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Pissy
Posted on Sunday 28 April 2013 at 8:35 pm

I think Kafka wrote the script off which my tech support guy is operating


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I've been having some problems with a program I use to sync files on my two laptops. I emailed the tech support with a description of my problem, an attached log file from the program, information on what OS and version of the program I'm using, and all the other basic information tech support frequently needs.

The response I got was "upgrade [program] on all computer to latest version"

I replied that both computers claim they are on the latest version when I click the "Check for updates" button and that no updates are possible and mention again that I am on 9.4.8.8 so please let me know if there is a newer version.

The reply was "still you should update Windows must be ver 9.4.8 i think your server (computer you are connecting to) has older verison"

I replied "I have two laptops syncing to each other. They are both versions 9.4.8.8. There is no update possible. On both computers, I click "Help" and "Check for updates" and it says I'm fully up to date."

To that I got a long form letter type reply saying basically 'We need more information to solve your problem. Please attach a log file and a detailed description of your problem. Here are instructions for attaching a log file.'

I had, of course, attached a log file in my very first message, which had also included a detailed description of my program. Nevertheless, I plowed on. I typed another description of my problem, noted yet again that I was running version 9.4.8.8 which he had told me was the newest, and attached a newly grabbed log file.

The reply I just received was "i already told you to install NEW version of [program] onto [your computer]"

This is ridiculous. There is no new version. So I replied "What new version? I have 9.4.8.8 That is the newest version according to you, your program, and your website!! The only way I can install a new version is if you release a new one."

If he replies one more time with "update" I think you will be able to hear my scream from any spot on the globe. I have literally checked everywhere possible - comparing my version number to the one he keeps spouting, comparing my version number to the one available in the website's download section, clicking the check for update button within the program on my computer - and everything agrees that I am running the newest version. I can't update! There is no NEW version!
frustrated
Feeling: frustrated

Comments:

aoife
failte_aoife at 8:01 am on 29 April 2013 (UTC) (Link)
Oh who doesn't love tech support? I remember, when I was still living in a student's hall, carrying my laptop to about five different places (my internet wasn't working) because everybody insisted that no, they were not responsible for this and I should ask somebody else.
Rachael
bratty_jedi at 11:59 am on 29 April 2013 (UTC) (Link)
Oh, yes, I hate that kind of "Not our fault. Talk to those other people." circular run around.

Mine is now claiming that I'm refusing to give him the log files he wants because I've given him exactly what he asked for twice and he apparently wanted some other file the second time and my decision to give him what he asked for rather than what he actually wanted constitutes refusal on my part rather than just a lack of mind reading skills.
sunshine304
sunshine304 at 6:18 pm on 29 April 2013 (UTC) (Link)
The only thing I could come up with to explain this idiocy (besides "Yay tech support") is that there's always a different person answering your emails. And this person of course is not bothering at all to look at the past correspondence or, you know, actually read what you write. Because "update" obviously solves <>every possible problem</i>. *headdesk*
Rachael
bratty_jedi at 7:00 pm on 29 April 2013 (UTC) (Link)
I was kind of wondering about that as an option until the reply when he said "i already told you to install NEW version of [program] onto [your computer]" That seemed to me like it had to be the same person.

I got another reply today that referenced a previous one and accused me of refusing to provide requested files and refusing to update the second computer in the sync, which must be running an old version. It really isn't. I'm 100% certain both computers are completely up to date. The refusing to provide files bit is because the second time I sent the log files from the same computer as before, because that is the main computer with all the profiles set up on it and the like for running the sync. Apparently I misunderstood his request and he wanted them from the other computer. All he had to do was reply with "No. The other computer." and I would have sent it. Instead he waited for another round of back-and-forth "Update!" messages with no mention of the log files before accusing me of refusing to update and refusing to send the files. I've sent them now with a note that both computers are up to date and I hadn't refused to send the files before, that I'd sent the ones I honestly thought he meant and if he meant the other ones it was no problem to send them.

This whole thing is so infuriating at this point. The real kicker is that the program is only having the problem intermittently and is currently working fine.
sunshine304
sunshine304 at 12:27 pm on 01 May 2013 (UTC) (Link)
Well, I guess those people at the tech support simply need to attend some workshop on communication and understanding what they read, then all those back and forth emailing wouldn't have happened.

I'm at least glad to hear that they finally noticed you've got the newest version on both computers and came up with some idea to help you with your prolem.


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