“I’ve wasted all this time and it’s your fault.”
Possibly the most infuriating attitude I ever encounter as part of my job is the attitude that it is somehow my fault that the user has no ability to problem-solve.
I’m not talking about ability to fix computers; I can quite appreciate most people can’t do that. What I’m talking about is more basic.
- A user’s computer is not working correctly.
- They spend 2 hours trying to work around the problem.
- They eventually give up and call me.
- When I arrive 2 minutes later, they rant about how they’ve had 2 hours of their time wasted because I take ages to fix anything.
In case it isn’t obvious enough how ridiculous this is, here’s the same situation in a different context:
- A user’s car will not start.
- They spend 2 hours turning the key over and over just in case.
- They eventually give up and call a breakdown service.
- When the breakdown service arrives 2 minutes later*, the user complains that they’ve had 2 hours of their time wasted because the breakdown service takes ages to fix anything.
Problem-solving is not about technical know-how. It’s about knowing that if there is a problem with your computer, the way to get it fixed it to tell me. As far as I’m concerned, the clock starts only once I know the problem exists. I don’t consider this to be unreasonable.