What do I do with this?

Posted by jplesset on October 8, 2015 under Computers, Did That Really Happen?, Working with Support | Be the First to Comment

Scenario:  Customer has a case open with me about a feature he wants added to the product. He’s really adamant that the feature needs to be there.

Today, he adds three files to the case, but with no explanation of why these files are important to the case. I guess I need to read his mind.  Sorry….

Are you really clueless?

Posted by jplesset on September 3, 2014 under Computers, Did That Really Happen?, Real Stories of Support, Working with Support | Be the First to Comment

I’ve been trying to help answer questions on http://fixya.com but.. .

Much of the time, the questions are so incomprehensible that I have no idea what the question really is, like this:

Could you please tell me where i could obtain a user manual for

No, that’s all.  It’s in “cell phones”, but that’s the entire question…

Or, this one:

I got this box from a chines site but only says f5s on box

That’s in the vending machines section.  So, ok, what did you expect?

How about this one, in the laptop section:

Need case removal instructions. Need to repair screen.

Might get more answers if you include the product and model.  Or, I could say, “remove screws until the case falls open”?

And, those are the ones I could read.  Some of the entries look like the person neverheardofthespacebar.

Um, did you read the screen?

Posted by jplesset on April 21, 2014 under Real Stories of Support, Working with Support | Be the First to Comment

Often, when I get a new Support case, I have to wonder if the person filing the support case has actually read the screen.  Today, I got one where the customer appears to have ignored two very important items:

“Update succeeded with 0 errors and 2 warnings.  Detailed messages are in the logs.”

Ok, what were those detailed messages?  Don’t you think that warnings might be important?

“Restart to activate changes”

Yes, Mr. Customer, you still have to restart the application to make what you did take effect…..

 

Sorry, just venting.

How To Work With a Support Engineer

Posted by jplesset on January 11, 2014 under Working with Support | Be the First to Comment

You have a problem with your computer.  You need Tech Support.  Here’s how to get the best results from your Support Engineer:

1.  If you see an error message, write it down.  The very last thing a Support Engineer wants to hear is, “I got an error message.  It’s gone now.”

Yes, the error message didn’t mean anything to you, but it might mean something to your Support Engineer.

2.  Note what you were doing when you got the error.  Errors and crashes don’t just happen; they typically come from a specific set of actions, and if you don’t know what those actions are, it will take longer to fix your problem.

3.  If you’re running Windows, the error message is likely recorded in the “Event Manager”.  Your Support Engineer will help you pull it out.  It will help to know exactly what day and time the problem occurred.

4.  When your Engineer asks you a question, it’s not to tell you that you’ve done something wrong, or you are stupid. The question is asked to gather information that will help him or her to resolve your issue.  The Engineer can’t see through your eyes or read your mind.

5.  The most difficult challenge for you is to remain calm. You’ve probably got people making demands — maybe even screaming at you to get the problem resolved NOW. Your Technical Support Engineer is doing and will do everything possible to help you, so you (and others) can get back to work ASAP. It may take only a few minutes, but it may take days (or weeks) to resolve the problem. It’s everyone’s  goal.