Did you even get this phrase from a customer before? I did, and it's really frustrating. Sorry but if I can find a solution that works in 1/4 of the time that is what you'll be getting or just because you pay for something doesn't mean it isn't causing the issue.
Here are 2 examples of when we still had a pay-for-support dept in my center:
1. Your shitty AV software was causing the issue. Deal with it.
Mind you, this SC must have been in his 60's or 70's and he admitted he was clueless about computers.
He said his computer was running slow and sometimes freezing on him when he was surfing the internet (I think he was using IE). So I remote in and see the issue: the 2006 edition of Norton Internet Security. This version is the one where the company admitted it was still in beta form when it shipped.
Before I just remove it, I remove all toolbars (which by the way he was resistant to it, insisting that "those don't effect anything") and clear startup and reboot. PC is still slow. I boot into safe mode and PC is running like a champ. So I reboot into normal mode and tell him the news....
Me: I seems like your security software is causing the issue. I'm going to have uninstall it....
SC: No! I paid for it!
Me: I noticed your subscription is going to expire in a week anyway. If you want your computer to run right, it's best to remove it and replace it with something else....
SC: If you have to remove my antivirus software that is working around the issue and not fixing it! Now do that nifty techie stuff, impress me!
After waiting for his PC to boot up, I turn off the software and guess what? PC runs like a champ. I turn it on and it runs like crap.
Me: If you don't let me remove your antivirus software your issue will not be fixed, I'm sorry to say.
SC: I didn't pay all this money just so you can remove software I paid for and call it a day, that's not fixing the issue.
Me: *Fed up at this point.* Then what we can do is have you back up your data and call back to run a factory restore.
SC: I don't want to do that.
Me: Well then the other option is to have me uninstall the Norton and the issue will be fixed.
SC: Fine do it!
So I did. And as expected it fixed the issue. He demands I reinstall it even after I suggest going with something else.
Me: I can't in good conscience install a product that is going to cause you trouble.
SC: But it's Norton!
Me: Lots of people are having the same issues you are having. Norton admitted this version was shipped with lots of known bugs. That's why I suggested you go with something else or wait for the 2007 version.
SC: Just give me my case number!
Me: Sure, it's xxxxxxx.
SC: Have a good day! (in a "eat shit" tone).
*Click.*
Let me tell you that the 2006 edition of Norton was among the most troublesome, unstable software we ever had to deal with. I had plenty of calls like that, at least most customers weren't resistant to my fix.
2. The document is CORRUPTED, sir. No other way of saying it.
I get a guy who says he is having weird formatting issues with a Word document. The rep who sold the service to him was amazed he got the sale as the guy was bitching about it being not covered under his service contract.
I remote in, and I see that the text will type in the correct font, but that's about it. It seemed that this document was doing all sorts of weird shit to his text (Don't remember exactly what it was).
After about 30 minutes of turning off settings, turning settings on, and trying just about everything, I had an idea. I opened up a new blank document and merely copy-in-pasted the text from the old document to the new one. Bingo! Works perfectly. Issue fixed, right? Not to this guy....
SC: You just copied and pasted. You didn't actually fix the problem.
Me: Um the issue is fixed, seems like the old document was corrupted. The text itself wasn't corrupted which is why it works fine in the new document.
SC: You worked around the problem, you didn't actually fix anything.
Me: If the original document is corrupted, there really was no way to fix it. Thankfully the text itself copied over to the new document just fine.
SC: Listen, I paid for you to fix the issue not do a copy and paste job!
Me: Sir, the issue is fixed. You have your document in good working order now.
SC: You worked around the issue! I could have copy and pasted myself!
Me: *Thinking: so why didn't you try that yourself?* I really don't know what else to tell you. The issue is fixed.
SC: I want a refund!
Me: Sorry sir once the issue is fixed there are no refunds given.
SC: I'll just have to hang up and speak to a manager!
Me: Sir if you want to do that....
