All Tech – No Logic Tech Support Humor and Rants – "Share our pain."

31Aug/10

A Real Tech Support Contact Form

Get a life mario!

Computer Problem Report Form (Written by computer support people)

1. Describe your problem: ________________________________________________________________

2. Now, describe the problem accurately: ________________________________________________________________

3. Speculate wildly about the cause of the problem: ________________________________________________________________

4. Problem Severity:

A. Minor__
B. Minor__
C. Minor__
D. Trivial__

5. Nature of the problem:

A. Locked Up__
B. Frozen__
C. Hung__
D. Strange Smell__

6. Is your computer plugged in? Yes__ No__

7. Is it turned on? Yes__ No__

8. Have you tried to fix it yourself? Yes__ No__

9. Have you made it worse? Yes__

10. Have you had "a friend" who "Knows all about computers" try to fix it for you? Yes__ No__

11. Did they make it even worse? Yes__

12. Have you read the manual? Yes__ No__

13. Are you sure you've read the manual? Maybe__ No__

14. Are you absolutely certain you've read the manual? No__

15. If you read the manual, do you think you understood it? Yes__ No__

16. If 'Yes' then explain why you can't fix the problem yourself. __________________________________________________________

17. What were you doing with your computer at the time the problem occurred? ________________________________________________________

l8. If you answered 'nothing' then explain why you were logged in? __________________________________________________________

l9. Are you sure you aren't imagining the problem? Yes__ No__

20. Does the clock on your home VCR blink 12:00? Yes__ What's a VCR?__

21. Do you have a copy of 'PCs for Dummies'? Yes__ No__

22. Do you have any independent witnesses to the problem? Yes__ No__

23. Do you have any electronics products that DO work? Yes__ No__

24. Is there anyone else you could blame this problem on? Yes__ No__

25. Have you given the machine a good whack on the top? Yes__ No__

26. Is the machine on fire? Yes__ Not Yet__

27. Can you do something else instead of bothering me? Yes__

28Aug/10

What You Say, What We Hear

tech_support-13016

What you say: "My website was hacked, your server security sucks!"

What we hear: "I most likely have the oldest install of Joomla/Drupal/WordPress/etc. known to man installed on my site and as such there are so many vulnerabilities that could have been exploited it will make your head spin. Either that or I don't understand some simple software security concepts."

An insider's look: First off, I'm going to address the biggest misconception in this complaint.

*Clears Throat*

There's a simple explanation as to why it's not our server security that was exploited, it goes as follows:

There are hundreds of accounts on a server, if the entire server was compromised, we'd hear about a great many more hacked sites.

If the entire server was compromised you can bet we'd tell you about it. There would probably be a status post on the server problem as well.

It's that simple it really is.

Another common vulnerability is that of your account password. If you have a weak password such as something like: "password" then you're just asking to get your account hacked.

If you really wanted to use something like: "password" you could change it to something much stronger like: "P@s$w0Rd"

In short: Keep your site applications up to date and make sure anything you install is reputable because it's not our job to make sure your site is secure. It would also be a really good idea to spend some time doing research on how to harden your applications against attack and don't forget to use strong passwords.

27Aug/10

Must Be Gremlins!

Give the gift of the Mogwai!

I've only heard these monsters of myth and legend mentioned in hushed tones.

These little guys can be cute little balls of fluff waiting to screw with the settings of an unsuspecting user or admin. Or they can be scaly, sharp toothed little bastards that mercilessly tear the code in computer files to shreds.

Either way the only trace of their existence seems to be the carnage left behind.

Well I've decided to take a stand against these little terrors.

Below is a description of what one may or may not look like as well as it's eating and breeding habits. That way you can be more proactive about taking a stand against this menace.

Scientific Name: Mogwaius-Screw-Shit-Upus
Common Name: Gremlin

Common Varieties

  • Server
  • PC
  • Mac Gremlins (I'm told these are far less common but the environment in which these creatures thrive would dictate otherwise)

Natural Predator(s): Techus-Supportus-Awesomnuss (Technical Support), Adminus-Grelminus-Nightmareus (Server Administrator), User-Non-Lazius (A Smart User)

Natural Prey: User-Dip-Shitus (A User that won't RTFM)

Natural Habitat: These creatures inevitably show up and thrive in environments where user intelligence seems to be at a minimum. These sneaky, little, bastards know how to cause the most problems in the environment least prepared to deal with them!

Precautions Against Infestation: Germlins seem to be utterly repelled by anything that shows intelligence or a desire to learn about how things work. As such a simple precaution is to do research in to the computer systems you use on a daily basis.

I have a feeling that is why Tech Support and Server Administrators are their natural predators.

Common Sources of Repellent: Google, a local book store, any child under the age of 12.

Size and Color: This has been impossible to determine as once these critters have struck they disappear, even in broad daylight.

Unconfirmed reports however have yielded the following:

Height: Approximately 6 inches to 1.5 feet in height
Color: Varying colors, generally black, brown, or white
Eyes: These creatures seem to have rather large eyes that make up a majority of their facial structure

Gestation: Seems to vary based on the average IQ of the person in the room. The lower the IQ the faster these things seem to appear.

