The Tech Support Callers Everyone Loves

…and by loves, we mean we love that we have job security and can secretly feel superior. We remind ourselves this every day. It’s a mantra that keeps us going back to the phones no matter who we have to talk to.

Here is a short list of some of the regulars who call phone tech support. What a coincidence, these people call you too?

If you think you are one of these people, I assure you, the people who do these things know not what they do.

The Nommer
This guy waited until his lunch break to call you. How do you know? Because he’s nomming, slurping, and smacking in your ear. Just when you think it can’t get any worse, he pops a cough drop in his mouth and starts clicking it against his teeth in your ear.

“…click-clock-click …smnosh-smnosh… Yersh, Ihve jrest shent crunch… gulp… you an email with the error.”

The Ummer
This customer is characterized by uncontrollable verbal tics such as: “Uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuhhhhhhhhhhhhhhhhhhhhhhhh”. We also have, “um”, “er”, “ah”, “like”, and ending every sentence as if it were a question. A lot of people sound smarter than they are, but these people never do.

“Er. Um… Uuuhhh… I have… like…. Ah. Veesta Ultimate?”

“Ummmm… I’m running… like… the newest one, Snow Leopards..?”

The Entitled User
When people are way too good to know anything about their own computer (or try to check for you), check system requirements, or take responsibility for messing something up (or at least not blame it on you), there is a good chance they are an Entitled User. There’s nothing you can do, say, or fix that will change that fact.

“Why do you make this so complicated? It should just work. What do you mean this won’t run on my computer? You have to support Windows 2000. I’m going to put you on hold. I need to reboot my computer.”

I use Vista, Have UAC Still Turned On, and the VOLUME PUMPED
I don’t know what the call is about yet, but I know it will be painful more due to the fact I have to listen to:

“BOM!”

every time I ask you to do anything.

Can You Hear Me Now?
This guy is jealous of your headset. He cannot type or use a mouse with one hand. He thinks that speaker phone works with his dog barking, children crying, and wife talking to him in the background.

Even better, he’s in traffic not even at his computer. How does he expect to troubleshoot the issue? I don’t know either.

Noise

Idiot Pirates (ur doin it rong)
“So… I downloaded this from a website and I can’t get it to work right. Yeah… I didn’t buy it. It’s the free version. I don’t know what pirating is and I don’t think I’m doing that, but my friend said there was this free version. So I went there and I downloaded it and now it doesn’t work. Can you help me?”

Conspiracy Theorist
This guy is super paranoid. You’re out to steal his identity, send him spam, break his computer, and take his money and still not get anything working. He is not going to give you the info you need to solve the problem. He wont even give email address so you can look up and see what he has or send him a fix. What he somehow doesn’t realize is that he’s already given you (the company you work for) all of his info. What he doesn’t know is that you’re trying to help him and his identity is not worth stealing (since apparently it’ll mean an ulcer).

If you get far enough, he might start letting you know what he thinks the issue *really* is and insist you should check into it. These will not be plausible theories, they will be somewhere in left field or even outer space.

“Why do you need my email address? No! I’m not giving that to you. As it is, your company’s website has already broken my computer.”

Yeah I Tried That. It Didn’t Work.
You’ll wrack your brain. You’ll troubleshoot until your brain bleeds. I, the customer, will then admit I didn’t actually do what you told me to about twenty minutes (or three emails) later. It’ll be fun. Whee.

“*Sigh* Ya… I did that already. Of course I did.”

When The Dinosaurs Were Old
“I remember when we didn’t even have computers. What start menu? What’s that? Slow down there… you’re going to have to repeat that. I’m not very computer savvy like you youngsters. You have to understand… *long unrelated story*. Wait, you don’t make this? I called the wrong number? Are you sure?”

“(horrified voice) I might need to upgrade!?”

Anger Management
I don’t know what’s wrong or how serious it is, but I’m angry and I need someone to blame. It’s not my fault, so guess who’s going to take the fall? I’m not interested in getting this working so much as ripping out your heart and eating it.

It’s not that the customer is always right, it’s that he or she HAS a right… that is the right to verbally abuse you.

“$%*&^%”

Blue is for Boys

…and a man asked, “Why are girl geeks so rare?”

…and all the women in IT and other geek fields raised their heads just far enough to roll their eyes, give the ‘for real?’ look, blink, sigh, giggle, give the evil eye, laugh, rant about feminism, turn it into a ‘your mom’ joke (“…because we were all too busy with your mom for her to have a daughter after giving birth to you”), etc.

