4 ms·

One word of advice that is missing from this article: if you provide the solution, you own the outcome. Say you updated uncle joe to the latest version of outl

by jbob2000 7y ago

One word of advice that is missing from this article: if you provide the solution, you own the outcome. Say you updated uncle joe to the latest version of outlook. Great! Now he will call you when he doesn’t understand the new interface. Or you told your aunt to buy this model of laptop. Great! She will call you when it doesn’t boot up one day. My advice is to tell people where they can go for proper support. You want to buy a new laptop? Talk to the guys at Best Buy or Apple. You want to upgrade outlook? Talk to Microsoft customer support. Your computer is slow? Take it to the local tech shop.

SketchySeaBeast 7y ago
I've often found myself as "Tier 2" support - someone who _thinks_ they know what they are doing comes in and make it objectively worse for everyone involved, so then I'm pulled in to fix the fix. Unless it's broke, don't fix it, and if it is broke, make sure that whoever is going to use it cares for it to be fixed in the first place.
owlninja 7y ago
True enough, but on the other hand I am happy to keep my 88 year old grandmother's laptop going strong so she can talk to her friends in the online clubs she belongs too. I would feel bad sending her to some stores knowing they will possibly be taken advantage of. I guess just pick and choose wisely :)
darishante 7y ago
Yeah, this -- the reason, why my answer to tech support outside of job is a firm "no". No to friends, no to family, no to anyone. I don't want to deal with panicked requests starting "you did something to fix my computer, now it ate my grant application, deadline is tomorrow, help!" And I don't deal with sudden stress particularly well.
- snypox 7y ago
  Interesting approach. I don’t like to take the blame either, but I’d never tell my mom and dad to screw themselves. I usually fix whatever is up with their laptops, fortunately they don’t call me up too often. I usually try to go for long term solutions and explain everything carefully.
  - lotsofpulp 7y ago
    It’s a much better use of my time to just buy my parents iOS devices and point them to the Apple store if something goes wrong. Fighting malware and people’s propensity to click on sketchy links is too taxing.

SketchySeaBeast 7y ago

I've often found myself as "Tier 2" support - someone who _thinks_ they know what they are doing comes in and make it objectively worse for everyone involved, so then I'm pulled in to fix the fix. Unless it's broke, don't fix it, and if it is broke, make sure that whoever is going to use it cares for it to be fixed in the first place.

owlninja 7y ago

True enough, but on the other hand I am happy to keep my 88 year old grandmother's laptop going strong so she can talk to her friends in the online clubs she belongs too. I would feel bad sending her to some stores knowing they will possibly be taken advantage of. I guess just pick and choose wisely :)

darishante 7y ago

Yeah, this -- the reason, why my answer to tech support outside of job is a firm "no". No to friends, no to family, no to anyone. I don't want to deal with panicked requests starting "you did something to fix my computer, now it ate my grant application, deadline is tomorrow, help!" And I don't deal with sudden stress particularly well.

snypox 7y ago
Interesting approach. I don’t like to take the blame either, but I’d never tell my mom and dad to screw themselves. I usually fix whatever is up with their laptops, fortunately they don’t call me up too often. I usually try to go for long term solutions and explain everything carefully.
- lotsofpulp 7y ago
  It’s a much better use of my time to just buy my parents iOS devices and point them to the Apple store if something goes wrong. Fighting malware and people’s propensity to click on sketchy links is too taxing.