But 95% of people that call support don’t know that stuff. And those things solve 95% of the problems that users have. And support staff have been told to go through the script or get fired. So just be nice to them, get to the end of Level1’s script AQAP then you’ll get someone that’s allowed to use their noggin, considerably more quickly than if you piss around.
last time I started listing what I had already tried, the support agent cut me off to reiterate that I needed to restart the device
yeah, I know. you told me to, I clearly responded “okay, I’ll do that now”, and then I started giving you the relevant information of what I’ve already tried. no need to be rude, just giving you info while we wait for the thing we both know will fail
Yeah, it depends on the agent. Sometimes I get stuck too, but if I ramble off enough relevant info, they usually put me through.
For example, I had an internet issue, and it was obviously on their end because pings to my router and their gateway were both solid, while pings to a reliable server kept dropping packets. Rebooting my router obviously wouldn’t help because everything up to their gateway was fine.
In most companies L1 Support are severely underpaid offshore, total muppets, or both. Their most frequent triage or escalation path is gonna be “I routed it to the wrong application team because the caller said some words that sounded vaguely relevant to something that team works on”.
But 95% of people that call support don’t know that stuff. And those things solve 95% of the problems that users have. And support staff have been told to go through the script or get fired. So just be nice to them, get to the end of Level1’s script AQAP then you’ll get someone that’s allowed to use their noggin, considerably more quickly than if you piss around.
Yup, when I call tech support, I’ll list all the stuff I did to cut through the base levels of support to get to someone who can actually help.
Relevant XKCD.
last time I started listing what I had already tried, the support agent cut me off to reiterate that I needed to restart the device
yeah, I know. you told me to, I clearly responded “okay, I’ll do that now”, and then I started giving you the relevant information of what I’ve already tried. no need to be rude, just giving you info while we wait for the thing we both know will fail
Yeah, it depends on the agent. Sometimes I get stuck too, but if I ramble off enough relevant info, they usually put me through.
For example, I had an internet issue, and it was obviously on their end because pings to my router and their gateway were both solid, while pings to a reliable server kept dropping packets. Rebooting my router obviously wouldn’t help because everything up to their gateway was fine.
In most companies L1 Support are severely underpaid offshore, total muppets, or both. Their most frequent triage or escalation path is gonna be “I routed it to the wrong application team because the caller said some words that sounded vaguely relevant to something that team works on”.