A similar question could be asked about a LOT of things if you just missed the fact that all kinds of sexism is still out there.

Some of the hottest topics in the U.S. right now are womens’ rights over their own bodies and whether people who don’t want to have and guy-girl marriage have a right to do so. Some of the hottest topics in the world are whether or not women have the right to even make their own decisions and live if they try to.

It is always surprising, yet not surprising, that people miss what gender identities other than strait male, go through. They want to know why they don’t see it, and my easiest answer is that it isn’t happening to you or you’re so conditioned to accept it, that it is no longer an issue.

Women accept that they are no good with technology, or cars, or sports, or other ‘guy things’ from a young age. And then there are people like me that you wonder if we’re into it just because it was implied that we weren’t supposed to be.

Not all sexism really bothers me. It’s not worth my life, my energy, being negative to get worked up about even little thing. Some people do that, and in doing so miss the real stuff. They are too busy concentrating on the small symptoms rather than the real disease. I’m not talking about a ‘your mom’ joke or ‘that’s what she said’, though those sorts of things exist instead of ‘your dad’ or ‘that’s what he said’ and one wonders why even if just a little.

Just like homosexuals are more concerned with having equal rights, getting and keeping jobs, and feeling safe than whether or not they say ‘gay’ in a certain way at purepwnge.com, I am not going to care if you hold the door for me or not.

I’m talking about the sorts of things that allow the initial question to be asked. How does it happen that women have an extreme less of a chance to have certain careers, that are well within their abilities, in their future?

I could fill this post with stories of my own experiences. Explain I’ve seen sexism and sexism be enabled by guys and gals alike. Yes, many women help sexism along plenty. But I think really what I am trying to say is…

Really? You don’t know that sexism is alive and well?

If that’s the case, open your eyes a bit wider, read a little, listen a little harder. Even if it is not happening to you, you should be able to see it and empathize and even help stop it in some small way.

Since you’ve asked the question, I guess you’ve decided for some reason to care. Asking this question has likely lead you to see it (or marked your really seeing it for the first time). You don’t need to look far to get some whys.

However, there is no real satisfactory answer to why are world is filled with prejudice. Why don’t people don’t treat people as just people? I don’t know.

Why do we have to arbitrarily label, categorize, and judge each other as being inferior?

I don’t know. I wish we’d stop, or at least try. I think that’s where I get mad and pick my battles is when people don’t even care enough to give a sincere effort to be more sensitive to what fills someones shoes. Take a moment to think about what it takes to walk their mile, especially since we have the power to make that easier for everyone with so little effort.

And with that, I will vacate my soapbox for the time being.

To change gears into something more silly while maybe getting a glimpse of walking even a tiny bit in a woman’s shoes, check out this Smartest Man in the World podcast. It’s one of my favorites. That Rory is one funny guy. :)

Wednesday Night

I was recently talking to one of my Portland friends. She told me about a failed attempt to hang out with someone who she thought wanted to be friends. It turns out the person all but dug away in the dirt to avoid the impoliteness of saying “Uh, not interested, weirdo”.

That leads me to Wednesday night and my continuing quest to understand people from a first person point of view. Sure, I was able to tell my friend before hand that I wasn’t sure about this girl. This girl has a bit of a judgmental streak, and for weirdos like us, we just can’t comply. In the case of all the people in my own life, I’m fairly clueless.

Wednesday night was my last IT class. We finished out WAN build lab after designing, subnetting, documenting, installing, group policying, pinging, and yes, even establishing a VPN connection.

Afterwards we were off to a bar where the night was on our instructor’s dollar. I figured I could:

A. Not drink since I have an hour drive or
B. Drink enough so that I wouldn’t mind sleeping in my truck.

On top of this theory, every thriftiness bone in my body wanted to get the most value out of the night. On top of that, before the night began I found myself offered:

A. A place down the street to stay and
B. A ride to that short distance.

I would have ordered drinks, sipped water in between, and stopped when I felt content but:

A. There was no water served complimentary (and I’m bad enough at getting the wait staff attention and deciding on a beverage)

B. Even after I was kind of done, shots kept being brought over on large round trays.
C. I started eating stuff but got distracted.

Before this night I had only thrown up two times in my life that I could remember. Now the count is up to three.

1. The first time I can remember, I was six years old and had the flu. I didn’t know I was going to throw up because I was not familiar with the process. I went into my parent’s bedroom and uttered, “Mom, Dad, I don’t feel so good.” before emphasizing the statement with the ultimate exclamation point. If I would have understood what was happening, my bedroom was right next to the bathroom.

