Need tech support scenario

Killer_Rubber_Ducky · 11-17-2010, 01:47 AM

I am at work and have been selected to create a customer support scenario for Dell training on Alienwares. I need some good scenarios that will challenge the agents here at work. I am supposed to pose as the customer. It has to be a technical problem but can also be a PEBKAC issue too.

FordGT90Concept · 11-17-2010, 02:12 AM

Computer won't turn on. The challenge is in determining how long you try to talk to the customer before deciding to have them send it in or send a technician. Important because both of those options are expensive to the company but so is wasting time talking about something that likely can't be fixed over the phone.

twilyth · 11-17-2010, 02:15 AM

If you want to be a real dick, give them a heat intermittent chip problem.

Basically, you would have a pc that was a few years old and had never been cleaned. Plus you've got a 2 dogs and a cat so there's always dust and fur flying around. It turns out that your heatsink is clogged and whenever the temp gets over 80F, the system becomes unstable. Sometimes it shuts down very close to 80 if you're playing a game or doing something cpu intensive like video encoding. Sometimes, it can get up to 85F with no problem if you're just surfing.

If they don't have a lot of experience, that might be a mean trick to pull. But if they've been doing this for a while, I'd hit 'em with it.

jmcslob · 11-17-2010, 02:20 AM

Make it something simple to do with a customer that has limited to no Tech skills.

I'm a tech support and I can tell you that the issue itself is never a problem, It's getting the customer to do what you need them to do in order to resolve the issue that's always the problem..

Ive literally had to spend 3 hours on the phone with someone teaching them how to turn it off...then another hour getting them to understand how to get it back on...

Issues will have an answer on the system or a case will be filed...so the answer is never a question..It's always getting the end user to do what they need to do.

xfire · 11-17-2010, 03:10 AM

Xp won't boot cause boot manager is corrupt. Now, all you have is an xp cd. Should rescue it without formatting.

theJesus · 11-17-2010, 04:38 AM

Computer blue-screens trying to load windows, but restarts too fast for the customer to see what it says or hit pause/break. Booting into safe mode stops at a black screen with just a mouse cursor. The only thing customer is able to do at that point is turn on sticky keys.

This is an actual problem I've come across at work. It's caused by a corrupt nvidia driver for an old onboard gpu after doing windows update. Just turning off windows updates or hiding the specific update doesn't prevent the issue from happening again, because the customer has Vista without SP1 and the driver is installed every time they try to update to SP1.

To be honest, my coworker and I have been unable to find a permanent solution for this beyond just getting a dedicated gpu and disabling the onboard video.

DrPepper · 11-17-2010, 04:59 AM

Terrorists have planted a nuclear device in your pc. It has a 3 minute timer and they need to deactivate it and rigged the side panel as a trigger if they try open it. They are also under attack from Nazi Zombies and have 2 minutes til the zombies breach the building.

theJesus · 11-17-2010, 05:09 AM

Quote:

Originally Posted by DrPepper

Terrorists have planted a nuclear device in your pc. It has a 3 minute timer and they need to deactivate it and rigged the side panel as a trigger if they try open it. They are also under attack from Nazi Zombies and have 2 minutes til the zombies breach the building.

Cut the case open, remove the nuclear device, toss it at zombies, run like hell.

Papahyooie · 11-17-2010, 05:13 AM

The customer's "friend" has gotten his tongue stuck in the intake fan. However, the customer seems to have a strange accent and you can barely understand him. Moreover, he insists that this issue needs to be resolved very quickly, due to his "friend" looking at pornography on his computer, and he only has a few minutes before his mother gets home.

theJesus · 11-17-2010, 05:32 AM

The computer is trying to kill the customer.

yogurt_21 · 11-17-2010, 01:31 PM

this is so easy, have the customer tell them that they are getting a bsod. then have them try and talk the customer through the problem.

since customers never describe things accurately the actual error happening is an internet explorer sys-webforms 12029 error. See how long it takes them to get to the conclusion that what the customer describes is not accurate and then see how long it takes them to coach the customer into giving an accurate on screen description.

should take all year.

