A question on ettiquite when talking with a techie?

[Mr Hero]

I'm not sure if this goes here or Advice, but my question isn't about anything related to my computer. Lately I've had to call tech support over a few minor issues.

I realize that the tech support has to go at a slow pace to accomodate the less savvy users, but I want to let them know they don't have to walk me through at such an excruiating pace when helping me. Of course I've tolerated it for now since I don't want to be an SC, but surely there's a way that both parties can be happy.

[Orgaloth]

In my job I have to call tech support to have wirelss modems replaced under warranty. Now because I am tech support, I do pretty much everything they would do for the customer, so when I get on the phone, I quickly run through everything I have done. Sometimes I miss something and they let me know. Other times I get that annoying CA who just has to go through every single step.

So in short, when you get on the phone with tech, let them know what you've done. Some will appreciate it, others won't care.

[tollbaby]

The problem is, a lot of the idiots tell the techs the same thing, so they have no way of knowing if you're REALLY computer-savvy or if you just THINK you are

[drunkenwildmage]

Also, a lot of people that work tech support have to go through a written procedure of 'script', otherwise they will be dinged by the QA folks for not following procedures, so, in some cases, It doesn't matter what the person on the line told them before troubleshooting.

[Dips]

So in short, when you get on the phone with tech, let them know what you've done. Some will appreciate it, others won't care.

Exactly right. There's no harm in trying this because it may work.

If it doesn't because the tech works for a company that makes them stick to script, then the proper ettiquette is to be patient.

Luckily I work for a company that lets me skip steps if the customer states they've done them.

Of course the steps that come after the first ones are usually much more complicated and time-consuming. That eliminates worry that customer is lying that he's done steps that he actually hasn't. I assume the customer is telling the truth because there's no benefit in lying to me.

[Yarnil]

Here Im often told that the customer did this and that...And on-site (figures) they didnt. So I try to get them to try again.

Most of the times, the "2nd" time it works.

[underemployeed]

I tend to call in and list everything I have tried because if I'm calling for help it is something I can't fix myself. In the case of my computer I ran through everything I did, what the results were and managed to have them not ask me to check again.

For my cable modem I have the prompts programmed into my phone as for some reason every couple months we pay but the system doesn't realize it and kills my service, They want me to make sure all the cables are plugged in. etc etc. My Cable modem sits in my basement on a high shelf, next to a patch panel nobody touches it and my problem happens enough that I KNOW it is on their end. When they tell me check this I wait few seconds and say done.... They probably know im lying but move onto the next step. I have also done it to tell Dell a few times when they wanted me to do something I have already done 3 Times during the call that didn't work, i'll be damned if I'm going to do it again.

Also, it really depends on how you phrase things when I say "I'm working towards obtaining my A+ cert", I get more credibility than "I work with computers all the time."

oh, and from being in tech support before "Is it plugged in" is often overlooked, I got a few hangups after that question. and im embarrassed to say I fell victim to forgetting to tighten a connection once too.

[Mr Hero]

My issue isn't usually with them having me go through a process I've already done, but the fact they tell me one step at a time. And sometimes even one keystroke at a time.

[Orgaloth]

I guess the guys I talk to are willing to deviate from their scripts mainly because we work for the same company.

[Dips]

My issue isn't usually with them having me go through a process I've already done, but the fact they tell me one step at a time. And sometimes even one keystroke at a time.

You can try to politely guide the conversation. So if the tech is taking you through, let's say, a reboot, you can say something like, "Are you having me reboot?" Then do the steps while stating what you're doing to take control of the pace. Something like, "OK. I'm clicking the Start button and then selecting Restart...and the computer is shutting down...so how is the weather where you are?"

That's a trick I use when someone is trying to take me through something I know how to do. It's polite and it works on everyone except the most dense. With some folks nothing will work.

[Naaman]

YThat's a trick I use when someone is trying to take me through something I know how to do. It's polite and it works on everyone except the most dense. With some folks nothing will work.

Not always dense, before the place I used to work folded they went on a binge of getting people who were good at 'customer management' but no clue as techies. Idea being that they're flowchart followers who run through the FAQs and shout for second line when they reach the end.

Guess how that worked out

[underemployeed]

^ my university, did that for the student computer support. I couldn't get hired because I had a technical background and no customer service experience..... They hired a bunch of people who knew NOTHING about computers, they ended up pay lots of money for everyone to call the office to ask the experienced people how to do basic tasks.
You would think if your job is removing viruses thanks to porn, on a college campus you would be a pro after a few weeks..... some people never learn.

[EricKei]

I used to do software support for a couple of accounting programs, and I only had to call in to [software manufacturer] when I was well and truly stumped. Thus, I usually explained what I had tried, and asked to be sent directly to Tier 2, as our Rep there had suggested (supposedly, they HAVE to do so when asked by someone at our service level -- the T2's don't ask "did you try rebooting?", they ask "did you already try the RegEdit, renaming helper files, clearing the permissions cache, and ___ steps?"). The problem was, the T1 guys there would frequently try the FAQ-reading spiel even tho I already knew that they did NOT have to stick to the script >_<

It was worse when they told me to check the website/FAQ...after I had told them that the instructions on the website did not work....AND the fact that I would not be paying them for a support call if the free options had not already been exhausted (namely, my notes/links, their website/knowledge base (I had direct access to Tier 1's KB), and our own senior techs who've been doing this for twenty years, in that order).

It also didn't help that the Tier 1 guys generally had next to zero experience with the software. I preferred Tier 2 because, while it could sometimes take awhile, they could literally say "hang on a minute while I ask one of the programmers" when it came to really odd stuff ^_^

[roothorick]

What I really don't get is why we don't see more "taking the wheel" in the support world. One of the things I really like about Impale is their support team's response to just about everything is "let me phone in and take a look". No "is it turned on? Could you try rebooting?" just "let me have a look here... oh, it's this." Being able to step in and look yourself rules out so many layers of basic troubleshooting in a matter of a second or so.

Obviously this isn't possible in many scenarios, but if I manufactured laptops I'd install remote admin phone-in service on them and refuse to take phone support calls for anything that isn't a prerequisite for getting this software to run. (Even then... bootable USB thumbdrive anyone?)

[Bandit]

In my job, for the most part I deal with big phone systems.

When I have to call for tech support, I give them as much detail as possible about the problem in the industry-specific terms so that they know I'm not a (l)user calling with a "IT'S BROKKKKKEEEEEEEEEEE! FIX IT NOWWWWWWWWWWWW!" type complaint.

It usually takes about a minute on the phone before the person on the other end knows that I know what I'm talking about and we go from there.

At times, I knew the techs well enough that they would answer the phone with "What got broken this time, Bandit, and how did you do it?" as they knew I wouldn't call unless there was a major problem.

When it's outside the normal range of knowledge, I usually preface the call with "I know I've done something stupid. Can you help? Here's what I was trying to do, here's what I did, and here's what's not working with the messages......."

Rarely have a problem with tech support.

I've been on the receiving end of too many calls from starfish to do the same to anyone else.

B