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Bob Morales posted:This is what I think of when people talk about "HOW PROGRAMMERS ARE GENIUSES OMG SO SMART SUCH WOW" From my time in Geek Squad and helldesk, every single person that felt the need to tell me they were a 'computer guy' that was actually a programmer (usually because they didn't like or disagreed with what I was saying or doing) were levels of magnitude worse to deal with than bog standard users. It's like their brain is so full of brackets and braces that it actually pushed out any general computer knowledge. Given that the problems were frequently software, it made me wonder how these people were able to deal with bugs or other problems in their code. They always jump straight to the worst case scenario (if they are even in the ballpark of the problem), argue if what you say/do is not in line with what they think, and some apparently never learned basic hardware names and functions. WHY THE gently caress ARE YOU CALLING ME IF YOU KNOW WHAT TO DO? I won't say they are worse to support than C-levels, but they are dumb as hell. Up there with doctors and teachers.
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Jun 2, 2018 18:27
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MANime in the sheets posted:From my time in Geek Squad and helldesk, every single person that felt the need to tell me they were a 'computer guy' that was actually a programmer (usually because they didn't like or disagreed with what I was saying or doing) were levels of magnitude worse to deal with than bog standard users. It's like their brain is so full of brackets and braces that it actually pushed out any general computer knowledge. from my time as a pc tech and tech support, the only ones worse were network engineers.
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Jun 2, 2018 18:28
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MANime in the sheets posted:Given that the problems were frequently software, it made me wonder how these people were able to deal with bugs or other problems in their code. They always jump straight to the worst case scenario (if they are even in the ballpark of the problem), argue if what you say/do is not in line with what they think, and some apparently never learned basic hardware names and functions. WHY THE gently caress ARE YOU CALLING ME IF YOU KNOW WHAT TO DO? This also true in the opposite direction. Tech helpdesks are the worst because they all think they know everything and are gods gift to users. Almost every helpdesk I’ve ever called for hardware failure requires me to jump through all the hoops, even when I told them all the different ways I tried to get it working again. The reason for calling is that I need my hardware replaced and that’s only way how to do that, not because I need help getting it to work.
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Jun 2, 2018 18:44
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It’s not DNS. There’s no way it’s DNS!
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Jun 2, 2018 18:44
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LochNessMonster posted:This also true in the opposite direction. Tech helpdesks are the worst because they all think they know everything and are gods gift to users. Helpdesk has hoops to jump through through for hardware replacement too - we have boxes to check, managers to appease, and then the manufacturer to convince. You may know what you're doing and have the problem identified, but helpdesk gets people CONSTANTLY like that who are totally wrong. There's no way they can know who actually does. If a user had told me his HDD was bad and needed replacement and I just did it without troubleshooting on my own, I'd probably get written up. In GS, a lot of that goes out to depot repair, and if it's not actually the drive, the store gets charged for shipping and labor.
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Jun 2, 2018 18:52
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MANime in the sheets posted:Helpdesk has hoops to jump through through for hardware replacement too - we have boxes to check, managers to appease, and then the manufacturer to convince. You may know what you're doing and have the problem identified, but helpdesk gets people CONSTANTLY like that who are totally wrong. There's no way they can know who actually does. And even people who do know what they are doing decide to skip basics and the lie about it. Its the old 'I totally rebooted 5 minutes ago?' 'Then why is your uptime 6 months?' exchange, and since its the norm, not the exception, anyone on the phones has to go through all the steps even if they do believe you.
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Jun 2, 2018 19:10
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22 Eargesplitten posted:It’s not DNS. There’s no way it’s DNS! Ron Howard: "It was DNS."
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Jun 2, 2018 19:21
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MANime in the sheets posted:Helpdesk has hoops to jump through through for hardware replacement too - we have boxes to check, managers to appease, and then the manufacturer to convince. You may know what you're doing and have the problem identified, but helpdesk gets people CONSTANTLY like that who are totally wrong. There's no way they can know who actually does. I know how it works, I’ve done helpdesk myself. Both sides of the medal are equally crap though. When I call to get a monitor replaced and say: - it won’t turn on, no (blinking) light when i press the power button. - all cables are firmy attached. - tried different power and hdmi/dvi cables that work on another screen. - tried a different power socket And your first question are: - did you turn it on - is the power cable in Then you’re a retard, no matter how many boxes you need to check or approvals you need to get.
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Jun 2, 2018 21:29
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LochNessMonster posted:I know how it works, I’ve done helpdesk myself. Both sides of the medal are equally crap though. did you never get blatant liars when you were on helpdesk? The guys who call, say they already checked the outlet, and tried to turn it on, tried different cables, every, yet when you make up a troubleshooting step("I need you to unplug it for 30 seconds to lets the capacitors cool!") they instantly go "oh, it works now!" users lie, and that means everyone on the user end of the phone has to be treated like an idiot liar and made to actually take the steps.
