Friday, January 05, 2007
If you ask for the reason, you get the reason
A caller rang in and complained that he was getting disconnected frequently. I checked the logs for his account and noticed that he was also connecting at a slow speed. Those two things often go hand in hand, and they mean that there's a communication problem between the two computers. That problem is almost always an issue either with the phone line or the modem driver. I explained the possible reasons to the caller, and offered him a few suggestions as to how to narrow it down and fix it.
Caller: "No. Every time I call you guys about this issue, you feed me the same excuses: 'It's the line! It's the modem!' I want this issue fixed."
Me: "Do you know why we always tell you the same thing? It's because that's the answer to your problem. It's because you continue to call about the same issue and don't follow the instructions we give you to fix the problem."
What amazes me is how determined he was that the problem was on our end, despite not having any evidence to back that up. It's times like this that I wish I had the magic problem solving button, just so I could shut people up.
Caller: "No. Every time I call you guys about this issue, you feed me the same excuses: 'It's the line! It's the modem!' I want this issue fixed."
Me: "Do you know why we always tell you the same thing? It's because that's the answer to your problem. It's because you continue to call about the same issue and don't follow the instructions we give you to fix the problem."
What amazes me is how determined he was that the problem was on our end, despite not having any evidence to back that up. It's times like this that I wish I had the magic problem solving button, just so I could shut people up.
# posted by Terry @ 5:43 PM 
