Linux + VM Tech Support

[Mezzle]

Ok, so I've had issues today with my connection. Still having them, they're sending a tech out on Saturday.

However, I did find listening to the CSR quite amusing. The thick liverpudlian accent, and the promise that he'd "See what he could do about me being a Linux"

I know that most ISPs CSR's aren't trained to support Linux, and that I can accept, but surely, it'd be nice if they could actually understand what Linux is?

Anyway, apparently I'm a Linux...

So why was a tech booked?
My guess would be he/she didn't have an understanding of Linux is because.

• Its not a supported OS

• The agent though having 'some' knowledge of Windows ( because they have a MS PC ) and MAC because its also a better known OS than *NIX, just has not heard of *NIX.

• Sadly, no matter what center, agents are employed not for their technical knowledge, because apparently that can be given through a few weeks training, but they are employed for their customer care skills.

Long gone are the days of the tech savvy only support centers.

[Mezzle]

The tech was booked because the connection went down fully during the tests, and also there seems to be issues with the power levels on the modem.

I personally find that "Yes, I use Linux, just give me the Windows steps and I'll do the equivalent" seems to work most of the time

I was just randomly chatting in IRC about this and one of the o2/be internet techy guys said

<pete> admittedly when I do things like asking people what version of windows they use, I do it on purpose
<pete> on the rare occasions I get someone who fearfully admits to using linux, I say, "and what version of windows is that?"
<pete> you can feel the rage on the other side of the phone. it helps me get through the day
<pete> my point being that he probably said that intentionally.

[Peter_]

Originally Posted by Mezzle

The tech was booked because the connection went down fully during the tests, and also there seems to be issues with the power levels on the modem.

I personally find that "Yes, I use Linux, just give me the Windows steps and I'll do the equivalent" seems to work most of the time

I was just randomly chatting in IRC about this and one of the o2/be internet techy guys said

The support is only for the connection and if the connection is at issue then a Tech will be booked regardless of what O/S you are using.

I use Linux myself on Virgin and I am on the other end of the phone.

[Mezzle]

Originally Posted by Moldova

I use Linux myself on Virgin and I am on the other end of the phone.

You're not liverpudlian with a sick sense of humor are you ? :P

Good to know that some of the VM Techs use a decent OS though. I should probably get your name for next time I call, ask to be put through to you :P

[Peter_]

Originally Posted by Mezzle

You're not liverpudlian with a sick sense of humor are you ? :P

Good to know that some of the VM Techs use a decent OS though. I should probably get your name for next time I call, ask to be put through to you :P

I am not a football fan, and you get the next agent in line.

Why a Linux user feels the need to announce they use Linux is beyond me. This is something I keep to myself if I should call, see little point in being told its not supported. If I'm asked to perform any tests, netstat, ping, trace and the likes I just do it and give the results.

I remember working a customer facing tech support role and to be quite honest I enjoyed getting the Linux users.

Customer: RAARRRHHHH blablahblah, its not my computer I use Linux
Me: Oh thats nice, so what Distro, kernal revision, Desktop manager, window manager?
Oh have you set your IPtables or you going through a router, NAT/PAT?
Customer: *silence*
Me: Hello?
Me: Hello?
<Click Brrrrrrrrrrrrrrrrr.......>
Me: Hello?

I guess the moral of the story is, sometimes its better to say nothing and go with the flow till you know your safe

[Mezzle]

Originally Posted by xocemp

Why a Linux user feels the need to announce they use Linux is beyond me. This is something I keep to myself if I should call, see little point in being told its not supported. If I'm asked to perform any tests, netstat, ping, trace and the likes I just do it and give the results.

I don't go mental, but I prefer not to have instructions like "ok, goto start run, type in cmd.exe" etc etc, whereas, if I tell them I use linux, and to give me the Windows instructions, I generally get stuff like "can you run a ping" "can you run a traceroute" etc etc

And I'd be happy with someone asking me those kind of questions

[moaningmags]

I always say Sorry, we don't support Linux, but can you do this, that and the other for me, like traces, pings etc.
Now, lately they can't do that as they're buying netbooks and haven't a clue. If I have no clue and they have no clue I can't help.

Oh don't get me wrong friend, more is the time I've had a great conversation with a fellow *NIX user and we got places faster.
I don't know how but you can just tell sometimes that they are telling you their distro to impress or to try and get one over on you. Thats when a few simple questions brings things to light

Originally Posted by Mezzle

And I'd be happy with someone asking me those kind of questions

If I was in that kind of role I'm sure I'd enjoy listen to you answer and we'd waffle away for a good while.

Good luck with your builds/backports and I hope your connection issue is resolved quickly.

[admars]

I generally use Linux at home, just use XP for games, but when my broadband stops working, I go into XP for the tech support phonecall, as it's easier just to follow their instructions and do as told.

I work in IT so I know what it's like when you trying to help some-one who has called with a problem, but they think they're a know it all trying to be cleaver

[Peter_]

Originally Posted by admars

I generally use Linux at home, just use XP for games, but when my broadband stops working, I go into XP for the tech support phonecall, as it's easier just to follow their instructions and do as told.

I work in IT so I know what it's like when you trying to help some-one who has called with a problem, but they think they're a know it all trying to be cleaver

Its not worth trying to be clever as you can trip yourself up and look a fool.

[graf_von_anonym]

Originally Posted by Mezzle

Anyway, apparently I'm a Linux...

I'm not sure that's right. Aren't you a GNU?

[Mezzle]

Originally Posted by xocemp

Good luck with your builds/backports and I hope your connection issue is resolved quickly.

Someone looked me up

[KenK]

Originally Posted by graf_von_anonym

I'm not sure that's right. Aren't you a GNU?

Hands up everyone who can now hear Flanders and Swann singing "I'm a Gnu"!!

(If you didn't understand that comment, you're obviously younger than I am.)