Quote:
Originally Posted by haertig
And it's so funny how many of them do not even know what their scripted items entail.
Them: "Can you reboot your computer?" (which doesn't have a whole lot to do with a frozen Kindle, BTW)
Me: "Sure, I'll do that now." (0.72 seconds later) "Done." (they have no clue what a typical reboot time is evidently)
For the really stubborn ones who keep insisting on ridiculous, redundant and unrelated things to try, I'll strike back with some techno-babble:
Me: "Now that I've changed what you said, it's prompting me to reconfigure the TCP/ISP pre-handshake packet fault re-transmit limit ratio because it's now incompatible with the init sequence. What should I set that to?" 
Them: "???, let me transfer you to our tier 2 tech support, just a minute please..."
I realize that probably most customers who call in are clueless and need the hand-holding of a script reader. But I wish they'd train the script readers to at least recognize an incoming customer with a brain, and respond accordingly (which probably means immediately transferring them up a few rungs of the support ladder). When the customer starts out the conversation with "I have the latest firmware installed, tried the factory reset, de-registered/re-registered the device, and just now tried the long-power-button reset again..." they shouldn't start over from the beginning and tell you to re-do all that stuff again. |
FWIW, most customer service first tier are instructed not to turn you over to either a supervisor or the next tier unless you ask if at all possible, so ask if you think they aren't understanding the situation