In my 15 years of working in the tech industry, I finally met her. The worst tech support person in the industry. Now, I'm not saying she is not intelligent, funny and probably great at a party, but wow...talk about a non-techie! In the hundreds of tech support calls I do each year for clients, I have talked to all kinds of people. Some are better than others, and I'm happy to say that gender and race have nothing to do with it. Sure it's hard to understand some support people in India, but most are very fluent and friendly.
In this case, it is simply a case of not being able to listen (see previous Blog!). I always start my calls with what I did to troubleshoot the problem myself (thereby saving myself much time redoing what I just did with them once again), and usually a good tech will sense that I seem to know what I'm doing. I don't talk down to them, I just clearly explain all the steps I took, and then I ask for their help since I am at a dead end. Usually, we solve the problem together, saving both of us precious time. In this case, that short explanation took close to 1/2 an hour! Here is a sample (I wish I had the recording):
Randal: So I updated the software and it instructed me that it was going to flash the firmware. When I rebooted, Windows could not load the drivers for the Bluetooth dongle, even when I forced it to install (since I know where the file is located). I think the firmware was corrupt.
Tech: What's a firmware? Did you update the with the latest software?
Randal: Yes. (I go on to explain for several minutes what a firmware is...not registering with her).
Tech: What error message do you get?
Randal: Nothing works because the Bluetooth dongle (made by Logitech) will not detect. I get the Windows found new hardware wizard. It tells me that it can't find the drivers for the device.
Tech: What error message do you get?
Randal: (I proceed to re-explain all of the above, saying that the only error message I get is that Windows will not install the driver properly, because I suspect the firmware got corrupted during the update...I then had to explain what a firmware is again.)
Tech: What is the error message again?
Randal: (I then proceeded to read what is being detected several times...I don't think she even knew what Device Manager or Found New Hardware Wizard was!)
Tech: ...puts me on hold to ask someone else...(finally)...Sir, you have to update your USB from Microsoft.
Randal: All my USB ports are working fine. (I then repeat that it only happened after flashing the firmware...I then explain what a firmware is...that all my USB devices are fine. I ask for a link to the Microsoft site where I can do this task she asks of me. There is no USB update from Microsoft apart from the Service Packs...so I have no clue what they want me to do, but I know they are passing the buck). I finally got frustrated (30 minutes into the call...I think I did pretty good) and ask if she mentioned anything about the firmware to the other people while she put me on hold. NO. That was too much. The link between me and technical support was being communicated by someone who had a hard time understanding what Device Manager does in life.
---end of call---34 minutes and 41 seconds
At my hourly rate, I could of bought a new keyboard and mouse. I don't even want a new one, I just want a working dongle!
I have always sold Logitech products, mainly because of their incredible support and return policy. No hassles...until now.
Will this painful saga ever end? I will keep you posted.
Wednesday, October 25, 2006
Tuesday, October 24, 2006
Need a job? Do you have what it takes?
My company is currently looking for an additional tech person. Based in Montreal, CompuQuest Corporate Services have been serving the SMB market for close to 10 years now. We have expanded into VoIP solutions, leaving us with a need to hire one or possibly 2 techs to take over some of the work.
What we are looking for:
Certification to me is not important. I remember getting a call from an MSCE (the high Microsoft Certification) and I asked him to send me a C.V., but he was unable, since his computer was not working...
Intuition + personality= job
I would safely say that 70% of our work involves intuition. If you are certified, you are given a problem, and you have memorized the solution to that problem. In the real world, you don't have a problem laid out before you...you have symptoms and you have to figure out what that problem is! Using past experience, Google skills and intuition, you narrow down the issue to get to the cause of the problem. That's what makes a great tech.
Communication. The greatest part of being a tech is communication. First, comfort to the user having a problem by having a calm disposition. Next is listening to the symptoms, to get a good idea of what is going on. Once the work is done, explaining what caused the problem, how you fixed it (in easy terms) and in many cases let them know that it is not their fault. Sometimes, you might have to try one solution, but only time will tell if you took the right path. If you clearly explain to the client that you are attempting one solution, and will follow up to see if it worked, then they will not complain that it wasn't fixed right the first time.
I compare this to being a doctor. When a patient comes in, the doctor asks questions, and get a history from the patient, along with the symptoms. The doctor might prescribe medicine and it might or might not work. If it didn't, then one cause is eliminated and another is tried, till you get the right one. Some doctors have a great intuition and get it right the first time, most of the time.
It a great job, and the clients are like family for CompuQuest. If you think you have what it takes, call us at (514) 932-5516 or send a C.V. to info@compuquest.ca
We look forward to hiring you!
What we are looking for:
Certification to me is not important. I remember getting a call from an MSCE (the high Microsoft Certification) and I asked him to send me a C.V., but he was unable, since his computer was not working...
Intuition + personality= job
I would safely say that 70% of our work involves intuition. If you are certified, you are given a problem, and you have memorized the solution to that problem. In the real world, you don't have a problem laid out before you...you have symptoms and you have to figure out what that problem is! Using past experience, Google skills and intuition, you narrow down the issue to get to the cause of the problem. That's what makes a great tech.
Communication. The greatest part of being a tech is communication. First, comfort to the user having a problem by having a calm disposition. Next is listening to the symptoms, to get a good idea of what is going on. Once the work is done, explaining what caused the problem, how you fixed it (in easy terms) and in many cases let them know that it is not their fault. Sometimes, you might have to try one solution, but only time will tell if you took the right path. If you clearly explain to the client that you are attempting one solution, and will follow up to see if it worked, then they will not complain that it wasn't fixed right the first time.
