My Friends,
Unfortunately, I must side with tech-support on this one. When it comes to computers, people are STRANGE. A patient will most often tell you the truth and go into insane detail about their problems because they want the pain to go away so they can move on with their lives. However, as someone who has spent years working in tech-support, I say WITH CONVICTION that our patients never speak to us that way.
* I can rarely get a client to tell me an error message, forget writing it down. Most often, they tell me they just clicked OK.***
* Most clients rarely have the patience to sit there and talk to me about their computer. Many yell at me, "Can't you just log on and fix it?!?!?"
* Often, one question leads to another question. Many, many error messages have more than one cause. See the previous point.
* The vast majority of clients don't have anywhere near the technical expertise needed to assist someone in tech-support by walking them through how the problem occurred.
* The vast majority of clients don't have anywhere near the technical expertise needed to follow the often complicated instructions to solve a problem. "Pull up Windows Explorer and go to the Amazing Charts program directory then edit the mySettings.xml file and enter <diagon> at the top to put AC in diag mode."
"What's a program directory? Can't you just log on and do it yourself? I don't have time for this sheet."
* There is no telling how your computer is configured. You may have your desktop totally rearranged or have AC installed somewhere else or have Windows Blinds installed making your Win8 machine look like Win7, etc., etc., etc. This means any instructions I give you may not work.
As you have probably deduced by now, the tech-support person in question, as well as many, many others, have been well trained to just log on and fix the issue themselves. With a phone queue showing 6 other people waiting for help, a supervisor bitching about how long each phone call takes, and irate clients (read: DOCTORS) giving them crap all day, a tech-support person is going to do what everyone else does:
Take the easy way out.
JamesNT
***I asked one person, in a rare moment of frustration, that if the error message said, "Clicking OK will allow me to have sex with your wife" would he mindlessly just click OK then?
Amazingly, I started getting screen shots of all error messages every time a problem came up thereafter.
.png "ACUF Donor I")
