Comment on [deleted]
MJBrune@beehaw.org 10 months agoPersonally, 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.
Norgur@kbin.social 10 months 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"...`
scrubbles@poptalk.scrubbles.tech 10 months 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