Kevin's Weblog

User Friendly has in their "Real Tech Support Stories" today:

James: Person calls and tells me that the DSL connection is not working and wants to know why. I see on thier account that they have purchased a wireless router from us and ask how many lights are on the router and the modem. Customer says "How am I supposed to know that?!" "By looking at the two products." Heres the kicker, you know what's coming... " I could not possibly see those things, they are in Pennsylvania and I am in Arizona."

The problem with this is that I've done this. In fact, many of the times that my DSL goes down, I call support from my office. I'm not sure what else I'm supposed to do, since they don't really have any meaningful support after-hours.