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On April 08 2015 00:50 mordek wrote:Show nested quote +On April 08 2015 00:23 Seuss wrote:
My internet at home was dead this morning. A technician will be out Saturday to fix it. Classic. Have you tried power cycling your modem? :^)
What Monte did before calling Time Warner Cable:- Opened a command prompt and ran ipconfig to verify I had an IP Address and was properly connected to the modem.
- Pulled up the modem's administrative page to verify it was connected.
- Tried releasing and renewing my ip address.
- Power cycled the modem.
- Concluded there must be a tricky problem with the modem's connection since there wasn't one between my computer and the modem.
What Monte did to humor the person on the phone:- Power cycled the modem.
- Unplugged the coaxial cable on both ends and plugged it in again.
- Restarted my computer.
- Disabled and reenabled my LAN connection in control panel.
- Scheduled an appointment for goddamn Saturday.
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United States47024 Posts
I mean, the flip side of that is that 99% of people who call for tech services are actually complete idiots who don't know how to do that stuff.
I'd expect 99.9% of the time, you have idiotic customers calling and getting help from idiotic service reps and it works out just fine. It's just that you have the 1% of customers who actually know what they're doing and the 1% of service reps who know what they're doing, and there's almost no chance that they actually end up talking to each other on the phone--so the smart customer gets to deal with idiot service reps and the smart service rep gets to deal with idiot customers. But you have to have the idiotic service reps or the smart ones would lose their goddamn minds dealing with 100x more bullshit, lol.
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Man, I hope this delivery didn't go to the office an hour and a fucking half away....
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On April 07 2015 22:32 mordek wrote:
Oh, it's Soniv's monday isn't it. Dabu.
Holy shit and what a MondayTuesday it has become. Completely trashed all the positive energy I had coming out of the weekend.
On April 07 2015 23:23 Alaric wrote:
That's one pretty messed up car, how did he even hit it that way? Oo
Also Soniv, what that karaoke thaaaaat soul-crushing?
Oh, it was actually really fun. I met some friends at a bar I had never been to, karaoke started up, I had a couple drinks and just thought "fuck it". Sang New Shoes by Paolo Nutini first - no one knew it, but it's very comfortably in my vocal range and I love the song. Also did Ain't no Rest for the Wicked.
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On April 08 2015 01:10 TheYango wrote:
I mean, the flip side of that is that 99% of people who call for tech services are actually complete idiots who don't know how to do that stuff.
I'd expect 99.9% of the time, you have idiotic customers calling and getting help from idiotic service reps and it works out just fine. It's just that you have the 1% of customers who actually know what they're doing and the 1% of service reps who know what they're doing, and there's almost no chance that they actually end up talking to each other on the phone--so the smart customer gets to deal with idiot service reps and the smart service rep gets to deal with idiot customers. But you have to have the idiotic service reps or the smart ones would lose their goddamn minds dealing with 100x more bullshit, lol.
Yeah I'm sympathetic. I don't expect the service reps to know more than how to follow the checklist in front of them. It's the ridiculousness of having to wait for the better part of a week for a technician to come out and fix the problem that grinds my gears.
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On April 08 2015 01:03 Seuss wrote:Show nested quote +On April 08 2015 00:50 mordek wrote:On April 08 2015 00:23 Seuss wrote:
My internet at home was dead this morning. A technician will be out Saturday to fix it. Classic. Have you tried power cycling your modem? :^) What Monte did before calling Time Warner Cable: - Opened a command prompt and ran ipconfig to verify I had an IP Address and was properly connected to the modem.
- Pulled up the modem's administrative page to verify it was connected.
- Tried releasing and renewing my ip address.
- Power cycled the modem.
- Concluded there must be a tricky problem with the modem's connection since there wasn't one between my computer and the modem.
What Monte did to humor the person on the phone: - Power cycled the modem.
- Unplugged the coaxial cable on both ends and plugged it in again.
- Restarted my computer.
- Disabled and reenabled my LAN connection in control panel.
- Scheduled an appointment for goddamn Saturday.
The horrors of tech support...
One time our internet didn't work, tried all the usual stuff, spent 3 days contacting people from my provider only to find out they forgot to add our ip to their network after a move...
This was in ~2006 though, back when tech support didn't have standards here.
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Damn JonGalt.
I've had my tires stolen under my car, but that shit is just wack.
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On April 08 2015 01:10 TheYango wrote:
I mean, the flip side of that is that 99% of people who call for tech services are actually complete idiots who don't know how to do that stuff.
I'd expect 99.9% of the time, you have idiotic customers calling and getting help from idiotic service reps and it works out just fine. It's just that you have the 1% of customers who actually know what they're doing and the 1% of service reps who know what they're doing, and there's almost no chance that they actually end up talking to each other on the phone--so the smart customer gets to deal with idiot service reps and the smart service rep gets to deal with idiot customers. But you have to have the idiotic service reps or the smart ones would lose their goddamn minds dealing with 100x more bullshit, lol.
