support fail

neil_g

neil_g

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Neil
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:bang:

so we have a bit of software on a server that our reps can send in orders to from their bit of related software on their laptops. recently this has stopped working properly and i've been speaking to their tech support to get it sorted.

it's got to the point where i cant help them any further and theyll need to remote in and have a look so i send them details for VPN to our network including server address, username and password..

heres what i got back:

"How do you connect to your VPN? Could you please give detailed steps?"

we're doomed.

:help:
 
I'd send them an invoice for technical support in telling them how to connect to your VPN :)
 
IT and support does not compute unfortunately :(
 
I assume you've told them what VPN client they should use?
They might just want to know that....
 
neil_g said:
the one that can be set up through windows would be a good starter for 10..
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Doesn't necessarily mean that would work though - not saying they're not having an 1D10T error, but not all VPN clients will work with all VPN concentrators or servers...
 
for the amount of money we contract them for (think 6 digits) youd like to think theyd have the incentive to spend 30 seconds of their time trying the windows client seeing as i hadnt provided any software (even though we do have a software app we use occasionally which they have a copy of also)

:)
 
I work for a Company that give support to some of the biggest retail companies in Europe, companies like BP, Shell, Signet group etc.

They very rarely use VPN due to using Remote control Software, in the old days Netop, PCanywhere and the like.

Why do you expect them to understand VPN and it's asscosiated clients. Just because you pay a 6 figure fee for support it doesn't mean they are totally stupid or ignorant.
We have a number of MCNA and CCNA guys who don't use VPN they simply use what our company supplies and what the end user insists on.

Can you go elsewhere for the service ?

I'm not saying they shouldn't be providing a great service but there are more shades than black and white.
 
ChrisH said:
I work for a Company that give support to some of the biggest retail companies in Europe, companies like BP, Shell, Signet group etc.

They very rarely use VPN due to using Remote control Software, in the old days Netop, PCanywhere and the like.

Why do you expect them to understand VPN and it's asscosiated clients. Just because you pay a 6 figure fee for support it doesn't mean they are totally stupid or ignorant.
We have a number of MCNA and CCNA guys who don't use VPN they simply use what our company supplies and what the end user insists on.

Can you go elsewhere for the service ?

I'm not saying they shouldn't be providing a great service but there are more shades than black and white.
Click to expand...

they "know" we use VPN, they have (or at least should have) our details on record.

but the fact they asked for access to our system so i gave them a method (that they should already know about in all honesty) and then they came back and asked how they do that is a little odd.
 
A lot of companies use Logmein or equivalents these days.

I have a crystal ball on my desk for random user enquiries. ;) :D
 
Neil

Don't take offence but try ringing them and asking them what their salary is ?

You knock these guys but where I work half the guys are paid in peanuts, so they act like monkeys.

I see your frustrations but think of it from their side, they probably are on crap wages, have been starved of training. Most will be fresh out of college or Uni and will have no idea of the intricasies of the software or things like vpn.

I hate to see Support desks being knocked so much because after 30 years in the computer game I've seen thousands of times the **** poor way most of the staff get treated.

Now I ask this purely out of interest,

What actually do you do and how old are you.

To show I'm not having a laugh I'm 50 years old, I was apprentice trained by Ferranti once one of the biggest computer companies in the world. I've spent the last 16 years as a Field support engineer in the retail game. I hate the job but it pays the bills. :D
 
no offence taken but i know how poorly support staff get treated, i am one of them and have been for 12 years or so.

this lot are a bunch of programming and database experts who i know for a fact are well paid (based in the US as well), between them id expect there to be some knowledge of setting up a windows vpn.
 
Ahh programmers, there you go, not on our planet mate.

They are a breed unto themselves :D

Don't forget lots of programming is a bit like Lego, lots of building blocks but not much else.

My company has been ruined by the loss of many real good coders not programmers :(
 
dod said:
IT and support does not compute unfortunately :(
Click to expand...

Could you explain please. I don't appreciate comments like this; we have a thankless enough task as it is.



ChrisH said:
Don't take offence but try ringing them and asking them what their salary is ?

You knock these guys but where I work half the guys are paid in peanuts, so they act like monkeys.

I see your frustrations but think of it from their side, they probably are on crap wages, have been starved of training. Most will be fresh out of college or Uni and will have no idea of the intricasies of the software or things like vpn.

I hate to see Support desks being knocked so much because after 30 years in the computer game I've seen thousands of times the **** poor way most of the staff get treated.
Click to expand...

A-frickin'-men, particularly to the bolded statement. Being starved of training is particularly what bugs me. They want us to provide 1st class support on absolutely everything in the world with an "On" switch (and you think I'm joking) but point blank refuse to give us any training whatsoever...

Once again another excellent tech support related post from you Chris.

Personally, I try to give my best regardless, but lack of motivation, one of the factors of which is indeed pay-related, means that sometimes I just cut corners without even realising it. Not only that, but the fact that every problem in the world is always the fault of the support desk (whatever) gets tiring after a while.
 
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Sometimes though, support staff just don't help themselves. Part of my job is providing support, on the consultancy I provide, so I am not just taking a knock at support people.

One company I am purchasing from at the moment, as an individual. The support/logistics is very closely tied. I placed the order, 31st December, 5th Jan, get an email stating they are going to check stock to ensure that everything is in. 14th Jan, have checked stock now, some items were difficult to locate, we are putting everything in one place now. 24th Jan, woops, we don't appear to have one of the items in stock, what would you like to do, so as not to delay shipment? I respond within a couple of hours to just remove the one item that is missing, and ship the rest. 2 days later, no response to the email confirming this, so I call up.
'Oh, it looks like no-one has read your email saying not to ship that item, so nothing has happened. Will get that done for you now, and someone will call to arrange delivery.'
So two days the email just gets ?ignored? (surely, removing an item from an order cannot be difficult, it isn't like I asked for an alternative and thus more payment or checking would be required). Surprise surprise, no call either to ask about delivery.
 
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