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I remember a discussion sometime back about having an "I am not an… - Silicon Rose [entries|archive|friends|userinfo]
Silicon Rose

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[Mar. 3rd, 2005|09:42 am]
Silicon Rose
[Current Mood |thoughtfulthoughtful]

I remember a discussion sometime back about having an "I am not an idiot" button for calling tech support. It's the button you push to say "yes, I know my computer is plugged into the wall; if this is likely to be a driver problem, I've uninstalled and reinstalled the drivers before I called you; yes, my computer is hooked up to the internet...", etc. The idea is that, while tech support might say "did you try uninstalling and reinstalling the drivers", if you say "yes", they won't try it again.

I think I'd settle for something else. I just want a button that says "if you have done nearly everything to void your warranty on some computer before, and if you have done all the things that Windows tells you not to do, hit this button"... and after that the tech support representative will not try to explain to you how to say, open regedit, unless you ask.

Look, I've modified registry keys to changing settings in the registry. I changed the ACLs on a key to stop a misbehaving program from overwriting Internet Explorer's font size. I have hand hacked settings in HKEY_CLASSES_ROOT. I have hand hacked in COM registrations for DLLs before. I've done nearly everything that people tell you not to do with your registry. If I'd managed to do that all entirely without touching regedit, I'd be pretty damn amazing. I laugh at the warnings that say "if you modify the registry, something bad might happen."

I understand that the tech support representative had no way of knowing that I'd done all these things. I just wish there was a good way to tell them.

He did learn, however. I think he had to restrain himself, but when he told me "open up device manager", he didn't try to tell me how. I felt sorry for the guy, too, since he sounded either new or like English wasn't his native language. This, of course, didn't help me in maintaining my temper at the time.

I need to work on that. I really dislike it when people try to explain things to me that I already know.
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Comments:
[User Picture]From: dragonoflife
2005-03-03 08:33 pm (UTC)
Tech: "AOL is not opening because you have too many processes running."
Me: "Okaaaaay." ::manually disables eight irrelevant and unneeded AOL processes:: "Well, whaddya know, he was right."
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[User Picture]From: adept
2005-03-04 12:44 am (UTC)
I've come very close to chewing someone's head off for stepping me through tech support after I told him I knew what I was doing (with computers in general, at any rate). I really think there should be three levels of tech support - the first for the completely clueless, second for the competent, and third for, as you amusingly put it, "if you have done nearly everything to void your warranty on some computer before, and if you have done all the things that Windows tells you not to do, hit this button".

Actually, I think there should be two options - the second and third. I think like with driving cars, computer ownwership and usage should be allowed without some sort of training. I would prefer to make common sense a requirement, but it would be far easier to accomplish the first than to force common sense on people.
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From: elasmo
2005-03-04 01:27 am (UTC)
I think driving cars should require a lot more training than we give people, too. Every day I see more and more idiots out there, and I'm like, "You have New York plates. You have probably lived here in upstate New York for most of your sad little life. How do you not understand what snow is?!"
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[User Picture]From: adept
2005-03-05 01:36 pm (UTC)
~nods~ My personal favorite are the morons who drive SUV's like they're tanks, blowing past me in horrible road conditions. I take much amusement when I see them up on a snow bank a few miles ahead.
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[User Picture]From: siliconrose
2005-03-05 06:26 pm (UTC)
This ad campaign has been amusing me.
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[User Picture]From: siliconrose
2005-03-04 03:46 am (UTC)
Especially with the advent of viruses that spread without human intervention (or sometimes with in the case of email worms), that can contribute to DDoS attacks on mission critical websites.

For instance, I hope that our government systems probably have a pretty solid backbone, but that doesn't mean that a sufficiently strong attack couldn't render them useless. I won't even speculate on the problems that could cause.
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[User Picture]From: btoblake
2005-03-04 04:08 pm (UTC)
Speaking as the first person who picks up the phone when you try to reach quickbooks tech support:

I'd love to have a little test before a person comes on!!! OOh, that'd be niice. Who's happily clueless, who's the IT guy, who thinks speaking 133t means that they're a computer genius?

it's quite normal to babble on for a minute or three in almost completely irrelevant ways as you try to explain your problem. People who give semi-relevant information, such as I am a ... (network engineer, total illiterate, bombastic ranter) are cool, since it's more relevant than most things people say.

Oddly enough, the people I take most seriously are those with the budda-like amusement that can only have come from hundreds of tech support calls in their past.







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