I did this on another blog a while back, and decided to update it with what is driving me nuts now. This is what happens on a regular basis, and drives me (and others) absolutely nuts. If you are a constant offender of one of these you should make a change, mainly because it will make your life easier. Being easy to work with makes tech support’s job simpler and allows techs to complete the work they need to do faster, getting you right back to work.
1. Take over control when we are in your computer
—When know exactly what you have explained to us, and exactly how to fix it. Unless we ask you to do something, please let us drive.
2. Undo my or another tech’s work
—We did what we did to your PC previously, because it worked. When you call back with the same issue and say we didn’t fix it? You’re still gunna pay.
3. Insist what your “cousin in IT said” was true
—Sure, some people have a cousin or two who work in IT. But their networks may be different than what you have. We generally know your systems better than others, let us prove it.
4. Blame the issue on something we did previously
—If we did something previously, and it fixed nothing, that’s on us. But if we fixed something, and after working for a while something else crops up? That’s not our fault. We don’t go out of our way to break things.
5. Lie to us about the problem
—If you want us to fix your problem, tell us the truth. If your porn habits are so bad that we are cleaning your PC every week, you realize we CAN tell right?
6. Ask the “Quick Question”
—It’s NEVER a quick question.
7. Lack the necessary information
—If this issue has been occurring for weeks, why haven’t you taken screenshots? Don’t submit a ticket and say “Well, it’s not doing it now!” That doesn’t help us figure out the issue.
8. Give too much information about the issue
— Yes, we don’t like when you give us too little, but too much is just as bad. If you spend 5 minutes explaining the issue and it’s simple, you’re wasting our time. Give us a quick rundown, and then we will ask questions if we don’t have the full picture.
9. Take control of the conversation
—If I’m explaining something to you, please don’t try and talk over me or correct me, I know what I’m talking about and want to convey something to you. Chances are, it’s important and you not listening means you’ll have to call me back later.
10. Email us directly
—I’m busy most days keeping up with the tickets I currently have already. If you email me directly, I will likely forget about or lose track of that email. Submit a ticket, and you’ll get a better response time.