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Jun 2, 2018 23:03
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LochNessMonster posted:I know how it works, I’ve done helpdesk myself. Both sides of the medal are equally crap though. Hah hahahahaha oh gently caress you've never had a user directly lie to you about that? I had a user claim her phone wasn't working, it was plugged in, yadayda I even asked her to unplug it and plug it back in. Walked to her desk and found that the fucker wasn't even plugged in after she had straight up lied to me that she had unplugged it and plugged it back in. She was red as all hell with embarrassment. Sadly this sort of thing has not been unusual for me. On Friday last week I had a user claim her monitors werent working. Turned them on, turned them off, unplugged them, reseated the cables, etc. I walk over and her fuckin dock was unplugged. We go through those procedures for a reason.
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Jun 3, 2018 01:51
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we have had posters in this thread brag about how they lie to helpdesk while raging about how helpdesk makes them jump through hoops. people who get pissed about the hoops will never realize they are the reason the inconvenience exists in the first place
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Jun 3, 2018 01:54
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You seem to be forgetting that goons are infallible therefore the idiot on the other end of the phone is always wrong and deserves zero respect.
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Jun 3, 2018 02:12
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What happens if the person on the other end of the phone is also a goon?
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Jun 3, 2018 05:03
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That’s basically the only reason I’m polite to support people, fear of being the subject of a rant in this thread.
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Jun 3, 2018 05:08
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Super Soaker Party! posted:Or mine supporting UBNT in an actual tricky WiFi environment, i.e. downtown SF? I’d wager that nothing is worse for WiFi than Union Square
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Jun 3, 2018 05:24
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22 Eargesplitten posted:What happens if the person on the other end of the phone is also a goon? I'm sure a supplier I deal with is a goon as emails I'm CCed in about requests within his company have 'Do the needful' Unrelated, but someone at a home appliance parts company really enjoys making 'jokes' it seems. I ordered some new oven knobs for home and they come as a two peice with a 'skirt' with the actual numbers/functions on them. From their official email account my order confirmation showed the items I bought with a note "Your Thailand Special is on the way". Took me a moment to get it: 'skirts with knobs'... oh a tranny joke. Very racist/discriminatory but I nearly choked on my coffee when I read it.
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Jun 3, 2018 05:24
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Humphreys posted:I'm sure a supplier I deal with is a goon as emails I'm CCed in about requests within his company have 'Do the needful' 50/50 goon or Indian from India.
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Jun 3, 2018 06:14
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RFC2324 posted:did you never get blatant liars when you were on helpdesk? The guys who call, say they already checked the outlet, and tried to turn it on, tried different cables, every, yet when you make up a troubleshooting step("I need you to unplug it for 30 seconds to lets the capacitors cool!") they instantly go "oh, it works now!" I got plenty of liars and understand why the procedures are there. I never made them recheck all the things they said they tested though. I did mention that if we replaced the item and it appeared to be one of the things that could’ve been solved by testing it, they will be billed for time and materials (and I’d need that agreement in an email). The pro users usually said “sure, I’m 100% certain it’s not one of these things” while the liars responded with either walking through the steps with me or not accepting the option of getting billed (which required me to walk through all the steps with them). The few times when liars got busted and their department got billed, their managers got involved and were really pissed off. We never got any blowback from that because we always had a mail claiming the user had performed steps x, y and z when it was pretty obvious they hadn’t.
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Jun 3, 2018 10:10
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RFC2324 posted:users lie
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Jun 3, 2018 10:19
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22 Eargesplitten posted:What happens if the person on the other end of the phone is also a goon? The psychic goon link would prevent one goon from ever calling another for tech support.
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Jun 3, 2018 14:10
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dragonshardz posted:50/50 goon or Indian from India. There's actually a lot more Indian people out there, but by body mass you're about right.
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Jun 3, 2018 15:57
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LochNessMonster posted:I got plenty of liars and understand why the procedures are there. I never made them recheck all the things they said they tested though. I did mention that if we replaced the item and it appeared to be one of the things that could’ve been solved by testing it, they will be billed for time and materials (and I’d need that agreement in an email). Internal service desks dont get to bill (at least everywhere i've worked) So mostly I just think about how much I hate X user and glare at them.
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Jun 3, 2018 20:42
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Our new ERP system is starting to look like our old one with redundant and useless fields What are some ways to bring some sanity to this mess? I almost want to make some spreadsheets of eat database table and do the old “what the gently caress is this field for, do we really need it, and should we consolidate it with other fields?”
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Jun 4, 2018 02:26
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Bob Morales posted:Our new ERP system is starting to look like our old one with redundant and useless fields Train users to standardize practice and refuse to let them make changes to the erp without going through a change advisory board who update standard practice with each well thought out and validated chahahahaha There's no saving you.