11-17-2010, 01:47 AM	#1
Killer_Rubber_Ducky New Member Join Date: Mar 2010 Posts: 7 Thanks: 1 Thanked 0 Times in 0 Posts Dislikes: 0 Disliked 0 Times in 0 Posts	Need tech support scenario I am at work and have been selected to create a customer support scenario for Dell training on Alienwares. I need some good scenarios that will challenge the agents here at work. I am supposed to pose as the customer. It has to be a technical problem but can also be a PEBKAC issue too.

11-17-2010, 02:12 AM	#2
FordGT90Concept Senior Member Join Date: May 2009 Location: IA, USA Posts: 18,518 Thanks: 5,053 Thanked 5,019 Times in 3,423 Posts Dislikes: 133 Disliked 139 Times in 129 Posts	Computer won't turn on. The challenge is in determining how long you try to talk to the customer before deciding to have them send it in or send a technician. Important because both of those options are expensive to the company but so is wasting time talking about something that likely can't be fixed over the phone. __________________ Doc, note: I dissent. A fast never prevents a fatness. I diet on cod. . --Professor Peter Hilton

11-17-2010, 02:20 AM	#4
jmcslob Senior Member Join Date: Jul 2009 Posts: 9,615 Thanks: 5,383 Thanked 4,735 Times in 2,750 Posts Dislikes: 31 Disliked 75 Times in 61 Posts	Make it something simple to do with a customer that has limited to no Tech skills. I'm a tech support and I can tell you that the issue itself is never a problem, It's getting the customer to do what you need them to do in order to resolve the issue that's always the problem.. Ive literally had to spend 3 hours on the phone with someone teaching them how to turn it off...then another hour getting them to understand how to get it back on... Issues will have an answer on the system or a case will be filed...so the answer is never a question..It's always getting the end user to do what they need to do. __________________ Yes, SK-1 I was probably using a Hyperbole or just felt like being facetious.... Last edited by jmcslob; 11-17-2010 at 02:22 AM.

11-17-2010, 03:10 AM	#5
xfire Senior Member Join Date: Apr 2009 Location: Hyderabad, India Posts: 1,720 Thanks: 1,650 Thanked 3,430 Times in 980 Posts Dislikes: 3 Disliked 10 Times in 8 Posts	Xp won't boot cause boot manager is corrupt. Now, all you have is an xp cd. Should rescue it without formatting. __________________ http://imkingsnake.blogspot.com/

11-17-2010, 04:38 AM	#6
theJesus Abusive nutcase moderator Join Date: Mar 2010 Location: Where the broken things are Posts: 19,013 Thanks: 21,240 Thanked 8,846 Times in 5,602 Posts Dislikes: 446 Disliked 194 Times in 169 Posts	Computer blue-screens trying to load windows, but restarts too fast for the customer to see what it says or hit pause/break. Booting into safe mode stops at a black screen with just a mouse cursor. The only thing customer is able to do at that point is turn on sticky keys. This is an actual problem I've come across at work. It's caused by a corrupt nvidia driver for an old onboard gpu after doing windows update. Just turning off windows updates or hiding the specific update doesn't prevent the issue from happening again, because the customer has Vista without SP1 and the driver is installed every time they try to update to SP1. To be honest, my coworker and I have been unable to find a permanent solution for this beyond just getting a dedicated gpu and disabling the onboard video. __________________ "Oh come on. Quit making excuses already. Even in a weird position, and doing it manualy, it only takes a couple of minutes. You are just being OCD about it or something." - Wile E "OMG the chair I'm sitting on! It has a penus!! " - Black Panther "Signatures should not contain quotes. It makes no sense." - DanTheBanjoman I doesnt afraid of anything!

