this post was submitted on 26 Jul 2024
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IT support here. I hate hearing that on the phone.
It means my silver bullet that instantly fixes 90% of all problems has already been fired, and missed.
Also means I can't use the reboot time to gather my thoughts, check documentation and google the error.
It's kinda fun when the problem persists after a reboot and you can instantly start flying through the settings or pasting commands into their powershell.
In my experience it means the customer is lying to you because they don't want to reboot their computer.
Because then they'd lose their 14 concurrently open chrome webpages, 9 word documents, 7 large fully table-formatted excel files, and 6 instances of an application they haven't closed...but IT needs to fix why their PC is running slow
Don’t act like many of us in IT don’t have 15 browser windows for two different browsers open most of the time, we just know that’s why our system is running like shit
You'd hate me then. I'm a software developer who did IT support for a couple years, so if I'm calling, it's because I've exhausted all of the common problems.
BTW, shibboleet.
My internet goes out a few times per year. I run entry-level enterprise hardware (Ubiquiti APs + Mikrotik router), and I'll do a full power cycle (power off, wait 30s, plug back in, etc) before calling in. I'll have detailed diagnostics (e.g. can I ping the gateway, but not 1.1.1.1? traceroute logs saying exactly where my connection is failing, etc), and I'll submit them through their online form entry before calling.
I've only gotten through their phone support once or twice. I think they recognize the number and just dispatch a team pre-emptively, because my internet is usually fixed within 10 min of sending that in (and I've waited up to an hour before). It's a small ISP that only serves my small town (30-40k people), and they don't have a monopoly, so I'm one of probably a few thousand customers and they probably only have one or two phone support people.
I've had one time when it was something I could fix (was a faulty cable), but every other time it's been some kind of service disruption on their end.
No, I'd love that too. Cause I could instantly escalate your ticket away from my desk.
:)
No offense, but I want to talk to you about as much as you want to talk to me. I get through so many first level tech support calls by just overwhelming the person with information. I'm not trying to show off, I just want to save your time and mine.