DangeRuss makes dell tech support cry



  • Was I too mean? You be the judge.

     9:17:18 PM   	 Customer 	 DangeRuss 	
    Initial Question/Comment: SD card reader does not keep the SD card in
     9:18:33 PM   	 System 	 System 	
    You are being transferred to another Agent. Please stand by...
     9:18:33 PM   	 System 	 System 	
    You are now being connected to an agent. Thank you for using Dell Chat
     9:18:33 PM   	 System 	 System 	
    Welcome DangeRuss
     9:19:08 PM   	 Agent 	 Avdhoot_Joshi 	
    Hello DangeRuss. Thank you for contacting Dell Basic Warranty Support. My name is Avd.
     9:20:13 PM   	 Customer 	 DangeRuss 	
    hi AVD
     9:20:22 PM   	 Customer 	 DangeRuss 	
    please set up a technician to come and swap out the necessary part
     9:20:35 PM   	 Agent 	 Avdhoot_Joshi 	
    How are you DangeRuss?
     9:20:54 PM   	 Customer 	 DangeRuss 	
    I'm doing OK, how are you?
     9:21:10 PM   	 Agent 	 Avdhoot_Joshi 	
    Can you please elaborate me the issue?
     9:21:15 PM   	 Agent 	 Avdhoot_Joshi 	
    I am also doing good, thanks
     9:21:24 PM   	 Customer 	 DangeRuss 	
    yes, when you put the SD card in, it just pops back out
     9:21:36 PM   	 Customer 	 DangeRuss 	
    the mechanism that is supposed to hold it in places has malfunctioned
     9:23:21 PM   	 Agent 	 Avdhoot_Joshi 	
    I see, does it have any physical damage?
     9:23:55 PM   	 Customer 	 DangeRuss 	
    no
     9:24:41 PM   	 Agent 	 Avdhoot_Joshi 	
    DangeRuss, is it possbile to send me apicture of the slot (card in - out) through this session.
     9:24:53 PM   	 Customer 	 DangeRuss 	
    no?
     9:25:16 PM   	 Customer 	 DangeRuss 	
    i need the sd card working to repair my phone
     9:25:20 PM   	 Customer 	 DangeRuss 	
    and it's not working
     9:25:24 PM   	 Customer 	 DangeRuss 	
    which makes me very upset
     9:25:51 PM   	 Agent 	 Avdhoot_Joshi 	
    We will have to replace the entire Motherboard - and for verification purpose I will need images.
     9:26:11 PM   	 Customer 	 DangeRuss 	
    can you send me a camera?
     9:26:41 PM   	 Agent 	 Avdhoot_Joshi 	
    Have you tried updating drivers , BIOS and SD card related drivers recently?
     9:27:00 PM   	 Customer 	 DangeRuss 	
    and that's going to help keep the SD card physically in how?
     9:27:36 PM   	 Agent 	 Avdhoot_Joshi 	
    Whenever you insert the card - what happens?
     9:29:00 PM   	 Customer 	 DangeRuss 	
    like i said it pops right back up
     9:29:02 PM   	 Customer 	 DangeRuss 	
    it do esn't stay in
     9:29:31 PM   	 Agent 	 Avdhoot_Joshi 	
    is this - unable to detect media card - media card reader not recognized - unable to access files on media card- should be one of these
     9:29:49 PM   	 Customer 	 DangeRuss 	
    none of these
     9:29:56 PM   	 Agent 	 Avdhoot_Joshi 	
    HAve you tried using known good SD card?
     9:30:11 PM   	 Customer 	 DangeRuss 	
    yes
     9:30:16 PM   	 Customer 	 DangeRuss 	
    i know this a good sd card
     9:30:19 PM   	 Customer 	 DangeRuss 	
    sinice it works in antoher pc
     9:30:29 PM   	 Customer 	 DangeRuss 	
    even the sd card reader cover wont' stay in
     9:31:26 PM   	 Agent 	 Avdhoot_Joshi 	
    When you mentioned it was malfunctioned - replacing the MOBO even wont solve the issue , because issue is with the software i.e. Operating system
     9:31:54 PM   	 Agent 	 Avdhoot_Joshi 	
    There must be some kind of virus - which is ejecting the SD tray
     9:31:56 PM   	 Customer 	 DangeRuss 	
    are you high on something
     9:32:02 PM   	 Customer 	 DangeRuss 	
    are you fucking kidding me
     9:32:04 PM   	 Customer 	 DangeRuss 	
    supervisor now
     9:32:12 PM   	 Customer 	 DangeRuss 	
    you won't have a job by tommorow
     9:32:15 PM   	 Customer 	 DangeRuss 	
    for lying to customers like this
     9:32:36 PM   	 Agent 	 Avdhoot_Joshi 	
    Please watch what you are typing.
     9:32:51 PM   	 Agent 	 Avdhoot_Joshi 	
    I am not high, nor kidding.
     9:33:05 PM   	 Customer 	 DangeRuss 	
    well either either one of those two things
     9:33:19 PM   	 Customer 	 DangeRuss 	
