Tech Support Life

As I've stated in previous posts here I am a technical support representative for a telecommunications company. Sometimes people astound me. I never knew there were so many people who didn't know colors and shapes, nor did I know there were people in this world that had such anger management problems. When you ask someone to plug the blue cable into the blue square it should NOT take an hour. And the customer who is supposed to be a Business Man (trust me the Business Men like to tell you how inconvenienced they are by having to do this, and that they own a BUSINESS) can not follow very simple instructions. We have taken the instructions down to wear a 7 year old can follow instructions, in fact I have had some people PUT their 7 year old on the phone with me before. Everything is color coded, it is a very simple process. If I ask them to plug their phone cable into the telephone this is not new technology, people have been doing for many, many years.

Scenario 1: If your Internet is not working your VOIP system will not work either. If you look at your Modem and you see blinking Internet light or a RED power light you have no Internet.

Scenario 2: If you are not with the system we cannot troubleshoot it. You need to be at your system for us to assist you. And please do not PRETEND you are there, if you lie and tell us you are at the network, and we start to ask you to do things for us, we can see when they are being done and when they are not.

Scenario 3: If you do not know colors, shapes, or how to follow basic instructions, then troubleshooting will be difficult. If I can walk a 92 year old man through troubleshooting and HE can do it, then you definitely can, especially if you are telling me that you are very proficient with a computer.

Scenario 4: Please do not scream at us. Please don't threaten to sue us. We are not your worst enemies we are trying very hard to work with you and correct the issue you are having, but we do need some cooperation. You are our eyes and our hands, in order for it to work properly we do need you to do the things we ask.

I promise I have a sense of humor, we can get the issue resolved and we can help you. That is why we are here after all.

But seriously, how hard is "Plug the blue cable into the Blue square?" Really??