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Author
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Topic: Computers
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Bob Maar
(Maar stands for Maartini)

Posts: 28608
From: New York City & Newport, RI
Registered: Feb 2001
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posted 08-08-2005 08:43 AM
Rated G
Actual dialogue of a former Wordperfect Customer Support Employee (CSE)
Customer Support Employee (CSE): May I help you?
Customer: Yes, well, I'm having trouble with WordPerfect.
CSE: What sort of trouble?
Customer: Well, I was just typing along, and all of a sudden the words went away.
CSE: Hmm. So what does your screen look like now?
Customer: Nothing.
CSE: Are you still in WordPerfect, or did you get out?
Customer: How do I tell?
CSE: Can you see the C: prompt on the screen?
Customer: What's a sea-prompt?
CSE: Never mind. Can you move the cursor around on the screen?
Customer: There isn't any cursor: I told you, it won't accept anything I type.
CSE: Does your monitor have a power indicator?
Customer: What's a monitor?
CSE: It's the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it's on?
Customer: I don't know.
CSE: Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?
Customer: Yes, I think so.
CSE: Great! Follow the cord to the plug, and tell me if it's plugged into the wall.
Customer: I can't. It's dark out here.
CSE: Dark?
Customer: There's a power outage.
CSE: A power... A power outage? Aha! Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in with?
Customer: Well, yes, I keep them in the closet.
CSE: Good! Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.
Customer: Really? Is it that bad?
CSE: Yes, I'm afraid it is. Customer: Well, all right then, I suppose. What do I tell them?
CSE: Tell them you're too stupid to own a computer.
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Bob Maar
(Maar stands for Maartini)

Posts: 28608
From: New York City & Newport, RI
Registered: Feb 2001
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posted 09-17-2005 02:30 PM
Rated G
HOW TO GET BETTER SERVICE ON YOUR MACHINE
Do not call for service until everyone concerned has had time to form an opinion as to what is wrong; allow each person the chance to correct the problem.
Whenever possible, all controls and adjusting screws should be turned.
After several days, when the machine malfunction has become a major emergency, place an urgent call for service. Fridays are best, but anytime after 4PM is OK.
Alert all personnel so that each can give their version of what is wrong. Suggestions of how to fix the machine will be welcomed by the serviceman.
Hide the service history log that is found inside the machine.
Make several references to the man who was here for the same problem last week.
Have at least eight graduate engineers present to ask highly technical questions which are in no way related to the immediate problem.
The minute the serviceman arrives, ask what caused the delay.
Make it clear that he was to arrive two days ago. Before he can answer, ask him when the machine will be back in service.
The machine should be as dirty and greasy as possible. A mixture of oil and pencil sharpener shavings work well. If the machine has electrical components, add staples and paper clips.
Assign someone to supervise the repair. A person who has never seen the machine before is preferred. Bad breath is a big plus.
Ask again when the machine will be ready for use. Be sure that the lights are off in the room where the machine is to be repaired. A good serviceman can fix them blindfolded. Ask if the machine is ready yet. If the serviceman is looking at a schematic diagram, ask if he knows what he is doing.
When the repair is completed, tell him what a swell job he did.
Tell him that the job should be swell,it took long enough.
Try to talk the serviceman down on the bill. Those big companies make too much money anyway.
After the serviceman has gone, call his supervisor and tell him the machine is now worse than it was before.
Follow up with a letter and send a copy to the company's home office.
Follow the above rules on every service call, no matter how small the problem is.
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