The CSR Files

So there’s this big long thread from a guy who’s been getting some sort of registry error when trying to run the software as a regular user on XP. I was actually starting to get somewhere with this guy but, unfortunately, his reply to my email and the subsequent email exchange seems to have only made things worse…

My email: Please do the following ___.
Customer: That didn’t work. Here are some screen shots of the error. (We didn’t get them)
Not so stupid rep: We didn’t get the files. Please resend them.
Customer: Okay. Here they are again. (We get them this time)
Stupid rep: We apologize for the inconvenience caused to you. To resolve your issue you will need to contact your software vendor.
Customer: You have to be kidding me? If this software is manufactured and distributed by you, wouldn’t that make you my software vendor? ::continues rant::

In the words of Scar, “I’m surrounded by idiots.”

NOTE TO COMPANIES: When hiring people to support a product for business done primarily in English, make sure they have a grasp of the language.

Sometimes the lack of basic grammar skills practiced by those who are responsible for representing the company through email correspondence simply astounds me. for example, here’s an exact quote from an email that was escalated to second level support this morning.

Customer Email: I’m sorry I cannot attach the file you requested.

Note from First Level support providing reason for escalating to Second Level: customer has attached requested file.

I’m sorry. did we not learn the difference between positive and negative when we were taught English?

I love how people just don’t pay attention.

Guy writes in because he’s having a problem importing his files into our software.

The error he receives is a printer error and it’s a fairly common one so I send him the instructions on how to fix the printer error…

I receive an email yesterday from Guy who is now ranting that his issue has nothing to do with his printer because he is trying to print from one program to another.

I explain to Guy that printing from his program to our program requires the driver installed with our program and that if he’s having a problem doing this, he should fix the error, as I previously told him how to do…

This morning, I receive an email from Guy… asking how he goes about fixing the problem.

::bangs head on desk::