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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 (1,171 Views) | |
| silvershoes | Oct 27 2009, 02:24 PM Post #31 |
Member
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No - but you are.  |
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| Will | Oct 27 2009, 03:09 PM Post #32 |
 
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To belittle a specific person for something is certainly against staff conduct, but we should be able to share our opinions openly. We're members and users of the service as well. The only difference is we can see a few extra forums. Seriously. 
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| cvn-tv-dip | Oct 27 2009, 03:12 PM Post #33 |
Retired Soliloquist
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Thanks for ignoring my post that I painstakingly put together at my own expense of time. If you're going to be like that, don't post in the first place. Moving on with the rest of you that are actually being relevant to the topic...
I use the IF Redux theme. What color should it be?
I see that happening sometimes - mainly server downs, conversions, and Google ads. Whenever a server is down, many people say the most obvious thing, "My server is down". No wonder server topics get closed. I guess one thing IF can continue to improve on is making server announcements as soon as possible and clarify to the members effectively (something like "periodical maintenance, staff is notified, please be patient"), since after all, people do get upset when their server goes down and the message doesn't get to them clearly. And remember the times the support was moved to temporary ZB? No matter how big and long the STOP box was, people still kept coming here for support. I personally think it could've gone better and more links should've redirected there, but oh well, it's past now. Edited by cvn-tv-dip, Oct 27 2009, 03:24 PM.
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| OcelotJay | Oct 27 2009, 07:39 PM Post #34 |
<3 mine Miaow
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I think it depends - generalising matters of technical support ignores the variables for each platform; sometimes it may be inappropriate whilst other times it might not be. Causing offence, however, is never a reason to refrain from anything. We use that excuse too often to protect people's sensitivities in a society that is increasingly overprotective of people who don't read or listen or bother to comprehend what's going on but will take a snippet and blow it out of proportion. Unfortunately in my position I'm somewhat expected to do the same, but I refuse to.  I provide various levels of support for benefit claimants and it's true that I can't air my opinions publicly (nor should I) about specific cases; I can bemoan my colleagues but that's about it. Aside from the fact that I could let slip sensitive information, there's huge pressure on government agents of every sort to promote a happy, smiling face on the government - any form of criticism, aimed at customers, staff or management, is strictly forbidden. That said, we're not prevented from raising issues with the customers, especially if it can help prevent it from happening again. There are stupid things people do all the time and it's on our heads to try and stop it. Often it's because they don't understand or weren't aware of something, and I think it's only fair to let it slide. But there are some issues that arise out of intentional ignorance - some people wilfully ignore advice or instructions for reasons I can't comprehend, or they think that it should be done this way and refuse to co-operate, and in doing so they generate problems that could have easily been avoided had they just read up or paid attention or listened or used common sense. This goes for just about any form of support provided - over the phone, face-to-face or online, and I don't think it's unprofessional for staff to point out common problems that can be avoided. The guys here aren't trying to be malicious and while I know that some might take offence to things said, that's something that happens whenever anyone dares to offer an opinion that isn't kissing ass. You ask if it's worth it. Considering how often we're expected to hold our tongue and avoid expressing anything negative for the sake of arbitrary niceness, I say yes. It's better to risk "rocking the boat" with open and honest dialogue than not at all. 
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| cvn-tv-dip | Oct 28 2009, 02:43 PM Post #35 |
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Retired Soliloquist
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Thank you OcelotJay and also Will and Nemomon for explaining the situation here. Don't get me wrong - I do enjoy giving support and helping people (though I admit I don't pay as much attention as I did before so I don't help out as often). Much of the time things work out for the users. What we addressed here was just a few cases out of the whole. And I do hope that people get their problems solved. If they did, great; if they just went their own ways without listening, that's their own loss and we can't do anything more about it. Either way, it's case closed for us. Edited by cvn-tv-dip, Oct 28 2009, 06:48 PM.
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| Nemomon | Oct 28 2009, 03:18 PM Post #36 |
Go Dizzy, Go!
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If we could not enjoy giving support, we would not giving it. Same for us, normal users, and same for Support Staff. Brandon, Brian or any other don't force us to give support, we are doing this, because we want, and we like. As Stephen said, we are not computers, we don't need to know everything, more, some aspects of boards we cannot know, unless we are Support Staff. But even if we want and like giving support, we also can say what we like or not. In general of course, when given thing happen many times, not just once 3 years ago, when the stars were right, and Great Cthulhu appeard here. We are just humans, and sometimes we will to say something about "stupidy" in general, without showing proofs or going into details. |
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| reaper the hedeghog | Nov 15 2009, 04:37 PM Post #37 |
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i only get pissed off when i see a "0 reply topic" thats been up for a while especially when it's mine! >:( |
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| Will | Nov 15 2009, 05:46 PM Post #38 |
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I very rarely see this. When I do it's usually because: a. The user did not provide a clear topic title, or used a generic title such as "Help" b. The topic contents or the question being asked was unclear grammatically, logistically or posted in the wrong section c. The topic breaks a board or section rule d. The topic does not contain a link to the user's board (though these typically receive obvious responses quickly) e. The question being asked is genuinely complicated, or can only be answered by Brandon Aside from those few cases, the peer-to-peer support here is very timely and without it our small staff team would be swamped very quickly. |
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1:29 AM Nov 24