    or you are so incompetent at your job that you think a virus can be ejecting an sd card
     9:33:24 PM   	 Customer 	 DangeRuss 	
    which is not even physically possible
     9:33:26 PM   	 Customer 	 DangeRuss 	
    like at all
     9:33:46 PM   	 Agent 	 Avdhoot_Joshi 	
    It often happens with Optical drive - whenever it malfunctions - this error occurred
     9:33:57 PM   	 Customer 	 DangeRuss 	
    maybe it happens with optical drive sometimes
     9:34:05 PM   	 Customer 	 DangeRuss 	
    on ther other hand this is an SD CARD READER
     9:34:11 PM   	 Agent 	 Avdhoot_Joshi 	
    This is why I asked you earlier the issue should be one of these but you said none of them.
     9:34:19 PM   	 Customer 	 DangeRuss 	
    well it isn't
     9:34:29 PM   	 Customer 	 DangeRuss 	
    so you need to find a better reason in your script
     9:34:39 PM   	 Customer 	 DangeRuss 	
    but you don't have a script to follow in this case
     9:34:46 PM   	 Agent 	 Avdhoot_Joshi 	
    I meant to say inserting and ejecting devices
     9:34:46 PM   	 Customer 	 DangeRuss 	
    cuz what you need to do is set up a service call
     9:36:39 PM   	 Customer 	 DangeRuss 	
    and I already asked for a supervisor once
     9:36:45 PM   	 Customer 	 DangeRuss 	
    I'm not going to ask again
     9:37:16 PM   	 Agent 	 Avdhoot_Joshi 	
    YOur language was uncalled for...
     9:37:39 PM   	 Customer 	 DangeRuss 	
    it really wasn't
     9:37:42 PM   	 Agent 	 Avdhoot_Joshi 	
    Wasn't it?
     9:37:45 PM   	 Customer 	 DangeRuss 	
    when you are spouting verifiable lies
     9:37:53 PM   	 Customer 	 DangeRuss 	
    if you don't know what you're doing just say so
     9:37:55 PM   	 Customer 	 DangeRuss 	
    and send me a tech
     9:37:59 PM   	 Customer 	 DangeRuss 	
    but you dont' lie to customers
     9:38:21 PM   	 Agent 	 Avdhoot_Joshi 	
    I never said i wont assist you with this , I am just folloing the process.
     9:38:41 PM   	 Customer 	 DangeRuss 	
    you also said a virus can eject an sd card
     9:38:42 PM   	 Agent 	 Avdhoot_Joshi 	
    Following*
     9:39:26 PM   	 Agent 	 Avdhoot_Joshi 	
    YEs,Thats true - virus does that , most probably vb scripts
     9:39:46 PM   	 Agent 	 Avdhoot_Joshi 	
    They automatically gets downloaded in system files
     9:39:54 PM   	 Customer 	 DangeRuss 	
    again don't talk shit out of your ass
     9:40:01 PM   	 Customer 	 DangeRuss 	
    you are just saying words
     9:40:03 PM   	 Customer 	 DangeRuss 	
    none of them are true
     9:40:07 PM   	 Customer 	 DangeRuss 	
    I'm a pc professional
     9:40:16 PM   	 Customer 	 DangeRuss 	
    and I dont' fall for scams that your buddies try to pull
     9:40:22 PM   	 Customer 	 DangeRuss 	
    i know you came from one of those call centers
     9:40:40 PM   	 Customer 	 DangeRuss 	
    where you call people and pretend to fix their computer for money
     9:40:45 PM   	 Customer 	 DangeRuss 	
    but that kind of shit doesn't fly here
     9:40:48 PM   	 Customer 	 DangeRuss 	
    this is a real company
     9:41:04 PM   	 Customer 	 DangeRuss 	
    and if you want to keep your job I suggest you learn some real computer knowledge
     9:41:15 PM   	 Customer 	 DangeRuss 	
    or at least follow the scripts they give you without your bullshit commentary
     9:44:17 PM   	 Customer 	 DangeRuss 	
    so i''l take that supervisor now
     9:45:54 PM   	 Agent 	 Avdhoot_Joshi 	
    I am very upset, when you brought out my profession and mocking my knowledge
     9:46:17 PM   	 Customer 	 DangeRuss 	
    well if you want me to appologize
     9:46:19 PM   	 Agent 	 Avdhoot_Joshi 	
    We were having a normal discussion
     9:46:28 PM   	 Customer 	 DangeRuss 	
    find me an article that says an SD card can be ejected by a virus
     9:46:36 PM   	 Customer 	 DangeRuss 	
    we were having a normal discussion
     9:46:47 PM   	 Customer 	 DangeRuss 	
    until you starting giving me fake news
     9:46:56 PM   	 Customer 	 DangeRuss 	
    like SD cards can be ejected by viruses
     9:47:14 PM   	 Agent 	 Avdhoot_Joshi 	
    I wanted to just tell you this could happen and might be a software issue- you mentioned its malfunctioned
