SOML #007 - Daddy Knows Best *Achievement Unlocked! "I Told You So!"*
We all talk to them; you know, those people who are obviously wrong, but refuse to admit it or take steps to find out that they made a mistake. Well, "Daddy" is supposed to be the tech-savvy guru of the household, and he simply cannot look bad in front of his kids. So what does he do? He calls Playstation support to yell at them for making a bad product.
The call starts with Daddy immediately jumping down my throat about how the PS3 says its sooo compatible with everything, and how it boasts being able to connect, but it won't interface with his receiver. I apologize to him and offer to help him out, but he's insistent he should be compensated for his loss of time. Sensing the tone of his voice, and hearing quiet awe in the background, I realize he's probably a moron, and he's calling to impress someone in the room while laying the blame off of himself. Cute.
So at that point, I cut Daddy off mid-sentence and start engineering the call away from how the PS3 is junk to how this came up in the first place; has it worked before, had he changed systems, and had he been experiencing any other problems? Well, that took him a little off guard, so I decided to push the envelope a little further, saying we can definitely get it in for service, but we need to know exactly what's wrong before we send it in. After he probed, asking why the engineers couldn't do it themselves, I responded by saying we send it into different repair divisions based on the nature of the problem (which is true, but not in this case :P)
So, after a little work-around, I realize the first problem: Daddy didn't configure the PS3 to put out sound through the Digital Optical cable. Quick-fix that he didn't admit to, even though he said he didn't see a red light on the back of his system (indicating the optical was off), and proceeded to "guide him through verifying his settings", which was really my sneaky way of getting someone proud to select the correct menu options by asking if they're already selected.
So, after making sure everything else was good, I'm supposed to jump off the call and say "sorry, try it on another system yourself cause we can't troubleshoot your receiver", but I'm stubborn when people challenge my knowledge and they're a little "derp". I get him to check the settings on his receiver and verify the cable is properly plugged in, to which he replies "I'm not a retard and its not rocket science; of course its in the right place". Well I don't buy it, so I use social-engineering tactic #2: "I want to make sure the cable is the right type cause it may be an incompatible optical type". For anyone who knows tech, that was complete bull, but it works quite well.
Turns out, it was his kids in the background he was trying to impress, and as he was checking the cable connection, they start laughing in the background. Turns out, Daddy forgot to even plug the cable into the receiver in the first place, and his kids were in on it the whole time he was on the phone, since they told him it wasn't connected right. I never knew you could distinguish a hang-up's emotion before, but the way the phone disconnected sounded obviously angry.
The call starts with Daddy immediately jumping down my throat about how the PS3 says its sooo compatible with everything, and how it boasts being able to connect, but it won't interface with his receiver. I apologize to him and offer to help him out, but he's insistent he should be compensated for his loss of time. Sensing the tone of his voice, and hearing quiet awe in the background, I realize he's probably a moron, and he's calling to impress someone in the room while laying the blame off of himself. Cute.
So at that point, I cut Daddy off mid-sentence and start engineering the call away from how the PS3 is junk to how this came up in the first place; has it worked before, had he changed systems, and had he been experiencing any other problems? Well, that took him a little off guard, so I decided to push the envelope a little further, saying we can definitely get it in for service, but we need to know exactly what's wrong before we send it in. After he probed, asking why the engineers couldn't do it themselves, I responded by saying we send it into different repair divisions based on the nature of the problem (which is true, but not in this case :P)
So, after a little work-around, I realize the first problem: Daddy didn't configure the PS3 to put out sound through the Digital Optical cable. Quick-fix that he didn't admit to, even though he said he didn't see a red light on the back of his system (indicating the optical was off), and proceeded to "guide him through verifying his settings", which was really my sneaky way of getting someone proud to select the correct menu options by asking if they're already selected.
So, after making sure everything else was good, I'm supposed to jump off the call and say "sorry, try it on another system yourself cause we can't troubleshoot your receiver", but I'm stubborn when people challenge my knowledge and they're a little "derp". I get him to check the settings on his receiver and verify the cable is properly plugged in, to which he replies "I'm not a retard and its not rocket science; of course its in the right place". Well I don't buy it, so I use social-engineering tactic #2: "I want to make sure the cable is the right type cause it may be an incompatible optical type". For anyone who knows tech, that was complete bull, but it works quite well.
Turns out, it was his kids in the background he was trying to impress, and as he was checking the cable connection, they start laughing in the background. Turns out, Daddy forgot to even plug the cable into the receiver in the first place, and his kids were in on it the whole time he was on the phone, since they told him it wasn't connected right. I never knew you could distinguish a hang-up's emotion before, but the way the phone disconnected sounded obviously angry.