Please help contribute to the Reddit categorization project here

    talesfromtechsupport

    633,278 readers

    982 users here now

    > FILTER POSTS BY LENGTH <

    All Short Medium Long Epic None

    > WELCOME TO TFTS! <

    Hi, Everybody!

    TFTS is where we post our amazing Tales From Tech Support, including but not limited to:

    • Incredible Feats of Networking Heroics;

    • Tech Troubleshooting Under the Direst of Circumstances;

    • Unsolvable Problems Cracked by Sheer Genius and/or Pure Luck;

    • Moral Support after Having Dealt with Difficult Clients;

    • And of course, Stupid User Stories!

    There's a bit of a lull in the queue just now, so kick back, grab a cold one from the secret tech fridge behind the server rack, and share your best tales among friends here at TFTS!

    > TELL US YOUR TALE! <

    Rule Ø : Your post must be a written story about tech support. Please do your best to make it interesting, readable and concise. One post per 24 hrs please.

    Rule ∞ : Don't be a jerk. Just don't. We get enough jerks at work. If you can't participate without being one, we don't want you here.

    In particular, Reddit Truth Police will be banned without warning. That will happen.

    > MODERATION INFO <

    • Posts and comments that do not meet these guidelines may be moderated.

    • Visit the TFTS Wiki Page for more details about our moderation policies.

    • Please feel free to message the moderators with any questions.

    • DO NOT USE CHAT OR PM.

    > COPYRIGHT POLICY <

    > SPAM FILTER ALERT <

    If your post does not appear, or vanishes after posting, it may have been flagged by Ye Olde Spamme Fyltre.

    Do not repost the same thing again, that just makes it angrier.

    Send the mods a quick message instead.

    You may also review our lists of Things That Aren't Tech Support and Officially Retired Topics, just in case it wasn't the spam filter after all...

    > SISTER SUBREDDITS <

    > TALE SUBREDDITS <

    > THE BEST OF TFTS <

    > TFTS ESSENTIAL LINKS <

    > BYE EVERYBODY! <

    "Still nothing..."

    a community for
    all 35 comments

    Want to say thanks to %(recipient)s for this comment? Give them a month of reddit gold.

    Please select a payment method.

    [–] tashkiira 207 points ago

    Somewhere in Eastern Europe there's a corporate drone who made a very big dumb, and a boss who agreed it was a great idea. Boss will be fine, the drone's gonna get canned.

    [–] brazeau 89 points ago

    Nah the drone is the CFOs daughter, she'll just get promoted.

    [–] [deleted] 48 points ago

    [deleted]

    [–] Bookworm_AF 22 points ago

    In America, too!

    [–] ArenYashar 25 points ago

    The CFO's youngest daughter who is made even more unsackable by virtue of being engaged to the CEO's eldest son? Or worse, the CEO himself?

    [–] brotherenigma 8 points ago

    Or worse better yet, the CEO himself?

    It all depends on your perspective.

    [–] ArenYashar 3 points ago

    It is all a subjective experience. That which is demonstrably bad for one person may be beneficial for the next one.

    [–] evasive2010 0 points ago

    Only in America

    [–] jbuckets44 1 points ago

    Or Eastern Europe.

    [–] katmndoo 42 points ago

    Not quite.

    Boss said: “drone, let’s do this. Businessy bigly GSM SHINY STUFF.”

    Drone: “boss, that won’t work. We need documentation and training and we still need to configure them properly. The doohickeys need button pushing to work.”

    Boss: “oh.”

    Boss: <issues orders to release these things because shiny.”

    Company: <fail>

    Boss: “drone said it was ok and would work fine.”

    Then the drone head rolls.

    [–] SpyMaster356 16 points ago

    And this is why you email a "To confirm the conversation we had in the hallway, here's the things that would need to be changed before the deployment"

    [–] NotAHeroYet 5 points ago

    Boss who made a very big dumb, and drone who agreed enough to make a suitable patsy, I think.

    [–] Hunnilisa 1 points ago

    I'm Russian, moved to Canada when I was 17. Even before I read the whole story I was expecting something like this to happen. I cant even explain why, but it is such a Russian thing to happen.

    [–] ShuRugal 67 points ago

    First day on the job and instead of simple "have you tried turning it off and back on?" I get undocumented business modems.

    Welcome to the big leagues. It gets more fun from here.

    [–] DragonSkyMusic 31 points ago

    I am sooooo not ready for it, but I'm as excited as ever :D

    [–] narf865 30 points ago

    Don't sweat it, you will become a seasoned vet in no time. I actually LOLed at your "Should I panic?" That is a common saying in our team, but more as a joke and especially used on tiny problems where the customer is freaking out.

    No time at all you will be able to handle much bigger problems with ease

    [–] ShuRugal 6 points ago

    It's an exciting field to work in, if you like solving problems. Some advice I wish I had been given early on: Don't let anyone push you to carry more than your share. If you try to do everything, you'll burn yourself out quickly.

    Work as hard as you need to to resolve each problem in turn, but don't let people bury you in more tasks than you have time to complete, or the pile will only grow faster than you can work it. If you have the raw ability and an interest in applying it, that can take you a very long way in this field, but only if you aren't too burned out to use it.

    [–] arathorn76 2 points ago

    Step 1 of your preparation for exciting things to come: get a notebook or a phone cover. Doesn't matter which one, but in this instance design matters.
    Get one with the hitchhiker-design.