     9:48:50 PM   	 Customer 	 DangeRuss 	
    no
     9:49:04 PM   	 Customer 	 DangeRuss 	
    i specifically since the beginning of this conversation said that the card won't physically stay in
     9:49:10 PM   	 Customer 	 DangeRuss 	
    there is no troubleshooting that can be done here
     9:49:21 PM   	 Customer 	 DangeRuss 	
    there is no way this could be a software issue in a billion years
     9:49:35 PM   	 Customer 	 DangeRuss 	
    your next step is to set up a service call
     9:49:44 PM   	 Customer 	 DangeRuss 	
    but instead, you decide to pretend that you know something about computers
     9:49:50 PM   	 Customer 	 DangeRuss 	
    and start giving me fake news
     9:50:18 PM   	 Customer 	 DangeRuss 	
    I get that you're used to scamming grandmas and people who are less technology literate
     9:50:26 PM   	 Customer 	 DangeRuss 	
    but that won't fly with me
     9:50:31 PM   	 Customer 	 DangeRuss 	
    and I'm not just upset for me
     9:50:44 PM   	 Customer 	 DangeRuss 	
    I'm upset that you're doing this to all the other people
     9:50:56 PM   	 Customer 	 DangeRuss 	
    some of who may not get their faulty hardware replaced
     9:51:05 PM   	 Customer 	 DangeRuss 	
    because you've convinced them that somehow they've got a virus
     9:51:32 PM   	 Customer 	 DangeRuss 	
    but keep talking, you're only digging yourself in deeper
     9:53:34 PM   	 Agent 	 Avdhoot_Joshi 	
    But why you had to use abusive language?
     9:54:02 PM   	 Customer 	 DangeRuss 	
    that's what one usually does when they find out they've been lied to
     9:54:14 PM   	 Customer 	 DangeRuss 	
    for which you still haven't appologized
     9:54:39 PM   	 Agent 	 Avdhoot_Joshi 	
    I did not lie Sir
     9:54:55 PM   	 Customer 	 DangeRuss 	
    again show me anything to the contrary
     9:55:00 PM   	 Agent 	 Avdhoot_Joshi 	
    The info I gave you makes sense
     9:55:02 PM   	 Customer 	 DangeRuss 	
    that says that a virus can eject an sd card
     9:55:07 PM   	 Customer 	 DangeRuss 	
    it may make sense to you
     9:56:10 PM   	 Agent 	 Avdhoot_Joshi 	
    https://theanonymousabagnale.wordpress.com/.../how-to-funny-open-close-cd-drive-t...
     9:56:45 PM   	 Agent 	 Avdhoot_Joshi 	
    Same goes with printers , scanners and other i/p and o/p H/W devices
     9:56:51 PM   	 Customer 	 DangeRuss 	
    no
     9:57:00 PM   	 Customer 	 DangeRuss 	
    same does not go with other hardware devices
     9:57:06 PM   	 Customer 	 DangeRuss 	
    yes you can eject a cdrom using software
     9:57:11 PM   	 Agent 	 Avdhoot_Joshi 	
    I dont want to qurrel here
     9:57:14 PM   	 Customer 	 DangeRuss 	
    no you cannot eject an sd card using software
     9:57:17 PM   	 Customer 	 DangeRuss 	
    i do
     9:57:21 PM   	 Agent 	 Avdhoot_Joshi 	
    I am sendong you MOBO
     9:57:29 PM   	 Customer 	 DangeRuss 	
    thank you
     9:57:40 PM   	 Agent 	 Avdhoot_Joshi 	
    I used word 'MIGHT'
     9:58:00 PM   	 Agent 	 Avdhoot_Joshi 	
    It might be .... I did not say has....
     9:58:23 PM   	 Customer 	 DangeRuss 	
    but it CANNOT be
     9:58:29 PM   	 Agent 	 Avdhoot_Joshi 	
    Can you confirm that the System you need support with is with Service Tag : XXXXXXX?
     9:58:33 PM   	 Customer 	 DangeRuss 	
    it's physically impossible
     9:58:51 PM   	 Customer 	 DangeRuss 	
    yes that is the correct service tag
     9:59:10 PM   	 Agent 	 Avdhoot_Joshi 	
    Thank you for your confirmation. Just to let you know, your System still has an active Hardware Warranty valid till 12/4/2017
     9:59:20 PM   	 Agent 	 Avdhoot_Joshi 	
    I'd like to confirm that if in case we get disconnected from this chat, can I reach you on xxx-xxx-xxxx or email you at dell@dangeruss.com?
     9:59:49 PM   	 Customer 	 DangeRuss 	
    yes
     10:00:07 PM   	 Customer 	 DangeRuss 	
    and I'm sure you've already sent my info to your buddies at the scam agency
     10:00:15 PM   	 Customer 	 DangeRuss 	
    but it's OK, i know most of them by name now
     10:06:28 PM   	 Customer 	 DangeRuss 	
    diid you fall asleep on me again
    


