Would you feel a bit insulted?

wez130 · 7 Sep 2011 at 08:08

In Feb this year, i bought a netbook and along with it, a 'Tech Air' bag and wireless mouse. I used the mouse for about 2 days and left it, then i wanted it a couple of weeks ago and it didn't work.*

I emailed Tech air support to ask them to help me with my issue and their wireless mouse and this is the response i got....

Dear Wesley,

first of all, many thanks in the interest you have shown in our products.

In regards to your question, if the mouse was working before, it sounds like the batteries most likely have gone flat. We advise you to put some new alkaline batteries and make sure you switch off the mouse (or take the batteries out) after each use, as being the mouse in stand by still uses the batteries (please notice that the batteries by default were not alkaline, and they would have run out quite quickly if you left the mouse in stand by)

Please let us know if you can not make it work after this

Best regards

Now why didn't i think of that?

*I would just like to add, that the first thing i, or indeed anyone would try would be to replace the batteries!

Anyway, i'd like a to return their helpful reply in an equally witty way, so go ahead OcUK!

godinman · 7 Sep 2011 at 08:14

They have to deal with cretins every day, so have to start simple. Don't make their job harder by being an obnoxious knob.

Just reply stating that you've already tried that, and also mention any other fixes that you have attempted.

Hedge · 7 Sep 2011 at 08:17

I agree with above poster. Why act like a smartass and try to reply to a polite albeit basic response. It is possible some people overlook the simple things .

Martini1991 · 7 Sep 2011 at 08:18

Hedge said:
I agree with above poster. Why act like a smartass and try to reply to a polite albeit basic response. It is possible some people overlook the simple things .

Which we've all done, be it an 8 pin, or turning off a PCI-E lane and forgetting to switch it back on

flibbage0 · 7 Sep 2011 at 08:18

godinman said:
They have to deal with cretins every day, so have to start simple. Don't make their job harder by being an obnoxious knob.

Just reply stating that you've already tried that, and also mention any other fixes that you have attempted.

This.

simpletom · 7 Sep 2011 at 08:18

It is also hardly very witty if you have to ask for a reply on some forums.

[TW]Fox · 7 Sep 2011 at 08:19

It's probably the most common reason for problems, who can blame them for suggesting it first?

LeJosh · 7 Sep 2011 at 08:19

Did you replace the batteries?

It's a reasonable question to ask first.

Edrof · 7 Sep 2011 at 08:20

godinman said:
They have to deal with cretins every day, so have to start simple. Don't make their job harder by being an obnoxious knob.

Just reply stating that you've already tried that, and also mention any other fixes that you have attempted.

This. Although perhaps they should have also written a: "If you're sure it isn't the batteries then try this..." too.

Robosapien · 7 Sep 2011 at 08:21

I would just admit you forgot to replace the batteries

ScarySquirrel · 7 Sep 2011 at 08:22

I would be insulted............. if I was completely unreasonable.

To be honest, you should have told them in the first place what you have already tried to fix the problem.

Cosimo · 7 Sep 2011 at 08:24

Sounds like a perfectly reasonable first response to me and in most cases the one that resolves the problem.

zom247 · 7 Sep 2011 at 08:28

I do agree with the OP feeling a bit insulted but at the end of the day not everyone is on the same level as you are and they have to cover all the bases. It's amazing what people miss when something goes wrong.

I had one on Monday morning that was making me want to go over to their office and smack 'em! Got a call saying that a monitor wasn't working. I went through the usual - "Is it plugged in, turned on" etc. The reply I got was "Do you think I'm stupid?". Turned out she was, after making her look under the desk to follow the monitor cable she sheepishly replied that it was unplugged and someone had plugged a kettle in! However, she still argued that it was fine when she left it on Friday.

Linkex · 7 Sep 2011 at 08:44

That always annoyed me in my service desk days - getting offended because I ask you the basic (and most common) things to start with. Every time I got a "Do you think I'm stupid" I wanted to reach down the phone and strangle them.
The really annoying thing is, if you honestly think that I have judged you to be stupid, based only on the 30 seconds or so in which we've exchanged pleasantries and you've told me your problem, and am asking you the basic questions based on that, then you actually are stupid.

@OP - Tier 1 tech support is there to make sure you have tried all the basic troubleshooting stuff before they assign your issue to tier 2. This is not personal. For the fastest possible resolution, answer politely and provide as much information as you possibly can. Get surly or make the tech work for every drop of information, and you will find yourself waiting the full length of their SLA between replies.

wez130 · 7 Sep 2011 at 08:45

Where's everybodys sense of humour lol. Surely the first thing you'd check is the batteries before making yourself look stupid. Even somebody with a low IQ would do that as a first point of call.

Or maybe i'm underestimating mankind?

Linkex · 7 Sep 2011 at 08:48

Ask anyone who has worked tier 1 tech support, there is no such thing as underestimating the stupidity of some users.

fire_munki · 7 Sep 2011 at 08:50

^^^^^
Oh dear god yes!

Yosiah · 7 Sep 2011 at 08:52

"Please let us know if you can not make it work after this"

It's not like they are fobbing you off.

edscdk · 7 Sep 2011 at 08:54

i deal with a lot of home users, most "my mosue will not work" problems assosiated with a wireless mouse are resolved by putting in new batteries

Burnsy2023 · 7 Sep 2011 at 08:58

Rule of the universe: most people are morons.