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| Times you're really annoyed in support sections; Share | |
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| Topic Started: Oct 23 2009, 04:05 PM (1,143 Views) | |
| cvn-tv-dip | Oct 23 2009, 04:05 PM Post #1 |
Retired Soliloquist
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Do NOT take this thread personally. This topic is for members to talk amongst themselves about their experiences on the trends, NOT about the users themselves in a personal way. I've been looking back at my old posts, and well... I saw several threads that tend to really stir up your emotions. There were a number of threads where someone posted, but never came back and logged in (usually that was the first and only post) before even reading any of the responses (some came within an hour or so). I wonder, what's the point of that? Why would you, seeking help, post here and yet leave before anyone has the chance to give that help? I don't mean waiting patiently for a day or so, because most of these people left within a few hours to practically immediately. It's a waste of time for them and for anyone helping them. At least... I can calm down by the fact that if they do this and in the end they don't get that help (because they never bothered to come back), that's their own loss, and if they somehow did work things out after all, I'm glad for them. If they actually returned and read the replies as guests and got what they needed, then that's good. There was one particular case where someone quoted my signature and just did not get what I was saying, so I had to repeat myself... Now up to there it's just my own reactions and it might not be that big of a problem. But some users are just plain rude. One particular example (which I will not link for now) begins with someone asking a question. A Global Support Member says something along the lines of "I doubt that's the case... can you provide more information?" The user in question just rudely replies to "I doubt that's the case" part, calling it "unhelpful", and goes on that the user will stop coming to support if people reply in this way. Seriously, that was the user's second post. The person was giving the support no chance at all. This shows being very impatient and disrespectful of the service that is voluntarily helping out with Invisionfree, also a service. I re-stated the support member's other part, "can you provide more information", which apparently the person never bothered to read and act accordingly. But sadly, the user has already left the board (meaning, didn't log back in since that second post), and probably did not look at the other two responses after mine either. It's awfully frustrating when the users are uncooperative like this, expecting helpful treatment while mistreating those trying to. I also remember a post I can't find, but remember what happened with it - basically the user asked for some help with something, and the thread was locked (it was probably server outage, but possibly something else). The user got angry and said "How can you treat me this way, I'll never use this support again" or something of that sort. I and also one of the staff tried explaining nicely that it was not meant to be any personal offense against the user, that it's just best for the thread to be locked, and that answers to the user's questions have indeed been explained, but the person was already gone by then. I guess I just don't like it when the message never gets to the other person in this sense since it means what will remain with that person is a negative view, and what I see as an misinformed, incorrect stance, for the service. The worst of all was another that I can't seem to find; I only vaguely remember it, but the point was that a user was complaining about repeated server downs, which admittedly have been happening a few times in the past week or two that time. Paraphrasing, the person said "This is ridiculous, I'm switching service". But let's think. Did that user ever try to do anything about it? I should note that it was the person's first and only post (user hasn't said anything before). The user claimed that this was happening repeatedly and gradually getting the user more and more angry, so why didn't the person ask what was happening the first time, or discuss what might be causing this? Instead of actually asking for support, the user just complained rudely and left. I really doubt the person sent any support tickets about it before this happened; based on this kind of attitude and conduct, I see this as overreacting and being plain unreasonable. I remember the problem not being as bad as the person claimed, but more importantly, I don't believe in this case that this was any reasonable to justify "running out of patience" claim. The evidence is clearly against that claim. No, to me it's equivalent to some stranger suddenly showing up just to insult IF for no reason. It just really made me upset back then. The person expects us to believe the user and accept this kind of conduct when all this time the user's been doing nothing? Seriously, there's no sense of appreciation of support or mutual cooperation here. So... any frustration you felt while you were giving support, or just using it? Edited by cvn-tv-dip, Nov 17 2009, 02:25 AM.
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| Nemomon | Oct 23 2009, 04:21 PM Post #2 |
Go Dizzy, Go!
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Personally I don't like only one thing, whenever we are helping given user, and that user won't say anything. I don't want or need any "thank you", since I'm not giving support just for that, however it's nice to see any reply from user we helped him or her. Then we know, that user came back and saw our voluntarily help. If that user could say anything, even "kiss my a.." I would be happy, because I could know that I didn't spend my time for nothing. Also, that bring mess. Support Staff are marking topic as solved only when user will come to it and will say that it is already solved. There is many, many solved questions, but messed in other, who actually need response only because its owner didn't cared to say "Problem solved". That don't take much time, but really help us and other users, who already need help.
Edited by Nemomon, Oct 23 2009, 04:21 PM.
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| Will | Oct 23 2009, 04:29 PM Post #3 |
 
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There are a number of scenarios that generally frustrate me:
I wish I were kidding. 
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| Jonathan | Oct 23 2009, 08:12 PM Post #4 |
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This I despise. It's just plain rude. It's just like posting your support question twice hoping it'll be answered faster - arrgh! |
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| Delirium | Oct 24 2009, 09:29 AM Post #5 |
Who Watches the Watchmen?