  • @dangeRuss said in DangeRuss makes dell tech support cry:

    Was I too mean?

    Yes.


  • area_can

    Is there any way to contact dell support in the states? I wonder what they'd say if they found out that their techs blame SD cards falling out on viruses...



  • @bb36e said in DangeRuss makes dell tech support cry:

    Is there any way to contact dell support in the states? I wonder what they'd say if they found out that their techs blame SD cards falling out on viruses...

    Probably during normal business hours. They probably wouldn't say much. I'm sure they've heard worse.

    He did come back eventually and got me a supervisor. I told the supervisor that I hope he teaches Avd to not provide untrue information to customers. He said he appreciates the feedback.



  • @heterodox said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Was I too mean?

    Yes.

    But did he deserve it?



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    But did he deserve it?

    No. Your reaction was disproportionate, racist, and utterly indefensible.


  • Winner of the 2016 Presidential Election

    @heterodox That's a bit harsh (heh, irony) but.. yea, @dangeRuss you were probably a little harsh on the guy. He's just reading from a script, and honestly, it's entirely possible that he's had to deal with people that either:

    • Confused SDCards and optical drives
    • Demanded a hardware repair for an actual virus
    • Some combination of above

    Granted, he's 100% wrong, but there's no need to attack him over it...



  • You already knew you were probably going to get a second-rate "technician" who has to follow their script, didn't you? Getting upset with them for following their script doesn't help anyone. Let them get through the script to the part where they transfer you to the next level of help, where you'll more likely get someone who can actually help with the problem, and everyone will be happier. Yeah, it's annoying when you already know to skip down their list, but at least you won't start frothing and the call-center mook will be more receptive and less defensive.

    That said (and you probably already knew all that), I know how irritating it can be to get stonewalled by "tech support", especially after I've spent a lot of time diagnosing an issue.



  • @heterodox said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    But did he deserve it?

    No. Your reaction was disproportionate, racist, and utterly indefensible.

    Bullshit. It may have been disproportionate, but there was nothing racist about it. I have had people calling me from "Dell Tech Support" claiming my computer was sending them messages and that I have viruses on it.

    These people had my name and info about my laptop. The only way they could've gotten it was from one of these guys, and the way he started spouting lies instead of doing his job just triggered the memory of those scammers again.

    Now I get that the scammers have a job to do to, and I can block them. But what do you expect me to do when a scammer get a job working for dell computers? He was trying to convince me that a virus could've ejected my SD card. While it may be technically possible for some models of SD card readers, I've never heard of one and he failed to produce any evidence of it. If he doesn't know WTF he's talking about, he shouldn't ad lib. I'm pretty sure that wasn't in his script.

    What really pissed me of, is like I said to him, he's probably done this to other people, people less tech literate, who fell for it, and thought it was somehow their fault. At the minimum he's wasting people's time with stuff he knows nothing about, and more likely he's screwing people out of their right to get warranty service.

    So yea, I was mean, but he totally deserved it. Hopefully he will think next time before he adlibs like that again.



  • @heterodox said in DangeRuss makes dell tech support cry:

    No. Your reaction was disproportionate, racist, and utterly indefensible.

    He could have left out the scam center stuff, but this was derailed by the rep. Well, the rep starts off with this:

    9:25:51 PM Agent Avdhoot_Joshi
    We will have to replace the entire Motherboard - and for verification purpose I will need images.

    But this part is where usually the customer finds out that a Tier 1 misrepresenting their issue is blocking them from getting it rightfully fixed:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    9:31:26 PM Agent Avdhoot_Joshi
    When you mentioned it was malfunctioned - replacing the MOBO even wont solve the issue , because issue is with the software i.e. Operating system
    9:31:54 PM Agent Avdhoot_Joshi
    There must be some kind of virus - which is ejecting the SD tray

    With that language, I would have also demanded a supervisor. At which point, he should have done this, and avoided the whole thing.

    @dangeRuss said in DangeRuss makes dell tech support cry:

    9:57:21 PM Agent Avdhoot_Joshi
    I am sendong you MOBO

    The rep basically decided not to trust the customer, even though the customer verified that nothing software was causing the issue by answering all of the rep's software questions in the negative.

    Was @dangeRuss acting inappropriately? Yes. Was the rep woefully screwing up the service call? Yes.

    We pay MORE for products because the company guarantees the product. Therefore, I have no problem demanding their products be fixed if they fail. This service technician was about to block someone from getting their computer fixed. That's a very serious issue. He should be reprimanded, but not like this.



  • @djls45 said in DangeRuss makes dell tech support cry:

    You already knew you were probably going to get a second-rate "technician" who has to follow their script, didn't you? Getting upset with them for following their script doesn't help anyone. Let them get through the script to the part where they transfer you to the next level of help, where you'll more likely get someone who can actually help with the problem, and everyone will be happier. Yeah, it's annoying when you already know to skip down their list, but at least you won't start frothing and the call-center mook will be more receptive and less defensive.

    That said (and you probably already knew all that), I know how irritating it can be to get stonewalled by "tech support", especially after I've spent a lot of time diagnosing an issue.

    I know the Dell tech support drill pretty well, and I'm happy to go through the motions. I know they're reading from a script and that's fine, I just need to get through the script as quickly as I can and get the service call set up.

    But when a CSR starts telling me lies straight to my face, I can't take that. He was trying to waste my time on a tangent that was not only irrelevant, but completely illogical.

    I wonder if I screwed up his script by not giving him a photo. My phone really is broken, though not to the point that I can't take a picture and figure out a way to upload it if I had to. I was in the middle of trying to root the replacement when I found out my SD card reader was broken.