11-17-2010, 02:15 AM	#3
twilyth Senior Member Join Date: Jun 2009 Posts: 11,280 Thanks: 7,402 Thanked 5,579 Times in 3,287 Posts Dislikes: 165 Disliked 124 Times in 107 Posts	If you want to be a real dick, give them a heat intermittent chip problem. Basically, you would have a pc that was a few years old and had never been cleaned. Plus you've got a 2 dogs and a cat so there's always dust and fur flying around. It turns out that your heatsink is clogged and whenever the temp gets over 80F, the system becomes unstable. Sometimes it shuts down very close to 80 if you're playing a game or doing something cpu intensive like video encoding. Sometimes, it can get up to 85F with no problem if you're just surfing. If they don't have a lot of experience, that might be a mean trick to pull. But if they've been doing this for a while, I'd hit 'em with it.

11-17-2010, 04:59 AM	#7
DrPepper Senior Member Join Date: Apr 2009 Location: Scotland Posts: 3,495 Thanks: 464 Thanked 912 Times in 590 Posts Dislikes: 4 Disliked 11 Times in 11 Posts	Terrorists have planted a nuclear device in your pc. It has a 3 minute timer and they need to deactivate it and rigged the side panel as a trigger if they try open it. They are also under attack from Nazi Zombies and have 2 minutes til the zombies breach the building.

11-17-2010, 05:13 AM	#9
Papahyooie Senior Member Join Date: May 2009 Posts: 1,649 Thanks: 284 Thanked 396 Times in 256 Posts Dislikes: 0 Disliked 0 Times in 0 Posts	The customer's "friend" has gotten his tongue stuck in the intake fan. However, the customer seems to have a strange accent and you can barely understand him. Moreover, he insists that this issue needs to be resolved very quickly, due to his "friend" looking at pornography on his computer, and he only has a few minutes before his mother gets home. __________________ "Apple doesn't give a shit about you or anybody. They'd slit your throat if they thought it would mike a nice looking minimalist blood splatter." Posted on a Marine Corps forum in a thread about MCMAP martial arts training: "the last time a biatch kicked my in the sac for banging her roomate I knife hand chopped her right in the throat."

11-17-2010, 05:32 AM	#10
theJesus Abusive nutcase moderator Join Date: Mar 2010 Location: Where the broken things are Posts: 19,013 Thanks: 21,240 Thanked 8,846 Times in 5,602 Posts Dislikes: 446 Disliked 194 Times in 169 Posts	The computer is trying to kill the customer. __________________ "Oh come on. Quit making excuses already. Even in a weird position, and doing it manualy, it only takes a couple of minutes. You are just being OCD about it or something." - Wile E "OMG the chair I'm sitting on! It has a penus!! " - Black Panther "Signatures should not contain quotes. It makes no sense." - DanTheBanjoman I doesnt afraid of anything!

11-17-2010, 01:31 PM	#11
yogurt_21 Senior Member Join Date: May 2009 Location: Arizona, USA Posts: 3,456 Thanks: 7,328 Thanked 1,658 Times in 988 Posts Dislikes: 69 Disliked 20 Times in 17 Posts	this is so easy, have the customer tell them that they are getting a bsod. then have them try and talk the customer through the problem. since customers never describe things accurately the actual error happening is an internet explorer sys-webforms 12029 error. See how long it takes them to get to the conclusion that what the customer describes is not accurate and then see how long it takes them to coach the customer into giving an accurate on screen description. should take all year. __________________ 1 WITCH. Thrice the brinded cat hath mew'd. 2 WITCH. Thrice and once, the hedge-pig whin'd. 3 WITCH. Harpier cries:—'tis time! 'tis time! 1 WITCH. Round about the caldron go; In the poison'd entrails throw.— Toad, that under cold stone, Days and nights has thirty-one; Swelter'd venom sleeping got, Boil thou first i' the charmed pot! ALL. Double, double toil and trouble; Fire burn, and caldron bubble.

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