Unhelpful Tech Support
![[Post New]](/jforum/templates/default/images/icon_minipost_new.gif){kind=icon}
Anonymous
|
I’m on travel for a new job and am locked out of corporate email. I’m unsure why. I’ve already called our tech support and had a frustrating conversation with a specialist. I truly didn’t understand what he was asking me to - basically to log out and log in...and I just froze. Couldn’t remember my passcode fast enough for him and I got flustered. He was impatient and at one point, I asked him to repeat his instructions and he answered sarcastically that he wasn’t certain that I’d *ever* understand. I just mutteredthanks and hung up. Still locked out and now must call back.
Can I ask for someone else when I call again? Is our conversation likely to be conveyed to my supervisor,as in I’m not at all tech-savvy? Does tech support log calls so that the other techs will already know that I’m difficult? Be nice. I’m old and very lucky to have this job. |
Anonymous
|
Yikes, sorry you're having a bad experience. He may be the only person on duty. But it will be okay. When he answers just explain -again- in a nice but sad voice that you're new, you're on travel, you're flustered, you're upset and you're trying very hard. (DON'T mention age) Ask him to walk you through it again.
Go ahead and write down your log-in and passcode before you call since you know he'll ask you for those. Yes, all calls are logged but don't worry about that. Just call back and be very gracious. It is in your favor if you maintain your cool. Chances are that if he got so frustrated very quickly with you then he does that with other people too (unless he's just having a bad day). Report back. I'm not a tech expert by any means but I do talk to our tech experts a lot! I try to be perky no matter how pissy they get and this seems to disarm them. Before you call, turn off your computer and turn it back on. (Do this only if you know your log-in and password) Sometimes computers will lock after a certain number of tries and turning off will reset the process. |
Anonymous
|
Help Desk techs are notorious for being impatient and snarky with non-tech people. Not all of them, but many who think they are better than that lowly help desk job.
It’s not you. I’m sure he acts that way with everyone. If you get him again, yes act like PP said. But if he gives you attitude, ask for his supervisor. “I’m sorry, you aren’t explaining it to me in a way I can understand. Can I please speak to your boss?” And get everyone’s name. |
Anonymous
| Ok, thanks, PPs. I'm decidedly non-tech but you've given me the courage to call back with confidence. I have his name. |
Anonymous
|
The after-hours support company our help desk rolls to is awful. If it's during business hours, you get a company help desk person, 90% of whom are nice and really do want to help get you back up and working; after that, your stuck with the overflow desk.
Tech support's job is to support the business units. If your tech support doesn't help you work, someone needs to know so their customer service training can be repeated. |
Anonymous
|
Some peole in tech support get a power trip in trying to confuse employees. I had one who convinced me that my computer exemptions had to be removed because I access email from home. It was blatantly not true and I consulted a colleague before doing what he told me.
Don’t let him give you attitude. If he acts exasperated just tell him he’s not giving good support and is there anyone else you can talk to. If he says no, then ask for his manager’s number. Tech support sucks. |
Anonymous
| I actually am an engineer. I hate how every time I call tech support they act like I’m an idiot. They have me turn off and restart my computer twice. They seriously think I hadn’t tried that?! It could be our ancient Dells. |
Anonymous
See OP, it’s not just you. Tech support treats everyone like they are an idiot. Hiw’d Your next call go? |