    I just went through the same kind of BS with verizon trying to get my phone replaced even though I have insurance on it. Finally I got a good rep and even though he saw that my phone was rooted (which was a surprise for me that they could do that), he authorized a replacement.




  • kills Dumbledore

    A bit harsh, yeah, but I found this bit funny

    virus does that , most probably vb scripts



  • @ben_lubar said in DangeRuss makes dell tech support cry:

    @dangeRuss shibboleet

    Yeah, I lie about steps all the time. Found out, most of them don't care if you're not actually following the steps.


  • Impossible Mission Players - A

    @xaade said in DangeRuss makes dell tech support cry:

    not actually following the steps.

    > Please reboot your computer.
    < Ok.... And done.
    > Really?
    < Yeah, I got one of them newfangled STDs. Everything's super fast now!
    > Oh...


  • I survived the hour long Uno hand

    @dangeRuss said in DangeRuss makes dell tech support cry:

    But when a CSR starts telling me lies straight to my face, I can't take that. He was trying to waste my time on a tangent that was not only irrelevant, but completely illogical.

    So you apparently decided he was a scam artist and went off on him? Like... what even?

    I understand the part where you were pissed off. I would be too. But that part seemed the step too far.


  • Winner of the 2016 Presidential Election

    Do you want to end up on notalwaysright.com? Because that's how you end up on notalwaysright.com. (Or retailhellunderground.com, or one of the other 1000 pages where people bitch about abusive customers.)

    • You didn't want to provide pictures of the hardware defect. From his POV, you might be lying about not being able to, possibly because you want to withhold information about the actual state of the device, because the device isn't actually damaged or because you're not computer-savvy enough to upload a picture. That would make any tech support employee suspicious, and suspect that the customer on the other side is not as honest or knowledgable as he claims to be.
    • That guy most likely didn't know any better; he's read that optical drives can be ejected via software and therefore thinks that all kinds of drives/readers can. And I don't blame him, he's just a tech support drone. You calling him a scam artist is totally uncalled for. Just tell him you've verified you don't have a virus and let him continue.
    • You told him he's high and that you'll get him fired. I don't know how you could possibly be any more of an asshole in this situation.
    • You completely ignored his attempts to calm you down and get back to his script.

    He did come back eventually and got me a supervisor. I told the supervisor that I hope he teaches Avd to not provide untrue information to customers. He said he appreciates the feedback.

    That's exactly what you tell problem customers to make them go away. I'm 90% sure he decided to completely ignore your feedback after looking at the chat logs. If not, he's a shitty manager.



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    Bullshit. It may have been disproportionate, but there was nothing racist about it. I have had people calling me from "Dell Tech Support" claiming my computer was sending them messages and that I have viruses on it.

    Yeah, and you're smart enough to know that claim is bullshit. But this time you called Dell, so you know this guy isn't them.



  • @boomzilla said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Bullshit. It may have been disproportionate, but there was nothing racist about it. I have had people calling me from "Dell Tech Support" claiming my computer was sending them messages and that I have viruses on it.

    Yeah, and you're smart enough to know that claim is bullshit. But this time you called Dell, so you know this guy isn't them.

    Yea, but those scam artists had my personal dell affiliated info and the only way they could've gotten it was from one of these guys at dell. Not everyone can get a job at Dell, and I wouldn't be surprised if he had friends/neighbors that work at the scam center. It's probably just another job over there, like being a troll is in Russia.

    I agree I was way too harsh on the guy. I was already frustrated as it was getting late, and I got stuck trying to root my replacement phone so I could switch over to it. Serves me right for trying to do it during mercury retrograde.

    My problem with the guy wasn't that he was some first level tech support drone. My problem with him was that he went off script. He should know his limits, and if he's going to say some stupid shit he should run it by someone more knowledgeable first. Otherwise just stick to the script.

    Toby Fair, I think he couldn't find the right script. Maybe there isn't one for this kind of issue. At that point he should've asked someone for help or refered me to a supervisor. Hopefully he will do the right thing next time. If he's going to get butthurt everytime someone calls him out on his bullshit, he's never going to learn.

    TLDR: yes I was probably too harsh, and the language was not necessarily called for, but he should've transfered me to a supervisor the second I asked for one, which would've saved him from further abuse.



  • @asdf said in DangeRuss makes dell tech support cry:

    Do you want to end up on notalwaysright.com? Because that's how you end up on notalwaysright.com.

    I thought the way to do that was to be Albert Einstein and start a slow clap while giving the story writer $100%



  • @Yamikuronue said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    But when a CSR starts telling me lies straight to my face, I can't take that. He was trying to waste my time on a tangent that was not only irrelevant, but completely illogical.

    So you apparently decided he was a scam artist and went off on him? Like... what even?

    I understand the part where you were pissed off. I would be too. But that part seemed the step too far.

    I decided that his whole computer experience prior to working at Dell was as a scam artist separating poor old ladies from their money.

    The way he went "it's not our problem, you must've downloaded a virus", seemed a little too familiar.

    In any, having slept on it, I realized I was being too harsh. I wrote him a long apology email this morning mentioning among other things that there's no shame in asking for help, and that once a customer asks for a supervisor, he needs to do the transfer, otherwise things are just going to escalate.


