.99
[17:08:46] Rob: Good! That's what I want to do. Please send me an email at --------------that will forward me to the page I can use to renew, receive my keyes, with the renewal reflected as $14,99.
[17:10:04] Support Agent: The renewal is not $14.99 it is $24.99
[17:11:53] Rob: Your website said 2nd year is $14.99! If my order expires 7-11-2008 and I renew NOW then I qualify. CORECT?
[17:12:27] Support Agent: The 2nd year up front is $14.99 which means when you buy the program and pay for 2 years at once, the second one will only be $14.99.
[17:12:39] Support Agent: But when renewing a year later the renewal price is $24.99
[17:14:24] Rob: OK. That's what I want. Please take req'd. action so I can do this TODAY.Thank you,
[17:14:46] Support Agent: Are you renewing?
[17:14:58] Rob: YES!
[17:15:12] Support Agent: Then you can renew at the renewal center whenever you would like.
[17:15:20] Support Agent: Please access the following link for product renewal pricing and options:
[17:15:20] Support Agent: --------------------------------------------------------
[17:15:52] Rob: Thank you very much.
[17:15:57] Support Agent: Rob, Have I answered all of your questions today?
[17:16:26] Rob: Yes. I
[17:16:55] Support Agent: Thank you for chatting withOnline Customer Support!
We recently added some exciting new features to our website. Therefore, we have several applications that are available as a free trial. Please Click Here! for a list of these items.

We really appreciate your business and thanks for chatting with us.

Have a nice day.

17:37:24] Support Agent: Hello Thank you for contacting {LPVAR!skill} department.

[17:41:51] Rob: Hello, I have been trying to renew (2nd yr.) for the $14.99 charge. Somehow i have been renewed for 1 yr. at $24.99. I'd like to take advantage of the $14.99 charge and according to the 'chat' I had a few minutes ago, I need to renew for 2 yrs. to get the $14.99 renewal for 2nd yr. My credit card has already been charged. Can you help straighten out this mess?
[17:42:49] Support Agent: There is no renewal for $14.99
[17:43:01] Support Agent: As you were told several times via your last chat the renewal fee is $24.99
[17:43:10] Support Agent: The $14.99 is only for those who purchase the second year up front.
[17:43:13] Rob: Take a look at your website!
[17:43:27] Support Agent: Give me the link where it says that.
[17:45:09] Rob: Please have Robyn contact me at -----------------. I'm sure she can help. Thank You.
[17:47:09] Support Agent: Thank you for waiting. I am sorry for the delay. I will be with you shortly.
[17:47:26] Support Agent: The $14.99 is for the second year up front only.
[17:50:29] Rob: This is what I have wanted to do. Can you correct the transaction that was taken in the past half hour? If not have Robyn contact. If I can't get this straightened out Then I'll just purchase another type of anti virus.
[17:51:00] Support Agent: OK you are not understanding me at all
[17:51:05] Support Agent: $14.99
[17:51:10] Support Agent: You get that when you purchase it up front
[17:51:12] Support Agent: Which means
[17:51:19] Support Agent: When you are originally making your purchase
[17:51:26] Support Agent: And you decide that you would like 2 years at once.
[17:51:37] Support Agent: So you are paying for 2 years when you first buy it.
[17:51:46] Support Agent: That is when you can get the $14.99 for the second year.
[17:51:47] Support Agent: However
[17:52:05] Support Agent: When renewing a year later, if you did not pay for the 2nd year up front (as stated previously).
[17:52:10] Support Agent: The renewal fee is $24.99
[17:54:00] Rob: OK. NOW finally I have the correct information. So, now can you revise order no.##### to INCLUDE a 2nd year at $14.99?
[17:54:27] Support Agent: Please call to speak with a Customer Support representative with this issue.
[17:54:39] Support Agent: Thank you for chatting with Online {LPVAR!skill}!
We recently added some exciting new features to our website. Therefore, we have several applications that are available as a free trial. Please Click Here! for a list of these items.

We really appreciate your business and thanks for chatting with us.

Have a nice day.

edit: almost left in the order #