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scrubbles@poptalk.scrubbles.tech ⁨1⁩ ⁨year⁩ ago

This is fair, but why my eye goes to all the requests for both diagnostic logs and chat logs. Looking at OP’s history, they’re very anti-valve, to the point where I don’t even know why they bought a deck if they’re so annoyed with Valve.

I think for me, working computer repair, I laugh at people like this because they just embody the Flander’s parents meme. “I’ve tried nothing and I’m all out of ideas!” and it’s just so painful at this point. Here’s this person, having honest issues with their deck, they provide no information useful to help anyone diagnose it and then refuse to give any information that might actually be useful. To me, they’re the client who slammed the thing down on my counter and said “IT’S BROKE. FIX IT”.

That’s why I make fun here, because I couldn’t when I worked there. The fact is you do catch more flies with honey, and this person smells and looks like vinegar to me. If you go in with a negative attitude you’re going to get a negative response. When I was deciding warranty claims if something was borderline I would usually try to find an exception or way to help the person out, things go shitty, tech can be confusing, I get that. If someone came in screaming and angry at me I’m focused on getting you out as quickly as possible because you’re being a jerk to me, and so if I see it’s not covered I’m not wasting any time finding an exception for you, get the hell out.

That’s why the chat logs are so important here, how did this person approach the situation? Did they go through troubleshooting steps with the agent? Did they respond to the questions? Were they honest? Or did they go in, lie, yell at the person that the device is stupid and broken and that they demand a new one? At the end of the day you’re dealing with people on the other end, and I’m guessing this person is learning a very important lesson in kindness.

(and I know the comment is coming where someone says “Yeah buuuuut everyone should be treated the same” and I’ll pre-respond to that anyone who says that clearly has never worked food service or retail before and that no one deserves to be emotionally battered over something as trivial as a broken gaming device)

This came out longer than I expected, but hey maybe OP will read it and noodle on how they handled the situation.

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stappern@lemmy.one ⁨1⁩ ⁨year⁩ ago
Fuck me a lot of you guys needs help. Holy shit. I’m done ,this is not worth it.

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- jordanlund@lemmy.one ⁨1⁩ ⁨year⁩ ago
  It’s really simple…
  
  You come into a community talking shit about the company who produces the device it’s organized around.
  
  You claim poor customer support from a company known for excellent customer support.
  
  When asked for proof of those claims, you link to other Lemmy threads instead of your communications with Valve.
  
  Think of it like this…
  
  If I went into a, I dunno, Nike community and said “Nike shoes suck! Customer service won’t help me!” and when people ask for proof, my reaction is “Yeah, fuck you, I don’t have to prove anything!”
  
  That would make me a giant troll and a huge loser.
  
  Sooo… put up or shut up. We’re waiting!
  
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- scrubbles@poptalk.scrubbles.tech ⁨1⁩ ⁨year⁩ ago
  LOL proving my point so succinctly. Later my dude
  
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MJBrune@beehaw.org ⁨1⁩ ⁨year⁩ ago
Personally, I would assume that they weren’t anti-Valve until their recent experience and struggles. From their history, I see nothing that’s anti-Valve from far back. Just recently which I can understand.

Also to note, you might be in fix-it mode when this post is not a request to fix it. They don’t want to fix it themselves. They are warning people that Valve isn’t replacing their defective devices. OP is clearly past the point of fixing it or getting there quickly.

That said, I agree, that people who are rude or frustrated at the customer interface person (tech, customer support, whoever) need to realize that the person they are talking to can only do so much, and if you calmly explain your issue, say thank you, and overall respect them, you’ll be more likely to have that person try hard for you. It will not always happen. Sometimes you talk to someone who clearly you just knows more than them on the subject (ISP reps) but you have to realize they have their job and their job isn’t to fix your problem. It’s to move you along so you keep paying. Usually fixing a problem is just a means to the end but if that end isn’t worth it then they won’t fix your problem. So I am typically nice, even if that means they write down in the customer service record that the customer’s attitude was nice, that goes a long way to the next rep that could possibly help.

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- Norgur@kbin.social ⁨1⁩ ⁨year⁩ ago
  "ISP rep" here (from Germany though):
  It's a common fallacy that people assume they know more than my colleagues and me. People usually assume that because they know stuff about tech in general and can distinguish a RJ45 from an RJ11. Thing is, that's not the issues you are dealing with. People who tell me that they know better than me anyway tend to ignore that they have never even thought about the inner workings of a landline or mobile network. So your knowledge might not be applicable at all. How many times have I heard from tech savvy people that "this literally can be just some button you don't push because incompetence".
  
  Why would I argue with you for an hour if that were the case, eh? And Even if that were true and the employee has no clue what you're on about, the employee will know what works and what doesn't within their IT. They may not know why, but that doesn't matter in the end, does it? It doesn't matter if that rep knows a Lan port from a serial port, only thing that matters is that they know "doing this will lead to an error"
  
  Besides, people tend to heavily confirmation-bias the shit out of every interaction with us. How many times I had people who "worked in it and thus know a thing or two" and then went on to ask stuff on one IQ level of "earth is flat", then misinterpreted my... Hesistant reaction as incompetence and felt confirmation... A customer asked me once to open a port on our infrastructure for him because he "worked in IT and knew that we can do that" and since he could not have done anything wrong on bus end, the port HAS to be closed on our end"...`
  
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  - scrubbles@poptalk.scrubbles.tech ⁨1⁩ ⁨year⁩ ago
    Why when I call into my ISP I usually just follow along with the script. I do know a thing or two about networking, but guaranteed I know nothing about your stack or how yours works. I can say with detail things like “I’m not pulling an IP address, I’m using pfsense”, but I wouldn’t dare assume to know why I’m not.
    
    What’s funny is that dunning kruger applies. The more you know the more you realize how little you know
    
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