  • kills Dumbledore

    @dangeRuss said in DangeRuss makes dell tech support cry:

    a long apology email

    @dangeRuss said in DangeRuss makes dell tech support cry:

    once a customer asks for a supervisor, he needs to do the transfer, otherwise things are just going to escalate.

    So a long, condescending "apology" still stating exactly why he was wrong?



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    just another job over there, like being a troll is in Russia.

    Do I need to learn Russian to get one of these?


  • Fake News

    @Jaloopa Indeed, it might still be patronizing.

    Maybe the boss values his/her time and created a "no unnecessary escalation!" routine by monitoring the number of escalations per month.

    I'm not sure anything will be learned from this.



  • @wharrgarbl said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    just another job over there, like being a troll is in Russia.

    Do I need to learn Russian to get one of these?

    Either that or a job with Trump?



  • Yeah, I think you were harsh. There's a way to voice your grievances without swearing at them, and in some places they have a policy where the rep is not allowed to hang up until the customer begins getting abusive and starts swearing, at which point they'll more often than not use that excuse to hang up asap, which totally shoots you in the foot. The guy was clearly full of shit. Yes, it's definitely possible a virus is causing an SD ejection if the drivers allows the OS to send such a signal to the device, but that, along with MOBO failure and other possible causes is waaay down the list, below other more probable causes, like mechanical failure. But, the minute you start throwing f-bombs, the problem shifts from their side to yours. Their goal shifts from helping you to waiting for the opportunity to just get you off the phone.



  • @The_Quiet_One said in DangeRuss makes dell tech support cry:

    Yes, it's definitely possible a virus is causing an SD ejection if the drivers allows the OS to send such a signal to the device, but that, along with MOBO failure and other possible causes is waaay down the list, below other more probable causes, like mechanical failure.

    Maybe I'm crazy, but I've never seen an SD card reader that allowed the software to eject the card. You always have to press it in and it pops out. That's the part that really got me going - is that he totally didn't know what he was talking about.

    On the other hand maybe there are devices like that and I'm :therealwtf:



  • @wharrgarbl said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    just another job over there, like being a troll is in Russia.

    Do I need to learn Russian to get one of these?

    Well you would need to know whatever language of the country who's election they're trying to steal.


  • SockDev

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Maybe I'm crazy, but I've never seen an SD card reader that allowed the software to eject the card.

    That's because there isn't one ;)



  • @Jaloopa said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    a long apology email

    @dangeRuss said in DangeRuss makes dell tech support cry:

    once a customer asks for a supervisor, he needs to do the transfer, otherwise things are just going to escalate.

    So a long, condescending "apology" still stating exactly why he was wrong?

    Probably not the best apology, but at least I did something.

    He did write back:

    @Avdhood_joshi said:

    No worries @dangeRuss, I did not take anything personally,
    Whenever chat session is on, we do need a lot of patience and Discussing the issue is necessary.
    I did not try to deceive you or anything with false information. Recently I read something about VB scripts and Java and how they can mess up with the data which is important to us in computer.
    We always follow answer flow and i did not find any valid reason for popping out the SD card and replacig something without asking questions as we have to fill lot more data and give reasons why we are making this dispatches. I apologize you feel that way, I am not perfect. Hope you understand.
    If you have questions please do reply me on this id, I will do my best to get it to the right resolution.



  • @RaceProUK said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Maybe I'm crazy, but I've never seen an SD card reader that allowed the software to eject the card.

    That's because there isn't one ;)

    Until next year when apple comes up with one and calls it revolutionary. And then you card gets stuck in there until the OS decides it's done with it and shoots it across the room.


  • kills Dumbledore

    @RaceProUK said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Maybe I'm crazy, but I've never seen an SD card reader that allowed the software to eject the card.

    That's because there isn't one ;)

    Depends on exactly which definition of "eject" you're using. Physically pop it out, no. Equivalent of clicking the removable device icon in the notification area and choosing "eject SD card(F:), yes.

    Seemed pretty clear from the transcript that @dangeRuss was talking about physical ejection though


  • SockDev

    @dangeRuss's customer support person said:

    how they can mess up with the data which is important to us in computer

    I kinda want this to become a new meme :D


  • SockDev

    @Jaloopa said in DangeRuss makes dell tech support cry:

    Equivalent of clicking the removable device icon in the notification area and choosing "eject SD card(F:), yes.

    Which is technically not an eject, but an unmount.

    Good luck getting your average user to understand the difference though and why it's important to us in computer



  • @RaceProUK said in DangeRuss makes dell tech support cry:

    @Jaloopa said in DangeRuss makes dell tech support cry:

    Equivalent of clicking the removable device icon in the notification area and choosing "eject SD card(F:), yes.

    Which is technically not an eject, but an unmount.

    Good luck getting your average user to understand the difference though and why it's important to us in computer

    Yeah, those users are soooo stupid to think a menu item that says "Eject SD card" ejects the card!



  • @RaceProUK said in DangeRuss makes dell tech support cry:

    @dangeRuss's customer support person said:

    how they can mess up with the data which is important to us in computer

    I kinda want this to become a new meme :D

    It did.
    And then the murders began.



  • Yes.