2. I was hospitalized. No, not hospitalized for drinking, but for some malady that I was stuck with an IV and given anti-nausea medication with morphine and vicodin afterwards. I slept a lot on a couch in the kiln shed for days (as this was my tent days). The fact that mice and bugs were likely sleeping with me didn’t even phase me I was so sick.

3. Wednesday night.

Before I was sick, I observed both people getting wasted (with the full intention of driving home) and people who weren’t drinking (because they needed to drive home). I chatted up people with less and less clarity. Then, so and so hair washer from Communication Revolution: Quashed!, if you remember that post, wanders over.

At this point, I do remember what happened, it’s more of the order of operations that gets vague- so anyone who might read who was there, I apologize for anything I mixed up.

He wandered over, started making some vague confessions about how he knows I wanted to be his lab partner along with some vague, drunken implications of how he’d miss me. I confess to the company around me, my lab partner (on my left) and someone who sat on the other side of me those six months (on my right) being stood up in February. I admit that I haven’t really talked or interacted with him since, and he with me. And now, suddenly, awkwardly, he was talking to me like we were old, close friends.

He comes back over, from behind, playing with my braids. He admits that he was sorry we didn’t hang out. I clarified that he stood me up, like he had to wash his hair or something. He clarified he stood me up because he was worried about what his girlfriend might think. I clarified that I just wanted to hang out and not hook up. He clarified that of course we were just going to hang out in a very unconvincing way.

I have to ask if what just happened actually happened. I was told that yes, yes it did. That this dick just admitted he stood me up to wash his girlfriend’s dog’s hair and that he was expecting to hook up with me.

The king of awkward wasn’t crowned yet as he hadn’t yet told me about my boobs. Now he admitted that wow, I had really nice ones. He said that the shirt I was wearing was very nice and that my boobs were very nice and they looked very nice in that shirt. I couldn’t tell you how many times he mentioned my chest. I was asked if I dressed up for the last class. I told him that most of my hot summer weather clothes were like this. This was an odd throw back to some things that were said when we were communicating via net send. He then implied that I looked good. That was flattering. Flattery like that, versus having your boobs talked to shifts the line over to Creepyville, population: this guy.

He told me he was sorry he’d stood me up and that we should hang out. He said I had his number and I should call him. I don’t think he was looking at me to answer. It was that good-looking, charismatic guy thing where he obviously thought that my boobs had answered for me, and of course we’d hang out some time.

Why do assholes like me?

This is about when I started feeling sick. One could argue that the reasons why this was were listed further up in the post. One might say that the more recent events broke the camel’s back. Some might even go as far as to point out that it was an appropriate reaction to what was said and done right before hand.

Still, it’s pretty embarrassing and not something I would like to take up on a regualar basis. I can say with some confidence it’s not something I’d ever really want to do again.

So, the guy sitting on my right, the guy who had been sitting at my right these past six months, helps me up and over to the ladies room where I proceeded to give the cleaning staff a challenging and fun filled evening. The sink was closer and I have bad knees. The sink also clogs faster.

When a someone stands by when you’re at your worst and doesn’t make you feel any more guilty about it afterwards, you know you’ve found a great person. So, Righty follows me into the restroom shortly after to check on me, having received permission to be in the sacred temple of Women’s Restroom. By now my time sense is completely gone, so I don’t know how long we were in there with me confessing how much of jackass I felt like and him confessing that he’s done crappy things in his life too, and he’s happy to help. I shouldn’t worry. That made the evil looks of the wait staff as they brought me ginger ale a little easier to take. I don’t blame them. I’d be giving me evil looks.

Wednesday: the best of people, the worst of people.

Someone who teaches for a living and does it well is still essentially doing their job, even if the people being taught are eternally greatfull for not getting someone who sucks. When one is graduated and is no longer in a teacher-student situation with a person, and you’re just people, there’s no real underlying motivation to go above and beyond. There especially is no clause saying you have to give that person a place to crash, your bed, clothes to sleep in, cab fare, and a juice box.

And once again, no additional guilt was given. It was: easy-day, being called a ‘little rock star’, and saying that we’ve all been there.

So, now that I’ve arrived there, I will admit that it’s still not something I get. I don’t expect to go there again any time soon.

I appreciate all the messages I got asking me if I was okay, and really, I am. Even more so since I was surrounded by good people, along with those who suck.