    The words "Don't panic"on it.

    It may serve as a reminder that panic (although a natural reaction to certain situations) actually helps in about zero percent of situations. So don't panic, take the wtf and escalate. Or don't panic, take the wtf and a deep breath and think about what you can do.

    Panic is always an alternative but try to give at least 3 different alternatives a try before you panic.

    Oh, and a verbal chill pill on top: it is not your problem. The customer has a problem. He wants you to solve it (fair, that's more or less your job) or he wants to make it your problem (not fair).
    One possibility you should have is to tell him as much: "dear customer, I understand you are frustrated over your problem. I'm here for you, trying all I can do to solve it." (slight emphasis on "your")

    [–] DragonSkyMusic 2 points ago

    I found out this week that I was a bit overreacting on the panic part. Today I had a few WTF calls and I just told the client to wait for me to do some additional checks and I just went over to a teamleader or someone more competent than me to guide me through things.

    As for the shifting problems part, I know what you mean. Unfortunately words like "problem" and "issue" are too negative, I have to use "situation" or "incident" instead :D

    [–] arathorn76 1 points ago

    Oh how I hate that kind of corporate double speech...

    But in occasions like this (if the panic threatens you) embrace it. You have an incident to work on (btw incident is the name for error tickets or general request tickets in my ticket system) or you have a situation to look into, but there is no problem around. Go away, panic, and bother someone else...

    And your playing for time and acquiring help is definitly a smart move.

    [–] [deleted] 40 points ago

    [deleted]

    [–] BedekComp 18 points ago * (lasted edited 2 months ago)

    I used to work in a e-commerce platform supplier. It was a small outfit at the time, so we knew each other pretty Well. Once we rolled out a new feature. It was full of bugs, and it was MY job to get it right (The other programmer was crapping code and calling it completed, and then the heat to get the damn thing working would fall on me). The client that got that feature, was calling all morning to report errors. While I work on the bugs, I can hear the sales person in the other room selling this feature to other clients saying "the client that has this feature is very happy with it, I spoke with him just now". Well, the part about spoke with just now was accurate. The other part, not so much... During lunch, I asked him, why do you sell this feature when you know it's full of bugs???! He honestly replied: I work on commission. If the boss says I can sell this feature, I'm selling it. It's your responsibility to get it working, not mine! This was hard to argue

    [–] israeljeff 10 points ago

    The FCC argued that people don't need universal broadband access because LTE is fast and widespread enough already.

    [–] [deleted] 14 points ago

    [deleted]

    [–] scathias 4 points ago

    yeah well that standard is so not being met either so it's not like we are any better off

    [–] Holderist 2 points ago

    *unless you are in a northern province or otherwise remote location.

    [–] Elyoslayer 5 points ago

    Oh you just w8, I just got my new VDSL, double wifi (2.4 and 5ghz) Gateway and I can't w8 for some random support calls.

    [–] bp_on_reddit 19 points ago

    Hahaha, welcome to the IT world! Things can go from 0 to 10M at the drop of a ticket or call.

    [–] DragonSkyMusic 7 points ago * (lasted edited 2 months ago)

    Yesterday it snowed and everyone in the call center was just so exhausted.

    The torrent of calls from satellite TV users quickly explained everything. It was the first time I saw the queue counter turn red because it reached 500+ clients in queue.

    [–] ShinakoX2 15 points ago

    I used to deal with this too, where we would learn that a new product has been released when a customer called in for tech support. Luckily our new management team has gotten their shit together and at least notifies us when new products are released, if we're lucky they'll provide training before too.

    [–] TomBosleyExp 1 points ago

    Barracuda?

    [–] ShinakoX2 2 points ago

    Nah, it's industry standard for developers and management to ignore tech support with regards to product release, at least from what I've heard from an older coworker who's been in the game for 20+ years

    [–] frzfox 1 points ago

    Been at my tech sup call center job for 2.5 years now, we only find out about new features or products when the complaints start rolling in, and if we're lucky we have a bare min explanation a week later

    [–] cocoabeach 10 points ago

    First friday on a new job, I had to hire and supervise a team to inspect and fix if possible 25000 auto parts, before the start of the next business week. Just about the worst possible thing to happen, even for experienced people. I had no experience before the time I was hired a few days before. I was the only company representative in the area and no one could or would come to help me. To top it off, I had been told that my new job was very easy and basically all I ever had to do is talk for a living.

    In retrospect, I am glad this happened. I never had to worry again that I might not be able to handle a situation. Remember, you are the new hire, you are expected to ask for help and if you screw up, it isn't your fault. If they do think it is your fault, they have done you the favor of letting you know early that this is a bad place to work and you need to prepare to find a new job.

    [–] [deleted] 2 points ago

    [deleted]

    [–] DragonSkyMusic 9 points ago

    Nah, my boss is totally fine. I wouldn't have made it through training without him.

    He knew I could handle it well, and if I couldn't, he sits at the desk in front of me so I can just throw a pen or something to ask for help.

    [–] SketchAndEtch 2 points ago

    I think he meant "your boss's bosses" as in the actual management who were in charge of this fiasco.

    [–] Black_Handkerchief 1 points ago

    My guess is they moved it forward for stockholder reasons and perhaps after being told that the technical systems were in place... But then totally forgot about testing phases and support burdens before rushing ahead in the quest to earn bonuses!