    You're also an asshole for posting that chat log in such an unreadable form. I had to paste it in Excel to make it even slightly reasonable.

    are you high on something
    are you fucking kidding me
    supervisor now
    you won't have a job by tommorow
    for lying to customers like this

    Ok, right here you're already way over the line.

    and I already asked for a supervisor once
    I'm not going to ask again

    You actually said "supervisor now" which wasn't a question, or even a full sentence.

    I'm a pc professional

    Literally 99.9% of the population believes this, just like everybody believes they are a good driver.

    It's not a flag against you, but you do have to realize that this is useless information from the perspective of the person attempting to help you.

    and I dont' fall for scams that your buddies try to pull
    i know you came from one of those call centers
    where you call people and pretend to fix their computer for money
    but that kind of shit doesn't fly here

    Did you have any evidence for this claim? No? Then you're an asshole.

    until you starting giving me fake news

    "Fake news"? Seriously? You're an asshole and you have a terrible sense of humor.

    diid you fall asleep on me again

    What the fuck is this even about?

    Also how drunk were you while this was going on? You have like 5 typos per sentence. Avdhoot at least has a working Shift key, maybe you could learn something from him if you'd calm down.



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    Bullshit.

    Why are you even asking then?

    Don't waste our time asking the question if your response is going to be "bullshit".

    I have had people calling me from "Dell Tech Support" claiming my computer was sending them messages and that I have viruses on it.

    Not relevant to the conversation you pasted above.

    Now I get that the scammers have a job to do to, and I can block them. But what d

    Not relevant.

    What really pissed me of, is like I said to him, he's probably done this to other peo

    Not relevant.

    You're getting angry at this guy because of something other people have done to you, and because of some hypothetical scenario you pulled out of your ass.

    So yea, I was mean, but he totally deserved it.

    You haven't come within 20 miles of demonstrating that.



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    TLDR: yes I was probably too harsh, and the language was not necessarily called for, but he should've transfered me to a supervisor the second I asked for one,

    I glad you changed your mind, but I'd like to point out that you never asked for a supervisor. You said:

    are you fucking kidding me
    supervisor now
    you won't have a job by tommorow

    That's not the same thing as asking to speak to a supervisor. For one thing, there were no question marks.

    But hey you can sleep at night thinking your asshole attitude was his fault now, so kudos.



  • @blakeyrat said in DangeRuss makes dell tech support cry:

    You actually said "supervisor now" which wasn't a question, or even a full sentence.

    "Ask for" is a request, not a question. :pendant:


  • Impossible Mission Players - A

    @dangeRuss said in DangeRuss makes dell tech support cry:

    @RaceProUK said in DangeRuss makes dell tech support cry:

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Maybe I'm crazy, but I've never seen an SD card reader that allowed the software to eject the card.

    That's because there isn't one ;)

    Until next year when apple comes up with one and calls it revolutionary. And then you card gets stuck in there until the OS decides it's done with it and shoots it across the room.

    Sounds like the floppy and cdrom drives they made, actually...


  • Impossible Mission Players - A

    @CreatedToDislikeThis said in DangeRuss makes dell tech support cry:

    @blakeyrat said in DangeRuss makes dell tech support cry:

    You actually said "supervisor now" which wasn't a question, or even a full sentence.

    "Ask for" is a request, not a question. :pendant:

    At best I'd categorize it as a demand. But it could just as easily expand into "are you a supervisor now?"



  • @RaceProUK
    Not without this one:

    virus does that , most probably vb scripts



  • @blakeyrat said in DangeRuss makes dell tech support cry:

    You're also an asshole for posting that chat log in such an unreadable form. I had to paste it in Excel to make it even slightly reasonable.

    Excel is somewhat of a strange choice.

    @blakeyrat said in DangeRuss makes dell tech support cry:

    You actually said "supervisor now" which wasn't a question, or even a full sentence.

    You know what, I actually worked in a call center for a year as a consultant and two years as a manager. If you told me "supervisor now; you don't know what you're talking about" and repeated it thirteen times as I located the appropriate extension, you know what, I'd view that as totally appropriate. That's part of the job.

    @blakeyrat said in DangeRuss makes dell tech support cry:

    and I dont' fall for scams that your buddies try to pull
    i know you came from one of those call centers
    where you call people and pretend to fix their computer for money
    but that kind of shit doesn't fly here

    Did you have any evidence for this claim? No? Then you're an asshole.

    That's what's so totally, completely over the line and I don't think @dangeRuss can see that.

    At least the representative seemed to have the right attitude about it.



  • @dangeRuss You should have had send him the photo of the SD card reader when he asked you. My sister got her harddisk in Dell PC placed many years ago after that and providing service tag. (You read it right, photo of harddisk... just stop thinking "how does it make sense" and get over with it)


  • Impossible Mission Players - A

    @cheong said in DangeRuss makes dell tech support cry:

    @dangeRuss You should have had send him the photo of the SD card reader when he asked you. My sister got her harddisk in Dell PC placed many years ago after that and providing service tag. (You read it right, photo of harddisk... just stop thinking "how does it make sense" and get over with it)

    He mentioned that his phone was in an unworkable state at that point in time.