I don’t know what will happen with said people as I have experienced time and time again how hard it is to make long and lasting connections with people, especially when you give them such a positive, lasting impression. I do know that they’re likely not to offer me anything to drink.

Historical posts:
Communication Technology
Communication Revolution: Quashed!

Communication Technology

So, people have a hard enough time with regular socialization skills. Now with all the tiers of communicating, it’s a wonder anyone can keep up. It’s not just technology to master, otherwise geeks would be super-pro at socialization.

First there were people communicating at social gatherings and work.

Then there was phone.

Now there is *deep breath* AIMPhoneMSNICQCellPhoneMySpaceEmailFacebookBlogRTSTextMessageForumMMORPG *another breath* -you get the idea. You figure this would ease communication. We’d be super in touch with everyone all the time. No. Because there is no way someone is going to call you to tell you something important if they can text you even if you disabled text messaging because you’re either dirt poor or got sick of getting texts of “hi :)” (or both). Even though you told them in person that you blocked texting, they forgot and they don’t like talking on the phone. They’d rather enjoy Olympic button pressing and staring at a post-it sized screen for 5x the time it would take to say what they needed to. They scoff and think that if you really cared to keep in touch with them, you would enable texting so that you’d get that one important text out of 500. And don’t dare ask them to email you, because that’s *totally* not the same thing.

I once had a boyfriend who argued with me on the phone until I downloaded an instant messaging service to talk to him. It doesn’t matter that we had cell phones, texting, and SKYPE (back when you could dial out for free). This was his most comfortable way of communicating, so I better adapt. On some level, I can understand. You can minimize the other person, don’t need to listen to their tone of voice, can play your RTS or MMORPG, have both hands to type unlike a cell phone, and they don’t know if you got up to get a bagel or pee. On the other hand, we were kind of trying to be emotionally intimate. One other advantage of online messaging is that I still have logs from these chats. That’s what I need… a record of how much I don’t stand up for myself. Hindsight is supposed to at least be softened by memory, and here I have a .txt file showing how pathetic I can be.

Sure, check your email, but make sure you have your FacebookMySpaceLinkedInRandomNetworkingThingies configured to let you know when someone sends you a message on one of these websites. But usually, you can’t read it in your email. I go into my email, see I have something on facebook, and in facebook go to my wall or my inbox… TWO separate methods of communication in ONE networking tool that tells you through email.

Woe onto you who have more than one email. I have two… one that I have had since… before it was cool. The other I got in college and has forums for jobs and places to live and alumni and dialogs on campus and stuff for sale and calls for art. It also has instant messaging built in too… so instant messaging services open and go into your email with yet another instant messaging service and texting on the cell phone in your pocket that can also ring… I’m sorry if I haven’t got around to checking my other email in awhile.

We’re not at the sad part yet. Want to know what the sad part is..? I’m part of a generation who is used to it. Sure, I set my boundaries. I’m on facebook. I’m not getting MySpace too. I’m not enabling texting for the pope- if you’re at your cell, call me!

But I’m used to it to the point where it is ingrained in me as a socializing solution to my communication shortcomings. That’s right, I sometimes look for even more alternate forms of indirect communication… Sure, I could turn around and say something to the funny and good looking guy in my IT class who I’ve thought was pretty cool since the first class (even if he does have a girlfriend but who cares it’d just be nice to communicate). Or, instead risking getting giddy and giggling like an idiot, I’d could go run, cmd, net send…

But the instructor set his boundaries. Thou shall not abuse net send or I shall disable it. Don’t make me do it.

And then people started writing batch files that sent net sends by the hundreds… and logged into other computers with remote desktop to say ‘it wasn’t me’… and flirted using poetic computer based metaphor (Oh, wait, that was just me… and him… as far as I know).

It’s ridiculous, and I realize it. I looked myself in the eye reflecting in the monitor and made a decision.

I asked for his cell number in the parking lot. *cheers* Score one for the communication revolution! At some point in the future, we will hang out and communicate outside of class- in person!

…now I just need to call it …and stop giggling at everything he says to me in person. Yes, even I- currently rated number three most confident on the compare people face book application of all my facebook friends who also have said application- can get shy. (see documentation above)

With all the additional ways to communicate and keep in touch with people, it’s true, we still don’t know how to communicate with other human beings. The opposite sex… oh, forget about that. This isn’t Star Trek you know. We don’t have the technology.

Follow up posts:
Communication Revolution: Quashed!
Wednesday Night