Diet: They don't seem to eat anything, but rather live on the carnage they cause. Those that are stupid enough to not believe in the existence of these creatures refer to this as "User Error."

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25Aug/10

How to Write Spam Email Subjects

Printer Meets Louisville Slugger

Printer Meets Louisville SluggerWith this handy-dandy guide you will be well on your way to being able to write spam email that will allow you to scam people out of the hard earned money and the things they've worked all their lives for.

With that in mind I'm going to approach this guide to being a complete @sshole-douchebag by critiquing the subject lines of spam emails I've come across and thought: "I can write better."

First up:

YOUR EMAIL HAVE WON THE MICROSOFT MERIT AWARD 2010

First off, find someone who speaks your target audience's language fluently and is familiar with how the language's grammar is handled. In the case of the above title, you should understand the difference between singular versus plural subjects.

In this case HAVE should be HAS because EMAIL refers to one account.

I might also point out that this makes it sound like my email, an inanimate, even almost conceptual piece of technology won the award, not me.

Those CAPS have got to go as well, internet etiquette defines the use of ALL CAPS as YELLING! I suppose you could go for the over-the-top approach! But then it would make more sense to write something like: HOLY SHIT BATMAN! YOU'VE WON THE MICROSOFT MERIT AWARD FOR 2010!

Why not address the "winner" by name as well, even by email account.

Using the name MICROSOFT makes it too notable, it's way too easy to run a search for the Microsoft Merit Award and see that it's a honorable mention position in contests. What you need to do is come up with a company name that doesn't exist or doesn't have much on the internet about it.

If I were writing this I would have the subject line saying something like: Congratulations! greedy_dumbass@iwasbornyesterday.com, you've won the ConInc's random, lots of money giveaway that you didn't ever sign up for!

HELLO MY GOOD FRIEND
Dear Friend,

Yet again, those CAPS need to go.

Then we run into how generic these lines are. They call people friend. When I write my friends emails, if I address them in the title it's generally something like: "HEY NUMBNUTS!"

In this case it would be far better to do something like: "I'm trapped in Iceland!" Of course that's assuming that you're savvy enough to crack one of their friends email accounts. If you're smart enough to do that then you should also be smart enough to realize that they probably have their first name which may or may not be a good way to address them inside the email. (The body of spam emails will be coming in a future installment, if I feel like it)

INTERPOL SPECIAL INVESTIGATION AGENT!!!

How many times am I going to have to harp on the CAPS?

Yet again, Interpol is too well known. If you're going to impersonate a government agency then why not pick the local parking authority or something like that.

Yeah you might only be able to feasibly get $20 out of the idiot on the other end, but hey that's why you're sending out a ton of these things right?

A subject following this advice might look like this:

RE: Your unpaid parking ticket

What Comes Next?

Armed with this knowledge you should be able to get many more people to at least read the spam you work so hard to send.

Now you just need to come up with original and believable content for the body of the emails.

That you'll have to figure out on your own, until I decide to give away my secrets to writing messages.

23Aug/10

Kickass Clients

Get a life mario!

Printer Meets Louisville SluggerI've been spending a lot of time complaining about and illustrating stupid stuff that various clients who have the mental capacity of five year-olds like to dump into mine and every other Tech Support/Customer Service rep. on the face of the earth.

While that's all fun and good, I wanted to give praise to clients who make our jobs bearable.

These are the kinds of clients who do things like the following:

  • Have a sunny disposition despite problems that may be ongoing
  • Have done research on their own problems before contacting us
  • Take the information we give them and thank us
  • They are understanding where there are things that are outside of our control
  • They're on top of their accounts and know when their bills are due
  • They own up to their mistakes or shortcomings *This is a BIG ONE*

Imagine how it feels to spend your day getting calls that go something like:

*client*: "My site is down, is your server having problems?"
*tech*: "I show that your account was suspended due to non-payment."
*client*: "Well if I pay it now will it come back up?"
*tech*: "Only our Billing Department can re-enable sites that have been shutdown due to non-payment."
*client*: "I NEED MY SITE BACK UP NOW!"
*tech*: "I'm sorry the Billing Department is only in the office during the week."
*client*: "I HAVE TO WAIT UNTIL MONDAY?!!! WHY? THIS IS THE STUPIDEST THING I'VE EVER HEARD! YOU'RE THE MOST WORTHLESS HUMAN BEING ON THE PLANET!" *click*
(A note here: generally in cases like this, the clients are MUCH more abusive/abrasive)

It would kind of start to grate on you I'm sure.

Now image you get someone like this:

*client*: "Hi, my site is down."
*tech*: "I show you're account was suspended due to non-payment."
*client*: "Oh, it looks like I forgot to update my credit card information. Is there anything you can do?"
*tech*: "The Billing department will have to take care of this, but they won't be in the office until Monday unfortunately. You can e-mail the directly through *email address* they may come in over the weekend and see it."
*client*: "Oh really? I will go ahead and do that. Thanks very much for your help!"

Which one would you be willing to go out of your way to help?

You'd think stuff like this would be common sense/courtesy, but I guess neither are very common anymore.

So all you clients out there that are nice and do some of the leg work or at least own up to your own limited understanding or your own mistakes, I salute, and thank you for making our jobs more laid back and easier to handle!

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