He created IT people.
I spent the first 30 minutes of my morning on the phone, 28 of which were on hold. All I needed was a password reset, but the guy I was talking to had never heard of Perforce, an application used by everyone. I had to repeat my problem several times, even though I had specifically chosen that I need a password reset. When he asked me to spell “Perforce”, I knew we were going nowhere.
I can understand his not being able to help me due to lack of training, but he didn’t even try to troubleshoot. (Although I appreciated not being asked the standard, just-shoot-me-in-the-face-now questions: “Did you restart your machine?” and “Is Caps Lock on?”) He put me on hold for 10 minutes and when he came back, the most brilliant question he could muster was, “Is this a company-wide application or something you downloaded yourself?” He also said he’d been trying “left and right” to help me with my problem, but I guarantee, if he talked to at least one other person, they could at least give him the lowdown on what Perforce is. I asked if there was someone else I could call that might have more knowledge in this area, and he put me on hold again. He ended up filing a web request ticket, which I could have done myself in 3 minutes.
We might as well have outsourced our help desk to India. Giving good tech support seems difficult for most people, so why do we let just anyone do it? Same reason we let just anyone teach in public schools…
*Continues bemoaning the ails of society internally*
bricotrout says:
oooh i would have loved to see the reaction hed get if he asked the dreaded “is your husband there? maybe I can get a better idea what the problem is by talking to him”
August 16, 2005, 1:09 pmlet the fireworks fly!
platkat says:
Luckily, it’s a company help desk, so I don’t have to worry about the Stupidity/Sexism Combo Platter, just a big ol’ fashioned helping of Dimwittedness!
August 16, 2005, 1:12 pm•♥•m•♥• says:
I actually worked in production control department of **** (HUGE) data house……and we were first outsourced to IBM….same desks…same hierachy of responsibility…same team mates…..same phone …same work….but different co that signed out checks. 2 yrs later….they came in and axed large % of us. Best thing that couldve happened to me
Started my PhD because of that push…..long story short….I totally understand the “help-less” desk of large corps!!!!! Just BREATHE!!…………M
***U have been linked…….
August 16, 2005, 6:08 pmLaestrygonian says:
Everyone hates being asked those questions like, “is your caps lock on.” BUT, by asking that I solve about 60 to 70% of my username/password problems right away.
It’s a truly amazing thing how dumb most people are. Sorry, it’s because of those people that you get questions like, “Sir, is your monitor on?”
August 16, 2005, 7:00 pmApril says:
I feel your pain.
Stupid computers. And lame tech people.
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