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Thread: RANT: Tech support request....

  1. #1
    Join Date
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    Cedar Rapids, IA
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    RANT: Tech support request....

    Most of you probably don't know that I manage a tech support department for a rugged computer manufacturer. Occasionally, I need to request support from our vendors which usually goes well but I had to share this one. The vendor shall remain nameless.

    Problem: Video card produces no output from the moment the system is powered on until....infinity.

    Requested troubleshooting steps from vendor (abridged): Click on Start | All Programs | Accessories | System Tools | System
    Information. When the System Information window is open, click on File | Export. Once the report is created, please include it with your ticket submission

    Befuddled response:
    Dear Techie (I was addressed as 'Customer'),

    At this time, I cannot complete the requested steps as Iím still waiting for my neural link to arrive in order to identify (see) what the computer is intending to display. Once I have the neural link, I should be able to interact with the system and report back to you. At the moment, the faulty video card is preventing the system from communicating in its desired graphical manner. Iíve also tried removing the card and asking it directly why it doesnít want to allow the system to communicate as desired without success. Iím at my witís end at this point and with the tracking number received from TransGalactic Logistic Transport showing the arrival of my neural connector being light years away, I thought it be best to contact you.

    No, this is not a joke, but your suggested troubleshooting steps requested when compared with the failure mode certainly are. Please re-read and re-advise.

    Kind regards,

    Matt

  2. #2
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    Quote Originally Posted by Matt Warfield View Post
    Iím at my witís end at this point and with the tracking number received from TransGalactic Logistic Transport showing the arrival of my neural connector being light years away, I thought it be best to contact you.
    "Thereís a lot of work being done today that doesnít have any soul in it. The technique may be the utmost perfection, yet it is lifeless. It doesnít have a soul. I hope my furniture has a soul to it." - Sam Maloof
    The Pessimist complains about the wind; The Optimist expects it to change;The Realist adjusts the sails.~ William Arthur Ward

  3. #3
    Join Date
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    Catalunya
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    One of the main problems nowadays is the people either do not read, or they do not understand what they are reading.

    Some days ago newspaper here published a report that while most adolescents know how to read and write their understanding of what they read is very low, almost nil. Something must be wrong in the education system here.

    Too much TV and video games I think though...
    Best regards,
    Toni

    __________________________________________________ __________________________________________________ _________________
    web site:http://www.toniciuraneta.com
    I also dream of a shop with north light where my hands can be busy, my soul rest and my mind wander...

  4. #4
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    Delton, Michigan
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    same braod idea but not as techi as yours ,,my company i work for decided to spend 45 to 60 k for new system with a new impostion software,, well its not going well very complicated and redunat becasue they copied the idea from another major software company and had to change them to get theres to work.. what i could do with the old software now takes 3 to 4 times as long and the old software could have been updated for a 1000 dollars.. just to say they got anew and updated method of doing things.....have fun matt and oh yeah they cant talk to the new machine the simm cards are bad and they wont talk witht he main machine.. so a lackof puter talk is in the air i think
    If in Doubt, Build it Stout!
    One hand washes the other!
    Don't put off today till tomorrow!

  5. #5
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    Quote Originally Posted by larry merlau View Post
    same braod idea but not as techi as yours ,,my company i work for decided to spend 45 to 60 k for new system with a new impostion software,, well its not going well very complicated and redunat becasue they copied the idea from another major software company and had to change them to get theres to work.. what i could do with the old software now takes 3 to 4 times as long and the old software could have been updated for a 1000 dollars.. just to say they got anew and updated method of doing things.....have fun matt and oh yeah they cant talk to the new machine the simm cards are bad and they wont talk witht he main machine.. so a lackof puter talk is in the air i think
    Good luck with that one Larry. Someone sure didn't do their homework first.

  6. #6
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    Quote Originally Posted by Matt Warfield View Post
    Iíve also tried removing the card and asking it directly why it doesnít want to allow the system to communicate as desired without success.


    Imagine how many lines of code you'd have to read aloud to get it to talk!

    Now imagine it's all in hex!

    Thanks,

    Bill

  7. #7
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    Great response, Matt. I'd say it's about 50-50 as to whether they folks at the other end will realize what you're saying.

    As someone who has run the Tech Support Department at a mid-sized software company (20 million or so licenses sold), I also don't have much patience for TS/CS folks who don't actually listen to (or read) the problem, but instead robotically pull canned "solutions" out of the database.
    When the going gets weird, the weird turn pro. - Hunter S. Thompson
    When the weird get going, they start their own forum. - Vaughn McMillan

    workingwoods.com

  8. #8
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    No, not all of SoCal is Los Angeles!
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    It is always amusing how the quality gap between the companies that provide good tech support and everyone else is so unimaginably wide.
    Any sufficiently advanced technology is indistinguishable from magic.
    - Arthur C. Clarke

  9. #9
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    Location
    Westphalia, Michigan
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    955
    The problem does indeed lay with the education system. We hired an engineer who was reputed to be near the top of her class. She was a very nice girl. I could never figure out how she scored so high because she couldn't remember simple trouble shooting steps on common electrical problems. It got to the point that I wouldn't trust her to wire up a light switch. The company eventually moved her to a assembly line supervisor position because she did get along with people well. Of the 3 engineers we hired in our group, a weld robotic manufacturing plant, I would have fired 2 of them after 1 month. The one who worked out well was from a farming community and did a fine job.

    My daughter is in her senior year at college and she is constantly telling me stories about how her fellow students struggle to do some of the rather simple tasks.

  10. #10
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    When I got my current laptop and turned it on the first time the first thing that I noticed was that the mouse pad didn't work. I checked all the obvious thing then I called tech support. I got ahold of someone in India I believe and she proceeded to tell me to click on the start button. HELLO, how can I select or click on the start button if I can't use the mouse. She kept on insisting that if I would click on the start Icon she would be able to help me get my mouse pad working, I finaly hung up, got a USB mouse and was able to get the thing working on my own.
    "Thereís a lot of work being done today that doesnít have any soul in it. The technique may be the utmost perfection, yet it is lifeless. It doesnít have a soul. I hope my furniture has a soul to it." - Sam Maloof
    The Pessimist complains about the wind; The Optimist expects it to change;The Realist adjusts the sails.~ William Arthur Ward

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