4 ms·

Over the years, the people who were technically capable were the ones who made the most unnecessary work for me. I trained myself to ignore everything they trie

• turbinerneiter 7y ago
  I had issues before were I was 100% convinced to know the issue and gave the supporter a really hard time walking me through the script. Wasn't as pretentious of an asshole anymore after the "this won't work, it has nothing to do with my issue" actually worked. Nowadays I'm always trying to walk through the steps posted in the self help manuals before I actually call. If you tell them that you already did everything in this manual, they also move on quickly after a couple of questions to double check.
• hirsin 7y ago
  +1. Most of the support cases I get (meaning they've escalated through 2 to 3 layers of support engineering) are XY Problems (1). The customers are smart, and typically their issue is knowing too much about one aspect of the thing they're trying to solve. They used the sickle to cut their wheat, so yup, they're going to use the sickle to dry it, bale it, and tow it to market. Ignoring everything they're doing, and even their initial question, typically leads to better outcomes. (Except in the cases where it turns out they really do have to be doing it in this backwards manner). 1. https://en.wikipedia.org/wiki/XY_problem https://en.wikipedia.org/wiki/XY_problem