I mean, do you really expect someone with the mental capacity to truly understand how to troubleshoot shit all while getting paid virtually nothing?
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Soo Rand Paul officially announced.
Looks like this years Republican primaries are going to be as hilarious as last time. Remember Rick Perry being unable to count to three?
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On April 08 2015 01:22 jcarlsoniv wrote:Holy shit and what a MondayTuesday it has become. Completely trashed all the positive energy I had coming out of the weekend. Show nested quote +On April 07 2015 23:23 Alaric wrote:
That's one pretty messed up car, how did he even hit it that way? Oo
Also Soniv, what that karaoke thaaaaat soul-crushing? Oh, it was actually really fun. I met some friends at a bar I had never been to, karaoke started up, I had a couple drinks and just thought "fuck it". Sang New Shoes by Paolo Nutini first - no one knew it, but it's very comfortably in my vocal range and I love the song. Also did Ain't no Rest for the Wicked.
HA FRIGGIN TOLD YOU!
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On April 08 2015 01:33 Doctorbeat wrote:
Soo Rand Paul officially announced.
Looks like this years Republican primaries are going to be as hilarious as last time. Remember Rick Perry being unable to count to three?
Pretty sure Rand Paul is actually aiming for the 2020 or 2024 election, I think he's just getting his name in there for more media time.
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On April 08 2015 01:31 wei2coolman wrote:Show nested quote +On April 08 2015 01:10 TheYango wrote:
I mean, the flip side of that is that 99% of people who call for tech services are actually complete idiots who don't know how to do that stuff.
I'd expect 99.9% of the time, you have idiotic customers calling and getting help from idiotic service reps and it works out just fine. It's just that you have the 1% of customers who actually know what they're doing and the 1% of service reps who know what they're doing, and there's almost no chance that they actually end up talking to each other on the phone--so the smart customer gets to deal with idiot service reps and the smart service rep gets to deal with idiot customers. But you have to have the idiotic service reps or the smart ones would lose their goddamn minds dealing with 100x more bullshit, lol. I mean, do you really expect someone with the mental capacity to truly understand how to troubleshoot shit all while getting paid virtually nothing?
It's not so much mental capacity as skills. Most reps I talk to are probably smart enough to do more, they just haven't been trained to.
But training takes time and money, and makes your reps less dispensable. Moreover, proper troubleshooting takes time and often a lot of it. So companies have two options:
1. Hire a bunch of replaceable cogs who can quickly check off a list and then defer everything to a technician, allowing them to churn through callers quickly and cheaply.
2. Hire or train a bunch of valuable reps who'll spend time trying to resolve the problem before bringing in the technicians, resulting in the need for more reps to handle the same call volume.
#1 is what we end up with because the reps in #2 are more expensive and you need more of them to keep wait times low, and because everyone does #1 we tolerate shit like "the technician will come by on a pale horse after the fourth seal has been opened".
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man, I'm so tempted to just sit here and do fuck all
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United States47024 Posts
99% of calls they get are going to be from tech-ignorant customers who actually do get their problems solved by going down the checklist.
Like, the number of times you have issues that fall in the category of "not trivial enough to be solved on through the service rep's checklist, but not serious enough to actually require a technician if the rep were trained better" is actually incredibly small and not worth the company's time to think about. And even if the issue falls in that category, the CUSTOMER is so unlikely to be tech-savvy enough to properly follow a proficient rep's instructions that the vast majority of the time, it's going to be easier to send a technician to go and do it for them rather than try to walk a stupid ignorant customer through steps they don't understand.
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Today I have nothing planned at work. I'll more than likely go dicking around in the db and see if any things broke. But it won't be. Hopefully I can actually sit down and just think.
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Just when I thought my hobby couldn't get any more expensive, I'm starting to get the urge to travel to events across the country...
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http://www.newegg.com/Product/Product.aspx?Item=N82E16820148696&leaderboard=1
oh man I kinda really want that
my desktop performance has degraded recently and I'm not really sure why - I'm not really good at researching these types of things, but it's quite possible that I just need to update some hardware
I know I need a bigger SSD, I could probably use another TB HDD, my CPU is getting to around 4 years old, so that could probably use some updating...
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On April 08 2015 02:29 Requizen wrote:
Just when I thought my hobby couldn't get any more expensive, I'm starting to get the urge to travel to events across the country...
Welcome to why I stopped playing Games Workshop games.
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On April 08 2015 02:29 Requizen wrote:
Just when I thought my hobby couldn't get any more expensive, I'm starting to get the urge to travel to events across the country...
now matter how cool the fluff is, you've reminded me why I never bought plastic crack.
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EPT
