Quote Originally Posted by 'Kissell13',index.php?page=Thread&postID=93579#pos t93579
The first thing I tell anyone on the phone at tech support is that I am extremely pc literate and have tried all the normal resetting the router and modem and pc and crap and they still pull that same shit your guy did to you. Every time I tell ya. Its because thats all they know it to read off the script. Very few have any real pc knowledge. It kinda sux.
It doesn't matter if you're the king of computers, if they ask 2nd line support for advise without first checking everything on their list, then 2nd line is gonna rip them a new one for wasting their time..

Back in the days, I worked as tech support for a company that sold software and to some extend hardware to the real estate dealers. Basicly there were 4 kind of people calling in:

1) The regular employee. Listens, follows instructions, but sometimes a bit clumsy if you ask them to type stuff like front slash and other stuff they rarely use.

2) The bosses. Rarely do what you ask them to do, complains about everything, spend 10 seconds looking for the G key and right click icons with the mouse.

3) The company geek. Some are real nice people and actually team play when you ask them to do stuff. Others cut you out of the loop, lets say you ask them to click start, run and type cmd <enter> you hear them click 24 times and type for 15 seconds straight, and that just leaves you wondering what the hell they are doing.

4) The secretary. My favorite of them all. Highly skilled in using a computer, know where every key is and does EXACTLY what you tell them to do, nothing more and nothing less - it's the next best thing to being on location.

It doesn't matter to a supporter if you are "noob" or "pro", what matters is do you "play ball" or do you go your own ways and leave them hanging? If the supporter have to go through a list, help him or her out by making it smooth, it doesn't take them long to realize you've been down that road before.