this post was submitted on 17 May 2024
1030 points (97.4% liked)
Funny
6895 readers
882 users here now
General rules:
- Be kind.
- All posts must make an attempt to be funny.
- Obey the general sh.itjust.works instance rules.
- No politics or political figures. There are plenty of other politics communities to choose from.
- Don't post anything grotesque or potentially illegal. Examples include pornography, gore, animal cruelty, inappropriate jokes involving kids, etc.
Exceptions may be made at the discretion of the mods.
founded 2 years ago
MODERATORS
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
Yeah, Rule 0 of tech support is “users lie.”
Oh, you already rebooted? Okay, well maybe your power cable is loose. Go ahead and shut down for me real quick, so you can unplug that power cable and plug it back in. Great, now that you’ve power cycled your computer, the problem is fixed? Glad I could help.
I'm the last stop for my help desk and I legit feel like Dr House some days.
Yeah. Users lie. They also misremember or straight up don't notice.
To be fair tho, some of L1 can't write for shit, and some of L1 likes going well beyond the scope of the KB and breaks more stuff in the process. Those guys usually make good L2 since they are proactive and accept feedback, they just lack discretion.
I used to work in a 3rd line tech support. Whenever we got escalations from tier 2 I'd read their notes and then start from the beginning. More often than not they would say they have checked something and not found the fault when indeed that was the fault.