Power users
Oh man, these guys are a challenge.
Some of them call in and they right away don’t want to talk to you.. They know the issue cannot be on their end. They don't want to troubleshoot, they don't want to deal with a lowly worm like yourself, they want a supervisor, or even better, they guy in charge of the network. They want their "issue" acknowledged and escalated RIGHT NOW. "Oh my GOD! In the past year my speeds have dropped from 900K to 600K! Fix it NOW!!! There is usually no data to back up their talk, they frequently curse, and they are very angry. This is NOT the way to deal with someone you are asking for help. Acting like this will NOT put me in a mood to help you.
So go ahead, call in. Bitch about the company, bitch about your speeds, complain about the customer service, threaten to disconnect (PLEASE DO!!!). Demand I escalate your complaint. Be a big important man and act like an ass. Yes, yes, yes I'm SURE you are smarter than I am. I'm SURE you are better looking, better paid (well duh!), drive a better car, have a prettier girlfriend, and I'm SURE you have a bigger dick. But guess what, you're the one with the problem.
Go ahead, treat me like a piece of shit. I'll escalate your ticket alright, right into the fucking Recycle Bin.
But thankfully that is not the most common kind of Power User that calls in. I find there are three kinds. The Angry Guy as related above, Real Power Users and Posers.
Posers call up and think they know what they are doing. "I'm a programmer/MSCE/CEO of a tech company/Linux user and I KNOW there is nothing wrong on my end. Meanwhile you have them reboot their PC or power cycle/bypass their router (all the while they are bitching and moaning) and viola, they are online. I recall one moron calling right after he couldn't retrieve email. After checking his settings and determining he can't connect to port 110 I asked him if he had rebooted since this issue occurred. Of course such a thing never crossed his mind. And of course that fixed the problem. I've never understood the immediate reaction of people to call in the instant they are unable to retrieve their email. Can't it wait? Do you really need that joke from Uncle Charlie/mailing list email from Anal-retentives R Us/how-are-you email from your bored-friend-at-work/increase your penis size|viarga|save money on software|Nigerian business proposal| spam- RIGHT NOW????? Yeah,yeah,yeah, all of you are awaiting vitally important email every damn second. Geez, if it is that important, use the damn phone......
Real Power Users are a lot more pleasant to deal with. They come armed with information. Trace routes, pingplots, complaints from dslreports, etc. Sure, they’d rather deal with a lead because they’ve called in before and have probably had some idiot tech that can barely spell their name(Yes, I am well aware of the wide disparity in the quality of OOL’s tech support – there are many good techs but with the turnover there are many more who are poorly trained and inexperienced). .I’d love to be able to help them. I’d love to be able to fix their problem. But here's another dirty little secret. Even if you have a legitimate complaint and I escalate your complaint, NOBODY CARES that you have proof the network is having problems. You are just one caller. Yep, that's right, it's true. You, with all your proof, your trace routes, your pingplots, etc, are treated just like the Grandma next door who calls in complaining of slow speeds. Your call will be lumped in with the rest of the slow speed calls and maybe, just maybe, at the end of the month, someone will analyze the tickets and see that there were a larger number than average calls from a specific area. And only then will we do something about it. Of course all the call center can do is tell the networking groups that we see a larger than normal call volume from that area. And they will promptly blow it off and say it will be addressed in a future maintenance. Now will that fix your problem? I think you know the answer to that question……
posted by OOL Tech @ 10:45 PM
8 Comments:
I troubleshoot anyway, or I won't escalate and wait to find that one little thing they neglected to check, or when you suspect a virus etc get them to do a netstat -a with no known programs open and hope that there is a shit load of connections established ....(see told ya it was your end...lol) I get a kick out of the guys who call in, my speeds suck fix your network, you check the connections from their PC and they have 10 bittorrents downloading.... well duh....of course it's slow you've used up most of your bandwidth.......
My favorite is the 3 of you guys who tell me 3 different problems when I tell you it is on the outside. My favorite lie is "there have been no appointments in your area in MONTHS" Months? I see the trucks and tickets for missed appointments and the guys carrying in boxes all the time. Professional liars. My favorite line is "the signals can go down during the day... you AGREED to that" Did I? Wow.. I'll pay 40 bucks a month so I can lose signal because you wont listen when I say that there is a problem outside. No outages in the area? The five people on my floor who called means nothing too. What a joke.
you must be real pleasant to deal with on the phone.
"The five people on my floor who called means nothing too. What a joke."
"individual issues"....
I can't imagine doing the job that you do. It must be tough to deal with so many dickheads in one day and not eat the end of a .45 when you go home.
I don't blame you or the other CSR's for the problems I have with CV. I blame management.
I pay enough money each month to have a tech sitting outside at my beckon call.
But the greedy management won't spend a fucking dime to train the CSR's and actually resolve some of the issues that customers have.
It's a shame to say that if they even pretended to give a shit, I would fork over my $160/month and not think twice about it. But right now I would jump ship at the first real opportunity. FIOS is coming. Verizon sucks too but at least they PRETEND to give a shit.
To the second anonymous poster, you are retarded.
"there have been no appointments in your area in MONTHS"
There is absolutely no way for a TSG tech to know how many appointments there have been in your area, so I doubt anyone ever said that to you.
If there is a fucking signal problem with your modem, and you lose connectivity, we would tell you. We don't get some kind of sadistic joy from you not getting online. We will set up an appointment for you, but at that point it is out of our hands; we are not coming to your house to fix it.
Your signal levels going down during the day is something that may happen. Your signal levels fluctuating have absolutely nothing to do with a decrease in speed (unless you have packet loss or high latency), but you are dumb, so that is what they tell you. Poser. You seem to be referring to some sort of connection problem instead of speed issues, which is what this post was about.
Bravo to you OOL tech well said. The other user you left out is the Gamer who gets booted off some distant game server
Another word for "Power Users" or the angry irrate people(who are most likely pussies in real life). I call them fuckers "Telephone Tough Guys".
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