If you’ve ever worked in tech support, you’ve probably lived this.
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I feel your pain Bob. Do you look like a jerk and hopefully get it thru their thick heads they are causing the problems, or do you safe face and just continue to repetitively fix the issue over and over again. Definitely a double-edged sword.
Being in IT I find myself constantly having to say some variation of “Oh, it’s OK, things like this just happen.” or “It’s not your fault, I’ll get it fixed and you’ll be good as new.” While I’m thinking, “YOU IDIOT!! How many times do I have to fix the same issue you keep causing!” You definitely learn early on after many moments like what Bob is experiencing how to approach users so you don’t make them feel stupid, but inevitably you will find yourself sighing or making a look one day that just sets them off and they tag you as a jerk.
My favorite blame game scenario is when you are called in to fix an issue, you get that problem fixed and then 2 months later they call you back out for another problem and always start off with saying, “I didn’t have this problem until you did what ever you did the last time.”, as if you purposely screw something up. I’ve got in the habit now of just laughing along with them and telling them, “Yeah, I like to put little bugs in the system…consider it Job Security.” As long as their is someone who’s gonna fix their problem they will always have someone to blame cause we all know…It’s never their fault.
How many unplugged computers do you have to deal with?
You should have him install depthfroze (deepfreeze) on the computers to stop the problems from happening too often. Only it messes up and gets installed on the servers instead thus making all the spiders’ work not any good so he has to fix it and he does by installing ubuntu which breaks Footle’s new OS making him get slapped by the woman working on it.
Just a thought. :P
This friday, my sisters laptop froze. Turns out she hasn’t performed any maintenance of any kind since december 2009. It is of course my fault that she hasn’t done it, because I never told her to.
I can’t stop wondering if next time anything remotely bad happens, it will be my fault for not telling her it might happen.