My friends have been telling me lately that I know more than the tech support people they talk to do, which is no surprise to me and which is flattering…until I need tech support myself. Then it is frustrating as hell.
I’m not going to sit here and type out the whole, dull story…suffice it to say this: it took 45 minutes, two supervisors, and 5 separate conversations for me to impress upon the “experts” at Pacific Bell that if I receive multiple emails from “firstname.lastname@example.org” informing me that my messages have been undeliverable for x days, but that they will continue to try to send them, then * the fact that I use Eudora is completely beside the point. *
A Texas twang repeatedly saying “I’m sorry, Ma’am, we don’t support Eudora, you’ll have to go to this web page…”
This has nothing to do with my settings. My email is in fact getting to the destination some of the time. Doesn’t that tell you that the problem does not lie with my program settings?"
“Ma’am, can you use your browser to surf the net?”
“Well, then, it’s not us, ma’am, everything here is fine”
“No, it’s not. HTTP and mail are completely different protocols - the mail server is separate. The fact that I can use Internet Explorer does NOT mean you can conclude that all is well with your mail server. Can I talk to an expert, please?”
“Well, ma’am, we are experts.”
I do understand that highly trained people with an in-depth understanding of the hardware and software don’t come cheap and are generally not necessary. These people normally are answering questions from clueless newbies. But don’t you think the SUPERVISORS ought to have a few extra clues?
Then a day after this fiasco, I had this email exchange with NetFlix (which completely rocks, by the way. If you own a DVD player, check it out!)
What happened to the list of upcoming movies? It used to be
hundreds of movies long, several pages. It’s down to about 75 or
100 movies on only 2 pages. Does this mean you are actually buying fewer movies, or that you have made changes to the list in some way?
Thank you for contacting NetFlix.com customer support! To view more of
the Upcoming Releases, select “Upcoming Released” from the “Category”
pull down menu. The first page will display the first (50) titles only.
To view more upcoming released, click on the “Show the next 50” click
located that the bottom of the page.
Didn’t I say that I used to be able to see several ** PAGES ** of movies? Doesn’t that imply that I know how to follow the links to additional pages? Isnt’ it obvious from my email that I already know how to find the list of upcoming movies? Why are they talking to me like I’m an idiot?
I eventually got someone to understand my question and respond, but I am so sick of these rote answers to expected questions…how about fucking LISTENING, ok? Don’t assume that just because I am a consumer with a question that I am a STUPID consumer with a STUPID question, ok?
If anyone here on the SDMB works in tech support…please, do something about this!