this post was submitted on 23 Jul 2024
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I do tech support on the phone.
When I can't take remote control, the person on the other side is not following instructions, and they just keep repeating "no, not working!" while trying multiple things one after another, that I can't see.
Like, I can understand not being good with technology, I'll be patient. But if I tell them to try loading the site in a private/incognito window and they're telling me "but I tried in Firefox and it's not working", it's not what I'm asking them to do. And if they're like "wait, I'll try again in Chrome" then repeat "nope, not working!", it's still not what I'm asking them to try!
On a related note, error messages. When I ask you what it says, tell me what it says, not what you think it means. If it meant what you thought it meant, you wouldn't be asking me for help.
I got a ticket for a remote site that said "there's an error message and the computer doesn't start" . there was no clarification what the error message actually said.
I spent about 20 minutes driving out there, turn the computer on:
"System battery voltage low. Press F2 to continue"
I did not have a battery with me. If they just said what the error was, I would have brought a battery with me. Now they have to wait for another tech to be scheduled to drive out to this location which could be a week later.