Honestly it’s not that much worse than being forwarded off to India where someone’s getting paid $0.10 an hour to read off a flow chart to me. If your 24-hour service line doesn’t have an actual engineer available after the flow chart It’s not meaningfully different than the AI.
Yep. I hate having to phone support lines to be told to run basic troubleshooting like turning something off and on again when that’s the first thing that I’ll try.
Keep in mind that the service lines also deal with customers who can’t distinguish a CPU from a modem from a monitor. Hence the basic troubleshooting in the beginning.
I always start off by telling them “I know what I’m talking about, I work in IT, let’s skip the basics, I’ve tried it all already.” but they sometimes still don’t listen.
Years back, I bought an Asus workstation motherboard with IPMI, the stupid BMC would reliably crash every 12 hours rendering the IPMI absolutely useless since it would hang upon login. I emailed support and told them that the BMC sucked and asked if they had an internal build I could try… They directed me to the downloads page and told me to download the UEFI firmware 🤦♂️ It took about SIX back and forth emails over the course of a week or so to get them to understand that I was talking about the BMC and not motherboard itself. Their tier one and two support had ZERO clue what a BMC or IPMI was. After begging them to forward me to an engineer who actually knew what I was talking about, they agreed and that engineer sent me an updated build…which still crashes every 12 hours 🤦♂️. In the end my solution was to set a cron job (I run Linux) to execute every 11 hours that logged into the IPMI from the running OS and did a cold reset on the BMC. That worked like a charm as long as Linux was running.
I always start off by telling them “I know what I’m talking about, I work in IT, let’s skip the basics, I’ve tried it all already.” but they sometimes still don’t listen.
They don’t listen because, unfortunately, for every one person telling the truth, there’s probably at least three people who don’t have an iota of a clue about their system but lie about it because they think claiming they’re an expert is a cheat code to getting better support. Ruins it for the rest of us.
Honestly it’s not that much worse than being forwarded off to India where someone’s getting paid $0.10 an hour to read off a flow chart to me. If your 24-hour service line doesn’t have an actual engineer available after the flow chart It’s not meaningfully different than the AI.
Yep. I hate having to phone support lines to be told to run basic troubleshooting like turning something off and on again when that’s the first thing that I’ll try.
Keep in mind that the service lines also deal with customers who can’t distinguish a CPU from a modem from a monitor. Hence the basic troubleshooting in the beginning.
I always start off by telling them “I know what I’m talking about, I work in IT, let’s skip the basics, I’ve tried it all already.” but they sometimes still don’t listen.
Years back, I bought an Asus workstation motherboard with IPMI, the stupid BMC would reliably crash every 12 hours rendering the IPMI absolutely useless since it would hang upon login. I emailed support and told them that the BMC sucked and asked if they had an internal build I could try… They directed me to the downloads page and told me to download the UEFI firmware 🤦♂️ It took about SIX back and forth emails over the course of a week or so to get them to understand that I was talking about the BMC and not motherboard itself. Their tier one and two support had ZERO clue what a BMC or IPMI was. After begging them to forward me to an engineer who actually knew what I was talking about, they agreed and that engineer sent me an updated build…which still crashes every 12 hours 🤦♂️. In the end my solution was to set a cron job (I run Linux) to execute every 11 hours that logged into the IPMI from the running OS and did a cold reset on the BMC. That worked like a charm as long as Linux was running.
They don’t listen because, unfortunately, for every one person telling the truth, there’s probably at least three people who don’t have an iota of a clue about their system but lie about it because they think claiming they’re an expert is a cheat code to getting better support. Ruins it for the rest of us.
I agree that “I work in IT” gives off “I want to talk to the manager” vibes.