this post was submitted on 23 Jul 2024
210 points (95.7% liked)
Asklemmy
43958 readers
1347 users here now
A loosely moderated place to ask open-ended questions
Search asklemmy ๐
If your post meets the following criteria, it's welcome here!
- Open-ended question
- Not offensive: at this point, we do not have the bandwidth to moderate overtly political discussions. Assume best intent and be excellent to each other.
- Not regarding using or support for Lemmy: context, see the list of support communities and tools for finding communities below
- Not ad nauseam inducing: please make sure it is a question that would be new to most members
- An actual topic of discussion
Looking for support?
Looking for a community?
- Lemmyverse: community search
- sub.rehab: maps old subreddits to fediverse options, marks official as such
- !lemmy411@lemmy.ca: a community for finding communities
~Icon~ ~by~ ~@Double_A@discuss.tchncs.de~
founded 5 years ago
MODERATORS
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
It's been over 20 years since I did phones, but I don't imagine it has changed that much. The "techie" callers fall into two categories: Those who actually know what they're doing and those who think they know what they're doing. The latter group are the worst of all callers. I'd rather be on the phone to an 80-year-old who has trouble finding the start menu than with a caller who thinks they know more than they actually do.
If you honestly do know what you are talking about, the way to get this to tech support is to tell them what prompted you to call. An actual competent caller will open the call with something like:
"Hi, this is Cile. I'm calling from ______. My UserID/AccountNo etc is _______. I'm having a problem with ___________. The error message is [EXACT MESSAGE]. I have done a, b, c, but that resolved it."
For your example where it's an access matter, adapt the above accordingly. Something like "I need to do ________, but I lack the access to [steps you would take if you did have access]".
Finally:
Unless you are experiencing something super weird, the tech support people have probably seen this problem before and know how to solve it. Follow their instructions even if it's something you wouldn't have done. Even if their way seems less efficient. There will be a reason why they're doing it that way, and it won't always be apparent to you.