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Clueless Tech Support?
There's another thread running regarding funny tech support stories regarding clueless users but how about the opposite where you call and get a clueless tech support person? Here's my story (kinda long):
About a year ago I came to my office one morning and found that my phone didn't work and I couldn't access the network. We have VOIP phones which plug into a network port and the network cable from the computer plugs into the phone.
I called tech support from my cell phone and talked to a young lady. I told her that my phone didn't work and I couldn't access the network. She started having me check settings under IE->Tools->Internet Options. I was trying to be patient with her but after a couple of minutes I told her it was pointless to check browser settings since I couldn't access the network. I told her that since my phone didn't work AND I couldn't access the network I figured it was a network issue or a problem with the port. She said something about it being significant that my phone didn't work and I told her I thought so too which is why I it was the first thing I told her!
She said she would have to submit a request for someone to come to my office. I told her to make a note that my desk phone didn't work and gave her my cell phone number.
After I hung up, I decided to try something. I unplugged the phone and plugged the computer's network cable into the network port. I now could access the network which meant the phone was bad.
Since I could now access the network, I logged into the Tech Support database and located my call. The young lady had written up the problem description as "User reports that he can't access the internet." Argh! I add a note correcting the problem description and added that I determined the phone was bad and I just needed someone to bring me a replacement phone. She had failed to make a note regarding calling my cell so I added that as well.
In my job, I don't use my desk phone much, my communications are primarily via chat and email so the fact that my phone wasn't working wasn't a high priority for me. That evening it occurred to me that no one had contacted me regarding the phone.
Our phone system forwards our voicemails to our email inbox so when I came to work the next morning there was a voicemail from an IT tech telling me to call him back so he could help me with my internet problem. I immediately called him from my cell but got his voicemail. I left him a message stating that I needed my phone replaced and since my phone didn't work to call me back on my cell. I also logged into the Tech Support database and added another note about needing the phone replaced and to only call my cell. He didn't return my call that day.
The next morning I got an identical voicemail so I called and left another voicemail for him. I logged into the Tech Support database and added another note that I needed a replacement phone and to only call me on my cell. No call that day either.
The next morning I had an identical voicemail from the IT guy. At this point I gave up. I went and found a phone in a vacant office and left my non-functioning phone. I hooked up the phone and the computer and everything worked as it should. I then called the IT guy and left a voicemail telling him to forget it, I got tired of waiting and swiped a phone from another office. I also went in to the Tech Support db and closed the case and left a note regarding what poor service I got and that I took a phone from another office.
I guess I'm pretty naive in these matters. I thought techs actually read the notes in the db and I even thought their managers read comments about poor service. I thought somebody would admonish me for taking a working phone from another office. Apparently not as I never received any feedback of any kind regarding this incident.
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