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Old 10-31-2008, 12:00 AM
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Naaman Naaman is offline
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Quote:
Quoth DevilBoy View Post
Having done tech support in the past, I can attest that many companies will require their techs to make certain that particular procedures are done while on the phone with the caller... even if the caller states that they have already done said procedure.
With many tech support procedure, there is a specific order in which the troubleshooting steps must be completed.
By doing so, it ensures that all bases have been covered and no step was left out and guarantees that the tech on call has sufficiently covered all of the basic troubleshooting steps while on the phone with the customer.

Annoying at times? Yes, especially if you as a caller are a tech-savvy person .
It also makes their tier 1 cheaper, they don't have to hire techies just flowchart muppets
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