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Alex Launi (alex.launi@gmail.com) had this to say on 11/14/07 at 12:47:
> On Nov 14, 2007 12:40 PM, Mike Leone <turgon@mike-leone.com> wrote:
>
> > Brian Stempin (brian.stempin@gmail.com) had this to say on 11/14/07 at
> > 11:39:
> > > This is true....some of the techs there will not diagnose your computer
> > if
> > > you're running something other than the OEM supplied version of Windows.
> > > You kinda have to lie to them...they don't get that bios utils will work
> > > regardless of the OS :-P
> > >
> >
> > It's not so much as they don't get it. Don't forget, they go by a script,
> > and if you don't have their listed requirements, they're usually not
> > allowed
> > to help you, because the company doesn't want to have the techs spend
> > their
> > time on any OS that isn't in the script, and that the techs migh have to
> > "wing it" to solve.
> >
>
> It's not even that, there's nothing stopping them from skipping part of the
> script to help you.
Sure there is. I knew a guy once who did that kind of first line phone tech
support. And they weren't allowed to deviate. Even when they knew better. Those calls are
sometimes randomly monitored, and if the supervisor heard that the tech
wasn't following company proceedure, there could be negative repurcussions
for the tech. (well, having the boss correct your behavior is a negative
thing).
So yes, *sometimes* (not always) there *are* things stopping them from
helping you, if you are not running the OS/software that the position is
mandated to assist.
> I really think they just don't get it. If they got it,
> then they would realize, "This is what I would normally do, but that's not
> going to fit this situation, but this part of my script is still applicable,
> so I will skip to there." But that's not what happens. Generally.
The 2nd level techs might do that, but not the first line guys. Many times,
they're the IT equivalents of grunts. Just do what you're told, and only
what you're told.
> --Alex Launi
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