One of our reps is so clueless, I want to hit him over the head with the phone.
Arrrggghh people + technology
- Thread starter V4NT0M
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One of our reps is so clueless, I want to hit him over the head with the phone.
Associate
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- 28 Feb 2007
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Very original, everyone has read that one
Me: Good afternoon tech support
Caller: I want you to tell me how to drag and drop a document into a file on my desktop.
Me:sure, single left click on the document you want to move, keep the mouse button held down and move the document to the file you want to place it in.
Caller:What file?
Caller: I want you to tell me how to drag and drop a document into a file on my desktop.
Me:sure, single left click on the document you want to move, keep the mouse button held down and move the document to the file you want to place it in.
Caller:What file?
As I work as an IT Tech in a school, I have seen some shocking things that are taught in the IT/computing syllabus in school's. About two weeks ago I found out the kids are taught the CPU contains the hard drive memory etc they call the CPU the case. No wonder its like getting blood out of a stone when asking simple questions over the phone to fix problems from teachers.
Don
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You get used to it. I havent worked in that kind of role for a while now. No one is beyond help. It just takes time and patience.
Think about it, if you know nothing about something, you call someone who does.
Im sure your local mechanic goes off on one every time someone comes in with a car thats never had a coolant change, or been filled with petrol when driving a diesel!
Think about lawyers, mortage advisors, etc, they all do a job that requires specialist knowledge. It all seems so simple to them, and they wouldnt expect me to know how to do their job.
Its not their job to know how it works, they just want it to work
Think about it, if you know nothing about something, you call someone who does.
Im sure your local mechanic goes off on one every time someone comes in with a car thats never had a coolant change, or been filled with petrol when driving a diesel!
Think about lawyers, mortage advisors, etc, they all do a job that requires specialist knowledge. It all seems so simple to them, and they wouldnt expect me to know how to do their job.
Its not their job to know how it works, they just want it to work
Its not their job to know how it works, they just want it to work
Indeed it's not their job to know, but the righteous ignorance is difficult to bear. I may not be a doctor but if I'm sick I won't just tell him "I'm sick", I'll describe the problem. If I don't know the correct term I'll still be able to communicate the issue rather than parroting "I'm sick" repeatedly and saying "I don't know these things I'm not a doctor you know" when he asks where the pain is.
Of course, no one expects someone in HR to attempt to re-image their PCs. What personally gets me is the fact that when people are recruited into our ograniasation it states ....to be PC literate, but when they ring you up they say they don't know anything about PCs and will laugh about the fact they don't know where to put their username when trying to log into Windows.
You're forgetting the large % of people who will rather angrily blame you if it's not working and think "It's utterly ridiculous!" that we can't retrive the changes that were made to a word document that they didn't save, or set up save pointsIts not their job to know how it works, they just want it to work
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You get this in pretty much any knowledge based industry, it isn't exclusive to I.T. by any means. I guess the disproportionate number from clueless computer users is more down to the alarming ease with which an OS or software package can allow you to screw up.
I shudder to think how many graphic design agencies that I've dealt with have had no idea of how to provide print ready artwork. Missing images, low resolutions, missing fonts, RGB instead of CMYK artwork, not knowing how to create PDFs etc. Quite worrying since we handle a lot of stuff for a number of well known high street stores.
I shudder to think how many graphic design agencies that I've dealt with have had no idea of how to provide print ready artwork. Missing images, low resolutions, missing fonts, RGB instead of CMYK artwork, not knowing how to create PDFs etc. Quite worrying since we handle a lot of stuff for a number of well known high street stores.
My favourite is when people can't put the right plug in the right socket, then claim it's because they don't know much about computers. It isn't computers, it's putting the rectangular/square/circular block in the equivalent hole.
I'm going to buy one of those Fisher-Price balls with the different shapes cut into it, and label it the 'Sphere of Cabling Self-help'.
I'm going to buy one of those Fisher-Price balls with the different shapes cut into it, and label it the 'Sphere of Cabling Self-help'.
Even though I'm not even close to being a Mechanic, I can give a pretty good description of a problem when there is something wrong with my car. OK I do know a little about motors, but its not about knowing how it works IMO it's just some basic knowledge of something they use day in day out.
