Adventures in Tech Support (Ep. #33: The unsupportive tech)
I tried to update my website a few days ago, and I encountered a problem with the FTP server. Whenever my FTP client tried to retrieve a LIST of files in my directory, the server would timeout. I tried updating from the web interface, but when I tried to upload files, that would timeout.
So, I sent an email to tech support.
You should know, dear friends and other readers, that ISP tech support crews where I live generally ASSUME that the problem is on the user's end. Now, I understand that tech support people frequently have to deal with Clueless(TM) idiots much of their day, but they shouldn't assume that every customer is one (Incidentally, when I was on dial-up at home, I had a wonderful tech support guy. If I'd call him to say I was having trouble with a server, he'd say, "I'll check the server. It may need *X*." He never assumed the problem was at my end if I didn't indicate I thought it was. That company got a new tech shortly before I went to cable (which wasn't, BTW, why I left... Cable... feel the rush. How I miss it)). Anyway, I got a reply to my email AFTER the FTP server started functioning normally again.
I love how tech support at this company, which shall remain nameless, fixes the problem and then replies to my emails in the most useless manner possible. So, here it is:
"Unfortunately, due to the nature of your request we will need for you
to speak with a Tier 2 phone support representative. This problem will
require them to go over some diagnostics procedures and possible system
configuration checks/changes with you to help determine the full extent
of the issue. We are available 24 hours a day, 7 days a week."
"Or
Reply to this email with three different dates and time frames and
we'll be happy to call you and transfer you to level 2."
I think it important that I should mention, at this point, that while my ISP (and its associated tech support) is in North America, I am in Europe. We will see Satan on ice skates before their tech help makes a trans-Atlantic phone call for tech support. I might make one, if things got dire enough, but they certainly wouldn't.
I know the problem wasn't at my end for two reasons: 1) My configuration hadn't changed, so unless they've done something at their end, it's not my fault. 2) The server magically started working again the next day, I think (after I'd tried repeatedly to do my update for over an hour). It might have been the same night.
Just another case of a company not listening to its customers. Yeesh.
So, I sent an email to tech support.
You should know, dear friends and other readers, that ISP tech support crews where I live generally ASSUME that the problem is on the user's end. Now, I understand that tech support people frequently have to deal with Clueless(TM) idiots much of their day, but they shouldn't assume that every customer is one (Incidentally, when I was on dial-up at home, I had a wonderful tech support guy. If I'd call him to say I was having trouble with a server, he'd say, "I'll check the server. It may need *X*." He never assumed the problem was at my end if I didn't indicate I thought it was. That company got a new tech shortly before I went to cable (which wasn't, BTW, why I left... Cable... feel the rush. How I miss it)). Anyway, I got a reply to my email AFTER the FTP server started functioning normally again.
I love how tech support at this company, which shall remain nameless, fixes the problem and then replies to my emails in the most useless manner possible. So, here it is:
"Unfortunately, due to the nature of your request we will need for you
to speak with a Tier 2 phone support representative. This problem will
require them to go over some diagnostics procedures and possible system
configuration checks/changes with you to help determine the full extent
of the issue. We are available 24 hours a day, 7 days a week."
"Or
Reply to this email with three different dates and time frames and
we'll be happy to call you and transfer you to level 2."
I think it important that I should mention, at this point, that while my ISP (and its associated tech support) is in North America, I am in Europe. We will see Satan on ice skates before their tech help makes a trans-Atlantic phone call for tech support. I might make one, if things got dire enough, but they certainly wouldn't.
I know the problem wasn't at my end for two reasons: 1) My configuration hadn't changed, so unless they've done something at their end, it's not my fault. 2) The server magically started working again the next day, I think (after I'd tried repeatedly to do my update for over an hour). It might have been the same night.
Just another case of a company not listening to its customers. Yeesh.