Technical Support

If you've ever wondered the kinds of experiences computer science/engineering/IT people can experience when they contact their ISP's Technical Support line, then look at this xkcd comic. A typical call means going through a checklist of items, which is expected and understood. When the problem is explained in detail, often one is asked to go through the checklist again and again instead of forwarding the problem to a higher level capable of diagnosing and fixing the problem. This occurs because, in all likelihood, the Level 1 Technical Support person one is speaking with has no or an insufficient IT background to understand the relevance of the described symptoms and the problem. (To be fair, not all ISPs are guilty of this.)


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