Most of the questions above are not hard to answer, if you use Outlook every day for example it's pretty ignorant to not know what Outlook is, yet many people don't...
Edit
Looks like some people beat me to it. That's waht get for opening a thread and not reading it for 50 mins
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Deleted member 651465
Deleted member 651465
Acutally, I didn't think I'd have anything to add to this, but, alas, I do 
Phone rung on Sunday.. Fianceé's grandparents on the line..
<snip>
Me: Hello, what's the matter?
Them: The email isn't working.
Me: Define "not working"
Them: We can't send emails to anywhere other than Australia (they have a son in Aus)
Me: Are you sure you're using a different email address.. not your son's one?
Them: Yes, I pressed "reply" and it won't send
Me: You'll have to start a new message if you want to send it to someone else
Them: How do I do that?
Me: Click "New"
Them: Hang on, I have to turn it on..
Me: *cries.. sets up for night shift*
Phone rung on Sunday.. Fianceé's grandparents on the line..
<snip>
Me: Hello, what's the matter?
Them: The email isn't working.
Me: Define "not working"
Them: We can't send emails to anywhere other than Australia (they have a son in Aus)
Me: Are you sure you're using a different email address.. not your son's one?
Them: Yes, I pressed "reply" and it won't send
Me: You'll have to start a new message if you want to send it to someone else
Them: How do I do that?
Me: Click "New"
Them: Hang on, I have to turn it on..
Me: *cries.. sets up for night shift*
Just had a conversation with the girlfriend 2 minutes before seeing this thread...
Her: Umm, my iPod is doing funny things again. I think it's broken...
Me: (Oh god) What's wrong with it?
Her: There's no vocal track on my song.
Me: Umm, there's no vocal on ALL your songs? Or just one?
Her: No, just this one...
Me: Is there 'instrumental' anywhere in the title of the song?
Her: WOW how did you know?!
Her: Umm, my iPod is doing funny things again. I think it's broken...
Me: (Oh god) What's wrong with it?
Her: There's no vocal track on my song.
Me: Umm, there's no vocal on ALL your songs? Or just one?
Her: No, just this one...
Me: Is there 'instrumental' anywhere in the title of the song?
Her: WOW how did you know?!
One today i got was ;
'Hello sir, can you tell me what issue are you having with your laptop?'
'The power wont come on all the time and it is hard to read the screen'
'How long has this been happening?'
'Only about 5 weeks now.'
'Any lights or signs of life at all in the laptop'
'yes, but only when i turn it upside down and use it'
'Sorry sir, you use the laptop upside down?'
'Yes, otherwise the power goes off, what do you think is the problem.'
'I think you need to bring it in for a replacement'
'can i do that?'
'yes sir, using a laptop upside down is not good'
'well, i do have a sore neck'
The user is bringing the laptop in for me to check it over, for 5 weeks they have used it upside down instead of bringing it in, took them 5 weeks to report it too!
sometimes i dispair, other days, like today, i have to hit the MUTE button to stop the sounds of laughter... Makes me wonder why 1st and 2nd line didnt catch this???
<ColiN> - who said 3rd line isnt good....
'Hello sir, can you tell me what issue are you having with your laptop?'
'The power wont come on all the time and it is hard to read the screen'
'How long has this been happening?'
'Only about 5 weeks now.'
'Any lights or signs of life at all in the laptop'
'yes, but only when i turn it upside down and use it'
'Sorry sir, you use the laptop upside down?'
'Yes, otherwise the power goes off, what do you think is the problem.'
'I think you need to bring it in for a replacement'
'can i do that?'
'yes sir, using a laptop upside down is not good'
'well, i do have a sore neck'
The user is bringing the laptop in for me to check it over, for 5 weeks they have used it upside down instead of bringing it in, took them 5 weeks to report it too!
sometimes i dispair, other days, like today, i have to hit the MUTE button to stop the sounds of laughter... Makes me wonder why 1st and 2nd line didnt catch this???
<ColiN> - who said 3rd line isnt good....
lol?
Permabanned
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- 21 Oct 2007
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Why do you provide that sort of support :S tell them to take gcse it and welcome to 1998
This is the internet, their is no 'original'