    Even then, what about the case of people who physically can't send photos? Bear with me here, because I know it's hard to believe, but there are still people who don't actually have a camera-enabled device in this day and age.



  • @Tsaukpaetra said in DangeRuss makes dell tech support cry:

    @cheong said in DangeRuss makes dell tech support cry:

    @dangeRuss You should have had send him the photo of the SD card reader when he asked you. My sister got her harddisk in Dell PC placed many years ago after that and providing service tag. (You read it right, photo of harddisk... just stop thinking "how does it make sense" and get over with it)

    He mentioned that his phone was in an unworkable state at that point in time.

    Even then, what about the case of people who physically can't send photos? Bear with me here, because I know it's hard to believe, but there are still people who don't actually have a camera-enabled device in this day and age.

    Technically It was workable, although I'd have to assemble it back, but I didn't feel like giving him the photo as I thought it wasn't going to be helpful. How do I take a picture of the SD card inside if it doesn't' stay in. While I was talking to him I did end up taking the photo and I was going to upload it if he insisted on it, but I doubt it would've changed anything.

    And I really don't have a problem with the guy being an idiot. That's just what you come to expect from these guys and you sort of just guide them through the script until they do what you need.

    My big issue was that he went off script and starting spouting lies. If you don't know WTF your'e talking about then STFU.



  • @blakeyrat said in DangeRuss makes dell tech support cry:

    You're also an asshole for posting that chat log in such an unreadable form. I had to paste it in Excel to make it even slightly reasonable.

    Should I have used quote instead

    like this?

    are you high on something
    are you fucking kidding me
    supervisor now
    you won't have a job by tommorow
    for lying to customers like this

    Ok, right here you're already way over the line.

    I did. I think I was exhausted and I was hoping this was be a quick easy chat where I can just schedule a service call, and then he totally surprised me with that BS. It's like TDEMSYR.

    and I already asked for a supervisor once
    I'm not going to ask again

    You actually said "supervisor now" which wasn't a question, or even a full sentence.

    I'm sure he knew what it meant. Yes I realize now that it wasn't terribly clear.

    I'm a pc professional

    Literally 99.9% of the population believes this, just like everybody believes they are a good driver.

    I highly doubt that. I think most people will admit that they don't know shit about computers. It's not something that (almost) everyone is expected to do.

    It's not a flag against you, but you do have to realize that this is useless information from the perspective of the person attempting to help you.

    It wasn't meant as information for him but more like I know what I'm talking about and you're full of BS.

    and I dont' fall for scams that your buddies try to pull
    i know you came from one of those call centers
    where you call people and pretend to fix their computer for money
    but that kind of shit doesn't fly here

    Did you have any evidence for this claim? No? Then you're an asshole.

    Not direct evidence, just the way he tried to convince me that I have a virus really reminded me of those scammer calls "Your PC is sending us messages that you have a virus".

    until you starting giving me fake news

    "Fake news"? Seriously? You're an asshole and you have a terrible sense of humor.

    His statement reminded me of fake news that sites like Breitbart are spreading. Something that is so demonstratively false, but is plausible enough to be believed by the majority of people who don't know any better. It wasn't meant to be funny.

    diid you fall asleep on me again

    What the fuck is this even about?

    He was gone for 6 minutes at that point with no response. If I did that to him, he probably would've disconnected the chat by then.

    Also how drunk were you while this was going on? You have like 5 typos per sentence. Avdhoot at least has a working Shift key, maybe you could learn something from him if you'd calm down.

    Not at all. I was pretty pissed though and also working on rooting my phone while this whole thing was going on. Which I still failed to do successfully.



  • @dangeRuss said in DangeRuss makes dell tech support cry:

    I'm sure he knew what it meant.

    He may have, or may not have. The point is: it's pretty unfair to criticize someone for not responding to a request you never made.

    @dangeRuss said in DangeRuss makes dell tech support cry:

    I highly doubt that.

    You should spend some time on the other side of phone calls like these.

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Not direct evidence, just the way he tried to convince me that I have a virus really reminded me of those scammer calls "Your PC is sending us messages that you have a virus".

    It's irrelevant who he "reminds you of". This is how human beings work: when you talk to a new human being, it's a blank slate. You can't just assign him qualities based on discussions you had with entirely different human beings, ones he probably doesn't even know.

    It's a good general rule with helps to prevent things like, say, racism or discrimination of various types. Sure it's an ideal and nobody follows it perfectly, but you're not even pretending.

    You must be a pleasure to be around at a party after you've had a few beers. Sheesh.

    @dangeRuss said in DangeRuss makes dell tech support cry:

    Not at all. I was pretty pissed though and also working on rooting my phone while this whole thing was going on. Which I still failed to do successfully.

    After reading that transcript I fully think you deserve to have your phone broken. Consider it instant karma.



  • @blakeyrat said in DangeRuss makes dell tech support cry:

    I highly doubt that.

    You should spend some time on the other side of phone calls like these.

    I have. I spent a good chunk of time doing helpdesk.

    @blakeyrat said in DangeRuss makes dell tech support cry:

    After reading that transcript I fully think you deserve to have your phone broken. Consider it instant karma.

    The phone broke before this, so tachyon karma?


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