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It's not Me. It's You. (updated)

John Federico

There's a bug in one of the blogging platforms I use which has been consistently appearing during regular use. (Not this one, BTW.)

It's a minor bug, but it's appearance has become annoying and tedious. I continually remind myself that the service is free, and that I shouldn't complain.

Yesterday however, I figured I should take a moment to notify them about it as it could be helpful for them to know.

The response (from offshore) is below:

We are very sorry you are having this problem. We are going to ask for some information and make some suggestions that may help:

What web browser and browser version are you using?

 Problem number one: this information was automatically included in my original message. This leads me to believe that he's a) new to the company, b) an infrequent contractor or c) has his head up his ass.

Regardless, as the customer, I don't care. I expect you to read the message that I took the time to write and send to you.

 

Are you running any web browser add-ons you could try disabling?

Does restarting your computer and your modem/router help at all?

Are you running any security/firewall/proxy software on your computer or network that could be affecting your connection to (redacted)?

Thanks for using (redacted),

Pavel

(redacted) теперь по-русски (!)

 

The content of the message makes one overarching assumption that is carried throughout: you, the customer, must be doing something wrong.

Now, I understand that they deal with many more n00bs than they deal with experienced people. Furthermore, I've been troubleshooting technology issues for more than 20 years, so I understand how frustrating it can be to work with inexperienced users.

But come on: why do I need to upset everything to help you solve your problem?

To be clear, the support rep expects me to:

  • Change my operating environment (uninstall or deactivate add-ons)
  • Restart my machine
  • Restart my network infrastructure

More surprising (at least to me), is the rep expects that I would be willing to do this in order to continue using their service.

Perhaps I won't? Then what will they do?

In summary, the user is not always the problem and your service may not always be worth the trouble.

Think about that when you build your customer support infrastructure - even if your service is free.

 

UPDATE:

And...... it continues.

I responded to the support rep and provided all the information he asked for. What did I get back? More of the same. [Facepalm]

Other than removing the name of the service, the rep's response is unchanged.

 

Sometimes the cache where you web browser stores images and other web data can become corrupted or outdated. Does clearing or deleting your web browser's cache / offline files / temporary internet files help?
You can find info on how to do that here: http://www.wikihow.com/Clear-Your-Browser?-Cache
-
(redacted) and other websites use "cookies" to store information in your web browser. Sometimes, these cookies can become corrupted and cause problems.
Try deleting your web browser's cookies for (redacted) and see if that helps. Let me know if you still have a problem.
Info on how to delete cookies is at:
http://www.wikihow.com/Clear-Your-Browser's-Cookies
-
Does restarting your computer and your modem/router help at all?
-
Sometimes reinstalling or upgrading your web browser can help fix problems. Have you tried a free upgrade to the newest version of Firefox?:
http://www.mozilla.com/firefox/
Thanks for using (redacted),
Pavel
(redacted) теперь по-русски (!)