I've heard stories about our tech support having to explain what a "desktop" is, but the one call I'll always remember was when our lead dev had to explain to a customer what sort of information they could put in a particular blank in the software. He had to explain the difference between numbers, dates, and text several times, the final attempt was something like:
Quote:
You can put in a number, a date, or text. If you wanted to keep track of how many kids one of your customers had, that's a number. If you wanted to track their birthdate, that's a date. If you wanted to put in the names of their kids, that's letters, it's text.
During that call, he also put the customer on hold and swore most strongly at them. It was really terrible. The call went on for something like two hours. The whole time he looked like he was ready to cry.
Tech support's bad, but when you're a little start up company that's convinced your customers that you should be their one-stop shop for all tech support questions, not just the ones for the software you sold them, it's
really bad.
-- I've got a million of 'em --
We also do a lot of remote assistance style support, where we connect to our customer's computers and fix issues for them directly. The standing policy is that if the customer is using the system, you minimize it and wait for them to be done. I've spent a half hour waiting for a customer to finish playing solitare before I got to fix a problem. I hear stories about catching our customers looking at ASCII porn. I got a good laugh the one time we caught one chatting in in a lesbian IRC channel. We're pretty sure the customer involved wasn't even a woman, let alone a lesbian... Which is probably pretty normal for a lesbian IRC channel, come to think of it. And for the record, THEY connect to US, and it changes the color of an icon in their system tray -- they have to know we're watching.