Tech support is da bomb ...

[rslade]

Tech support isn't fun.  You never hear from anyone unless they are complaining about something.  Usually they complain about why you are not instantly solving the problem that they created, or because you are not following their idea of what the problem is (when they usually have no idea what the problem is).  And does anyone ever thank you for helping?

And, sometimes, they try to kill you.  By sending you a bomb.

In this case, the customer was ticked because support wouldn't email him a new password, which would have been a dumb thing to do anyway.  But then he was a dumb bomber, sending the bomb to a wrong address anyway.  (That, and a bit of luck, ensured nobody was hurt.)

[denbesten]

---

@rslade wrote:

Tech support isn't fun.  You never hear from anyone unless they are complaining about something.  ...   And does anyone ever thank you for helping?

A few years ago, I altered my behavior. 

Now, I spend a few moments focusing on how I am going to explain the problem and the preceding steps before I even call.  Then, when they answer, I write down their name, so that I can thank them by name at the end.  And, during the call, I make it a point to focus on politeness and patience.

The goal? I no longer have room for anger in my life and getting it out starts with me.

[rslade]

> denbesten (Advocate I) posted a new reply in Industry News on 11-17-2018 10:02 AM in the (ISC)² Community :

> A few years ago, I altered my behavior.    Now, I spend
> a few moments focusing on how I am going to explain the problem and the
> preceding steps before I even call.  Then, when they answer, I write down
> their name, so that I can thank them by name at the end.  And, during the
> call, I make it a point to focus on politeness and patience.   The goal?
> I no longer have room for anger in my life and getting it out starts with
> me.

It's people like you what cause rest ...

====================== (quote inserted randomly by Pegasus Mailer)
rslade@vcn.bc.ca slade@victoria.tc.ca rslade@computercrime.org
A great sailor can sail even with a torn canvas. - Seneca
victoria.tc.ca/techrev/rms.htm http://twitter.com/rslade
http://blogs.securiteam.com/index.php/archives/author/p1/
https://is.gd/RotlWB

[Shannon]

---

@rslade wrote:

Tech support isn't fun.  You never hear from anyone unless they are complaining about something.  Usually they complain about why you are not instantly solving the problem that they created, or because you are not following their idea of what the problem is (when they usually have no idea what the problem is).  And does anyone ever thank you for helping?

And, sometimes, they try to kill you.  By sending you a bomb.

---

Having provided a bit of support in my past, I can understand what they go through. Prior to contacting them I'll attempt to trace the cause of an issue and resolve it myself; should this fail I'll reach out to them providing all details for them to address it. Once that happens I'll take the time to express my appreciation, whether it's using the feedback system or an email.

While there have been some unpleasant experiences, escalation has usually taken care of that, so it's never come to the point of having to send a bomb --- at least not yet... 

[rslade]

https://www.gocomics.com/theflyingmccoys/2018/11/14