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Jun 4, 2018 02:38
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Judge Schnoopy posted:Train users to standardize practice and refuse to let them make changes to the erp without going through a change advisory board who update standard practice with each well thought out and validated chahahahaha "To increase efficiency in the workforce, all change requests will now be emergency changes." "To increase efficiency in the change advisory board, all emergency changes will be approved without review."
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Jun 4, 2018 03:11
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CrazyLittle posted:I’d wager that nothing is worse for WiFi than Union Square Yup, this was on Geary a block away from Union Square. Good loving times. gently caress that company.
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Jun 4, 2018 03:37
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I got very mad at people lying to me when I helldesked. I have boxes to check, yes I know you want to speed this up, my boxes take 4 minutes at most to check. If four minutes of your time is too valuable, then gently caress off and get someone else to call me. On an "actually pissing me off today" note: New girl just mentioned that she takes pride in coming into work when she's sick.
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Jun 4, 2018 10:20
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dragonshardz posted:Compared to consumer-grade poo poo where intelligent handoff, bonded 2.5/5, and mesh networking is still a rarity? It is loving magic. I’d argue it is not the appropriate answer for hands free homes, or large enterprise. It has a niche. But just because it has a bunch of nerd knobs doesn’t make it better. Touching all the nerd knobs also doesn’t help if you don’t know what you’re doing. I am having ptsd flashbacks to people putting DD-WRT on their routers at max power and loving with framing for more “range” .
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Jun 4, 2018 13:35
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Trying to get an 'engineer' to describe what a monitor cable looks like (DVI vs DisplayPort) CAN YOU DESCRIBE WHAT IT LOOKS LIKE TO ME
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Jun 4, 2018 13:41
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Hmm I don't know how i would describe it tbh. (dvi) has pins and the (displayport) looks like an hdmi cable is probably what i would come up with
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Jun 4, 2018 13:44
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Sefal posted:Hmm I don't know how i would describe it tbh. I'd be happy with 'It's a wide, white connector with a lot of pins on it'
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Jun 4, 2018 13:50
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Sefal posted:Hmm I don't know how i would describe it tbh. If I can't do 'Apocalypse Now' in Pictionary, I ain't going to be able to describe a cable. These days, I google any/all or look it up in the Amazon app.
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Jun 4, 2018 13:53
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dogstile posted:
That usually gets a passive agressive: “ah so you’re one of those people who think their work is important enough to warrant making a whole team sick”. That said, I’ve had co workers that called in sick 3 times a month because “they felt a possible headache coming up” or sneezed 3 times in a row. Those people are just as bad.
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Jun 4, 2018 13:59
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Super Soaker Party! posted:Yup, this was on Geary a block away from Union Square. Good loving times. gently caress that company. Among the many, many things I hated about my previous job, trying to explain frequency congestion to rich people was near the top. Actually, 90% of the things I hated involved trying to explain X to rich people.
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Jun 4, 2018 15:03
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HR has requested we no longer call the cell phone extender 'the cancer box'
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Jun 4, 2018 16:09
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Bob Morales posted:HR has requested we no longer call the cell phone extender 'the cancer box' Use Tumor Tower from now on.
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Jun 4, 2018 16:12
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LochNessMonster posted:That usually gets a passive agressive: “ah so you’re one of those people who think their work is important enough to warrant making a whole team sick”. Meh, I say take a break when you need one. It's not their fault that we as a culture have this insane notion of work as a virtue in and of itself, so people feel like they have to invent reasons to take the time they're entitled to. Now, if they're not getting their poo poo done or seriously disrupting the rest of the team due to chronic unplanned absences, that's something else again.
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Jun 4, 2018 16:12
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Che Delilas posted:Meh, I say take a break when you need one. It's not their fault that we as a culture have this insane notion of work as a virtue in and of itself, so people feel like they have to invent reasons to take the time they're entitled to. Now, if they're not getting their poo poo done or seriously disrupting the rest of the team due to chronic unplanned absences, that's something else again. This. Especially in the summer months. I'm sorry but if the weather is nice and my family wants to take a drive to one of the local state parks and enjoy the day I'm drat straight going to call in. Luckily my company understands this and I can say "I'm taking vacation today because it's nice out" but I totally understand that many workplaces are not as flexible or understanding. Companies need to staff with absences in mind, not as exceptional events.
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Jun 4, 2018 16:31
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Sadly i'm the only IT guy and my boss is still very much "your rear end needs to be in a seat all the time". He's lightening up a little bit now that he's realised how much time and money i've saved him, but its gonna be a looooooong road. I wish i could just say "hey its nice out and i've got nothing urgent on, ttyl bai".
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Jun 4, 2018 16:52
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PremiumSupport posted:This. Especially in the summer months. This is something we've had to beat into management over the past couple years. We're the only 24/7 team in the entirety of the company, and when I was hired in it was staffed by 7 people. We're up to 16 now, thankfully, and people can start burning off the 200+ hours of pto we have.
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Jun 4, 2018 16:52
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