I compare this to being a doctor. When a patient comes in, the doctor asks questions, and get a history from the patient, along with the symptoms. The doctor might prescribe medicine and it might or might not work. If it didn't, then one cause is eliminated and another is tried, till you get the right one. Some doctors have a great intuition and get it right the first time, most of the time.
It a great job, and the clients are like family for CompuQuest. If you think you have what it takes, call us at (514) 932-5516 or send a C.V. to info@compuquest.ca
We look forward to hiring you!
Tuesday, October 17, 2006
Ctr-Z (Undo) Rock Star Deaths
Who would you like to Ctr-Z (undo) their untimely death? A few names bring a tear to my eye, namely Joey Ramone and Joe Strummer. I came across a list of the 50 most famous Dead Rock Stars and I will highlight my picks:
50 Layne Staley (Alice in Chains) 1967-2002 - Great band...naughty drug habit.
43 Sid Vicious (Sex Pistols) 1957-1979 - A legend, albeit for the wrong reasons. See my previous post...
25 Joe Strummer (The Clash) 1952-2002 - One of the top bands in my books.
16 The Ramones - Joey 1951-2001 - Dee Dee 1952-2002 - Johnny 1948-2004 - The beginning of 2000 was devastating for Rock-n-Roll losing three Ramones.
11 Jim Morrison (The Doors) 1943-1971 - A great poet and songwriter and performer.
9 Bob Marley 1945-1981 - Reggae's most recognized performer. Great summer tunes.
8 Kurt Cobain 1967-1994 - Brought us great music, but again...nasty drug habbit. Still not sure if it was a suicide.
6 Jimi Hendrix 1942-1970 - Master of the guitar.
1 Johnny Cash 1932-2003 - The man in black.
I salute the dead rock stars, may they continue to live through their music. Rock on!
50 Layne Staley (Alice in Chains) 1967-2002 - Great band...naughty drug habit.
43 Sid Vicious (Sex Pistols) 1957-1979 - A legend, albeit for the wrong reasons. See my previous post...
25 Joe Strummer (The Clash) 1952-2002 - One of the top bands in my books.
16 The Ramones - Joey 1951-2001 - Dee Dee 1952-2002 - Johnny 1948-2004 - The beginning of 2000 was devastating for Rock-n-Roll losing three Ramones.
11 Jim Morrison (The Doors) 1943-1971 - A great poet and songwriter and performer.
9 Bob Marley 1945-1981 - Reggae's most recognized performer. Great summer tunes.
8 Kurt Cobain 1967-1994 - Brought us great music, but again...nasty drug habbit. Still not sure if it was a suicide.
6 Jimi Hendrix 1942-1970 - Master of the guitar.
1 Johnny Cash 1932-2003 - The man in black.
I salute the dead rock stars, may they continue to live through their music. Rock on!
Wednesday, October 11, 2006
Domain Registry of Canada - Scam?
I received a pretty official looking letter with several of my domains listed, and stating that it is time to renew. Of course the price is 4 times higher than what I actually pay now, and I know that I registered using another company.
How many fall for this, and pay up to this company?
The good thing is that at least they mention "This notice is not a bill" in bold letters. I remember previous letters were much more sneaky.
Don't do it! Stick with your current registrar and read before you pay!
How many fall for this, and pay up to this company?
The good thing is that at least they mention "This notice is not a bill" in bold letters. I remember previous letters were much more sneaky.
Don't do it! Stick with your current registrar and read before you pay!
Thursday, October 05, 2006
Tired on that Teletubbies Windows XP default background?
Those rolling green hills and blue sky...where is Winky, Laa-Laa and the rest of those mutant freaks? Go to www.deviantart.com and you will find thousands of great pictures ready to be used as a background.
Google Teletubbies and Evil and you will find tons of site dedicated to "mind control" and other theories about those Teletubbies. Now Google Teletubbies and Gay...Tinky Winky and the purse right? Seinfeld tried to start the man bag revolution: "It's European!" But alas, we are forced to carry the wallet, which for many of us (when sitting on a full one) can dislocate our spine. What would we keep in our purse? Here is my list:
Duct Tape (If the woman don't find you handsome...at least they find you handy.)
Multi Head screwdriver (Again with the fixer upper role)
Flask filled with Vodka (Speaking of Screwdrivers...)
Beef Jerky (Good manly snack)
Swiss Army Knife (make sure you have corkscrew)
Cel Phone (My new E61 with Wifi...sweet)
Monster Truck tickets (Going with the kids)
What would you put in there? Post a comment!
Google Teletubbies and Evil and you will find tons of site dedicated to "mind control" and other theories about those Teletubbies. Now Google Teletubbies and Gay...Tinky Winky and the purse right? Seinfeld tried to start the man bag revolution: "It's European!" But alas, we are forced to carry the wallet, which for many of us (when sitting on a full one) can dislocate our spine. What would we keep in our purse? Here is my list:
Duct Tape (If the woman don't find you handsome...at least they find you handy.)
Multi Head screwdriver (Again with the fixer upper role)
Flask filled with Vodka (Speaking of Screwdrivers...)
Beef Jerky (Good manly snack)
Swiss Army Knife (make sure you have corkscrew)
Cel Phone (My new E61 with Wifi...sweet)
Monster Truck tickets (Going with the kids)
What would you put in there? Post a comment!
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