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When people use Theme & CSS Help for code support / how to do weird things that don't involve themes. |
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| Nicolas | Oct 24 2009, 09:42 AM Post #6 |
Awesome - Now coming to you in blue
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I dislike when people don't say thank you.  They say "this ticket can be closed now". |
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| Will | Oct 24 2009, 01:34 PM Post #7 |
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@Nicolas: I often wonder if that makes some people feel like they're more in control. "You can close this now" or "You can mark this as solved" certainly feels more like a command than anything else. Which, if it is, is incredibly rude as a thank-you substitute. I don't require praise or thanks for answering questions, but they sure do make me feel good about what I'm doing. Last night I thought of something else that really annoys the heck outta me: People who complain about their board running slowly and automatically blame us. 9 out of 10 times it's their fault. v_v |
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| Stephen | Oct 24 2009, 01:59 PM Post #8 |
Mine! Or I will help you not.
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After 5 years, I've learned to roll with most things. If there are tickets, topics and personal tickets about the same problem, I'll just close the others and stick to the best method. If a user is rude to me, I either warn them privately or ignore it if it's small. However, if a user is rude to staff or members, I may call them on it or warn them. I suppose that is the one annoyance I have. When new members treat staff as slaves or treat members as inferior to a response from staff or admins. True, members may not know everything, but they certainly know the basics that never change. Users who threaten to go to other services stopped bothering me a long time ago. In truth, if a user is going to react that way every time something occurs, I'd rather not have them here to listen to. And, if they are happier elsewhere, great. |
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| cvn-tv-dip | Oct 24 2009, 02:18 PM Post #9 |
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Retired Soliloquist
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I haven't seen too many cases where someone specifically asks staff to answer. And honestly, they have no right to demand staff to answer if they come to an open support section. If members can post questions, the same members can post answers. If the question is appropriate for staff intervention, they can use support ticket instead, and I would direct them so. I do remember a case or two when someone said "You're not even staff, so why should I listen to you" in a way other than directly asking for support. I simply tell them that facts don't change regardless of who says them. |
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| DavEdsel | Oct 24 2009, 03:42 PM Post #10 |
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Member
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Hello, everyone. I now admin a private Christian weight-loss support board. The original owner/head admin converted to InvisionFree about 5 years ago and the board upgraded to ZetaBoards a few years ago. The previous owner is having serious health problems, so she gave the board to me at the end of December 2008. I read this support board often and have found it invaluable. While I am now retired, the last 20 years of my career was in IT holding positions involving application development, system administration and user training and support. The user support that I have seen both when I do post a trouble ticket from the board and here are fantastic, IMHO. Yes, there are and always will be those users that really need to learn and use proper 'netiquette', but I see where they are handled quite well here. In general the support from ZetaBoards has been efficient, effective, and just plain great. Thought I would share my perspective and kudos as well. |
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| Tony | Oct 24 2009, 03:51 PM Post #11 |
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Katorga-12
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Plus: - People asking why there is no answer after mere minutes. - People complaining about lack of help from others. - People not using the DokuWiki. - People not posting a board link, who should be posting a board link. - Large images, which are against the board rules; and my screen size. - People posting 'no problem' after someone says thank-you. - People posting to say they don't know the answer. |
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| peteh | Oct 24 2009, 04:09 PM Post #12 |
Member
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I've never heard a minuet on the support forum, is there a music button I'm missing 
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| Tony | Oct 24 2009, 04:29 PM Post #13 |
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Katorga-12
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Yes. Staff only perk. It allows for audio to play through iTunes whilst we make our Zathyusiles™. |
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| HelenaZF | Oct 24 2009, 05:41 PM Post #14 |
advanced techno feeb
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I used to do tons of user support here, in fact, I was voted the Most Helpful member of 2006. Probably the thing that annoyed me most was the back-seat moderating--especially when it was done in a mean way. And yes, it was annoying to see some people lording it over others and getting away with rudeness, and some users' disregard for the time people put into figuring out just what their issue is or answering their topics. But it was fun too. Because if you look for it...there is a lot of humor in some of that stuff. This is a list I compiled that year of actual topics posted on the support forum: Help! I've banned myself. OMG! My board! Help! Someone has installed a 'You are an idiot.' alert pop-up on my board! MY FORUM IS CRAPPED PLEASE HELP! I saw some site and they had a thingy OMG Im Such A Dumbass Edited by HelenaZF, Oct 24 2009, 07:17 PM.
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| Nicola | Oct 24 2009, 05:53 PM Post #15 |
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I generally just get annoyed when people don't listen to us. Recently Nicolas gave advice to someone over a Ticket, and they said that they'd done it, and it hadn't worked, so Nicolas was stumped. We had an Admin account there so I checked the Admin logs, and guess what? They'd ignored the advice. I did what Nicolas advised, and it worked fine. Their issue was resolved. Somehow they ended up completely misreading my 'Oh hey guess what I did and guess how it was fixed' response and assumed they'd fixed it theirselves...by...magic? *sigh* Poor Nicolas doubted himself for a bit...and just because people just don't listen to us. With theme related support it really bugs me when they make changes you suggest, do it wrong, then revert it so you can't see the 'error' or just don't follow your instructions at all. Otherwise, I mostly find things amusing. Like when people call IF InvasionFree. For the record: We love invasions. |
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