*Click.*
I checked the case notes and he never called back, much less asked to speak to a manager. And a manager wouldn't have done anything anyway.
Here are 2 examples of when we still had a pay-for-support dept in my center:
1. Your shitty AV software was causing the issue. Deal with it.
Mind you, this SC must have been in his 60's or 70's and he admitted he was clueless about computers.
He said his computer was running slow and sometimes freezing on him when he was surfing the internet (I think he was using IE). So I remote in and see the issue: the 2006 edition of Norton Internet Security. This version is the one where the company admitted it was still in beta form when it shipped.
Before I just remove it, I remove all toolbars (which by the way he was resistant to it, insisting that "those don't effect anything") and clear startup and reboot. PC is still slow. I boot into safe mode and PC is running like a champ. So I reboot into normal mode and tell him the news....
Me: I seems like your security software is causing the issue. I'm going to have uninstall it....
SC: No! I paid for it!
Me: I noticed your subscription is going to expire in a week anyway. If you want your computer to run right, it's best to remove it and replace it with something else....
SC: If you have to remove my antivirus software that is working around the issue and not fixing it! Now do that nifty techie stuff, impress me!
After waiting for his PC to boot up, I turn off the software and guess what? PC runs like a champ. I turn it on and it runs like crap.
Me: If you don't let me remove your antivirus software your issue will not be fixed, I'm sorry to say.
SC: I didn't pay all this money just so you can remove software I paid for and call it a day, that's not fixing the issue.
Me: *Fed up at this point.* Then what we can do is have you back up your data and call back to run a factory restore.
SC: I don't want to do that.
Me: Well then the other option is to have me uninstall the Norton and the issue will be fixed.
SC: Fine do it!
So I did. And as expected it fixed the issue. He demands I reinstall it even after I suggest going with something else.
Me: I can't in good conscience install a product that is going to cause you trouble.
SC: But it's Norton!
Me: Lots of people are having the same issues you are having. Norton admitted this version was shipped with lots of known bugs. That's why I suggested you go with something else or wait for the 2007 version.
SC: Just give me my case number!
Me: Sure, it's xxxxxxx.
SC: Have a good day! (in a "eat shit" tone).
*Click.*
Let me tell you that the 2006 edition of Norton was among the most troublesome, unstable software we ever had to deal with. I had plenty of calls like that, at least most customers weren't resistant to my fix.
2. The document is CORRUPTED, sir. No other way of saying it.
I get a guy who says he is having weird formatting issues with a Word document. The rep who sold the service to him was amazed he got the sale as the guy was bitching about it being not covered under his service contract.
I remote in, and I see that the text will type in the correct font, but that's about it. It seemed that this document was doing all sorts of weird shit to his text (Don't remember exactly what it was).
After about 30 minutes of turning off settings, turning settings on, and trying just about everything, I had an idea. I opened up a new blank document and merely copy-in-pasted the text from the old document to the new one. Bingo! Works perfectly. Issue fixed, right? Not to this guy....
SC: You just copied and pasted. You didn't actually fix the problem.
Me: Um the issue is fixed, seems like the old document was corrupted. The text itself wasn't corrupted which is why it works fine in the new document.
SC: You worked around the problem, you didn't actually fix anything.
Me: If the original document is corrupted, there really was no way to fix it. Thankfully the text itself copied over to the new document just fine.
SC: Listen, I paid for you to fix the issue not do a copy and paste job!
Me: Sir, the issue is fixed. You have your document in good working order now.
SC: You worked around the issue! I could have copy and pasted myself!
Me: *Thinking: so why didn't you try that yourself?* I really don't know what else to tell you. The issue is fixed.
SC: I want a refund!
Me: Sorry sir once the issue is fixed there are no refunds given.
SC: I'll just have to hang up and speak to a manager!
Me: Sir if you want to do that....
*Click.*
I checked the case notes and he never called back, much less asked to speak to a manager. And a manager wouldn't have done anything anyway.
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