When it comes to dealing with advertisements when they’re surfing on their browsers. I’ve just learned recently about how Google has or is killing UBlock Origin on the Chrome browser as well as all Chromium based browsers too.
We’ve heard for years about people complaining, bitching, whining and vice versa about how they keep seeing ads. And those trying to help them, keep wasting time to tell these people that they’re surfing without extensions. Whether it’d be on Chrome or Firefox or another browser.
By this point, I’ve long stopped being that helper because if you cared at all about the advertisements you see, you would’ve long had gotten on the wagon of getting adblockers by now. You bring this onto yourself.
Now, conversely, if you work in support, please ACTUALLY FUCKING LISTEN TO ME when I am telling you I’ve already done that 17 different ways, along with tons of other troubleshooting and isolating and I’m not a technical moron and I tried every possibility to avoid calling you so can we PLEASE SKIP THE USUAL BULLSHIT SUGGESTIONS?!?!?!?!
That’s the difference from a good support tech and a bad one tbh. Bring able to gauge someone’s tech literacy and taking in all troubleshooting done before is literally the first thing you should do. So many escalations I’ve received just has “had user reboot, had them disconnect and reconnect to network. Checked and device has no pending updates, sending to L3.” in the notes. Half of the time a reboot really wouldn’t do anything, and they really just needed to be added to an AD group (most of my tickets last week). I’m just glad I’m shifting out of support and more into projects.
I hate it too but they don’t because everyone claims they know what they’re doing and they’ve already tried all that stuff.
99% of the time it turns out they haven’t and that was the problem.
I don’t often need support, but when i do, i try to make it clear that i kinda know the deal and i tried everything in my power to make it work for days, and calling in support isn’t my first instinct. But i completely understand why they treat you like a dummy.
If I was support, had a list to work through because my calls were monitored and recorded, and you were being a complete know-it-all asshole, I would walk through them as slow as possible, and repeat as many as I could plausibly get away with.
Because that’s the actual job: following instructions from their boss, which means following their processes. Why would they deviate from that, and risk their job, for someone who’s rude, and/or self-important?
As someone who’s also technically competent and rarely calls support, when I do, I’ve never had to repeat the same steps 17 times, or even 3 times.
I let them tell me to turn off and on again, confirm it’s done, explain why I need a level 2 support or escalation. Then they’ll typically ask me one or two more questions, which I’ll politely answer, reiterate my polite request for level 2, and they will escalate for me.
Honestly, they can’t. The way IT works is there’s multiple levels. First level, second level, third level. Whenever anybody calls in, they get first level, which are usually either inexperienced people, new people, or people with no experience whatsoever, and they’re all reading scripts. They’re the gatekeepers for level 2, 3, and 4, the people who actually know what they’re doing. It’s because 99 out of 100 people don’t know shit and it just needs to be restarted and they would clog up the time of people who actually know what they’re doing and nothing would ever get done.
And if one of those level one guys accidentally lets through somebody who should have been taken care of by their script, they will get reamed the fuck out for wasting people’s time who gets paid more an hour than they do a day.
Almost any support position to do with phones is horrible to help people with. No one wants to turn it off. No one wants to understand their bill. No one accepts how data is used. No one thinks they need to pay for their devices. It’s a vast landscape of ignorance and entitlement.
tbf, I have rebooted my system and uptime didn’t also reset. It appears that newer Windows has this “fast startup” feature. Pinky swear I told the truth.
You are correct. However, I don’t mess with my work computer and let the IT department manage it. Sometimes, they manage poorly.
Did you restart or shutdown? Shutdown is more like hibernate, restart should be a proper reboot.
Helldesk.
