I work on the IT Helpdesk for an insurance company, and we so support for policyholders using our website to view coverage/track claims/etc. We help with “how to” questions, as well as any errors that come from the web page. However, we are told over and over again to never make changes to a customer’s PC. We don’t support their equipment, and they could make a big stink if we made a change that somehow screwed things up with their network.
*If you can’t get to ANY WEB PAGES WHATSOEVER, I can’t help you. No, our website didn’t break your internet. Yes, I’m sure.
*Some features of the website use pop-ups (which I think is a terrible idea, but that’s a whole other rant). If you have a pop-up blocker, you will need to turn off your pop-up blocker, or add our website to the “allowed” list to use those features. No I can’t tell you how to do that. Not even if you ask me 20 times.
*You turned off IE’s or Firefox’s pop-up blocker, but you also have five different toolbars installed? Yeah, most of those have pop-up blockers too. No, I’m not kidding. No, it’s not our website’s fault that you installed five different pop-up blockers on your computer.
*You had the page set to remember your password, but now it’s gone? Those are stored in your computer as something called a cookie. If you cleared your cookies, or if you’re using the website from a different computer, you won’t have your saved password. Yes, it’s saved on your computer. Yes it is. No, it’s not saved on our servers. No it’s not. No. It’s not. It’s saved on your computer. Yes it is. YES IT IS!!!
*No, I can’t tell you the status of a claim/explain why your coverage has changed/explain why your rates went up/etc. You need to contact your agent for that. Because I don’t have access to any policy specific information. No, it’s not because “I don’t feel like doing it”, I can’t look it up if I want to. Yes, it is my job to “help customers”, but only with technical issues. No, the status of your claim is not a technical issue.