Don't be an IDIOT!!!

[Neophyte]

This is some information for newbies and those working the phones as Tech. Support.

Recently, my father called his DSL provider (FKA. Northwestern Bell Telephone) with a problem. His DSL connection looked good but he couldn't navigate through the internet using his browsers. IE and Netscape.

Told to reinstall...by Mr. Tech. Support personel at (FKA. US WEST).

Browsers. Didn't work.
then
The OS. Called me.

You have got to be kidding.

Real solution for those of you who don't know....*ALL EMPLOYEES OF QUEST SHOULD READ THIS.

Easy as 1 2 3. But first you should make sure you either have a copy of Windows on you computer or a windows cd.

1. Start-Settings-Control Panel-Network

2. Remove Dial Up adapter and TCP-IP... RESTART COMPUTER

3. Add Dial Up Adapter and TCP-IP. RESTART COMPUTER.

Now remember...If you computer prompts you with
The file you are copying is older than the file on your computer. Do you wish to keep the file. NO! I have found that one or more of these files are the ones causing the problems. So use the version that is on your CD.

Your Network protocol should now be reinstalled and ready for business.

Lot easier than REINSTALL!

I hate those idiots at QUEST!

Moral of the story. Know where the problem lies before acting on your impulses!

[MrLinus]

Heh.. You might want to forward your story to http://www.rinkworks.com/stupid.

Seems to fit the bill.. ;)

[Gobinjf]

I agree that helpdesk and tech support 's advices are sometimes not really adequate. But ... imagine that you are the boss of an ISP. Would you take highly trained worker to just answer clients ? No, you probably won't. You'll just choose one or two of your employee who look not too dumb, and make them follow some training and then ... "Help That Customer".


You also must understand that more than being undertrained, they must also answer in a short time, making their situation really ambiguous : they don't know, but they must answer quickly ...

So I guess that instead of saying "Stupid guys" and so on, maybe you can phone them and say "Ok, for that problem, I found the solution, here is how to do ..."

Never forget you may one day need them ...

Jean-Francois Gobin

[Info_Au]

As it only takes a few minutes to reinstall the adapter!!!
It saves waiting on the helpline:)
Out of the last 10 times i have had browser prob's.
This has corrected the problem mostly!!
Twice my server changed dns stuff and i failed to read server's homepage for updates..

[Neophyte]

Originally posted by Gobinjf
I agree that helpdesk and tech support 's advices are sometimes not really adequate. But ... imagine that you are the boss of an ISP. Would you take highly trained worker to just answer clients ? No, you probably won't. You'll just choose one or two of your employee who look not too dumb, and make them follow some training and then ... "Help That Customer".


You also must understand that more than being undertrained, they must also answer in a short time, making their situation really ambiguous : they don't know, but they must answer quickly ...

So I guess that instead of saying "Stupid guys" and so on, maybe you can phone them and say "Ok, for that problem, I found the solution, here is how to do ..."

Never forget you may one day need them ...

Jean-Francois Gobin

Whatever happened to the words ... "I don't know but I will find you someone that can help."... Isn't that what the highly trained personel are there for? When I worked Tech Support I used the honest approach and i am sure customers were happy with the results. I hate to think of what happens to the customers who get the wrong answers.

[RogueSpy]

I agree totaly with Neophyte. . .

[DigitalDemon]

I was offered a job for a large company as a technical support <something> (specialist or consultant or whatever) and before I accepted the job I wanted to see the routines of that company for handleing end user questions.

(
Who?
<hint>
The company is HUGE!
They make computers.
They are not compatible, they are the real deal.
</hint>
)

I don't buy ANY of their stuff anymore. Ever.
I sure as hell don't work there.

My experiance is: The larger the company, the less their frontline knows about their base products.

In small companies (50 employees MAX!) they can't afford one techie and one phone support dude, they need someone to be both.

Shop at small computer stores. always.
Subscibe to small ISP's. always.