March 9th, 2004


Rules of technical support

"Newbies can be good things."

Did you ever wonder whether phone and on-site techs have an unwritten code?
The answer, for the most part, is yes.
For instance, for high-speed internet (cable modem) service:

  • 1. Always push the responsibility back to the customer.

    • Direct the diagnosis from outdoor to indoor, i.e., "not our problem"

    • Never support multiple systems using a firewall

    • Don't support Linux; ask them to try a Windows system if they have both MacOS and Windows

  • 2. Rule out and get out.

    • Phone techs should hook up enough diagnostics to rule out outside line problems, then get the frell out

    • Never give the customer anything but a lay diagnosis

    • Replace modems or sell the customer a new one, but don't mess with anything sustantive such as lines and amplifiers

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Yes, gnubies can be a good thing. ;-)

Some quizzage, from the LJs of aricadavidson and oxbastetxo:

Got this result with two variations:
blue lightdaber
You have earned the Blue Lightsaber. You are
skilled in the ways of the Jedi, and the force
is strong with you. You have a mind of your
own, and sometimes do things your own way, but
always for the good. You are looked up to, by
the young and are strongly respected for your

Which Star Wars Lightsaber Should You Have?
brought to you by Quizilla

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